Address information fields are blank from online donations.
Anyone else having this issue? Address information is not being captured from online donations even though it is a required field. It seems to actually be an issue with Merchant Services. I have an unresolved ticket in that I have had to escalate. It is over a month old.
Comments
-
@Roger Hootman - Welcome to BB Community! If you haven't already, I recommend reaching out to your Customer Success Manager and letting them know about your open/unresolved case.
2 -
@Austen B
Thanks. I have already reached out.
0 -
@Roger Hootman Hi we are having the same issues and have been for a couple of weeks. What is the error in Merchant Services as that is the one place i haven't checked. Support are suggesting it is an error possibly with our website.
1 -
@Roger Hootman We have been having similar issue. Sometimes address fields are there, other times they are not. They are all required fields on the NetC registration form. Have tried support. They have referred back to a case opened by my predecessor 4 years ago. Essentially said, it is what it is. Hope you have better luck. Please post if you do. I gave up due to other priorities.
2 -
@JoAnn Strommen Will do.
1 -
@Roger Hootman @JoAnn Strommen I'm curious as this has JUST happened to us this Friday and through the weekend. Who is your website CRM? Is it FinalSite? We just went live last week with our new FinalSite webpage and now we're in the same boat.
1 -
@Roger Hootman This just started happening to us.
1 -
@Roger Hootman
yes, us too and since May 23 (with two open cases now)
our case #019366897
if anyone wants to post their case #, we can ensure they are linked0 -
Case 019331563 for us, open since May 23 with no hint of any progress toward a resolution.
0 -
@John DeMarce Our case was posted on the same day as yours. Issue actually started the night before on 5/22/2023.
0 -
@Bonnie Pearce2 Our case # is 019331590
0 -
@Rochelle Toomer Sorry. It is not Finalsite. We use a variety of website hosting services, depending on the program. We even use NetCommunity as a hosting service. Regardless of website hosting service, the problem exists on all. It really seems to be pointing to a problem with BB Merchant Services and their collection of information on the secure payment form. And it is very random.
1 -
@Roger Hootman Thanks! It sounds like just a coincidence in timing with our website launch. I also opened a ticket with BB support to give them the affected transactions. They're aware of the issue as it is affecting many customers. Fingers crossed..
1 -
@Roger Hootman I am having this issue with one of my OLX donation forms, not all. Has there been any updates on what the problem might be? Many thanks.
1 -
@Roger Hootman
Just on with chat about this issue. Case 0193699211 -
Here is some perspective on our issue.
Over the past 90 days, we have had over 460 transactions with a gross value of over $513K processed via BBMS. During that 90 day time period, BBMS collected over $108K in transaction fees.
During that 90 day period, approximately 20 transactions with a gross value over $50K with a fee of over $1.2K processed had no address information. Most of them happening over the past two days.
I am hoping this brings some attention to the seriousness of this issue.
2 -
@Roger Hootman
yes - we are seeing this too.1 -
@Roger Hootman We are seeing this to.?
0 -
@Roger Hootman
I chatted with them yesterday, they said they are working on it and will let me know when resolved. We've had it happen half the time on 3 of our forms. This is our case #019368875 if anyone needs it.It's a big problem for us.
0 -
@Roger Hootman
I just opened a case too 0193726100 -
This issue has been resolved. Contact support if you have not already received a secured email with a link to the missing information.
0
Categories
- All Categories
- 6 Blackbaud Community Help
- 213 bbcon®
- 1.4K Blackbaud Altru®
- 402 Blackbaud Award Management™ and Blackbaud Stewardship Management™
- 1.1K Blackbaud CRM™ and Blackbaud Internet Solutions™
- 15 donorCentrics®
- 360 Blackbaud eTapestry®
- 2.6K Blackbaud Financial Edge NXT®
- 655 Blackbaud Grantmaking™
- 576 Blackbaud Education Management Solutions for Higher Education
- 3.2K Blackbaud Education Management Solutions for K-12 Schools
- 939 Blackbaud Luminate Online® and Blackbaud TeamRaiser®
- 84 JustGiving® from Blackbaud®
- 6.6K Blackbaud Raiser's Edge NXT®
- 3.7K SKY Developer
- 248 ResearchPoint™
- 119 Blackbaud Tuition Management™
- 165 Organizational Best Practices
- 241 Member Lounge (Just for Fun)
- 34 Blackbaud Community Challenges
- 34 PowerUp Challenges
- 3 (Open) PowerUp Challenge: Chat for Blackbaud AI
- 3 (Closed) PowerUp Challenge: Data Health
- 3 (Closed) Raiser's Edge NXT PowerUp Challenge: Product Update Briefing
- 3 (Closed) Raiser's Edge NXT PowerUp Challenge: Standard Reports+
- 3 (Closed) Raiser's Edge NXT PowerUp Challenge: Email Marketing
- 3 (Closed) Raiser's Edge NXT PowerUp Challenge: Gift Management
- 4 (Closed) Raiser's Edge NXT PowerUp Challenge: Event Management
- 3 (Closed) Raiser's Edge NXT PowerUp Challenge: Home Page
- 4 (Closed) Raiser's Edge NXT PowerUp Challenge: Standard Reports
- 4 (Closed) Raiser's Edge NXT PowerUp Challenge: Query
- 792 Community News
- 2.9K Jobs Board
- 53 Blackbaud SKY® Reporting Announcements
- 47 Blackbaud CRM Higher Ed Product Advisory Group (HE PAG)
- 19 Blackbaud CRM Product Advisory Group (BBCRM PAG)