Soft Credit not applied when donation came in through NXT donation form

Kim Whitley
Kim Whitley
Name Dropper Facilitator 1 Blackbaud Certified Loyalty Badge
in Blackbaud Raiser's Edge NXT®: General Discussions

We received a donation yesterday from a donor whose spouse is marked as "Automatically Soft Credit…" (and vice versa). The donation came through an NXT online donation form. We have just started using the NXT online donation forms, so do not have much experience with any nuances of them.

Any thoughts on why the soft credit did not get applied to the spouse's record?

Answers

  • Carlene Johnson
    Carlene Johnson Community All-Star
    Tenth Anniversary Kudos 5 Raiser's Edge NXT Fall 2025 Product Update Briefing Badge First Reply
    edited September 5
    1. Did you identify this issue AFTER you had committed/approved the batch? It won't show up on the spouse's record until after the batch has been approved. If you have not yet approved the batch, go ahead and approve it and then let us know if it shows on the spouse's record.
    2. If you already approved the batch and it is not showing I would check to see if BOTH spouses have the Automatically Soft Credit box checked. Sometimes only one does and that can create confusion and inaccuracies, for sure!
    3. If both spouses had the box checked at the time the batch was approved and the gift is not appearing on the spouse's record I recommend contacting support.
  • Joy Prevost
    Joy Prevost
    Sixth Anniversary Kudos 2 Name Dropper Participant
    edited August 29
  • Mary Zieten
    Mary Zieten
    Tenth Anniversary Kudos 4 Name Dropper Participant

    We're having this same issue. In the past, the soft credits have come across while I'm processing the batch, not after it's approved. It's only with gifts that are submitted via the giving form. If I enter a manual payment in the batch (a check that's come in, for instance), the soft credited person shows immediately, so it's related to the giving form, not to the batch, necessarily. I'm just glad to know it's not only me. Definitely submit it to support. If you want them to realized it's more than just you, fell free to share my case number, so they have more people to look at. Case No 020470498

  • Stella Limuel
    Stella Limuel
    Fourth Anniversary Name Dropper Participant Facilitator 1

    I just noticed we're having this same issue and my googling led me to this read. I also noticed that it only happens with the online giving/event registration forms, although there are like one or two gifts that came from one of the giving forms that have the soft credit applied. My automated recurring payment batches are fine.

    Something that might be related is that the last gift from the giving forms with SC applied was on 8/13. Sometime in the morning of 8/13, we stopped receiving the automated donation notification emails until this aforementioned gift. I'm wondering if it's related.

    I've also opened a case and my case number is 020488601.

  • Emily Lang
    Emily Lang
    Third Anniversary Name Dropper Facilitator 1

    We are having the same problem. The soft credits check boxes are checked but donations that came through an event did not do the soft credits at all. I know the normal donation forms are working because I see the soft credits in the batch.

    @Stella Limuel did you ever get a response from support on this? Thanks!

  • Stella Limuel
    Stella Limuel
    Fourth Anniversary Name Dropper Participant Facilitator 1
    https://community.blackbaud.com/discussion/comment/308396#Comment_308396

    Hi Emily, I think at some point they fixed this initial issue, but after Microsoft was down recently, I started experiencing another issue where soft credit is not added when the hard credit is merged from a duplicate constituent created by the event registration form. I need to follow up with them but they were working on it.

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