High number of unresolved sales orders

Debbie McKenzie
Debbie McKenzie
Tenth Anniversary Kudos 2 Name Dropper Participant
in Blackbaud Altru® General Discussions

We've been receiving an unusually high number of unresolved sales order for the past week and a half. Normal is 1-2 a month, this past Sunday we had 8. 2 already today. For the vast majority all we have to do is click on complete. I've opened a case with support (# 202565177), but am curious if anyone else is seeing this problem. The sales order won't visible to our front desk staff until it is complete, nor will the ticket buyer receive their confirmation and ticket emails.

Answers

  • Scott Steffen
    Scott Steffen
    Participant Kudos 1 Facilitator 1

    Good morning, Debbie,

    We were also experiencing a huge increase month over month and since speaking with Altru chat support earlier this week about the situation, we haven't had any come through. Something was yucky but someone unyucked it.

    Coincidentally, we are seeing the Altru Order Alerts not functioning properly (sending Donation notifications to team members without that box checked to receive them, for instance). Also last week, the Altru Order Alert subject lines swapped out the specific type of alert. On 10/17 at 6:08 PM, the subject line was Altru Alert - New online sales order: Memberships and then 10/17 at 8:47 PM, the subject line was shortened to Altru Alert - New online sales order.

    What a great day to practice patience in the workplace;)

    Scott Steffen

    Fernbank Museum

  • Kent Henderson
    Kent Henderson
    Tenth Anniversary Kudos 1 Name Dropper Participant

    Debbie,

    We are also having an increased number of unresolved online orders as you've described. It also causes financial reporting issues when the order is completed on a different day than submitted.

    Thank you for submitting the issue to support.

    Kent Henderson

    Cheekwood

  • Krystle Weddle
    Krystle Weddle
    Fifth Anniversary Facilitator 1

    We just started getting unresolved sales orders at the start of November. The sales orders and donations are not showing up in the constituent profile but still charging them, so if we push the sales order through it charges them twice. I'm also the victim of receiving donation notifications when they are not set up to send to me.

  • Kelly Olson
    Kelly Olson
    Seventh Anniversary Kudos 2 Name Dropper Facilitator 1

    We also are experiencing issues with an increased number of unresolved sales orders. I just chatted with support and they say they are aware of the issue and still working on it.

  • Joe Killian
    Joe Killian
    Kudos 2 Second Anniversary Name Dropper Facilitator 1
    edited November 12

    [removed]

  • Tamara Christensen
    Tamara Christensen
    Ninth Anniversary Kudos 3 Name Dropper Participant

    I had 2 issues with my BMS deposit today - one was an unresolved sales order for a membership. We completed it (and I just checked and it did not charge her again). However, the mismatch in timing complicates the deposit entry.

    The other is something that has just started in the last year, when there is a refund after a BMS report period ends, but before the reports are issued, it shows up out of sync with the Altru report. This is a relatively new issue that they know about, but I'm not sure if they are going to fix it. What I do is scan through my BMS report first to see if any transactions occurred not in the period. For example, today's report was from 11/1 to 11/,7 and there was a refund on 11/8. This also really complicates the deposit entries.

    I learned about some new reports in the Treasury tab - Reconcile Transactions and Disbursements; however, they take a bit of time to catch up after the deposit reports are issued, and sometimes they say the reports are reconciled when they aren't. They are occasionally helpful.

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