Change your process so that successful BBIS transactions don't fail to get into CRM when a user closes their browser.

We occasionally have users successfully charge transactions that never get into CRM. This is, in part, due to the fact that the process to get transactions in the CRM batch depends on the user keeping their browser open through the entire process after a credit card is charged. This has created some embarrassing situations where users were charged for event registrations or donations that we were unaware of.

I propose that you change your process so that the reconciliation between CRM and BBPS is a pure server-to-server process as opposed to being dependent on the client keeping their web browser open.  I have found this to be a pretty common practice with other e-commerce solutions I have utilized. 

If you ever do go to this model, a side benefit is that you can have a report on what server-to-server calls failed and then set up a process that allows you to retrigger a reconciliation process for any that have failed. 

  • Greg Harmelink
  • Feb 16 2016
  • Planned
  • Apr 17, 2019

    Admin response

    We are rolling out Checkout for Advanced Donation Form and Payment 2.0 with the SP20 release, and the remaining BBIS transactional parts (Donation (direct to payment) and Events (classic)) will be enhanced for SP21.

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  • Guest commented
    11 Nov, 2019 04:13pm

    Hi All,

    This issue has NOT been fixed with BB Checkout and the ADF. We at the University of Illinois Foundation are on SP 20 and using ADF and checkout and from the time we have gone live we have had multiple instances of orphaned transactions.

    In fact we are now seeing duplicate transactions in the batch as well. Duplicate as in the exact same transaction with the same GUID is appearing twice sometime thrice in the batch and the database tables.

    Thanks, Shweta!

    University Of Illinois Foundation


  • Guest commented
    15 Apr, 2019 09:02pm

    We are having the same issue as well and are using the donationtransaction table. We also have custom JavaScript on our ADF that gives an error page instead of the a thank you for your gift so donors to not attempt multiple transactions. It’s just a bandaid on the front end but obviously doesn’t fix the core issue. 
    We had escalated this with Blackbaud and were told this is a platform level issue that may not be addressed. but looking at this idea bank gives us a ray of hope. 
    It has been an extremely poor experience for our donors so much so we have lost gifts and the whole giving experience is bad for the donor. We have this issue on from the time we switched from PayPal to BBMS. We have had irate donors call us, the gift processing team has to manually key in these orphaned transactions it’s it’s just a painful process.

    When do we expect this to be a part of the Advanced Donation Form? We are currently using the proceed directly to payment page option on the ADF.

    Thanks, Shweta!
    University Of Illinois Foundation

  • Admin
    Samantha McGuin commented
    16 Jan, 2019 08:33pm

    Hi all!

    I wanted to give another update on this. As referenced in an earlier comment, we plan to roll out code that provides more "safe handoffs" of transaction data along with Blackbaud Checkout, which is a new overlay payment entry interface.

    Checkout will release in just a few short weeks on the event registration form as part of the SP19 release.

    Our next forms will be the Advanced Donation Form,and Payment 2.0 form, that we are planning for the SP20 release (April release timeframe.) Customers using the standard donation form part with payment 2.0 will be able to use Checkout at that time as well. Adding Checkout to the standard donation form for those using the "direct to payment" option will be next up on our list.

    Samantha McGuin
    Principal Product Manager

  • Admin
    Samantha McGuin commented
    19 Dec, 2018 06:03pm

    Hi all,

    Just wanted to give an update to where we are with this issue:

    We are aware of an ongoing, intermittent issue BBIS customers are experiencing where transaction data from an online transaction does not make it back into the BBIS batch. Through extended testing and trying to reproduce, we have not been able to reproduce this issue and are unable to provide a "fix." However, we have done analysis on the data transfer process and have moved forward to rewrite the backend transaction processing code to provide more touchpoints and "safe handoffs" to guard against lost data and this situation. This new transaction code was released as part of our mini donation form as part of "Blackbaud Checkout." Due to the high risk in this area of code and how extensive the changes were, we held this work from other parts until sufficient feedback was attained from customers using the mini donation form and the new transaction processing code.

    We plan to roll out this new code to all transactional parts in 2019. The team has started work already with the event registration  and Checkout will be released in the January 2019 release for the event registration form part . Donation forms will be following soon after. You can track this with the Blackbaud Checkout work that we talk about in roadmaps - the new processing code comes alongside of the new Checkout payment entry interface.

    Samantha McGuin
    Principal Product Manager

  • Ala Rasoul commented
    27 Sep, 2018 07:50pm

    I'm surprised that Blackbaud thinks of this is an "enhancement" and they want us to vote for it! This is a major bug in the system, Blackbaud should have fixed this years ago! 

  • David Werner commented
    27 Sep, 2018 07:40pm

    This is becoming an escalated issue for us.  We've had two donors in the last two weeks make donations through a BBIS donation form only to discover that we're not able to download the transactions into CRM batch.  Since we use a "gift basket" concept allowing the donor to choose the gift designation from a large selection, the prescribed work-around through a manual batch doesn't allow us to accurately select the designation(s) chosen by the donor.  

  • Jeffrey Coleman commented
    12 Sep, 2018 06:58pm

    Please make this issue a top priority.

  • Michael Henry commented
    12 Sep, 2018 03:42pm

    This is becoming a serious issue for us. Please ensure that work on a solution is not put on the back burner. Thanks!

  • Guest commented
    10 Sep, 2018 10:12pm

    We're seeing an increase in these 'orphaned' transactions. Most recently, a donor attempted to make two separate gifts back-to-back. One transaction successfully made it to batch while the other did not. The donor thought there was an error because they didn't receive a second confirmation email and submitted a third gift, resulting in them being charged three times. Luckily, our gift accounting team got in touch with the donor before submitting a fourth charge. In the end, the donor was charged by BBMS three times, while only one transaction made it to batch. This is wreaking havoc on our gift committal process resulting in many refunds and many hours of manual review. Until there is a proper fix, is there something we can kick off on the webserver to trigger transactions that we know are successful transactions? In other words, can we synthetically imitate the 'success authorization' the webserver is looking to BBMS for?

  • Carol Green commented
    2 Jul, 2018 07:39pm

    This would be very helpful - especially for events where we set capacities. We can't have people showing up for events where we have limited spots (that we didn't know about ahead of time). 

  • Admin
    Samantha McGuin commented
    29 Jan, 2018 02:23pm

    We are rolling this out as part of the Blackbaud Checkout addition to all of our transactional form. This is available currently in our Mini Donation Form, which was released as a beta. While Blackbaud Checkout is more of a UI change, underneath the hood we have completely rewritten the process in which we handoff transaction information back and forth between the BBIS page, Blackbaud Payment Services, and back to BBIS and ultimately CRM.

    This is currently second on our priority list... you should start seeing this rolling out to other parts around SP17.

  • Daniel Wood commented
    26 Jan, 2018 09:49pm

    Any idea on when this will be available or how it will work?

  • Guest commented
    19 Jul, 2017 07:19pm

    43 votes, make it happen! :)

  • Admin
    Samantha McGuin commented
    22 Feb, 2016 06:56pm

    This idea is currently under review. We encourage users to continue to vote on this idea while we assess solutions and we will post back to this idea soon!

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