Possible causes:
  • An admin moved the transaction. Most transactions can be moved from one constituent record to another through the "Change Donor" link by admins. To determine that this has happened, go to through the "Transaction Adjustment" interactions under the Interaction tab. To fix this you can either use the "Change Donor" link again or find or create another constituent record and use the "Change Donor" link on the transaction.
 
  • The constituent's record has been updated, usually by a data sync, with the information of a different record than the one associated with the transaction after the transaction was made. If Jack made a transaction and it was associated with Jack's constituent record and then the constituent record was updated with Jill's information, the now Jill record will still show Jack's transaction. To determine that this happened, follow the steps in this article. To fix this you can either revert the changes on the constituent record back to Jack's information or find or create a constituent record for Jack and use the "Change Donor" link on the transaction to associated with Jack's record.
 
  • The email address used by Jack was previously associated with Jill. Luminate keeps track of email history. If the history shows that Jill used to have Jack's email address, the system may use that history to associate Jack's transaction with Jill's constituent record. If you would like the email history tracking turned off to avoid this, contact support. To determine that this happened, go through the "Contact Record Change" interactions under the interaction tab to see if the email address was associated with the constituent record before the transaction was made. The fix for this is to find or create a constituent record for Jack and use the "Change Donor" link on the transaction to associated with Jack's record.
 
  • The constituents shared a computer. If Jack uses Jill's computer to make a transaction and Jill is logged in, the transaction will be associated with Jack. The fix for this is to find or create a constituent record for Jack and use the "Change Donor" link on the transaction to associated with Jack's record. If all of the other causes have been ruled out, contact support to check the web logs. The fix for this is to find or create a constituent record and use the "Change Donor" link on the transaction.
 
  • A donation can be associated with a constituent record due to a match by user name even if the email address does not match. For example if a constituent record has an email address of 123@blackbaud.com and a user name of 456@blackbaud.com and a constituent makes a donation not logged in with an email address of 456@convio.com, the transaction can be associated to the record with a user name that is the same even though the email address isn't. This has been reported as a bug, E-67874.


     
  • The donation was made without an email address. If you do not require email address when making a donation and the donor is not logged in, the system will attempt to match based on the name. If there are multiple records with the same name, it will generally choose the record with the earliest creation date. The solution is to make email a required field on donation forms to prevent these issues.