Transactions from BBIS are charged in BBMS, but do not appear in a CRM Batch

When accepting donations online from BBIS, the transaction should be charged through BBMS and then stored in a Batch in CRM for review. However, users are finding that the charges from BBMS intermittently do not appear in CRM under Web> Manage Web Transactions.

There may be multiple causes for this issue.  Here are troubleshooting strategies that have been used in the past.  

  1. Access Failed Transactions tab in the Web > Manage Web Transactions.  There will be a failure message that can be investigated further.  The most common of these messages relates to a missing field in the batch template, which you can edit directly from the Failed Transactions tab.  The most common scenario for this to occur would be the situation in which an attribute was added in CRM and BBIS, but the batch template was not updated to include the new attribute.  
  2. Search for an commit all uncommitted batches. (including exception batches!) 
  3. You can also access Treasury > Outstanding Credit Card Transactions page to confirm that a charged transaction really is missing from CRM. For transactions that are in Blackbaud Merchant Services (BBMS) but not in Blackbaud CRM, you’ll see them in the “Settlement report transactions to reconcile” section. This is dependent on using either the BBMS auto settle option or importing the reconciliation files from the payment processor. 

Environment

 3.0.516.60

Was this article helpful?


Thanks for your feedback! Did this solve your issue?

Comments (optional):


Thanks for your feedback!
We're glad it was helpful but sorry it didn’t solve your issue. If you need assistance, click Chat with Support below.
We’re sorry to hear that. Please tell us why.

 I don't like how this works.

 The answer is confusing.

 The answer didn't match what I was searching for.

Additional Comments (optional):


Thanks for your feedback! If you need assistance, click Chat with Support below.
Thanks for your feedback. Help us make our products even better by sharing details in our Idea Banks or our online Community.
Thanks for letting us know. We'll work on clarifying the information in the article. If you need assistance, click Chat with Support below.
Thanks for letting us know. We'll work on updating the search engine to return more relevant results.