Transactions missing from the NetCommunity plugin

A donation, event registration, membership, or form transaction is showing up in my merchant account, however I never saw it come into the NetCommunity plugin inside of the Raiser's Edge so that I could process it. 
Alternatively, you may see a transaction in the merchant account, but you didn't see the transaction in the plugin. You want more information about the transaction. 
There are many reasons the transaction may be missing from the NetCommunity plugin. Below is a summary and a detailed explanation. 

Summary
  • Transaction was deleted
  • Transaction was processed into a batch by another user. Check any uncommitted batches to confirm the transaction is not there.
  • Confirm the transaction does not exist on the user's record in The Raiser's Edge
  • If you confirmed this information, please proceed with reading the information below
Note: If you organization uses forms under Site Explorer>Forms, this data does not sync to The Raiser's Edge. See How to access Online Applcation, Online Reenrollment, and Common form data from NetCommunity for more information.
 
There likely was a temporary disconnect in service which prevented the transaction from showing up in the plugin. If the donor reported an error message, for example a runtime error, at the time the transaction was submitted, and the transaction is missing, this could be why the transaction is missing. 
If a user clicks stop, refreshes or closes their browser the donation may appear in the merchant account but not in Blackbaud NetCommunity. This is because the merchant account is contacted before the donation is recorded in the Blackbaud NetCommunity database.

When this occurs, the transaction information will need to be manually entered into The Raiser's Edge, using the information within the Merchant Account. 

Detailed description
In order to determine why this has happened, it is important to visualize all the steps that a transaction undergoes.
  1. An online user submits a donation, event registration, membership, or form transaction.
  2. Blackbaud Payment Service (BBPS) does an initial address and data formatting check along with data encryption necessary for security compliance.
  3. The transaction data, referred to as XML data, is instantly written to the sub-table [ 'dbo.DonationTransactions' ] inside the NetCommunity database. 
    Note: The XML data is written to this sub-table whether or not the transaction is eventually approved or declined by the merchant account. 
  4. The transaction is sent to the merchant account gateway for verification. 
  5. The NetCommunity webserver waits 90 seconds for an approval or decline response from the merchant account gateway.  
  6. If the merchant account reports an approval response, then the XML data is written to the table, [ 'dbo.Transactions' ].
    Note: Unlike with the [ 'dbo.DonationTransactions' ] sub-table from step 2, XML transaction data is only written to this table if an approval code is issued by the merchant account within 90 seconds of the request. 
  7. The donor is now served up the confirmation screen, and an acknowledgement email is triggered to be sent to the donor.
  8. When you open the NetCommunity plugin within Raiser's Edge, the XML data for this transaction is sent over to RE and the transaction appears for you to process into a Raiser's Edge batch. 

If the XML data is written to [ 'dbo.XXXXXXTransactions' ] table from step 2., but it was not written to [ 'dbo.Transactions' ] from step 6, this would indicate that the NetCommunity web server never received an approval code from the merchant account. 


Action Plan
Confirm the transaction was processed successfully within the Merchant Account, and confirm the transaction came from BBNC and not another product.
If you confirmed this information, enter the transaction manually into The Raiser's Edge.

 
Convert XML.pdf

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