Transaction Records

At the top of the transaction record, view important details about the transaction, including the amount, account holder name, status, and transaction date.

Under Transaction info, view the gross amount, fees, and net amount of the transaction. You can also view more details such as the credit card or bank account, the program used to submit the transaction to Blackbaud Merchant Services, the gateway result, and more. For more information, see Transaction Information.

If a transaction is refunded, under Related transaction, you can view details about the refund, including the amount, account holder, source, status, and date.

To open the refund, select its menu , then select Details.

For card not present transactions, under Fraud management, you can view details about the risk assessment such as the risk score assigned, the risk score threshold set when the transaction processed, and whether the transaction passed the various risk factors such as anonymous proxies and account velocity.

Note: Blackbaud sets the risk threshold based on several risk factors and incoming transaction volume.

If a transaction is disputed, under Dispute details, you can view the dispute amount, status, reason, and due date.

For a challenged chargeback, you can also view the date of the challenge and any files or notes added in support of the challenge. For more information, see Disputes.

From the web portal, you can refund card transactions that were made within the last 365 days and direct debit transactions made within the last 90 days.

Warning: When you refund a transaction through the web portal, no corresponding refund appears in your Blackbaud application. To ensure accurate totals in reports, you should only process refunds through the web portal if your Blackbaud application does not support refunds.

1. From the transaction record, select Refund.

2. Enter the amount to refund to the account holder.

   Note: For direct debit transactions, you can only refund the full amount. Also, when you refund a direct debit transaction on the same day it was processed, the transaction is voided.

3. Select Refund.

Note: To prevent refunds for declined transactions, Blackbaud Merchant Services automatically holds refunds issued for direct debit transactions until five business days after the date of the original transaction. Blackbaud Merchant Services also automatically refunds any direct debit transactions that are approved but then returned by the bank.

Note: You must refund Interac payments through the MobilePay Terminal app. You can't refund them from the Blackbaud Merchant Services Web Portal.

When you accept credit card transactions through the web portal or the Blackbaud MobilePay Terminal mobile app, the application automatically emails the cardholder an acknowledgement for the transaction. If necessary, you can send the acknowledgement to the cardholder again, such as when the email address was entered incorrectly.

1. From the transaction record, select Email acknowledgement.

2. Enter the recipient's email address, the reply-to address, and a subject line for the email.

3. Select Send.

Tip: For information about how to configure the default information to appear in email acknowledgements created by Blackbaud Merchant Services, see Email Acknowledgement Settings.

To comply with data privacy laws, such as when an individual asks you to delete their data, you can de-identify a transaction from the web portal. This ensures the transaction is no longer associated with an account holder.

From the transaction record, select De-identify and confirm changes. After you confirm, all personal data for the transaction permanently displays as Anonymous in records, reports, and lists.

Note: If the transaction exists in another solution, such as Blackbaud Raiser's Edge NXT, you must update it separately.

For more information about privacy laws and compliance, visit Blackbaud's Privacy Resource Center.

Tip: Admins! To give non-admin users rights to de-identify transactions, add a permission to their role. When editing a merchant services role, under Transaction management, select De-identify transactions. For more information, see Modify a role.