Problems with our downstream partners can have a profound impact on your donations, especially during service times and other times when transaction volumes are at their peak.
How Will I Know Assured Payments Is Working?Visibility and impact to you is intended to be minimal. This works in the background, queueing payments when necessary and processing them for you later. There's nothing you need to do to switch it on or off. The only things you are unable to do when Assured Payments is functioning, is enter card gifts through Gift Entry and initiate refunds.
Why can't I process card payments?
Because processing card payments through Gift Entry is controlled by the admin, temporarily disabling entry during a downstream service disruption will provide the best experience for everyone, as the status of the attempt cannot be validated in real time.
This ensures only one email receipt is sent to the donor when the payment is processed successfully (see The User Experience, below) and that you are able to retry the payment immediately, should the card attempt fail due to invalid details.
You will be able to process card gifts again as soon as we have confirmed that our downstream partner is back online.
How long will Gift Entry processing be down? Will I know when it's back up?
Gift Entry card processing will be unavailable until we can confirm that our downstream partner is back online. All other gift types are still able to be processed.
There is no notification process for this aside from the information visible on the Gift Entry screen. When you are once again able to process card gifts, the card option will again be available and the notification message will disappear.
Why are card transactions showing with a 'processing' status?
Due to problems with one of our downstream partners, we were unable to process transactions immediately. We are currently holding these in a queue. Card transactions will remain in a processing state until we have confirmed that our downstream partner is back online. We will then process these transactions for you.
Why can't I refund a transaction that's showing with a 'processing' status?
We are unable to refund transactions until we know where they succeed or fail. We don't know this until they have been processed.
The User Experience
What is the end-user experience? Should I notify members?
End users will see some small behavioral changes in the payment experiences and the notifications they receive. Instead of receiving a transaction receipt at the end of their giving process, they will receive an email confirming authorization of a gift. Once our downstream partner is back online, and their payment is processed, they'll either receive a receipt, or a notification that the transaction was not successful.
Any transactions initiated by end-users whilst Assured Payments is on, will also see transactions showing in their account with a 'processing' status.
For more on the overall process, see our Assured Payments Overview.