This issue has been reported to occur when there is a delay in updating the answer file for credit card transactions between Raiser's Edge and Blackbaud Merchant Services. When a significant delay occurs, Raiser's Edge returns a rejection code to all gifts in Batch while the transactions complete processing. When the gateway processing successfully completes the authorization and rejection codes appear correctly in Blackbaud Merchant Services but do not update Raiser's Edge.
Users can confirm if the Raiser's Edge gifts were successfully processed (or declined) in their Blackbaud Merchant Services account. The authorization and rejection codes will not re-populate Raiser's Edge once the unknown error code occurs in a gift batch. Inputting the authorization codes is not required to save and commit the gift batch. To save the authorization codes in Raiser's Edge users can manually add the values from Blackbaud Merchant Services.
Steps to update the Raiser's Edge gifts
1. Navigate to your Blackbaud Merchant Services account to verify the transaction results.
2. Navigate to the affected Raiser's Edge gift batch and clear the rejection codes. If you identify valid rejection codes for some gifts, retain the rejection codes in the batch. These transactions can be moved to an exception batch to be addressed separately.
3. Commit the gift batch.
If you have questions or concerns please contact support.