FAQs - Merchant & Payment Services - Blackbaud

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Merchant Services FAQs

Will Blackbaud Merchant Services work with my Blackbaud solutions?

Yes, Blackbaud Merchant Services is ready to use with our award-winning, PCI-compliant not-for-profit software solutions such as The Raiser's Edge, Blackbaud NetCommunity, NetSolutions, Blackbaud CRM, The Patron Edge and eTapestry. Our seamless integration enables you to maximise your Blackbaud investment, so you'll eliminate double entry and gain extensive staff time savings with streamlined bank deposit reconciliations.

Which cards can I accept with Blackbaud Merchant Services?

With Blackbaud Merchant Services, your not-for-profit accepts Visa®, MasterCard®, American Express® and Maestro (where accepted).

Does Blackbaud Merchant Services process debit cards?

Yes, Blackbaud Merchant Services will process debit cards that do not require a PIN.

Do I need a credit card merchant account?

No, you do not need to have individual credit card merchant accounts; Blackbaud Merchant Services handles the relationships with Visa®, MasterCard® and American Express®

Do I need to keep my current merchant accounts with Visa/MasterCard and with American Express?

It's not necessary. When you use Blackbaud Merchant Services, Blackbaud is your single point of contact for your Blackbaud software, gateway, merchant accounts, and PCI compliance. So, when you have a question, you contact Blackbaud for support.

Can I keep my relationship with my local bank?

Yes. Blackbaud Merchant Services deposits funds into your bank (or banks) of choice.

Can Blackbaud Merchant Services save my valuable staff time?

Yes. In most cases, Blackbaud Merchant Services clients save considerable time during reconciliation of credit card transactions with their bank statements because payments are grouped and disbursed together, eliminating the guess work of which payments/donations correspond to those in a bank deposit. Many not-for-profits also eliminate wasteful double-entry, allowing them to spend more time on their organisation's mission.

Can I process transactions remotely and at any time?

Yes, you will have unlimited access to a secure, free online portal where you can process payments at offsite events. You can even attach a USB magnetic card reader to your computer or laptop and swipe credit cards for speedy checkout at your events.

What type of reporting is available?

You will have unlimited access to a secure, free online portal where you can see your transactions in real time, do reconciliations, and run or export batch, detail, or custom reports. You will be able save time reconciling your bank statements with detailed disbursement reports that show you which transactions were included in each deposit – no more guesswork when reconciling your statements!

Is it safe to use Blackbaud Merchant Services?

Absolutely. Blackbaud has been processing payments for more than 10 years, and we have helped not-for-profits process and raise billions of dollars to help their causes. Blackbaud Merchant Services provides you with an end-to-end PCI-compliant solution. Our Blackbaud Vault encrypts sensitive information and keeps your donors secure by removing all of the risks associated with storing credit card information. With so much of the PCI compliance handled by Blackbaud, you'll spend more time on your organisation's mission.

Can I process recurring gifts with Blackbaud Merchant Services?

Yes, you continue to set them up in your Blackbaud solution, and credit card payments are processed via Blackbaud Merchant Services.

How can I keep my donor’s credit card data up-to-date?

Blackbaud partners with Visa, MasterCard, and Discover to provide a Credit Card Updater service. Credit Card Updater is a subscription service available with Blackbaud Merchant Services that helps organisations maintain accurate credit card data for recurring giving.

Credit card data is analysed each month to identify expired or out-of-date credit card information. Credit Card Updater then provides new card numbers and expiration dates when available.

Credit Card Updater, enables you to:

  • Avoid declined transactions and disruptions in recurring giving for pledges, recurring gifts and membership installment plans.
  • Reduce time spent contacting donors to update card information 
  • Reduce cancellations of recurring gifts
  • Keep donor’s time by proactively receiving updates

Credit Card Updater is currently available to UK-based organisations using Blackbaud CRM and Blackbaud Merchant Services that process transactions from credit card donors based in the U.S and Canada.

When will I receive my funds from Blackbaud?

Blackbaud disburses funds into your not-for-profit organisation's designated bank account four times per month. By combining a week's worth of payments/gifts from Visa, MasterCard, Discover, and American Express into one deposit, we help streamline your bank reconciliation process. Transaction fees are subtracted, and net funds are deposited in your organisation's bank account. Of course, your Blackbaud solution (such as The Raiser's Edge), will display the full amount of the donation or payment.

You can always access your information and see your payments in real time in the Blackbaud Merchant Services online portal.

What currencies does Blackbaud Merchant Services process?

With Blackbaud Merchant Services, you can accept online payments or donations from anywhere around the world when your supporters use Visa, MasterCard, American Express, Diner's Club or Maestro, and they will see the charge in their local currency.

You select the currency you in which you would like the funds disbursed. Currently Blackbaud Merchant Services disburses in Pounds Sterling, Euros (Ireland & UK), U.S. dollars (USD) and Canadian dollars (CAD). Blackbaud Merchant Services will continue to add support for additional currencies, so please contact us if you process payments in other currencies.

For additional questions about Blackbaud Merchant Services, please email Payment Services Support.

How do I link my CRM with my BBMS account?

eTapestry
Follow the steps below to link BBMS to your eTapestry account:

  1. Navigate to Management
  2. Navigate to My Organisation
  3. Click Preferences
  4. Enter your BBPS username and password.
  5. Save this change.
  6. Navigate to Management
  7. Naviagte to My Organisation
  8. Navigate to eCommerce
  9. Select “Add new BBMS processor”.
  10. Enter your BBMS details and save the change
  11. Log out of eTapestry for the change to take effect.

The Raiser’s Edge and Online Express
Login to The Raiser’s Edge as the ‘Supervisor’ user. Note that this is the default account for The Raiser’s Edge with the name ‘Supervisor’. Follow the steps below:

  1. Navigate to Config General
  2. Enter your BBPS Username & Password.

Once completed, click ‘Test Connection’. Your BBMS accounts automatically download in Config > Business Rules > Merchant Accounts.

Blackbaud NetCommunity
Login with an account that has Supervisor rights. Carry out the steps below:

  1. Navigate to administration
  2. Navigate to sites & Settings.
  3. Click into ‘Web Services’
  4. Scroll to Blackbaud Payment Services. 
  5. Enter your username/password
  6. Save your changes

Your BBMS accounts will automatically download in Administration > Merchant Accounts.

Can I only take payments via an online form with BBMS?

No, each product has its ability for payment processes and feature set. In eTapestry payments can be processed directly within a journal record. For The Raiser’s Edge, transactions are processed through the Batch module. When you process a transaction via the CRM product  then the donor will not automatically be acknowledged for the donation. If the donor donates via an online form (eTapestry DIY Form, Blackbaud NetCommunity or Online Express) and automated response will be triggered.

Does my CRM have any in-built fraud prevention methods?

eTapestry
eTapestry automatically adds a new restriction when six failures occur within an hour for a single IP address. The effective date should be set for one hour from the current date/time. If a restriction already exists for a given IP address and isn’t active (i.e. is disabled or the effective date is old), it will be activated with a one-hour restriction. 

You can also manually restrict particular IP addresses from attempting to donate on your pages. You should retrieve the IP addresses from each individual fraudulent transaction in the Web Portal, then carry out the below steps:

  1. Log into eTapestry
  2. Click Management
  3. Click My Organization
  4. Click the eCommerce tab from under the main account header
  5. Click Manage IP Address Restrictions from under Links
  6. On this page you can see any active restrictions, enable or disable them based on your needs
  7. Click New Restriction from under Tasks
  8. Fill in the Address, any Comments, and specify when you would like to restrict this IP address
  9. Click Save

Raiser's Edge
The Raiser’s Edge uses the fraud prevention measures within Blackbaud Merchant Services. Note that AVS is not used when processing Credit Cards via this product.

Blackbaud NetCommunity
NetCommunity can enable reCAPTCHA. Donation forms will ask the donor to enter a piece of text they see on an image. reCAPTCHA is widely used when making online payments.

Can I use any other payment processors with my CRM?

BBPS must be used regardless of the payment processor. The only other processor that is compatible with The Raiser’s Edge, eTapestry and NetCommunity is CyberSource, however the fees associated with CyberSource tend to be higher than BBMS.

How do I refund a transaction?

Refunds are issued within the BBMS Web Portal. Search for the transaction and select “Refund”. You can refund the full transaction amount or issue a partial refund. Credit card refunds must be issued within 180 days from the date of the original transaction. The refund will appear in the next disbursement cycle. BBMS refunds the transaction to the credit card company/bank immediately. Although, it may take 3-5 days for the bank to post it to the constituents account.

eTapestry
Keep your reports and historical data tracking accurate by reversing the transaction. Marking a refunded transaction as final and save. Then select the reverse option to show that it was refunded.

The Raiser’s Edge
Ensure you correctly amend the gift so your reporting remains accurate.

 
 

Serving the non-profit, charitable giving, and education communities for more than 35 years, Blackbaud (NASDAQ:BLKB) combines technology solutions and expertise to help organisations achieve their missions. Blackbaud works in over 60 countries to support more than 35,000 customers, including non-profits, schools and higher education institutions, healthcare organisations, foundations, and other charitable giving entities, and corporations.

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