Managing Transactions

The Transaction Manager provides search features that allow you to locate one or more transactions that meet certain criteria. After locating a transaction, depending upon the type of transaction with which you are dealing, you will be able to perform some of the following actions:

• Receipt* - you can access a PDF receipt for all types of transactions; depending upon the browser you are using, you may then be able to print the receipt, save the receipt to a file, attach the receipt to an email and send it to the constituent, or other actions specific to the browser you are using; the ability to access a receipt is controlled by a site setup parameter that is turned off by default
• View Receipt* - you can access a PDF receipt for all types of transactions; depending upon the browser you are using, you may then be able to print the receipt, save the receipt to a file, or perform other actions specific to the browser you are using
• Generate Receipt* - you can create a PDF receipt for all types of transactions; a receipt may be appropriate for a transaction, but not yet issued, as would be the case if the tax deductible level initially set were lowered, making more transactions eligible for receipting; included in this feature is the option of sending the PDF receipt by email or printing it out and mailing a hard copy
• Regenerate Receipt* - you can issue a replacement PDF receipt for all types of transactions; this action is only available if a receipt has already been issued for the transaction; the new receipt will have a different number and will invalidate the original; included in this feature is the option of sending the PDF receipt by email or printing it out and mailing a hard copy
• Refund - if the transaction involves a credit card payment, processed either online or offline, you can process a refund to the credit card account; at this time, you can process a full refund only; donors who have received a refund will be removed from donation form and donation level groups unless they have other donations to the same form and level; Reward points, however, will not be adjusted
• Delete - if the transaction has been merely recorded offline in the Constituent Profile (not processed), then you can delete the transaction; recorded transactions can include cash, check, or credit cards
• Edit - if the transaction has been merely recorded offline in the Constituent Profile (not processed), then you can edit the entry and correct the payment method, date of the transaction, and level of giving
• Change Donor - if a donation has been incorrectly attributed to the wrong donor -- for example, if the donor was logged in under the wrong user ID when making the contribution -- then you can change the donor who is associated with the donation
• Remove Soft Credit** - if a contribution has been given on behalf of a TeamRaiser participant or to a specific Tributes Fund honoree, it may be unassigned -- that is, it can be changed so that it is attributed to the general donation campaign, rather than to a specific participant or honoree
• Change Soft Credit** - if you are using TeamRaiser or Tributes, soft credit for a donation can be changed from the current assignment to one of the following: a TeamRaiser Participant, a TeamRaiser Team, a TeamRaiser Event, or a Tributes Fund

* The "Receipt" link will be available only if the Receipt Manager is not enabled. Otherwise, "View Receipt", which is identical in functionality, will render. "Generate Receipt" and "Regenerate Receipt" also become available only if you are using the Receipt Manager.

** The term "Soft Credit" is best defined with an example: If I participate in a TeamRaiser and you give money to the organization in support of me, you (the donor) get a "hard credit" for the gift but I (the participant) get "soft credit" for driving the donation. The same holds true for Tribute funds, where the fund gets the soft credit, but the donor to the fund gets the hard credit.

The actions that are available for each type of transaction are summarized in the table shown below:

** Starred items are available if the donation was made on behalf of a TeamRaiser participant, team, or event, or a Tributes Fund honoree.

† You cannot process ticket purchase refunds for multi-part events. For assistance, contact Convio Support.

Notes:

• All actions that are available using the Transaction Managerare also available from the Transactions page of the individual Constituent Profile.
• Recurring payments are not managed in the Transaction Manager; they are managed in the Sustaining Gifts tab in Donation Management (as well as the Transactions page of the individual Constituent Profile). Refer to Managing Recurring Gifts for details.
• You can have the system automatically send a donation or premium purchase transaction receipt to a user who requests one if your site is configured to offer Receipts and the Receipt Request component has been placed on a user-accessible page. When the user requests the receipt using the component, the system automatically sends an email with all matching information and attaches the receipts as PDF files. If no receipts are found, the email explains the search criteria used and that no matching receipts were found. You can configure the default content of this Receipt Request Autoresponder from the Autoresponder Center, which is available from the Site Setup option on the top-level navigation bar of the Administration Interface. For more information, see the Autoresponder Center online help topic.

  A transaction that is deleted or refunded will be immediately removed from the Transaction List on the Transaction Manager screen, as well as from the Transaction List in the individual Constituent Profile. A record of the change can still be accessed, however, from the Interactions screen in the Constituent Profile. A Refund Report is available for all refunded transactions.

This section covers the following:

• Accessing the Transaction Manager
• Searching for a Transaction
• Refunding a Transaction
• Deleting a Transaction
• Providing a Receipt for a Transaction
• Editing a Transaction
• Changing the Donor for a Donation
• Managing TeamRaiser and Tribute Transactions
  • Refunding an Online TeamRaiser Participant Registration
  • Removing Soft Credit for a Donation Made on Behalf of a Participant/Honoree
  • Changing Soft Credit for a Donation
  • Editing TeamRaiser and Tribute Donations
• Managing Political Donations
• Viewing Transaction Changes in the Constituent Profile
  • Running a Refund Report

Accessing the Transaction Manager

Access the transaction manager as follows: From the navigation bar, click Fundraising and then click Transaction from the drop-down list displayed.

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Searching for a Transaction

Because the Search locates Transactions and does not look at the status of the constituent, you will be able to locate and process Refunds and perform other editing functions for constituents who have been removed from active status as well as for those constituents who are currently active. The Search will return a list that contains no more than 500 constituents, as the Transaction Manager is intended to be used to perform Actions rather than for reporting purposes.

Use the search fields to locate the transaction of interest as follows:

1. Enter information in at least one search field. Acceptable entries for each field are given below:
   • Transactions made by this donor:
     • First Name - enter the first letter of the first name of the donor and as many consecutive letters as you have available
     • Last Name - enter the first letter of the last name of the donor and as many consecutive letters as you have available
     • Email - enter the first letter of the email address of the donor and as many consecutive letters and symbols as you have available
   • Gifts made on behalf of someone (for example, in TeamRaiser or Tributes):
     • First Name - enter the first letter of the first name of the TeamRaiser Participant or Tribute Honoree and as many consecutive letters as you have available
       

       Note: For TeamRaiser, this field will locate gifts to a participant, but not the participant registration itself.

     • Last Name - enter the first letter of the last name of the TeamRaiser Participant or Tribute Honoree and as many consecutive letters as you have
       

       Note: For TeamRaiser, this field will locate gifts to a participant, but not the participant registration itself.

   • Transactions with this transaction information:
     • Confirmation Code - enter the exact confirmation code
     • Amount Between - enter the value of the transaction expressed as currency; all of the following would be acceptable entries: $50.94, 50.94, 50, 50.9494; you can enter a range for the amount or enter only one value; if you enter a value only in the left field, the system will search for transactions equal to or greater than the entered value; if you enter a value only in the right-hand field, the system will look for transactions that are equal to or less than the entered value
     • Predefined Date Range - choose a selection from the drop-down menu; options include monthly, quarterly, and yearly periods.
     • Custom Date Range - choose options from the drop-down menus

       Important: Date fields can be used in conjunction with other search criteria, but you cannot search for transactions by date alone.

2. After entering your criteria, click Search. The screen below illustrates a sample return from search criteria of $5 to $100 (with a Predefined Date Range of "All Dates").
   

   Note: The ability to provide receipts is controlled by a site setup parameter. This parameter is turned off by default. Contact your Account Manager or a member of Convio Customer Support if you would like to enable this feature.

   

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   Refunding a Transaction

   If a transaction has been processed by credit card (either online or offline), the amount of the transaction can be credited back to the same credit card.

   Note: Although the following instructions work with all Transactions, online help exists specifically for:

   • Purchases made in an eCommerce store (refer to Processing a Refund for an eCommerce Purchase).
   • TeamRaiser registration fees (refer to Processing a Refund for a TeamRaiser Registration Fee or Additional Gift).
   • Ticket purchases made for an event (refer to Processing a Refund for an Event Ticket Purchase).

   Process a refund as follows:

   1. Use the Search features on the Transaction Manager to locate the transaction.
   2. Click the Refund link in the Actions column to open the first refund screen.
   3. Choose whether to process the refund or simply to record the refund and click Process.
   4. In the Confirmation box that opens, click Confirm.
   5. Click Done to return to the Transaction Manager screen. The transaction should no longer be listed on the screen, but will be available in the Refund Report.

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   Deleting a Transaction

   If a donation has been recorded offline (not processed) using the Transactions tab of the Constituent Profile, then the donation can be deleted. This action might be necessary, for example, if the donation was recorded in the wrong record.

   Delete a transaction as follows:

   1. Use the Search features on the Transaction Manager to locate the transaction.
   2. Click the Delete link in the Actions column to open the first deletion screen.
   3. Click Submit.
   4. On the second screen that opens, click Confirm.
   5. Click Done to return to the Transaction Manager screen. The transaction should no longer be listed on the screen, but you can View the Transaction Change in the Constituent Profile by selecting the Interactions tab.

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   Providing a Receipt for a Transaction

   Working with PDF receipts is significantly different with and without the Receipt Manager enabled.

   • Without the Receipt Manager enabled, you access receipts through a Receipt link in the Actions column. You can access a PDF receipt for any transaction provided you have the necessary site option. The receipt can then be printed, saved to a file, attached to an email, or used in some other way depending on the browser you are using.
   • With the Receipt Manager enabled, you have greater flexibility in working with receipts in the Transaction Manager. A View Receipt link in the Actions column replaces the Receipt link and allows you simply to look at a receipt. Generate Receipt and Regenerate Receipt actions let you issue and deliver new and replacement PDF receipts to constituents.

   To provide a receipt with the Receipt Manager Disabled:

   1. Use the Search features on the Transaction Manager to locate the transaction.
   2. Click the Receipt link in the Actions column to open the PDF file.
   3. Use the icons on the PDF viewer to Save or Print a copy of the receipt or to perform other actions as needed. A PDF receipt might look something like the following:

   

   4. When finished with the receipt, click the X in the upper right-hand corner of the PDF viewer to return to the Transaction Manager screen.

   To provide a receipt with the Receipt Manager Enabled:

   With the Receipt Manager enabled, the View Receipt action lets you simply view a receipt. You can provide a new receipt or a replacement receipt using either the Generate Receipt or Regenerate Receipt link in the Actions column.

   The Generate Receipt action will appear under these circumstances:

   • A transaction previously not eligible for a receipt became eligible as a result of a change made to the receipting requirements.
   • A transaction was completed with the Receipt Manager disabled. At some time afterward, the Receipt Manager was then enabled.

   To provide a receipt with Generate Receipt:

   1. Click on Generate Receipt in the Actions column. The Transaction Receipt Generation page displays.
   2. Under Select Delivery Option click to check the appropriate radio button for delivering the receipt by email or by direct mail. A confirmation page will load. If you are going to mail a hard copy receipt, you can click the "View Receipt" link to launch your PDF software and print.
   3. Click the Close button. The Transactions list page will reload.
   4. The Generate Receipt link will be replaced with Regenerate Receipt.
      

      Notes:

      • The Regenerate Receipt action issues a replacement receipt, invalidating the current receipt and creating a new receipt number. You use it exactly the same way as Generate Receipt.
      • For more on generating accurate tax receipts, see Understanding Enhanced Constituent Matching for Donations.

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   Editing a Transaction

   If a transaction has been recorded offline (not processed) using the Transactions tab of the Constituent Profile, then you can edit the entry and correct the payment method, date of the transaction, and level of giving.

   To edit a transaction that was recorded on the Constituent360 Transaction tab:

   1. Use the Search features on the Transaction Manager to locate the transaction.
   2. Click the Edit link in the Actions column to open the editing screen.
   3. Make changes to any of the following:
      • Payment Method - use the drop-down menu to choose between credit card, check, or cash
      • Transaction Date - use the drop-down menus to adjust the date of the transaction
      • Level of Giving - check a different radio button to change the level of giving
   4. Click Save to complete your changes and return to the Transaction Manager screen.

      Note: The Edit action for TeamRaiser and Tribute gifts opens a slightly different screen. See Editing TeamRaiser and Tribute Donations for more details.

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   Changing the Donor for a Donation

   If a donation has been incorrectly attributed to the wrong donor -- for example, if the donor was logged in under the wrong user ID when making the donation -- then you can associate the donation with the correct donor.

   To change the donor who is credited with a donation:

   1. Use the Search features on the Transaction Manager to locate the transaction.
   2. Click the Change Donor link in the Actions column to open the Change Donor for Donation screen.
   3. Provide the donor's information for the correct donor and click Save.
   4. If a single unambiguous record already exists for the correct donor, you will return immediately to the Transaction Manager screen. (An unambiguous record is one in which the First Name, Last Name, and Email address are all supplied and all match only one other record.)
   5. If you have supplied the Last Name and/or the First Name, or the Email address and the information supplied does not conflict with an existing record, the system will create a new record and you will also return immediately to the Transaction Manager screen.
   6. If the information you have supplied appears to match one or more existing records, you will be prompted to "Create a new contact or select an existing one." Make your selection and click Save to return to the Transaction Manager screen.

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   Managing TeamRaiser and Tributes Transactions

   Because of the nature of TeamRaisers and Tributes campaigns, options are available for these transactions that do not apply to other transactions. If the transaction involves a TeamRaiser or Tribute fund, you can do the following additional tasks:

   • Refund an Online TeamRaiser participant registration (TeamRaisers only)
   • Remove Soft Credit for gifts given on behalf of a participant or honoree
   • Change Soft Credit for gifts from the current donor (if any) to one of the following: TeamRaiser Participant, TeamRaiser Team, TeamRaiser Event, or Tributes Fund

   In addition, the editing process for a non-processed gift that has been entered through a TeamRaiser or Tributes fund is slightly different than for gifts entered through the Constituent 360 Transactions tab.

   Refunding an Online TeamRaiser Participant Registration

   This action is similar to refunding any online transaction, except that you must also decide whether to remove the registration or whether to refund the money but keep the registration active. If the participant is the only member of a team and you choose to remove the registration, then the team itself will disappear.

   Important: If the participant is the Captain of a team that has other members, you will not be allowed to refund the transaction until you assign another Captain.

   To refund an Online TeamRaiser Participant Registration:

   1. Use the Search features on the Transaction Manager to locate the TeamRaiser participant registration.
      

      Note: Use the upper portion of the Transaction Finder for this purpose.

   2. Click the Refund link in the Actions column to open the Refund Registration screen
      

      Note: This screen also notes that confirmed gifts made on behalf of this participant will be recorded as donations given directly to the event if you remove the registration.

   3. Click the appropriate radio button to either process the refund or simply record the refund in the Convio database.
   4. Choose whether or not to remove the registration or to refund the money but keep the registration active.

      Important: If the participant is the captain of a team that has additional members, you will not be allowed to remove this person until you assign another captain.

   5. Click Submit to open the Confirmation screen.
   6. Click Submit on the Confirmation screen to complete your changes and return to the Transaction Manager screen.

   Removing Soft Credit for a Donation Made on Behalf of a Participant/Honoree

   If a donation has been given on behalf of a TeamRaiser participant or Tributes honoree, it can be unassigned and directed instead to the overall donation campaign.

   To remove soft credit for a TeamRaiser or Tributes gift:

   1. Use the Search features in the Transaction Manager to locate the TeamRaiser donation.

      Note: Use the upper portion of the Transaction Finder to locate the donation by entering the name of the donor, or use the center of the Transaction Finder to locate the donation by entering the name of the participant or honoree.

   2. Click the Remove Soft Credit link in the Actions column to open the Confirmation screen.
   3. Click Confirm to complete the change and return to the Transaction Manager screen.

   Changing Soft Credit for a Donation

   The Change Soft Credit action allows you to move credit for a donation from the current donor (if any) to any of the following: a TeamRaiser Participant, a TeamRaiser Team, a TeamRaiser Event, or a Tributes Fund.

   To change soft credit for a gift:

   1. Use the Search features on the Transaction Manager to locate the gift.

      Note: Use the upper portion of the Transaction Finder to locate the donation by entering the name of the currently credited donor, or use the center of the Transaction Finder to locate the donation by entering the name of a participant or honoree.

   2. Click the Change Soft Credit link in the Actions column to open the first screen in the change flow.
   3. Select where you would like to move the soft credit for the gift by clicking one of the following:
      • TeamRaiser Participant
      • TeamRaiser Team
      • TeamRaiser Event
      • Tributes Fund
   4. Click the Search button to view the list that corresponds to your selection. For example, you might be moving a donation that was made directly to your fundraiser to a participant, so the TeamRaiser Participant list would open.
   5. Click Select in the Action column beside your specific target.
   6. On the page that opens, confirm that soft credit for this gift will be reassigned correctly.
   7. Click Finish to complete the change and return to the Transaction List page.

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   Editing TeamRaiser and Tribute Donations

   If a TeamRaiser or Tribute donation has been recorded (not processed by Convio), you can locate and edit the gift information using the Transaction Manager. You will be able to edit both the gift amount and the gift type.

   To edit a TeamRaiser or Tributes donation that has not been processed by Convio:

   1. Use the Search features on the Transaction Manager to locate the transaction.
   2. Click the Edit link in the Actions column to open the editing screen.
   3. Make changes to the gift amount if necessary.
   4. Click Record Cash if this was a cash contribution or enter a Check Number and click Record Check if this was a check contribution. In either case, you will be returned to the Transaction List page.
      

      Important: If you are changing the amount but the payment type is correct, you will still need to click the Record Cash or Record Check button to complete the change.

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   Managing Online Political Donations

   Online Political donations will only appear in the list returned by the Search features of the Transaction Manager if the gifts have been accepted and processed.

   The above sections on Viewing a Receipt, Refunding a Transaction, and Changing the Donor for a Donation can be applied to an Online Political Donation. Removing Soft Credit for a Transaction may also be applied to an Online Political Donation if it was made on behalf of a TeamRaiser participant.

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   Viewing Transaction Changes in the Constituent Profile

   You can view a record of individual transaction changes by accessing the Interactions tab of the corresponding Constituent Profile.

   To access a record of refunds and deletions:

   1. From the navigation bar, click Constituent360 and then click Contacts from the drop-down list displayed.
   2. Enter the name of the donor for whom you have made a change on the Find Contact screen and click Find.
   3. On the Contact List screen that opens, click either the View or Edit icon beside the name of the donor to open the Constituent Profile.
   4. Select the Interactions tab.
   5. Select Transaction Adjustment from the list of all Interaction types and click Filter.
   6. In the list of transactions that appears, click on the Subject of the Interaction (for example, Refund) to see the details of the transaction change.
      

      Note: You can access a record of Editing Changes and Donor Changes by choosing Show All rather than Filtering the view of Interactions.

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   Running a Refund Report

   A refund report is available to detail all refunded transactions.

   To run the Refund report:

   1. From the navigation bar, click Data Management and then click Reports from the drop-down list displayed.
   2. Click the plus sign (+) beside the Fundraising Reports folder to view the contents.
   3. Scroll down and click on the link for the Refund Report. You will be taken directly to the Report Results screen.
   4. Click the Refresh button until the Status indicates that the report has been Completed.
   5. Click the appropriate icon to View the report, Download the report, or Print the report.

      The help file for the report contains more details about the fields contained in the report.

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