Payments that could not be processed will display on your BigSIS Dashboard and will look something like the below screenshot.
Notice that instructions will display along with the table of unprocessed payments. Use the table below the instructions to View the item (e.g., Donation, Application, Contract, etc.) that contains the unprocessed payment. Usually the unprocessed payment is a declined payment, however, there are other reasons why a payment may not have processed. For example, an inactive subscription would stop a payment from processing. Subscriptions can become inactive for different reasons, you'll have to look into the transaction for clues. Payments are declined because (A) the payer had issues with their payment method (e.g., insufficient funds) or (B) there is an issue with your Authorize.net account.
If the payer is at fault (this is by far the most common reason for declined payments), click on View to the view the item with the declined payment.
- For any unprocessed payment, it is always prudent to go into your Authorize.net account and look up the transaction in question for clues about what may have gone wrong. Tips: be sure to look in both settled transactions (for payments older than a day or two) and unsettled transactions (for new payments in the last day or two) to locate the transaction in Authorize.net (Example ). After locating it (Example ), open it up to view the details and read the Transaction Status (Example ) which usually contains more details about the reason for the payment not being processed. This may help you narrow down the potential issues and figure out if it has to do with the user's payment method, your Authorize.net account, or even an issue in BigSIS (if everything else otherwise looks fine in Authorize.net for that transaction). This should be your first step.
- If the issue is due to a credit card problem, then cancel future Authorize.net credit card payments for that item and convert to offline payments logged manually. Then, ask the payer to remit future payments offline (e.g., check) so you can log it manually into BigSIS OR if the payer chooses to give you a new credit card, you may convert the item back to Authorize.net payments once again with the new information for re-processing.
- If the issue is due to a returned/bounced eCheck, then instead use the 'Unresolved Returned eChecks' widget on the BigSIS dashboard to resolve the issue.
Once the issue is resolved, go to the Payment Resolution Table and mark the item resolved so that BigSIS no longer notifies you about the issue with that item.
If, on the other hand, the issue is not with the payer but with your Authorize.net account, you must check your Authorize.net configuration to ensure everything is correctly set up. Be sure to reference the 'Help' button in the Donations table for help setting up your Authorize.net account properly.