Blackbaud Merchant Services

Add an Email Notification for Gateway Declines - BBMS

We would like to setup a notification for Gateway Declines within BBMS, specifically when a payment has attempted to pay but has been declined (for whatever reason). Ideally this would mimic other current notifications like Chargebacks/Suspect Transactions with a frequency option of 'As it happens'.


Currently the only way to identify these payments is to actively check your account every day, if there have been a lot of payments - it can sometimes get missed for a day or two. 

  • Guest
  • Oct 1 2019
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  • Cynthia Isaac commented
    12 Mar, 2020 07:44pm

    Good Afternoon,

    I apologize for the delayed response as I���m just seeing this now. It would help us stay on top of system issues, site issues, or any other issues that may be occurring. Currently we are only notified only by frustrated donors and there are probably countless more that experience errors and give up without every reaching out to us.

    It would also be helpful if the errors that donors encounter when trying to donate are more specific such as invalid CVV code, etc.

    Thanks for reaching out.

    Cynthia Isaac
    Embrace Kids Foundation

  • Guest commented
    21 Nov, 2019 05:46pm

    This is a great idea. There are no notifications pushed from BBMS to the client about system failures and issues, an uptick in declines will allow us to identify if there is a problem with the system or if a recently implemented form was ill designed.

    Currently we have to be notified by donors that their credit cards are failing then we check the system status. Ideally a notification should be sent for all system failures or slowness but decline notification upticks would be a good workaround.

  • Lee Turner commented
    15 Nov, 2019 04:37pm

    Hi there, thanks for your suggestion! Once you receive an email notification for a gateway declined payment, what are you expecting to do with that information? Knowing this will help us better understand the pain point that you're experiencing.




    Senior Product Manager, Payment Services