We've experienced transactions that were approved in BBMS but failed in our Luminate Online due to a 'Gateway Connection' failure (statusCode = 500). There should be some kind of email notification in real time that can allow customers to know that there has been a connection failure so transactions can be reviewed in BBMS and/or notify Blackbaud that there's an issue.
Guest
We strongly support adding the ability for users to opt in to email notifications when donation transactions fail. Recently, we experienced an issue on Blackbaud's side that caused several transactions to fail without our knowledge. Fortunately, a donor contacted us the following day, which prompted us to investigate and discover additional failed donations. Had we been notified immediately by Blackbaud, we could have proactively addressed the issue, communicated with affected donors, and minimized disruption to the giving experience. Providing failure notifications would allow organizations to respond quickly to payment processing issues, protect revenue, maintain donor trust, and deliver a better overall donor experience. This feature would help organizations move from a reactive approach to a proactive one when transaction issues occur.