we had a situation where a donor disputed the payment and claimed they did not receive a service when we have proof the donor attended the event and did receive the service. We lost the dispute. My concern is more people will use this to get a free service and I don’t know what to provide to PayPal as documentation

Sorry to hear that’s the position you find yourself in Elissa. OK, let’s see if I can help and connect you with the PayPal integration team I worked with to sort out the issue. Can you kindly send me over your communications with the PayPal support team and your site ID, plus data on the transaction in question please. Date, time, donor, etc. If you can email me directly on shaun.porteous@blackbaud.co.uk I will work with you and PayPal to understand more.

Sound Good?

Thanks,

Shaun

Thanks, Shaun. The information we've received from PayPal is much different. We've been charged a fee due to a donor making a larger gift in error via the BB donation form PayPal function and disputing the charge as "item not received." We've gone back and forth with PayPal and have been informed the issue lies with the button being retail. I'm not sure how to resolve this since we don't have control of the PayPal button on the form.

Hi Elissa,

Thank you kindly for sharing this post. My name’s Shaun and I work as a senior Product Manager on the BBMS solution. I also worked on bringing the PayPal integration to BBMS and therefore can share more information to your raised questions/point. I believe the confusion is likely when your team spoke to PayPal support, their support team would have been focused only on their direct connection options. This being a direct connection from your website to PayPal via your business account. An integration from internal (or 3rd party) built developers on your website. The team would not have reviewed that your PayPal button/solution is an integration with Blackbaud (BBMS). This is important because the PayPal button that the PayPal team discussed is directly linked to PayPal’s Giving Fund. This would require charities and NFPs signing up to PayPal’s Giving Fund T&C’s and being a direct connection with different disbursement and rules assigned. Whereas today, your PayPal button and solution is built into BBMS with all other Payment methods we offer with our BBMS OneRate, together on the Blkb checkout modal.

I can confirm that the PayPal button available with BBMS is the correct button for ALL integration partners of PayPal and the correct one for use with BBMS. It is also correct that we don’t allow customers to change the configuration of BBMS payment methods and solutions. This is controlled by our Blackbaud Product teams for numerous reasons ranging from PCI, security, authentication, and product releases stability.

I hope this follow-up information today has provided greater insight and answers to the questions and point you raised.

Have a wonderful day.

Shaun