Boost recurring donations this giving season with the upsell prompt!With the Auctions app, bidders can report a problem with their checkout, and you can review each report and record how you handled it. The Checkouts tab lists every open report until you mark it as resolved.
How a bidder reports an issue
Below their checkout statement, the bidder clicks Something look wrong? Report an issue. They describe the problem in What's wrong?, can add a note, and click Send to organizer. They are told the report doesn't change their balance or remove the item, and that you'll follow up with them.
Important: You are not emailed when a bidder reports an issue. Reports appear only on the auction's Checkouts tab, so check it regularly while you are collecting payments.
Finding reported issues
- Open the Auctions Manager.
- Click the title of the auction you want to manage.
- Click the Checkouts tab.
While any report is open, an Issues reported by bidders section appears above the list, with a count such as "2 open". It lists each report:
| Column | What it shows |
|---|---|
| Bidder | The bidder's number and name. |
| Item | The item the report is about, when there is one. |
| What's wrong | What the bidder wrote. |
| Note | The bidder's optional note. |
| Reported | When the bidder sent the report. |
| Actions | Open checkout and Mark as resolved. |
Click Open checkout to open the bidder's checkout. A callout at the top of the pane reads "Issue reported by bidder", followed by when it was sent and what the bidder wrote, with its own Mark as resolved button.
The list of issues updates when the tab loads. Reload the tab to check for new reports.
Fixing the problem
Make any change first, then mark the issue as resolved. Marking an issue as resolved records what you did. It doesn't change anything on the checkout.
- To change an amount or fair market value, see Adjusting or removing a line item.
- To give money back or write off part of a balance, see Refunding a payment or reversing a write-off.
- To take a payment, see Taking a payment from a bidder.
Marking an issue as resolved
- Click Mark as resolved on the issue, either in Issues reported by bidders or in the callout in the bidder's checkout.
- In Mark issue as resolved, check the bidder's report, which is quoted at the top.
- Under "How was it handled?", choose one outcome:
| Outcome | When to choose it |
|---|---|
| Adjusted an item | An item's amount, fair market value or deductible was changed in Line items. |
| Removed an item | An item was removed in Line items, and the bidder no longer owes it. |
| Refunded or wrote off | Money was returned, or part of the balance written off, in Payments and Adjustments. |
| Fixed outside the checkout | For example, a bid was cancelled or a pledge voided. The checkout updates on its own. |
| No change needed | The checkout was right as billed. |
| Other | Anything else, such as a question answered or an issue that couldn't be resolved. |
- For Note, describe what you checked or told the bidder. The note is optional, except for Other. With Other, you'll see "Add a note explaining how this was handled." until you add one.
- Click Mark as resolved.
The message "Issue marked resolved." confirms it. The issue leaves the list, and the section disappears once no issues are open.
Changes made since the report
If you adjusted, removed, refunded or wrote off anything after the bidder reported the issue, the dialog shows "N changes since this was reported". Click Show to see each change, with who made it and when. The outcome that matches the first change is chosen for you.
If you choose Adjusted an item, Removed an item or Refunded or wrote off and no matching change has been recorded since the report, a warning appears, for example "No adjustment has been recorded since this was reported. Make the change first, or choose another outcome." The warning doesn't stop you. You can still mark the issue as resolved.
Following up with the bidder
The bidder is not emailed when you mark an issue as resolved. Let them know the outcome yourself. If their balance changed, send them a checkout link so they can see the updated amount. See Sending a bidder a checkout link.
Both the report and its resolution are recorded under Communications & activity in the bidder's checkout, with the outcome, your note, and who resolved it.
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