Boost recurring donations this giving season with the upsell prompt!With the Auctions app, won items, fixed price purchases and paddle raise pledges reach the auction's Checkouts tab by themselves, and tracked items then appear on the Fulfillments tab. When a winner or a pledge is missing from either tab, it is almost always one of the causes below. Work through them in order.
1. The page hasn't caught up yet
Check this first, especially just after bidding closes. It looks like a failure but isn't one.
An item appears on the Fulfillments tab only once it is on the winner's checkout. A bidder's checkout is brought up to date when the Checkouts tab loads, when you open that bidder's checkout, and when the bidder opens their own checkout. Each time the auction page loads, the Fulfillments tab is built before the Checkouts tab. So the first time you open the auction after an item closes, the new winner can be on the Checkouts tab and still be missing from the Fulfillments tab.
How to tell: the bidder's checkout lists the item, but the Fulfillments tab doesn't.
What to do: reload the page.
Note: On a large auction, the tab updates up to 50 bidders each time it loads. Reload until the Bidder checkouts count stops changing — and before you charge a batch, reload until the figures stop changing.
2. Bidding on the item hasn't closed
A silent or live bidding item is won only once bidding on it has closed. That happens when one of these is true:
- Someone clicked End for the item on the auction's Items tab.
- The auction's Status is set to Closed.
- The auction's End time has passed, in the auction's Timezone.
Setting the auction's Paused setting to Yes stops bidding, but it doesn't close the auction, so nobody wins yet.
How to tell: on the Winning Bids tab, the item shows Leading instead of Won. The tab opens on the Won filter, so click Leading or All to see it.
What to do: end the item or close the auction when you are ready. See Pausing, ending, and canceling an item.
3. The reserve wasn't met
If the item has a reserve price and the highest bid is below it, there is no winner and nothing is billed.
How to tell: the Winning Bids tab shows Reserve not met.
4. The winner was banned, or the item was canceled
Banning a bidder cancels all of their bids. Any item they were winning passes to the next-highest bidder, who is billed for it instead. An item canceled with Cancel on the Items tab has no winner and is never billed.
How to tell: the Winning Bids tab shows the new winner, or doesn't list the item at all.
5. The pledge is held for review, has no bidder, or was voided
Paddle raise pledges reach the Checkouts tab only once they are attached to a bidder and confirmed.
- Held as a possible duplicate. A pledge that matches an earlier one for the same bidder and amount stays Pledged. It is listed under Possible Duplicates (N) on the Paddle Raise tab and counted in the Held for review (N) tile. It isn't billed until you click Mark Valid. Mark Duplicate voids it.
- Recorded against Unknown bidder. The pledge counts toward your total, but nobody is billed for it. Click Edit, choose the bidder, and click Save.
- Voided. A voided pledge is never billed.
Pledges never appear on the Fulfillments tab, because there is nothing to hand over. See Reconciling paddle raise commitments after the event.
6. It's a fixed price item that isn't tracked (Fulfillments tab only)
A fixed price purchase appears on the Fulfillments tab only when the item's Track Fulfillment or Requires Shipping is set to Yes. Otherwise it is billed on the Checkouts tab but not listed for handover, and the Fulfillments tab notes "Items not tracked for fulfillment aren't listed."
What to do: if you need to track it, open the item, set Track Fulfillment to Yes, and click Save. It then appears on the Fulfillments tab. See Choosing which fixed price items are tracked for pickup.
7. The item was removed from the checkout (Fulfillments tab only)
An item your team removed from a bidder's checkout no longer appears on the Fulfillments tab and can't be marked picked up. The removal is shown in the bidder's Line items and Communications & activity. See Adjusting or removing a line item.
8. It's a donation
Donations made through the auction are handled by the Donations app. They never appear on the Checkouts or Fulfillments tab.
If the item is listed but shows Held
When Require Payment Before Release is Yes, items belonging to a bidder who still owes money show Held on the Fulfillments tab until the bidder pays. See Understanding the Fulfillments tab.
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