Let's Learn:
- Disbursement Reports
- Ticket & Purchase Reports
- Guest List & Card-on-File Discrepancies
- Related Articles
Answers to the most common questions about BiddingForGood reports, disbursements, and data discrepancies.
Disbursement Reports
Q: My disbursement report and transaction report don't match. Which one is correct?
A: Both are correct but measure different things. The transaction report shows every charge processed, including fees. The disbursement report shows the net amount transferred to your bank account after fees are deducted. If the gap is larger than expected, check whether any transactions were refunded after the disbursement was calculated — post-disbursement refunds are deducted from a future payout, not the current one.
Q: A charge is showing on my credit card report but not on the bidder's receipt.
A: The payment processed but the confirmation email failed to send. Go to Close Out > Process Payments and locate the transaction. If it shows as charged, use the Resend Receipt option. If the charge doesn't appear in Auction Manager at all but does appear on their card, contact support immediately with the bidder's name and charge amount.
Q: A bidder says they were charged twice but I only see one charge.
A: Ask the bidder for a card statement screenshot. A single authorization can temporarily appear twice before one drops off. If both charges persist after 3–5 business days, contact support with the bidder's name, email, and charge details.
Ticket & Purchase Reports
Q: A ticket purchase isn't showing in my Ticket Orders report.
A: Check in order: (1) Go to Close Out > Ticket Orders and search by the bidder's name or email — it may be unconfirmed. (2) Check the ticket's start/end dates — orders for expired tickets may be voided. (3) Filter by "All statuses" if the buyer used a discount code. (4) If still missing and the bidder has a confirmation email, contact support.
Guest List & Card-on-File Discrepancies
Q: My guest list shows a credit card on file for a bidder, but there's no card when I process payment.
A: The guest list "CC on file" indicator may not update if the bidder later removed their card. To confirm, open the bidder's profile directly in Auction Manager. If they need to add a card, they can log into their BiddingForGood account and add one under Payment Methods before you close out.
Q: My guest list has duplicate records for the same person.
A: Duplicates are created when a bidder registers more than once (e.g., once as a bidder, once as a ticket purchaser). Go to Event > Guests, identify which record has the active card and bid history, and use that one for closeout. Contact support to merge the records if needed.
Comments
0 comments
Article is closed for comments.