Table of Contents

CyberSource

Cybersource is our online credit card payment processor. Cybersource handles all of our credit card processing. Each morning we must pull the report detailing all of the credit card transactions from the day before. (Note that we are always one day behind on Cybersource data entry, i.e. You will pull Monday’s report on Tuesday and Tuesday’s report on Wednesday). After this report is pulled, the donations on it need to be data entered in Donor Perfect.

Downloading the Report
Where: https://ebc.cybersource.com/ebc/login/Login.do
You should have your own login
How To:
Cleaning the Report
Do not save the file after making any edits in this process, as we will have the physical copy of the edited version. We only want a digital record of the raw file since it contains more information than the physical document.

How To:
Change the name of the tab to the day of the report.
Delete all columns, except for the following:
Perform the following find/replace functions:
Retitle columns in the following way:
How to Data Enter Cybersource
Before you begin data entry:
The Decision column (D) describes whether the donation was processed successfully. An "A" means accept, and the donation should be entered into DonorPerfect. An "r" means reject. A rejected donation should NOT be entered in DonorPerfect; the user should have received a notification upon trying to donate that the transaction did not go through UNLESS it is a recurring donation. If the rejected payment is for a recurring donation, contact the member, inform them that their card did not process, and offer to update their payment information. If we don't contact them, they may never notice a change in their credit card bill, and we may never receive another donation from that person.





Note: On the physical report, mark "New" for new members next to their entry on the report. For API users, mark "API." For a new recurring donation, write “new recc.”

Contacting Members whose Recurring Donations Failed
If a recurring donation on the report is rejected, add the member and their contact information to the Failed Recurring Web Donations spreadsheet. It's best practice to update the sheet on a weekly basis.

Once a month, send the donors whose donations failed a generic email about the situation. The email itself can be found in /Membership/Letters/Common Responses/Unable to Process Donation/Recurring Online Donation. Their email address can be found in their DonorPerfect profile - if they have multiple emails on file, go with the one that immediately pops up on their profile.

If they call in to update their information, add a contact note to their DonorPerfect profile - make sure to include the date they called.

Occasionally, these emails will bounce. If that happens, mail them a physical copy of the letter as soon as possible. The letter is found in the same folder as the email. Add a contact note to their profile saying that the email bounced and a physical mailing was sent out.


How To Process a Credit Card

When Processing Credit Cards that came in via the mail:
Searching for Transactions in Cybersource
You can search for transactions in CyberSource. Most often, you'll want to search for people by their last name. To do so, you will follow this process:
  1. In the sidebar, select Transaction Management > Transactions
  2. Set the Date Range to "Last Six Months"
  3. Click "+ Add a Filter"
  4. Set the field dropdown to Last Name.
  5. Enter the entire last name. Unlike DonorPerfect, CyberSource requires the last name to be an exact match. So if you're looking for Ms. Smithenbabcock, and you enter "Smith" in the last name field, it will not return Smithenbabcock.
  6. Click search.

Only the last six months of transactions are searchable in CS. For anything older than that, you will have to look through archived reports.
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Adding a Recurring Donation
  1. Log into Cybersource with your id and password.
  2. Click on Virtual Terminal -> Recurring Billing.
  3. Click on New Subscription.
  4. Enter the relevant information for the new recurring donor:
    • Customer ID (This will be their member ID#)
    • Name and Address
    • Email (Enter their email if one is provided or entered into their membership record, if one is not provided then simply enter 'membership@votesmart.org)
    • For shipping information use billing address
    • Order/Merchant Reference Number (This also will be their member ID#)
    • Accept the Terms for Usage
    • Subscription Type (This will usually be 'recurring', but if they want to set an end date for the recurring donation then it will be 'installment')
    • Title is left blank
    • Default Amount (Amount of recurring donation)
    • Setup Fee is left blank
    • Payment Type (Credit Card, of course) :)
    • Card Type (Whatever type of Credit Card used)
    • Card Number
    • Card Expiration Date
    • Do not check 'Ignore Fraud Checks'
  5. Click Submit
This can also be done through the donate page on our website, which is often easier

Yet another NOTE: The process described above is for people who call in or contact us via email requesting that we set up the recurring donation. Many of our recurring donors set up the donation online. Those recurring donations that have been pre-set can be identify on the 'purchase confirmation' sheet of any online donation form. It will indicate the recurring donation's amount and frequency.

Searching for a Recurring Donation
  1. In the Sidebar, Virtual Terminal -> Recurring Billing
  2. In the Scope dropdown box, select 'Field and Value'
  3. Search as you would for other CS transactions.
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