Searching by both phone and email does not find existing constituent in Online Express transaction processing

When processing a transaction Online Express and searching for existing constituent records to link records, searching by a phone number and an email address does not find an existing constituent. However, searching by the phone number OR the email address does locate the record. The search values in Online Express match existing values on the constituent's record.
We are currently evaluating this issue and will update this article when we have more information. In the meantime, conduct a search by just phone number and then a second search by just email address to ensure that a complete constituent search is completed.

Steps to Duplicate

In the sample Raiser's Edge and Online Express:
  1. In The Raiser's Edge, create a new Individual constituent record entering first name, last name, street address, city, state, ZIP code, a phone number and an email address.
  2. In Online Express under Account > Integration options > Email mapping, ensure the First email type is set to the selected email phone type on the constituent in step 1.
  3. Still in Online Express under Account > Integration options > select Phone mapping to ensure the Primary phone type is the same as selected phone type on the constituent in step 1.
  4. In Online Express, create a new donation form or use an existing form. For testing purposes: ON 1 - Get Started tab, mark Bill Me Later as a pay method at the bottom. And on the 2 - Extras tab settings, mark Include beside Phone under Additional Fields.
  5. Save and close / Publish the Online Express donation form in step 4.
  6. Visit the form online to make a donation as an individual donor. Use the constituent information created in step 1. (Select Bill me later to skip credit card information.)
  7. Return to The Raiser's Edge and Online Express to download the Donation transaction.
  8. Locate the test transaction in the Download Transactions window.
  9. Under constituent linking if it's been linked already, click Unlink and then Yes to the prompt.
  10. Click Find Constituent.
  11. On the search window, click on Biographical tab.
  12. In the Search Field column: Unmark First name. Mark Last name.
  13. Click on Preferred Address tab.
  14. In the Search Field column: Mark the email value. Mark the phone value. Unmark all others.
  15. Click Find Now below. The existing constituent will not return.
  16. Still on the Preferred Address tab in the Search Field column: Mark the email value. Unmark all others.
  17. Click Find Now below. The existing constituent will return.
  18. Still on the Preferred Address tab in the Search Field column: Mark the email value. Mark the phone value. Unmark all others.
  19. Click Find Now below. The existing constituent will not return.
  20. Still on the Preferred Address tab in the Search Field column: Mark the phone value. Unmark all others.
  21. Click Find Now below. The existing constituent will return.
Notes:
  • If the phone value alone does not return a result, edit the New Value field to just the numbers. Applied formatting in The Raiser's Edge can affect search results. For example, (999) 999-9999 may have been entered as 9999999999 and the punctuation auto-applied based on the Phone Types setting on its entry on the Phone Types table. Removing the punctuation and spacing will mimic the original entry and bring in the results. Start at step 11 to retest with the unaffected phone.
  • Alternate test method in sample data: Locate an existing transaction in the Online Express Donations download. Break the link if auto-matched. Click Find Constituent to review its information. If it has a phone and email present, note the entered transaction data (such as grabbing screenshots), especially the phone type and email phone type. Close Online Express. In The Raiser's Edge > Records locate the existing constituent record or create a new one based on the noted existing transaction data. Return to Online Express to the Donations download. Start on step 8 above.

Environment

 Blackbaud Online Express

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