Missing donations on Donor statements

So during tithing settlement (which is my first as a 2 month old ward clerk), I cam cross some interesting issues with 2 different members.

One sister had her donor statement show donations done in her Canadian ward, not reflecting her US tithing contributions.

The other sister was not showing her donations made from January-September and the donations made through her BYU ward. She donation she made through the current ward shows on the statement.

In both of these situation, who would I contact regarding getting their situation fixed so that their donations show up on their donor statements. Their donations do reflect on their personal pages on the Donations page on LDS.org. I know that donations made via bill pay does not show up, so I was wondering if this could be one of those situation
that CHQ can fix on their end.

Thanks

PS, my apologies if this has been answered on another forum topic!

johnny2007 wrote:One sister had her donor statement show donations done in her Canadian ward, not reflecting her US tithing contributions.

Since Canadians have their own currency, I don't know as you'd ever get a unified statement. She may have to settle for two statements: one in Canadian dollars.

johnny2007 wrote:The other sister was not showing her donations made from January-September and the donations made through her BYU ward. She donation she made through the current ward shows on the statement.

In order for her donations to follow her, her MRN has to be connected to the donations. Apparently, the BYU ward failed to do that.

You can try talking to support and see what can be done. The only way I know is to have the member contact their prior ward(s) to get statements. They can try having their MRN added to those donations, but I'm not sure how long it takes for that to find it's way back to her current ward.

The first step in both cases is for the member to contact the previous ward. Most likely the ward did not attach the member's MRN to their donor record. The previous ward will need to do that in order to get the donations to show up online and on the donation statement.

However, for the Canadian statement it's possible that they do not show up because of the different jurisdictions. I don't think that should affect the donation statement or the online history so I don't think that's the problem. But it could affect the official tax statement later on. You may not be able to print an official tax statement for Canadian donations as a US unit. In that case you'll have to contact the Global Service Center and have them send you the statement for the Canadian donations.

eblood66 wrote:The first step in both cases is for the member to contact the previous ward. Most likely the ward did not attach the member's MRN to their donor record. The previous ward will need to do that in order to get the donations to show up online and on the donation statement.

However, for the Canadian statement it's possible that they do not show up because of the different jurisdictions. I don't think that should affect the donation statement or the online history so I don't think that's the problem. But it could affect the official tax statement later on. You may not be able to print an official tax statement for Canadian donations as a US unit. In that case you'll have to contact the Global Service Center and have them send you the statement for the Canadian donations.

In this case, I was able to pull up the statement that shows her Canadian ward but not for her US wards. LDS.org shows both USD and CAD donations.

russellhltn wrote:

johnny2007 wrote:One sister had her donor statement show donations done in her Canadian ward, not reflecting her US tithing contributions.

Since Canadians have their own currency, I don't know as you'd ever get a unified statement. She may have to settle for two statements: one in Canadian dollars.

johnny2007 wrote:The other sister was not showing her donations made from January-September and the donations made through her BYU ward. She donation she made through the current ward shows on the statement.

In order for her donations to follow her, her MRN has to be connected to the donations. Apparently, the BYU ward failed to do that.

You can try talking to support and see what can be done. The only way I know is to have the member contact their prior ward(s) to get statements. They can try having their MRN added to those donations, but I'm not sure how long it takes for that to find it's way back to her current ward.

When I had her generate a statement from her phone through the donation site, it shows the missing donations, but it looks like it is not linked to her membership number since it showed a CUBS number instead of her MRN.

In both of these, the 2 sisters were able to pull up their information on LDS.org. but I will have to contact GSC once they contact their previous wards. I just advised them to used what was reflected on LDS.org for tithing settlement

johnny2007 wrote:When I had her generate a statement from her phone through the donation site, it shows the missing donations, but it looks like it is not linked to her membership number since it showed a CUBS number instead of her MRN.

If she was donating using an online account that wasn't linked to an MRN then the previous ward won't be able to help. No unit will be able to see those donations. She can try to add her membership number to that LDS Account. If it works then they donations should show up. But if they don't or if she already has another account with her membership number attached then you'll need to contact the global service center and ask them to merge accounts and make sure her donations are linked to her membership number.

eblood66 wrote:

johnny2007 wrote:When I had her generate a statement from her phone through the donation site, it shows the missing donations, but it looks like it is not linked to her membership number since it showed a CUBS number instead of her MRN.

If she was donating using an online account that wasn't linked to an MRN then the previous ward won't be able to help. No unit will be able to see those donations. She can try to add her membership number to that LDS Account. If it works then they donations should show up. But if they don't or if she already has another account with her membership number attached then you'll need to contact the global service center and ask them to merge accounts and make sure her donations are linked to her membership number.

Thanks! It looks like I'll make a call to GSC inbeween a busy Saturday with 2 trips to the DC temple and a baptism. Would be advisable to ask GSC to merge both sister's MRN to their donations just to be on the safe side?

johnny2007 wrote:It looks like I'll make a call to GSC inbeween a busy Saturday with 2 trips to the DC temple and a baptism.

Saturday? There's limited to no coverage on Saturday.

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