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transactions declined through two gateways - PMPro plugin, and custom platform

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  • transactions declined through two gateways - PMPro plugin, and custom platform

    Good morning! Fingers crossed that some of you guys are working on the holiday weekend :-)

    I'm having an issue where transactions are being declined, both through our PaidMembershipsPro gateway, and through a custom platform that has a C&P integration. We are getting errors when users try to use both gateways. However, I was able to successfully do a transaction through the C&P box office for one of my events.

    What are next steps for investigating the problem? Thanks in advance.

    website is www.npsa-association.org, and the membership page is https://npsa-association.org/members...ership-levels/
    Our org ID is 00Do0000000I2hr, and I've granted access.

  • #2
    You can look at this declined transaction as an example:
    Transaction-40047

    Also, in case this is related -- I also attempted to do purchases through PMPro and our custom platform (https://npsalearning.org/courseLibrary) -- I received error messages in both cases, but those transactions that did not even generate a C& P data record.

    (Finally, don't be fooled by three transactions that are also appearing in the C&P data list - there are three transactions from a couple of years ago that keep reappearing periodically:
    1603201553534058628
    1604282251429426762
    1603201553251418628
    I thought these were resolved last year but they just reappeared.)

    Comment


    • #3
      Good day @mzellner@npsafoundation.org

      We reviewed and found that the above transaction "Transaction-40047" is declined from the bank. The cardholder needs to contact the bank and find out what's going on.

      However, we noticed that the other transactions processed through PMPro and custom form have been caught by our fraud scanner and blocked your transactions. It looks like you are processing the transaction through forms on behalf of patrons. We do not recommend using a form to process donations on behalf of a client since that has the potential to have you blacklisted if caught by the fraud system. The Virtual Terminal is designed for this purpose. We have unblocked everything for you.

      Regarding the old transactions, we found that those transactions have been processed through Events and those are declined transactions. If you notice you have deleted the Registrant records for above order numbers which are causing issues to process data into your instance. You simply need to delete those order numbers through Maintenance tab under C&P Settings since those are orphan records.

      Hope that helps.
      Regards,
      Click & Pledge Support Department

      On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

      Join us @ the educational webinars: https://clickandpledge.com/webinars/
      Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
      Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

      Comment


      • #4
        Thanks very much!!

        Can you explain more what is meant by " the other transactions processed through PMPro and custom form have been caught by our fraud scanner and blocked your transactions. It looks like you are processing the transaction through forms on behalf of patrons."? We haven't actually been doing that, though I have tried to do some purchase for myself, using my own credit card, and those were blocked.

        Comment


        • #5
          Good day @mzellner@npsafoundation.org

          Please see:
          Click image for larger version

Name:	different cards.jpg
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ID:	43526

          I see different credit card used to process the transactions for which I assumed that you are trying to process the transaction on behalf of your patrons. Due to multiple attempts from the same IP with different credit cards, our fraud scanner blocked your transactions.
          Regards,
          Click & Pledge Support Department

          On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

          Join us @ the educational webinars: https://clickandpledge.com/webinars/
          Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
          Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

          Comment


          • #6
            Thanks. Yes, that was me, trying to test whether the gateway was working, and using different credit cards.

            I recall seeing something about a test account - is there a way to test the gateway with a test account, on the forms on our website? I sometimes need to do this when troubleshooting support cases.

            Comment


            • #7
              Good day @mzellner@npsafoundation.org

              Are you a partner? Partners have test accounts. We do not give out test accounts to anyone but our partners due to problems in the past where customers would never change from the test to the active account and would lose tons of money and then blame it on us.

              https://clickandpledge.com/about/our-partners/


              Regards,
              Click & Pledge Support Department

              On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

              Join us @ the educational webinars: https://clickandpledge.com/webinars/
              Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
              Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

              Comment


              • #8
                Ah, no, we would not want to do something like that. I thought there was something like a dummy credit card where you could process a transaction on the live site to test things. If not, no worries.

                Comment

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