Announcement

Collapse
No announcement yet.

Decline Transaction reason Gateway timeout

Collapse
X
 
  • Filter
  • Time
  • Show
Clear All
new posts

  • Decline Transaction reason Gateway timeout

    Not sure if this is a Gravity Forms issue, C&P, Salesforce, or on the user's end of things, but we had 1 customer attempt 2 transactions that were declined with a reason of "Gateway Timeout. Please Retry". The application is Gravity Forms. What is the "gateway" and how can we avoid this error? Here is information:
    C&P Account Number: 37312
    Name: Christina Safford
    1st C&P Order Number: 37312-1902202122510712254
    2nd C&P Order Number: 37312-1902202121319672254

    It might not be needed but I have granted login access in our Salesforce org. Our Salesforce Org ID is 00D50000000cBTw.

    Let me know if you need further info.

  • #2
    Additionally, it turns out both transactions actually hit the bank account of the customer, Christina Safford. So C&P said the transactions were declined, they didn't post to SF, but the customer was charged anyway. Your help is greatly appreciated.

    Comment


    • #3
      Good day @[email protected]

      That seems to be strange. However, I have forwarded this to our accounts department and one of the team members will be contacting you shortly.
      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
        Thank you, we appreciate your speedy response.

        Comment


        • #5
          Another customer experienced the same thing. All 4 transactions are "declined" in C&P but his card was charged for the 4 transactions. Please see the C&P declined transactions attached, plus 2 additional attachments showing his bank statement with the transactions hitting his account. We are concerned this might be happening to additional customers. Please respond at your earliest convenience!

          Comment


          • #6
            I have told by our Accounts department that they will be contacting you shortly to discuss the above case.
            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


            • #7
              I received the voice message from someone at C&P. Still no actual information. She said she'd try to get back to me by the end of the day yesterday - that clearly didn't happen. We really need to figure out what is happening here. These customers are upset, and rightfully so. How could it say Declined on the C&P end but the transactions still hit the customer's credit cards? We appreciate your immediate attention to this problem, please.

              Comment


              • #8
                Yes, they have sent you an email as well but it seems that you haven't received it. However, one of our team members will be contacting you right away.
                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


                • #9
                  Thank you. I'm working from home today. I will receive any voice messages left and am available by email. I can call if a phone number is provided.

                  Comment


                  • #10
                    You will be receiving a call now.
                    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

                    Working...
                    X