Unexpected/unauthorized charges

[[email protected]]

1-week access has been granted.
SF ID: 00Dd0000000ej33

Yesterday (5/25), three payments were processed from one individual donor (each for $50 and across time-stamps: 10:33am, 12:21pm and 1:27pm). The donor reached out to me with concern because she had not made these payments (though she had made a one-time contribution of $50 on 5/18).

I have refunded her. But my question is: Is there any chance there's an error with C&P suddenly charging her again like this? Or should she be in touch with her credit card company to clear this up? We have received more than usual donations this month due to a fundraising appeal, but this seems to be the only case where this particular error has occurred.

Thank you

[CnP.LiveSupport.AB]

Hi Ryan,

I see from the order you must be referring to ( 21271-2005180943019543005 ) that the donation was made using Gravity Forms.
The Recurring Multiplier custom question sent through Gravity Forms was assigned a value of "11".

I'm going to move your post to Gravity Forms before following up further.

Thanks, C&P Support

[CnP.LiveSupport.AB]

To help expedite your request, could you create a temporary login user for your Wordpress site with ability to review your Gravity Form Settings? Please email the user login and password to [email protected], with "Attn: Amanda" in the subject line.

While we wait for access, you can also review your Gravity Form settings yourself. Go to the Gravity Forms page in our manual using this shortcut, and scroll down one more section to get to How to Build a Gravity Form with Recurring and One-Time Options.

[Leona]

Hello:

These 3 transactions, in question, were entered 1 to 2 hours apart. These were not a part of a recurring donation so they didn't come from Click & Pledge. Please ask the donor to contact her credit card company.

Please let us know if we can be help.

Thank you and have a wonderful day.

C&P Support

[[email protected]]

Thank you. That's what we suspected and she has contacted her credit card company. Our recurring donations have been working just fine via Gravity Forms. The "Recurring Multiplier Value" is set at 11 so that it can show a donor the total amount they are pledging to give over a 12-month year (today's donation plus 11 more), and that too is working fine. THANK YOU.

[[email protected]]

CnP.LiveSupport.AB This glitch has occurred again, and the customer has spoken with her credit card company who believes the error is on our end. I've extended C&P access to our SF for another week and will email the support address as you suggested with Wordpress log-in.

[CnP.LiveSupport.AB]

[email protected]

We have received the email to the support address, thank you! When you say "this glitch occurred again", did the same patron try again? In other words, is there a new Order Number involved?

[[email protected]]

Yes, the same patron DID NOT make a donation, yet order # 21271-2006011323283853005 occurred yesterday on here account at 1:23pm.

[CnP.Support.AM]

Thank you for sharing the details. We found that the user doesn't have permission to view the forms. Would you please grant full access to the user so that we can review it?

[CnP.LiveSupport.AB]

OK, if you look at these transactions in Click & Pledge CONNECT, they are not recurring



In your site, your form entries suggest the form was filled out each time:



and don't seem to specify one-time or recurring, although other transactions do.

If we look into the issue a little further, the original donation detail shows:




If we compare this to the transactions that were credited:

Order Number	IP (Country)
21271-2005251033304983005	24.61.97.253 (US)
21271-2005251221301943005	24.61.97.253 (US)
21271-2005251327266153005	24.61.97.253 (US)

And if we look up the IP information, I used https://www.ultratools.com/tools/ipWhoisLookup





Since the transactions came to Click & Pledge as single transactions, our software should not be the issue.
All the entries appear in Gravity Forms, indicating they were separate entries, but are not marked as One-Time or Recurring.

I would consider:

1. Did the Gravity Form set up the original transaction incorrectly? (should the transaction have displayed as one-time?) OR
2. The original transaction seems to have come from a phone. Does the patron use internet service from Comcast? Has she misplaced her phone?

Hope you find this helpful in tracking down the problem,

Amanda
C&P Customer Advocate

[[email protected]]

Thank you for the sleuthing on this. I'm a little confused about the two conclusions.
1. RE: the original Gravity Form. We've been receiving hundreds of donations in the past weeks and this is the only one that has glitched in this way. Yes, it came through as a one-time transaction.

2. How would Comcast or misplacing her phone relate?

[CnP.LiveSupport.AB]

Any troubleshooting in IT generally works from a basis that given the same variables, the system should react the same way. If one appears to act differently, you keep poking as to why its different until you track the problem down.

The IP address used for the original transaction (we are assuming this one was valid) was owned by Verizon. That company generally offers phone services.
The subsequent transactions that were credited were from an IP owned by Comcast. That company usually provides internet service.

I am just now noticing a pattern in the order numbers that I did not expect, so I am looking into that for you.

[CnP.LiveSupport.AB]

OK, I had noticed that the order numbers for the 3 credited transactions above had occurred on the same day, and I just wanted to make sure that this was not true of all the relevant Order Numbers. It is not.


I'm not sure how to assist you from here, I'm just trying to offer you other loose ends I saw that might be worth pursuing. There is a Gravity Forms screenshot above that I took from your Wordpress site, with the columns 'Total Charged Today', 'Monthly Recurring'. You can see at the top of that screenshot that the 'Monthly Recurring' column does sometimes indicate whether transactions are 'One-Time' or 'Monthly Recurring'. But this donor was not the only one who had transactions that were blank for this field. I'm not familiar enough with other transaction forms you may be using in Gravity Forms to know when that value is populated and when it is not. But since it certainly seems to be relevant, that would be something that might offer you more insight.

Hope that helps, Amanda
C&P Customer Advocate