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  • Declined transaction?

    Hello,

    We recently received email from a donor that his donation failed to process, and he received a "Card Declined" error. Any chance you could check into why this happened? We've been able to successfully process payments in the past without any errors. Our account number is 24262; WID is 63269.

    Thank you in advance!

    Lukas

  • #2
    Good day @Lucas:

    We need more information before we can provide an answer. Your email does not tell me what I should be looking for so please let me know the first name and last name INITIAL of the person with the declined card as well as the date the transaction was processed.

    Looking forward to hearing back from you.
    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/
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    Comment


    • #3
      Hello,

      The name of the first individual who reported that his transactions are getting declined is Nirav P****; we received the email yesterday, so presumably the transaction took place on 7/29. We also had one of our staffers (Azita S****) try making a $1 donation, and her card was declined as well (also on 7/29).

      Thank you!

      Comment


      • #4
        Good day @lpleva:

        These transactions were scored quite high in fraud rating and their behavior and repeated attempts had blocked them from the system. We removed their information from the blacklist so they should be OK to run transactions again.

        The information entered in the system had a lot of mismatched information with their bank.

        I also noticed a lot of testing with your account which had been done with real credit cards resulting in blocking of various attempts from your internal tests. All these blocks were removed.

        Please do not test repeatedly in LIVE mode. If you wish to test please use the TEST mode and the test card number since in TEST mode fraud monitoring is turned off.

        Please let us know if we can be of any further assistance.
        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


        • #5
          Thank you for your thorough reply!

          We just had Nirav try making a donation again, and his card once again got declined. Any idea why this keeps on happening? His full name is Nirav P***, and the donation date is 7/31.

          Thank you!

          Comment


          • #6
            Good day @lpleva:

            I reviewed these transactions and they were all tagged with quite high fraud score. It appears that the credit card issuing bank is different from the billing address and the country where the transaction is taking place. I removed the IP and all the information from the black list but I can't guarantee that the transaction will go through. Please try again and let me know how it works for you.

            A lot of parameters are considered before authorizing a card and please note these processes are for your protection to minimize fraudulent transactions processing against your account.

            In your post you also indicated the patron's full name. Please do not include patron's personal information in a public forum. First name & Last name initial will suffice in locating the record and will not reveal personal information.

            Please let us know if we can be of any further assistance.
            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

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