Declined Transactions

[CnP.Support]

Good day!

I reviewed your account after the previous post and located the transactions in question.

The donor's email was blocked in June 2013 due to repeated attempts using different cards (AMEX & MasterCard), IP's and emails. Over time our system tracks the behavior and blocks all future attempts. Here is a list of IP's that were removed for this patron:

207.238.189.5
72.22.186.162
74.82.64.144
74.82.64.160
74.82.68.144
74.82.68.160

Using 2 emails:

ag****@****ye.com
ajg****@gmail.com

I am sure you see that the behavior may be detected as fraud attempts by any fraud detection system.

Please ask your patron to try again. I reviewed all your blocked transactions and for your organization this patron is the ONLY blocked person.

Let us know if we can be of any further assistance.

[cliff.archey]

A thousand times thank you. I was just able to process his donation, so whatever you did worked perfectly. Thank you again!

[cliff.archey]

Hello,

This issue has reared it's ugly head again. The same donor, who had success donating in his last 2 attempts, was recently declined in his multiple attempts to donate today. I'm requesting a few things:

1.) Please immediately remove him from the blocked transactions list so that he can make his donation
2.) Please permanently remove him and ensure that he will no longer run into this issue
3.) Please let me know how I can view blocked transactions/donors and restore them accordingly

I'm sure you can see what a problem this causes a nonprofit that is trying to place a premium on making easy donations to our cause, and manage our donor relationships in the best way possible. Quite honestly, if security is the reason for this breakdown, we need the security levels to be lowered as it's affecting our credibility to valued donors.

Thank you, and please address this as soon as possible.

[CnP.Support]

Good day!

Would you please give us the first name & last initial of the donor you are referring to and the day the transactions were last attempted.

Answers to your questions:

1: Once we have the details of the transaction we will review it and find out the reason for decline.
2: We can't permanently remove anyone. The system looks for patterns and if it detects the person is making authentication attempts it will block it.
3: You can't review blocked transactions - you can see all decline transactions and find the reasons for decline.

You can easily deactivate fraud detection and take responsibility for any fraud attempts. To disable fraud go to the page and uncheck the fraud checkbox. While we guarantee full refund for frauds, the guarantee will not be made once you disable fraud. If your site is used for fraudulent transactions the bank will charge you $35 for each disputed items. It is up to you to enable or disable the fraud.

Once we have details of this person's transactions we can tell you what has caused the issue.

[cliff.archey]

Hello and thank you for the response. The individual's information is: Andrew G**** and he last tried on 10/16/2013.

Thank you, and look forward to learning the reason behind his rejected donations.

[CnP.Support]

Hi;

I don't see any of his information having been blocked.

He has made a payment on October 8, 2013 for $250 and no other transactions are listed for him. No declines and no blocks. His last payment prior to the Oct. 8 was on 9/18/2013.

Are we sure he is getting a decline & not any other error through validations, etc.?

[cliff.archey]

All I can tell you is that he sent us the following email yesterday:

"I just tried to make an online $500 donation, but the website would not accept it. You can make it for me if you still have my information. The web designers really should get this fixed. There could be others trying to make donations that aren’t collected."

Now, I know that he knows how to make a donation, and I know that we received 3 other donations yesterday, so I'm assuming this isn't a website portal issue, but rather, an issue with error through validations. Can you please check to see if that's the case? I also looked and knew there were no declines, but there is clearly some issue preventing him from making a donation.

[CnP.Support]

Good day!

What needs to be clarified is what he means by: " website would not accept it."

What does that mean?

Did he get a decline? did the page return error? Not sure what that means.

[cliff.archey]

The message he receives on our website after the donation doesn't work is "Donation Declined due to Server Error." This is only a message that pops up when he alone tries and fails to make a donation. I've never seen this come up in any other situation. Last time, it was due to the block as a result of fraud interpretation. Not sure what it is this time, which is why I'm hoping you can point us in the right direction.

[CnP.Support]

Good day @Cliff.Archey:

What I strongly suggest is for you to copy your form and put in TEST mode and test it using all sort of random characters, etc.

If you get an error we show the error in the URL. The URL includes the details of the error message and why the error has happened. Do you have the link to the error page?

As part of PCI mandates we have to reject ill-formed connection requests to avoid injection and hack attempts. The error has details of what has caused it.

Let me know what you find out. Let us know the URL to the test form so we can also review it.

[cliff.archey]

HI,

Here is the link to the test form so that you can review it and hopefully diagnose the issue: http://reliablesandbox.com/nyf-org/g...d/give/donate/

We had a new donor encounter the same issue last night, so this is clearly a bigger problem. Her order number was 1310231659168099989 and it was attempted at 4:59pm on the 23rd.

Please let us know what you find out.

Thanks,

Cliff

[CnP.Support]

Good day @Cliff.Archey;

We have reviewed your code per your previous post and after repeated tests have only observed 2 minor issues that we think should be addressed. We also think that the errors that are being reported by your patrons is one of mis-information. Let's go over all issues:

1: Messages: See the 2 URL's:

DECLINE PAGE: http://reliablesandbox.com/nyf-org/donate-decline/




ERROR PAGE: http://reliablesandbox.com/nyf-org/error/



Both pages are stating that the card was declined due to server error. A card decline is not due to error but because of a bank telling us that the card is not valid. Your patrons reviewing the page will think that there was an error. Only the ERROR page should say due to server error and not the DECLINE page. This I believe is a major reason for your reported issues.

2: Expiration date:

<select name="ExpirationMonth" id="ExpirationMonth">
<option value="01">Select One</option>
<option value="01">January</option>
<option value="02">February</option>
<option value="03">March</option>
<option value="04">April</option>
<option value="05">May</option>
<option value="06">June</option>
<option value="07">July</option>
<option value="08">August</option>
<option value="09">September</option>
<option value="10">October</option>
<option value="11">November</option>
<option value="12">December</option>
</select>
<span class="sep">/</span>
<select name="ExpirationYear" id="">
<option value="01">Select One</option>
<option value="11">2011</option>
<option value="12">2012</option>
<option value="13">2013</option>
<option value="14">2014</option>
<option value="15">2015</option>
<option value="16">2016</option>
<option value="17">2017</option>
<option value="18">2018</option>
<option value="19">2019</option>
<option value="20">2020</option>
</select>

The first option is stated with values 01 and 01. If someone does not select an expiration date you are passing "01/01" which is January 2001. A date in the past which naturally will also decline. You should do validation to ensure people don't post past dates.

We have tested the forms and all appear to be working fine if we don't forget to set the card expiration date.

One minor issue that may be worth considering and it is more of a usability than anything else. See below:



One of our testers repeatedly hit the small "Donate Now" button on the right hand side and wondering why the form clears up. He later realized what is going on. Of course it is purely a user error but one that needs to be addressed. If an expert tester makes the mistake chances are others may also make the mistake. The 2 are visually close and at the bottom of the form. Something to consider!

Let us know if making the above changes addresses the issues.

[CnP.Support]

Good day @Cliff.Archey:

Any update on this case? I am just wondering if the usability was the issue haunting this form.

Also you may be interested in the new release we just announced - the feature for whitelisting - see: http://forums.clickandpledge.com/showthread.php?t=1421

[cliff.archey]

Hello,

Thank you for checking in. I wanted to see if there was success with the donor's processing before responding. It seems as if both donors were able to go ahead and process their transactions. Not sure if one or both was due to user error, but thank you for flagging the usability errors below, as we are working with our developers to course-correct.

Thank you as well for looping me in on the whitelist feature in the upcoming release. To my understanding, this release will be out in December?

Thanks,

Cliff

[CnP.Support]

Cliff,

When it posts to the forum it is released. The whitelist is live and active.