Declined Transactions

[CnP.Support]

Good day!

The reason your post was not answered is simply because you have posted this in continuation of a thread regarding the FaaS forms.

Please post this question as a new forum post. Your question should be posted in this forum: http://forums.clickandpledge.com/forumdisplay.php?f=53

I am assuming this question is Salesforce related and the above link is for Salesforce Payment app.

Please make sure your C&P Temporary Contact is empty and all contacts are set right. Transactions that are by a contact in the C&P Temporary Contact will not appear anywhere. See: http://forums.clickandpledge.com/con...ntact-Creation

[MarionRuthig]

Any word on where this stands? I have not heard anything since December 20th.

[MarionRuthig]

I will wait on the response about the second failed transaction. Sorry I posted to the wrong forum. How do you start a post? I could not figure that out.

I had another question about recurring - All of my recurring transactions do not show up under the recurring tab for reports. I am missing 8 people. However, when I run a overall transaction report they are on there and marked at 999 recurring. Why would some show up under the recurring portion of the reporting in CP and not all of them?

Thanks, Marion

[CnP.Support]

Good day!

You have posted this as an addition to an existing post which is not related to your post. Your question is related to the mobile application and should be posted to the mobile forum. Unfortunately I can't move this post since the entire thread will move.

Your questions:

1: We have contacted the gateway to find out why the second transaction has failed the recurring. It seems like there is an issue with the card swipe account and recurring. We will get back to you once we have an answer.
2: The expiration date cannot be changed at this time. If a card expires it has to be re-entered as a new recurring.

[MarionRuthig]

Support.Department,

I have two questions and cannot find where to get the answers or where to post the questions. This thread relates to my nonprofit organization. Here are my questions:

1. I had two people sign up for recurring payments on 11/19/2013 via the Swiper 1. Today the payments were suppose to charge again. One went through but the other did not. The error message I got for the other was Reason for decline: InActive Setup or Not A Manual Recurring Type. On the Click and Pledge side is shows under the recurring tab in the reports function. I do not know what is causing this, but I hate to miss out on donations and to have to ask people to sign up over and over again. If you could please research and get back to me I would appreciate it.

2. One of our other recurring transactions card expired. Is there a way to update the date or do they need to sign up again?

Please let me know. Thank you.

[CnP.Support]

Cliff,

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

[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]

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

[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.

[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:

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]

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!

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]

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]

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.?