card declined with no record in portal or salesforce

[ss57]

I understand. Thank you for the feedback. I must admit that this is very hard to communicate to a donor. If you have any suggestions, I'm all ears.

I'm anxiously awaiting the next release where we get notification of blocked transactions!

Thank you.

[CnP.Support]

Good day!

Yes we cleared all your fraud blocks.

The factors that contributed to this block were borderline but when the free email with .fm was used it pushed it over the limit.

Jill was also blocked due to this issue. Stacy's fraud score was 3.5 and Jill's was 2.90 - we block on a lower value. To give you an idea - today your average fraud score has been 0.15

[ss57]

Regarding the error messages, we do pass through the returned error message. As I'm sure you realize, people generally do not realize how important it can be to pass on the full text of an error message when asking for help.

To be sure I understand correctly, the increasing fraud score was because of repeated attempts from multiple locations. Is that correct? So when you say "We have removed 5 IP's for this user and their email and a few other attributes." does this mean that you cleared out the history so a new attempt will start with a clean slate? Do you have any information as to why she had a high fraud score to begin with? I'd like to have as much information as I can have when contacting the donor so they don't feel threatened when I say "you have a high fraud score".

Now that I am thinking about this for a minute, I had another donor (Jill H.) also from California, who had similar problems on and prior to May 27. It just happened to go through when I was on the phone with her so I dismissed it from my mind. I'm guessing she also had a high fraud score.

[CnP.Support]

Good day!

You have a custom form and as such it is a bit tricky to know what the "error" means. There are 2 types of incidents where a user uses the word "error" and unfortunately one is a decline and another is an error which has nothing to do with decline.

If in a custom form the user is directed to the ERROR page we post the error in the URL. It is best if you can show the error and ask the user to report to you the error message. In the absence of knowing the error it is hard for us to provide a solution.

In order to help with your form I strongly suggest that you show the error message by reading it from the URL.

As for this order:

The transaction was first made on 5/29 with a score of 3.7 in fraud. Your typical fraud score for your account is 0.1 and this is quite high - we block on 1.5. The email is also @fastmail.fm which is a free email provider and attempts were made using 4 different IP's and as such each time the fraud score has gone up resulting in complete block.

We have removed 5 IP's for this user and their email and a few other attributes.

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

[ss57]

I have a new, similar problem with another donor not being able to complete a transaction. With the exception of one successful donation, I see no record in Salesforce or in the C&P Portal.

Here is what she wrote to us in an email:

I wanted to let you know that I have not been able to donate via the website recently to you. Every time I do it give me an error reading. I checked with my bank and they say that the card that I have been using is fine, so they are not sure why I am receiving this error message. I used the same card to donate to [name withheld], after several error messages and finally it worked but it didn't work with your donation. I've tried it on multiple nights with different cards and it give me the same error message regardless.

Her first name is Stacy and her last initial is G. Her address is in Chico, CA.

Please help research this, and if possible, teach me how to resolve this kind of problem myself.

[ss57]

Yes, that makes much more sense.

[CnP.Support]

If the donor is travelling the IP may not be a good option. You may want to whitelist their email.

[ss57]

Great, thank you!

So I probably would have to ask the donor for their IP address, right?

[CnP.Support]

Good day!

You are right- we should have an option to notify the organization. It is a feature that has been requested and will be added to Connect in a future release.

Here is how to whitelist emails or IP's:



Please let me know if this helps.

[ss57]

Very interesting. When I travel 3000 miles from home, I notify my bank where I will be so that they don't deny any transactions from the country I am visiting. I believe this person is spending a considerable amount of time away from their registered address, so it is highly likely that she has already notified her bank of this fact. It sounds like we have two levels of protection -- one at the card issuer, and one at the gateway. The gateway (C&P) has no knowledge of the traveling activity of the cardholder, which makes it impossible to predict their actual location. Consequently, you're forced to assume that they should be near their registered address. That's not to say that we shouldn't have two levels of protection, but it does make things difficult.

I don't mind if transactions are blocked -- some false positives are inevitable. What I do mind is that there is no line of communication to either the donor or to us. The donor receives no feedback as to the decline reason. We receive no notification there was an attempted transaction. Maybe this is a fundamental flaw in the payment card industry. I have no idea.

If I were to choose to whitelist the IP address how would I go about that? Is this available in the C&P Portal?

[CnP.Support]

Good day!

Sorry for the inconvenience.

The donor appears to be at a location that is about 3000 miles away from the registered card's address. The fraud monitoring system that we use has scored this at a score of 90 - we typically block at 10. 99.99% of all legitimate transactions are at 1.5 score maximum.

Do you know what is the status of this donor? Where is Jamie and what are the circumstances around this donation?

You may want to whitelist the IP address or disable fraud for a specific page where it can be used without fraud protection. The fraud score is so high that it blocks all transactions originating from that card.

[ss57]

I was contacted again by the donor (Jamie I.) last week, and she said she was still not able to donate. I asked for the date of attempted donation and I have not received a response from her. Is there a way I can research this on my end? How can I solve the problem without detailed information from donors that have problems?

[ss57]

Fantastic, thank you!

How would I know someone was having trouble with this if they don't contact us? We have a significant number of donors in other countries, so I suspect this is not an isolated incident. Hopefully they will ask for help, but I'm not sure how many people will take time to contact us.

[CnP.Support]

Good day!

Thank you for your prompt reply.

We removed the blacklisted information and he should be able to process now.

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

[ss57]

The donor is Jamie I.