C&P Payment Processor Fraud Protection and Guidelines

[cgallardo]

Not sure if this is the correct forum, but wanted to ask about Click&Pledge's handling of fraudulent activity hitting the online form and going through the payment processor. Most of the fraudulent activity I have seen in my organization has been declined, but what happens in the case that something is approved that should have not. Please let me know if there is any documentation or if I should reach out to my AE or other. Please and thank you!

[CnP.Support]

Good day cgallardo

Our system monitors fraud in real time and if you are seeing declines it means it is not being caught. Do you have an Order Number for us to review and the form from which these transactions are being made?

[cgallardo]

I do CnP.Support. Here is the list of order numbers and gateway transaction number:

1) 24172-1712131709502104458 && 1197594162
2) 24172-1712131755497899793 && 1197620930
3) 24172-1712131754582380356 && 1197620445
4) 24172-1712131809229672854 && 1197628060
5) 24172-1712131827491201495 && 1197637096

I had a lot more, but my power user deleted the records from SFDC org.


They are all coming in via my generic online donation form, not sure how to provide an identifier for the form. Unless you could give me instruction of what to provide if that is alright. Thank you!

[CnP.Support]

Good day cgallardo

What is the link to your form? Where is this form?

[cgallardo]

https://www.yearup.org/donate/

[CnP.Support]

Good day cgallardo

This is a FaaS form that is custom built by your organization. We strongly suggest that you add a reCaptcha to the form since this is outside our servers and there is just no way for us to offer the reCaptcha. That is one idea.

We are going to review the transactions on your account and update you on our finding.

[cgallardo]

CnP.Support Any updates on the fraudulent transaction? Let me know. Thanks!

[CnP.Support.AM]

Good day @cgallardo

We reviewed and found that those transactions have been declined from the bank and the reasons are: Do not honor, expired Card..etc. We have no control over these messages - we simply report what the bank sends us. It is always best for the cardholder to contact the bank and ask for the reason for decline.

[cgallardo]

Does the C&P Payment Processor offer any fraud protection capabilities or such?

[CnP.Support.AM]

Good day @cgallardo

Yes, by default we take care of fraud protection. Of course, you always have the option to disable the fraud and accept 100% liability for fraud- something we do NOT recommend.

[cgallardo]

CnP.Support.AM My C&P Portal identified transaction 24172-1802201428391763612 as fraudulent, but it still went ahead and post records into my Salesforce org. And in my Salesforce org neither the C&P Data or C&P Transaction record identify it as fraudulent. Could you please help me prevent fraudulent record from posting in Salesforce or any other mechanism? Please and thank you!

[CnP.Support.AM]

Good day @cgallardo

We do NOT post the fraudulent transactions to Salesforce and it is the default behavior. It seems that you or someone in your organization has posted it manually as we see the transaction time and posted time have the difference of almost one and a half hour. Generally, it will post the transaction in a difference of a minute or two.

[cgallardo]

CnP.Support.AM Two things.

First the transaction was not posted manually. It was posted automatically and it is not the first time that a fraudulent transaction from C&P Portal was posted unto the Salesforce org. Is there any settings that we might be missing. Any thoughtful consideration would be greatly appreciated from a much appreciate customer.

Second the reason that it was posted hours later was due to a lag or hold in the integration. Maybe a "lag or hold in the integration" does not mean much, but one of my colleagues noticed that all transactions in C&P Portal after 12:49pm EST were not posting to Salesforce and there was an Error message in Salesforce column. But until he made a donation around 3:51pm EST it started working again. Any thoughts or logs on your side of why the integration stopped working from 12:49 to 3:51pm? That would be awesome!

[CnP.Support.AM]

Good day @cgallardo

There is NO such lag or hold in the integration. As stated it will post the transaction immediately. However, please share a couple of order numbers which not posted during the above time you have mentioned so that we can review whats going on?

[cgallardo]

CnP.Support.AM No worries, I understand that their is NO such lag in the integration, but certainly something occurred for the posting to be delayed a few hours. If you can help that would be great. If not then I guess we are out of luck.

24172-1802201249077338840 - occurred at 12:49pm and was immediately posted to SFDC.

24172-180220134113201 - occurred at 1:41pm but immediately got an error and was not posted to SFDC. This same action occurred for the following: 24172-180220134311234, 24172-180220141020432, 24172-180220141816043, 24172-180220142007546, 24172-1802201428391763612, 24172-1802201501362433067, 24172-1802201509334293067, 24172-1802201511487503067

Until 3:49pm is when 24172-1802201549514442002 came into C&P Portal and was immediately posted into SFDC. When this occurred, then the other previous transactions that had not posted started processing and were posted automatically into SFDC.

Thanks for your patience...