Problems with credit card transactions

[annagore]

Hi there,

We have a customer with a Wells Fargo Visa who has made multiple attempts to submit an online donation, but keeps getting an error message saying:

We were unable to complete your transaction.
Possible reasons:

• Be sure you're using one of these cards:
  MasterCard, Visa, Discover, JCB
• Your bank is declining your card. You may wish to contact your bank.
• The information you provided is not correct or you have typed an invalid card number.
• Our system could have difficulty communicating with the bank.

Things to try:

1. Re-enter your credit card information at the right and re-submit.
2. Try us at a later time.

I spoke with him regarding his card and he's assured me that he frequently uses it (as recently as today) to make transactions and donations to other nonprofit organizations.

Do you have any suggestions or insights into this?

Thanks,
Anna

[CnP.Support]

Good day Anna,

Sorry for the trouble your client is having. I am sure we can find out what is going on once we have just a little more information.

Please let me know the first name and the last name's initial. PLEASE do not put the patron's entire last name since this is a public forum. There could be many reasons for a card to decline and the best source for this information is the card holder's bank or issuing company. In this case Wells Fargo can easily tell him why they have declined the card.

When a card is entered in the system we simply post it to the gateway and the issuing company will authorize or decline the card. We simply show the response we receive.

Once I have the information I can find out why a decline has occurred. Did you also know that if you download the Decline report you will also see the reason for decline?

[annagore]

Hello again,

I ran a decline report through the C&P Portal and don't see his name listed as one of the declined transactions. I expected to see it at least three times because I know he's attempted the transaction twice, and I attempted it once on his behalf.

First name and last initial is Richard D. The most recent transaction attempt was May 31st at 3:52 PM.

Please let me know the reason for decline, and I will ask him to follow up with his bank if necessary.

Thanks!
Anna

[CnP.Support]

Good day!

Support will be reaching out to you regarding this. Your patron has had a few transactions in a fraud matching pattern which has blocked him from giving additional payments.

The fraud block will be removed once support manages to talk to you.

Sorry for the trouble you have experienced but the fraud system is there to protect you against fraudulent attempts.

[annagore]

I tried to reply to this thread once but it didn't work. Second try.

Click and Pledge support touched base with me and unblocked the card, and I was able to run the transaction.

Question for you: I appreciate the intent of the fraud system, but how will we (and our customers) know when a credit card is blocked by Click and Pledge? Shouldn't an Opportunity have been created in Salesforce with the "declined" status?

Thanks,
Anna

[CnP.Support]

Good day Anna,

We requested for support to get in touch with you and describe what is going on. The information that needed to be exchanged was a bit private and could not be posted to the forum.

The block is made prior to being posted to the gateway and is an internal block and not a bank block. Naturally we cannot possibly notify the card holder since that defies the purpose. If hackers and thieves that steal credit card information and test it on sites know that they are being blocked they will change their behavior. Notifying the organization is a feature we are adding to the next release where you can download the blocked reports but currently that is not available. We can gladly work with you if you experience similar issues.

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