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  • Declined transactions

    Hello,

    A donor submitted card information for us to process, and it has been declined multiple times. The donor has been in touch with the credit card company who confirmed that the transaction should go through. The credit card company also confirmed that there were no attempts to charge anything to the donor's account on their end.

    Originally we used a 4-digit security code and the transaction was declined. Because that attempt was declined, we tried the donor's spouse's name. Could this have turned on your fraud blocker for the donor's name? We also tried a 3-digit security code and an alternative card that were also declined.

    Thanks for any guidance.

  • #2
    Good day kwoolf

    We reviewed your account and noticed a couple of transactions that are blocked from Suein H. We have removed the patron from the blacklist.

    You may want to review the fraud system's whitelisting at: http://help.clickandpledge.com/custo...d-whitelisting

    Please let us know if we can be of more assistance.
    Regards,
    Click & Pledge Support Department

    On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

    Join us @ the educational webinars: https://clickandpledge.com/webinars/
    Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
    Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

    Comment


    • #3
      The transaction is still being declined. We have confirmed that the credit card information is correct with the donor. Can you please advise what we should try next? Thank you.

      Comment


      • #4
        Good day!

        The transaction has again been caught as potential fraud. You could easily see this if you login to Connect and see the decline reason.

        Please add the email address to your whitelist, as instructed in the previous post, to allow this transaction to go through. A lot of factors are contributing to this, including the repeated attempts in the past and now the 3rd party providers we use score this transaction quite high as potential fraud - the whitelisting is the only way it can be processed.

        Of course you can always use the virtual terminal. All these transactions are coming from the same IP address, 216.31.229.150. Are you using your web form to process this?

        If you are processing this on behalf of a patron you should not use the web form as those forms are always being monitored for fraud. As an organization you should always use the virtual terminal as the service is provided for this purpose and it does not monitor fraud. Repeated attempts from the same IP will blacklist your entire browser's persona and you will not be able to process any cards as the persona will be blacklisted. This, of course, is for your protection as fraudulent attempts are made against nonprofits with 50K transactions in 5 minutes.

        Please use the VT, in case you are doing this for the client, and if the client is processing it please add the email to your whitelist.

        Hope that helps.
        Regards,
        Click & Pledge Support Department

        On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

        Join us @ the educational webinars: https://clickandpledge.com/webinars/
        Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
        Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

        Comment


        • #5
          Hello,

          I have been blocked from manually entering gifts again, through the Virtual Terminal in Salesforce. Can you please unblock me? I have used the Virtual Terminal and whitelisted my IP address as well as the email addresses for the donors I am having trouble entering.

          Thank you.

          Comment


          • #6
            Good day @kwoolf

            Virtual Terminal in SF/Connect/Portal is NOT monitored by Fraud System. The transaction has been declined from Bank and the card holder needs to contact bank and find out whats going on.
            Regards,
            Click & Pledge Support Department

            On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

            Join us @ the educational webinars: https://clickandpledge.com/webinars/
            Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
            Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

            Comment

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