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  • #16
    Good day ckyt

    What is the order number for your transaction?
    Regards,
    Click & Pledge Support Department

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

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    • #17
      How can I retrieve the order number given that the transaction did not pass through?

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      • #18
        Good day!

        Please note that all transactions, regardless of their faith, are in Connect. If you simply login to Connect you will see the transaction as well as the decline reason.

        Once we have the order number we can figure out the decline reason. Your transactions are posting correctly and the gateway is also set correctly so there is nothing wrong with the account or the post. We have to figure out the decline reason.
        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/
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        • #19
          The order number is 51069-1810101147223435938

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          • #20
            Good day!

            The transaction was blocked by the fraud engine. The address as well as frequency of post based on a transaction coming from Singapore is causing the fraud engine to block it.

            Are you developing a code for a client or is this an actual transaction from a donor?
            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

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            • #21
              I am the admin and am testing the donation forms. The other donation which was made once only was also blocked by fraud: 51069-1810101008015971129. Why is this so?

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              • #22
                51069-1810101008015971129 - this order also did not go through even though a different person with a different card tried it.

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                • #23
                  I think I should mention that I tried to edit the fraud settings and remove options such as "decline if not US user" etc. but upon implementing it, it still showed the error message of being declined. So I switched back to the default one.

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                  • #24
                    Good day!

                    Your history at the third party tracking company is causing the velocity parameter to score high. The organization is in US and the credit card company returns and your mailing address all are raising the weight.

                    You could do one thing during the test. Set up a custom fraud profile and whitelist your IP or the campaign associated with the form. Your IP will not let the transactions go through for a while given you are already there with a lot of back to back transactions.

                    If you set up a custom profile for fraud you can bypass the fraud check. See: http://help.clickandpledge.com/custo...ticles/1574037

                    Try it and your transactions will go through.
                    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

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                    • #25
                      Good day!

                      "Decline if not a US user" .. hmmm! we do not have such a setting. Where are you doing this?
                      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

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                      • #26
                        Okay I understand for my part. But the other few people that tried are NOT using the same IP address. So why are their transactions not going through too??

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                        • #27
                          Originally posted by CnP.Support View Post
                          Good day!

                          "Decline if not a US user" .. hmmm! we do not have such a setting. Where are you doing this?
                          - Under Fraud settings, under AVS.
                          G Not US Issuer, Issuer does not participate in AVS.

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                          • #28
                            Good day ckyt

                            Oh! that is AVS code for custom profile.

                            What I suggest you do is the following:
                            • Create a custom profile and add your IP address to the whitelist.
                            • Assign the profile to the Campaign whose form you are testing.
                            Once you do this the form will follow that profile. Profiles need to be assigned to a Campaign and all this is for your own security. I highly recommend that you use custom profile with great care. In your case you are testing a lot of transactions in quick succession and as such with other parameters your transactions are being blocked. I hope you agree that a US organization, receiving rapid back to back transactions from Singapore with small amounts is a bit suspicious under normal conditions.

                            During your testing phase go ahead and whitelist your IP and continue your tests.. once that is completed revert back to our default fraud protection mode for your own protection.
                            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

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                            • #29
                              Noted and I will give it a try. However, you did not answer the following:

                              Originally posted by ckyt View Post
                              Okay I understand for my part. But the other few people that tried are NOT using the same IP address. So why are their transactions not going through too??
                              - Order 51069-1810100919111401008 - only tried once, with different IP and different person (friend), but why is it facing a decline? May you give a solution to this please?

                              Comment


                              • #30
                                May I ask that you ask them to try again. The other cards were blocked by their bank. If they try again and notify their bank to ensure a transaction made to US is OK it will go through.

                                You may easily see the decline reason in Connect. All reasons are completely listed in Connect.
                                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

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