Announcement

Collapse
No announcement yet.

HELP! The new platform is declining my donors credit cards

Collapse
X
 
  • Filter
  • Time
  • Show
Clear All
new posts

  • HELP! The new platform is declining my donors credit cards

    All of a sudden with the new platform our donors are reporting being declined multiple times. I tried my own as well and was declined. Almost $1000 in donations is being turned away right now. Not sure what to do.

  • #2
    Good day EPIKproject

    Are you processing a lot of transactions from the same location? Our fraud system has blocked a number of IP's in your account. We just released those IP's.

    This is not related to the old or new system. It is our fraud system monitoring your account where same IP address is processing multiple times with varying amounts and names.

    If you are processing transactions manually please use the Virtual Terminal to process the payments as that feature does not monitor for fraud.

    Your IP's and emails are now removed from the blacklist.
    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
      no. these are people from all over donating. i am not processing them manually. it's the exact same process we've been using for weeks. my fundraisers are sending out their pages and people are donating.

      Comment


      • #4
        You had a large number of transactions with similar IP's and varying amounts. The fraud system had blocked them with high scores.

        You may define a new fraud rule for your campaign and that will require that you accept the liability for fraud. Here is the link of the overview: http://help.clickandpledge.com/custo...ct-an-overview

        The algorithm or method of fraud protection has not changed and it is the same as it always has been. Now you have the option to set it as you wish in addition to the old features of whitelisting certain IP's and Emails. Please note that the declines you have had were all fraud detection due to same IP and different emails.

        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
          How could it be the same IP when it's different people from different places? I actually know the people making those donations so it's not random.

          Comment


          • #6
            I am also having this same problem with my account:

            Having several online transactions by donors declined due to being flagged for fraud. These are known and regular donors so highly-unlikely to be a fraudulent charges. Was advised 2 months ago when we experienced this to whitelist the suspect IP addresses/emails. I am aware of where to whitelist IPs and email domains (http://help.clickandpledge.com/custo...d-whitelisting) but I'm not sure where to locate the IP address of the declined transactions or how to determine whether the IP address or email in question was what flagged the transaction for fraud.

            Please advise

            Comment


            • #7
              It's happening again. I need to have this solved urgently. Our fundraising event is tomorrow morning!

              Comment


              • #8
                Bump. This needs to be resolved very quickly. What is the best way to get support?

                Comment


                • #9
                  Good day EPIKproject

                  You may want to disable the fraud setting for your account for the duration of your event. The system is detecting patterns that follows fraud behavior. This is not something we randomly make up & I just want you to know our system uses 3 different companies in real time to determine behavior.

                  You may want to disable fraud for the duration of the event - go to https://portal.ClickandPledge.com > Account Info > 3rd Party > Fraud

                  Disable the fraud - during this time our system will NOT monitor fraud. Should anything happen to your account, e.g. attack for authorization, etc. you will be responsible for fraudulent charges and associated fees with the processor.

                  Just to show you what is going on in the account. One example:

                  IP address: 104.99.239.22
                  # of transactions: 7

                  The above IP had 3 people transacting with different amounts within minutes of each other with different cards and emails.

                  We love for 100% of all transactions go through but we also monitor your account for your safety. This is not 100% accurate and is prone to false positives, such as this case. I understand you want your transactions to to through and may not really care about my explanation at this time. The system is doing what it sees as the pattern.

                  You may want to consider removing fraud protection during this period as it may help with your traffic patterns.

                  Click image for larger version

Name:	2016-10-07_15-23-48.jpg
Views:	13
Size:	117.8 KB
ID:	27394

                  Please let me know if I can be of any further 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


                  • #10
                    Can you please provide the amounts for those 7. If there really is a fraud attempt I don't want to disable, but I can cross reference those 7 attempts with the amounts I know our donors are trying to make.

                    Comment


                    • #11
                      Good day EPIKproject

                      Our forum is the best place for you to receive support for this case. I have explained this before and stated that you may want to whitelist your account in the original post.

                      Please see this other pattern:

                      Email: griz*******@gmail.com
                      IP's used:
                      • 64.145.88.xxx
                      • 23.79.240.1xx
                      • 23.79.240.2xx
                      3 separate IP's are used with 20 seconds difference between each transaction.

                      Some of these patterns are following fraud pattern. We are reviewing each blocked transaction and confirming the reason for block.

                      All your account has been cleared and nobody is in the blacklist at this time.
                      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


                      • #12
                        Good day EPIKproject

                        Please go to the Connect platform and review the transactions. Each one that has been blocked will show the status as blocked.

                        You may easily check all these and the history 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

                        Comment


                        • #13
                          Good day [email protected]

                          You may obtain the IP address from the transaction. If you login to Connect for the transaction you will be able to see detailed information about the transaction.

                          If you also let me know the first name and amount I will be able to determine the reason for block.
                          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


                          • #14
                            Ok I checked and there is nothing fraudulent going on. I disabled the fraud. Once the IP's were white listed from yesterday can you please provide the details of what triggered it today?

                            Comment


                            • #15
                              Originally posted by CnP.Support View Post
                              Good day [email protected]

                              You may obtain the IP address from the transaction. If you login to Connect for the transaction you will be able to see detailed information about the transaction.

                              If you also let me know the first name and amount I will be able to determine the reason for block.
                              Yes, here are the records:
                              Brady $750
                              Rachel $75
                              Amy $75

                              Can you please provide some more specific instructions on where to locate the IP address? I'm not seeing any when I view a transaction in Connect.

                              Thank you

                              Comment

                              Working...
                              X