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HELP! The new platform is declining my donors credit cards

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  • #16
    I'm not sure what to do. I disabled the fraud and I just started getting fraud denials again. My event is tomorrow morning! Donations are coming in now!!!

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    • #17
      Good day EPIKproject

      We will resolve this but I need to find out a bit more from you. Where is the link to this page. I need to know what form you are using.
      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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      • #18
        https://connect.clickandpledge.com/O...kWalkathon2016

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        • #19
          Some are coming through but the latest fraud attempt was 10/7/2016 4:44:28 PM $100

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          • #20
            It appears that the fraud protection is still turned on in the connect platform even though I disabled it in the location you pointed me to earlier.

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            • #21
              Good day EPIKproject

              The last block you had was due to the IP having already been in the blacklist. It has been removed.

              I have set your account not to be looking at blocked table so all transactions will come through. We are keeping an eye on your account.

              The instructions I had sent you was for the legacy forms. I totally missed the fact that you are using Connect forms. Changes in the fraud setting in Connect is in the Settings > Fraud settings section. I suggest you do not make any changes at this time as we have manually updated your account.

              We are watching your account and will review all activities, in case something passes that should not.
              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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              • #22
                Thank you! I appreciate that support.

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                • #23
                  It appears that donations came in fine while the account was being monitored, but again we're having fraud issues. It looks as though donors try once and get denied for "fraud" then try a few more times and give up. Could someone please call me so we can get this resolved. What is the best way to provide my number that's not public? Thank you.

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                  • #24
                    Good day EPIKproject

                    This is not an issue that may be resolved by talking on the phone. If you discuss this with our support they will revert you here since we have to make sure the blocks are not fraud.

                    Please be aware that a lot of organizations are currently under attack. We are extremely worried that if we totally remove all barriers to your account and you get hit you will have no protection. Each fraud will cost $35 in dispute fee if we whitelist you. Also Transfirst will place your account in pending status until their fraud team investigates the issues. To give you an example a nonprofit was hit with 40K hits last night for credit card validation. Another organization last week was hit while they had themselves totally whitelisted and are facing a $4000 chargeback fee. This is not our policy and we do all we can to protect you. Nonprofits are victims of fraudsters who authorize cards and then sell them in the black market.

                    You have had 2 blocks since 10th and both have come with proxy scores of 5. A score of 3 is high risk. The IP address shows more than 100K fraud attempts in the banking network.

                    If you wish to be completely removed and we simply ignore any attempts on your account please send an email detailing this post and request complete removal of fraud settings from your account. We will completely whitelist you and apologize in advance for any fees that your organization may incur if attacked. We do not take this lightly.
                    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!

                      I have requested the platform team to completely whitelist your account. No transactions are now being monitored by fraud and the 3rd party monitors.

                      Please be careful as this is a serious action on our part.

                      If you decide to reverse this change please let us know. The liability of all transactions are on your organizations as of this moment.

                      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

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