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Hi there,
We are having an issue with declined transactions coming over to Salesforce as Received donations. I'm posting this in the Connect forum, due to the fact that I believe the solution would need to take place on Connect, rather than in Salesforce. That said, I'd be happy to work in Salesforce to apply a fix, if there's a way to do so.
We worked with Patrick in Support on this during our Spring fund drive back in May and are trying to avoid this issue during our Fall fund drive at the end of this month.
I've pasted the support response from Patrick below for additional context and will try to summarize the issue generally here.
There is apparently a setting in Connect that prevents certain types of declined transactions from showing as "Declined". Instead, the declined transaction will initially show as "Authorized" in C&P and then very shortly after it will be flagged as "Credited". Our Salesforce integration is setup to sync Authorized transactions and the outcome of this scenario during our last fund drive was that we had numerous donations syncing to Salesforce, flagged as received and erroneously contributing to our fundraising total, that were actually "Credited" in C&P.
My sense of the data flow in this scenario is:
1.) Transaction is attempted in C&P
2.) Transaction is initially set to "authorized" in C&P
3.) The authorized transaction is synced to salesforce
4.) A "bad zipcode" or some such response is received from financial institution
5.) C&P transaction is changed to "credited"
6.) That change in the transaction's state in C&P is not synced to salesforce
We have our Salesforce sync set to flag Credited Donations from C&P as "Closed Lost" (see attached C P Settings Salesforce Enterprise Edition.png screenshot). This works great for any transactions that we manually issue credits on (see attached manual credit in C&P.png). However, this does work for "auto-credited" transactions. If we look at one of these auto-credited transaction in Salesforce we see that there isn't any indication of the change in state back in C&P. To see an example of this, I've attached two screenshots of transaction 36381-1705021420528185697. The C&P Transaction.png screenshot shows the transaction in C&P and the salesforce-c&p-transaction.PNG screenshot shows the "C&P data" related list for the transaction in Salesforce. As you can see, no mention of the transaction being credited made its way over to Salesforce.
According to Patrick this has something to do with the zip code on the transaction not matching the zip code of the donor with their financial institution and I've pasted in his earlier response below.
We're hoping that we can disable this auto-credit feature in C&P and flag all declined transactions as declined. Is that possible?
Thanks!
Kirk
------Earlier Support response with donor name obfuscated ----
However, the reason for the “Credit Issue” or “VOID” you were seeing for these declined donations instead of the Decline, is a functionality that our Connect programmers have enabled to save the organization from paying the transaction fees that are associated with the declines.
I ran a test donation through your Connect Form, replicating completely the information that <donor name> had provided in her 9 transactions she attempted to process through this form and shows credited on all 9 for $103.30 each.
What I discovered, unintentionally, is with my 1st test transaction, I had entered the wrong payment information, specifically the incorrect billing street address and zip code. I did not enter the info matching the test credit card I was using. I found this out once I clicked the SUBMIT PAYMENT option and a message informed me that my payment did not go through and to contact my bank. I immediately checked my transaction in your Connect platform and this transaction showed as CREDITED (Voided), not declined.
I attempted the test payment again, this time using the same billing info as on the test card and the transaction processed successfully with no issues. I then went back into your Connect and credited my successful test transaction manually.
You will see both of my Test Transactions as “CREDITED”, although only the 2nd attempt should actually show this status. The 1st attempt should show declined with a “Decline Reason”.
The explanation for the 9 CREDITED transactions for <donor name>, based off of my testing, is some info she had entered for her billing/card information was not matching, which gave her the message that her payment had not processed successfully, just as I received for my 1st test transaction. She tried again, with the same result and message and continued with the attempts, using 3 different credit cards during the process. This resulted in the 9 CREDITED transactions.
RESOLUTION:
I have reached out to my CONNECT Programmers/Developers and provided this information to research.
It appears that the system is instantaneously Issuing a Credit, which VOIDS the payment because it’s same day, instead of processing/showing them as Declined and providing us with the Decline Reason. I believe this is to prevent the $0.35 transaction fee that a declined transaction would normally be charged. A VOIDED transaction has NO Transaction Fee. I will know for sure when I hear back from the Developers.
We are having an issue with declined transactions coming over to Salesforce as Received donations. I'm posting this in the Connect forum, due to the fact that I believe the solution would need to take place on Connect, rather than in Salesforce. That said, I'd be happy to work in Salesforce to apply a fix, if there's a way to do so.
We worked with Patrick in Support on this during our Spring fund drive back in May and are trying to avoid this issue during our Fall fund drive at the end of this month.
I've pasted the support response from Patrick below for additional context and will try to summarize the issue generally here.
There is apparently a setting in Connect that prevents certain types of declined transactions from showing as "Declined". Instead, the declined transaction will initially show as "Authorized" in C&P and then very shortly after it will be flagged as "Credited". Our Salesforce integration is setup to sync Authorized transactions and the outcome of this scenario during our last fund drive was that we had numerous donations syncing to Salesforce, flagged as received and erroneously contributing to our fundraising total, that were actually "Credited" in C&P.
My sense of the data flow in this scenario is:
1.) Transaction is attempted in C&P
2.) Transaction is initially set to "authorized" in C&P
3.) The authorized transaction is synced to salesforce
4.) A "bad zipcode" or some such response is received from financial institution
5.) C&P transaction is changed to "credited"
6.) That change in the transaction's state in C&P is not synced to salesforce
We have our Salesforce sync set to flag Credited Donations from C&P as "Closed Lost" (see attached C P Settings Salesforce Enterprise Edition.png screenshot). This works great for any transactions that we manually issue credits on (see attached manual credit in C&P.png). However, this does work for "auto-credited" transactions. If we look at one of these auto-credited transaction in Salesforce we see that there isn't any indication of the change in state back in C&P. To see an example of this, I've attached two screenshots of transaction 36381-1705021420528185697. The C&P Transaction.png screenshot shows the transaction in C&P and the salesforce-c&p-transaction.PNG screenshot shows the "C&P data" related list for the transaction in Salesforce. As you can see, no mention of the transaction being credited made its way over to Salesforce.
According to Patrick this has something to do with the zip code on the transaction not matching the zip code of the donor with their financial institution and I've pasted in his earlier response below.
We're hoping that we can disable this auto-credit feature in C&P and flag all declined transactions as declined. Is that possible?
Thanks!
Kirk
------Earlier Support response with donor name obfuscated ----
However, the reason for the “Credit Issue” or “VOID” you were seeing for these declined donations instead of the Decline, is a functionality that our Connect programmers have enabled to save the organization from paying the transaction fees that are associated with the declines.
I ran a test donation through your Connect Form, replicating completely the information that <donor name> had provided in her 9 transactions she attempted to process through this form and shows credited on all 9 for $103.30 each.
What I discovered, unintentionally, is with my 1st test transaction, I had entered the wrong payment information, specifically the incorrect billing street address and zip code. I did not enter the info matching the test credit card I was using. I found this out once I clicked the SUBMIT PAYMENT option and a message informed me that my payment did not go through and to contact my bank. I immediately checked my transaction in your Connect platform and this transaction showed as CREDITED (Voided), not declined.
I attempted the test payment again, this time using the same billing info as on the test card and the transaction processed successfully with no issues. I then went back into your Connect and credited my successful test transaction manually.
You will see both of my Test Transactions as “CREDITED”, although only the 2nd attempt should actually show this status. The 1st attempt should show declined with a “Decline Reason”.
The explanation for the 9 CREDITED transactions for <donor name>, based off of my testing, is some info she had entered for her billing/card information was not matching, which gave her the message that her payment had not processed successfully, just as I received for my 1st test transaction. She tried again, with the same result and message and continued with the attempts, using 3 different credit cards during the process. This resulted in the 9 CREDITED transactions.
RESOLUTION:
I have reached out to my CONNECT Programmers/Developers and provided this information to research.
It appears that the system is instantaneously Issuing a Credit, which VOIDS the payment because it’s same day, instead of processing/showing them as Declined and providing us with the Decline Reason. I believe this is to prevent the $0.35 transaction fee that a declined transaction would normally be charged. A VOIDED transaction has NO Transaction Fee. I will know for sure when I hear back from the Developers.
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