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  • CnP.LiveSupport.AB
    replied
    When a patron reports that their transaction "did not go through", it can be helpful to review the transaction in CONNECT to determine why: was it blocked for fraud? was it declined? does CONNECT even show a record of the transaction?

    To do so, follow these steps:
    1. Click the Launcher
    2. Choose "Transactions & Reports"
    3. Once in Transctions & Reports, use the search at the top of the screen to search the patron's first name OR last name (don't type both with a space - the search will not return a result), or paste the Order Number if you have it. Hit "enter" to search
    4. Choose the relevant transaction from the results and view the Transaction Detail.
    Click image for larger version

Name:	2020-11-25_Find Decline Message.jpg
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    As you can see, in this case, the transaction was declined because the customer entered the wrong zip code associated with the card. This was true of both the order numbers you showed in your screenshot.

    Leave a comment:


  • AlexSH
    replied
    https://connect.clickandpledge.com/w...1-b3b81580511f

    It might be specific to one donors card. She contacted her bank and they told her she needs to be "reinstated" to our site. Attached is the C&P data associated
    Attached Files

    Leave a comment:


  • CnP.Support.AM
    replied
    Good day @AlexSH

    Would you please share the link URL of the page?

    Leave a comment:


  • AlexSH
    started a topic Not Processing payments

    Not Processing payments

    Please review my account. It's stating Sorry, your payment did not go through.
    Please try again or contact your bank. Please make sure that our account is able to accept donations. I know in the past you had to adjust something on your end when this has happened. My account is 38341
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