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We had a donor try to give and get a decline. We believe he entered the wrong credit card expiration date. He ended up calling us to give us his information to enter the gift for him.
Unfortunately, our donation processing staff forgot that they were supposed to use Virtual Terminal, so they tried to use the regular online form, which (I think because we were in a different location than the first try) marked the transaction as fraud.
When I learned about it, I told them they needed to use Virtual Terminal, but by that point the one through VT was considered as fraud as well. Is there a way to clear it being marked as fraud on the backend? The most recent order number was 60820-2110191439558490275.
Thanks!
Unfortunately, our donation processing staff forgot that they were supposed to use Virtual Terminal, so they tried to use the regular online form, which (I think because we were in a different location than the first try) marked the transaction as fraud.
When I learned about it, I told them they needed to use Virtual Terminal, but by that point the one through VT was considered as fraud as well. Is there a way to clear it being marked as fraud on the backend? The most recent order number was 60820-2110191439558490275.
Thanks!
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