Payments blocked

[Roy]

Good morning. I have 3 cases today.
1 of 3: First name: Jiyoung
Attempted payment date: 6/4
Partial email: jiy******@comcast.net
Error code 5001

2 of 3: Alicia
6/4
ali*******@gmail.com
Error code 5001

3 of 3
Alexandra
Attempted payment 6/5
Partial email: dese***********@yahoo.com
Error code 5001

We may have multiple IP addresses for these. Please let me know if that is the case.

[CnP.Support]

Good day!

All 3 were blocked due to fraud scores of over 20. We removed them from the database and they are now able to process.

If you receive donations from these individuals on a regular basis you may want to whitelist their email and IP if applicable - IP's should not be whitelisted if the location is a public ISP.

Please let us know if we can be of any further assistance.

[Roy]

The do-it-yourself whitelist feature has been a godsend. However, at this point I have 2 customers that I know of whose emails I have added to white list, but who continue to get 5001 decline errors. I have run a Decline report to see if these could be bank declines, but they do not appear on that report. What do you suggest? Could the email ID they provide to us not be the email associated with the credit card account? How would we determine that? Any suggestions would be most welcome.

[CnP.Support]

Good day!

May I have the first name and last initial and date of transactions?

[CnP.Support]

Good day!

I did a quick review of your account and noticed that 1 user has used the following:

Rina B***
Rina C***
Avraham C****

Same IP: 5.22.129.199

done repeated back to back transactions with different cards (AmEx and Visa)

Fraud score: 21 (distance is ~12K miles) and uses a free email.

The email address of this person is not in your whitelist: r***@gmail.com

Is this what you are referring to?

We have removed the IP from the blacklist and all the information from her. She is the only I see that has been blocked.

[Roy]

Here are my white list fails

Thank you for looking but neither Rina or Avraham are among my repeat declinees.

I learn of these through problem tickets, so the attempted transaction would be shortly before the times below:
Elena G. June 23 1:40 PM and June 26 6:30 PM.
Tiana S. June 25 8 PM and June 26 6:30.

Good day!

I did a quick review of your account and noticed that 1 user has used the following:

Rina B***
Rina C***
Avraham C****

Same IP: 5.22.129.199

done repeated back to back transactions with different cards (AmEx and Visa)

Fraud score: 21 (distance is ~12K miles) and uses a free email.

The email address of this person is not in your whitelist: r***@gmail.com

Is this what you are referring to?

We have removed the IP from the blacklist and all the information from her. She is the only I see that has been blocked.

[CnP.Support]

Good day!

We removed IP: 107.201.32.169 from the blacklist. Elena G.'s IP was blacklisted. She is not using an Email for her payment so whitelisting it will not work. The IP is not in your whitelist.

I don't see any patron with the name Tiana in your record. Are you sure you posted the right spelling?

[Roy]

Good day!

We removed IP: 107.201.32.169 from the blacklist. Elena G.'s IP was blacklisted. She is not using an Email for her payment so whitelisting it will not work. The IP is not in your whitelist.

I don't see any patron with the name Tiana in your record. Are you sure you posted the right spelling?

Thank you for taking care of Elena. Tiana is the name on the email I was given, but probably John S. was the user. See if you get a hit on him.

[CnP.Support]

Good day!

I only see 2 John S****** in your account with transactions from 6/24 - 6/26 and neither has declined.

John S*** $41 on 6/24 at 2:44 p.m. EST
John S***** $41 on 6/25 at 10/42 a.m. EST

both of the above transactions were processed.

[Roy]

I don't understand why most white listings work, but some don't. We ended up giving Elena G. a comp. Tiana turned out to be another issue altogether. Sorry about that.
Would you please look at these white list fails:
Carol M. tells us she has tried July 1 and July 2. hotmail email
Melissa F. also. Attempts 6/30, 7/1. Whitelist entry includes "sleep"
Heather M. also. Attempts 7/1 Whitelist entry contains "charter"
Ingrid D. says June 26 did not work after white-listing her email. aol email
I am having the help desk confirm that the email I am white-listing is the one used with their payment attempt.
Roy

[CnP.Support]

Good day @Roy,

We reviewed your account and have researched all the declined transactions that were blocked.

In your setting you have added whitelists but have not separated them by semicolon- we see a lot of them have colon. That will fail the whitelist.

We fixed the issue for you - the image below shows the problem:


Please review all emails and let us know if we can be of any further assistance.