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  • Payments blocked

    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.

  • #2
    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.
    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

    Comment


    • #3
      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.

      Comment


      • #4
        Good day!

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

        Comment


        • #5
          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.
          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

          Comment


          • #6
            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.

            Originally posted by Support.Department View Post
            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.

            Comment


            • #7
              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?
              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

              Comment


              • #8
                Originally posted by Support.Department View Post
                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.

                Comment


                • #9
                  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.
                  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

                  Comment


                  • #10
                    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
                    Last edited by Roy; 07-02-2014, 10:48 AM. Reason: adding more failed white list customers

                    Comment


                    • #11
                      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:
                      Click image for larger version

Name:	semicolon-email-whitelist.jpg
Views:	1
Size:	28.9 KB
ID:	15484

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

                      Comment

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