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Salesforce Declining Transactions for an Unknown Reason

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  • Salesforce Declining Transactions for an Unknown Reason

    Hello:

    I wanted to follow up with Click and Pledge to determine the root of the problem with order # 1521111565743483384973, a recurring monthly payment of $100 from donor
    Lissette R*******.

    Her previous recurring payments processed successfully in December and January, but it appears her card was declined for her February recurring payment. I'm suspect that this wasn't a donor credit card issue since we've had close to ten transactions that have declined for unknown reasons. As much as I thought that this was originally a user or donor error, it seems like these problems are potentially part of a greater issue.

    Please advise.

    Thanks,
    Ross

  • #2
    Good day!

    Please make sure not to include full donor names in this public forum. All we need is the first name and last initial and the date.

    The transaction you are referring to was declined with the following message from the bank: "Insufficient Funds".

    It is best if the card holder contacts his/her bank and resolve the issue. You could also see the reason for decline if you download the decline report in the Portal. In the custom report section select "Decline Reason" and create a custom report with that column.

    Once the issue has been resolved we can process it again. Just let us know if we need to run it again.

    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

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