Multiple charges for single donations

[Caren Mulford]

We have heard from a couple of donors who say that their credit cards were charged more than once for single donations made during our on-air fundraising drive last week. Only one transaction appears for the single donation in the Salesforce account for each donor, and there's only one transaction showing for each donation in C&P Connect, yet they report that their credit card statements report multiple withdrawals for a single donation. For example, one donor reported that a donation that was initiated on 11/8 shows as having been withdrawn on 11/9, 11/10 and 11/12. Why would there be multiple withdrawals for a single transaction and how do I credit them?

[CnP.Support.AM]

Good day @Caren Mulford

For every transaction through Click & Pledge there is order number associated with. Would you please share the order numbers of duplicate transactions which you are referring to, so that we can review and see what is going on?

[Caren Mulford]

The order number for the transaction initiated on 11/8 and then reportedly withdrawn on 11/9, 11/10 and 11/12 is 1611081043400319746. The order number for another donation initiated around the same time on 11/8 and reported as having been withdrawn more than once is 1611081038096211650.

[CnP.Support.AM]

Good day @Caren Mulford

We reviewed the above two order numbers which is for Melanie G**** and Alan C****. Both of the transaction has been processed ONLY once. It has been NEVER repeated. They need to contact the bank and find out what is going on.

However, as stated above, there will be order number associated with each transaction which is processed through Click & Pledge, please ask them to share those order numbers.

[Caren Mulford]

Both transactions were from credit cards, one a Master Card and the other a Visa. When you say they need to contact the bank, do you mean their credit card companies? It seems strange that the same problem would be reported by two donors whose donations were processed consecutively by us, and both say that the multiple donations show as being withdrawn by our organization.

[CnP.Support]

Good day Caren Mulford

We have identified the problem. We were notified by Transfirst on Friday afternoon that the gateway has mistakenly processed the same batch twice, on November 8, and had reversed one of them immediately. This is not a C&P issue but the gateway error.

We are assured that all transactions have been reversed so only one transaction should be charged. Of course the fact that they were run 2 times, means they will post 2 times to the card holder but one should also show as having been credited back.

We apologize for the issue but we were not aware of this mistake, and as stated before it is not something that you or us have done in error. Transfirst has assured us that this has been resolved and the donors should see the error as a credit.

Our team is working closely with Transfirst to make sure we know who has been affected so we can notify clients accordingly.

[Caren Mulford]

Thank you for looking into this problem and replying with this update. One of the donors first contacted us about the withdrawals yesterday (Sunday) morning. We have been in contact with him by phone this morning and his bank assured him that the errant withdrawals he noticed yesterday have been credited today. As we hear from more of our donors regarding these charges and credits, we will share the information you have provided. Again, thank you.