Multiple Donations Marked as Fraud URGENT!

[Kofo]

Hello,

I've received multiple decline notifications this evening. When I checked in connect it says the gifts were flagged as fraud. The donor emailed me to say that she is actually hosting a fundraiser and all of her guests are being declined. I'm not sure what triggered her group or IP to be flagged as fraud but is there a way that I can quickly and manually whitelist them?

some of the declined order numbers:
27804-1711181935581362027
27804-1711181930438692846

[CnP.Support.AM]

Good day @Kofo

It looks like some incorrect information was entered and our fraud scanner blocked their transactions. It has been blocked for three of your guests, however, we have removed this so they should be able to process there transactions from now.

[Kofo]

@ CnP.Support.AM
I actually think 4 people attempted to make a donation and were blocked. Why would multiple people's transactions be blocked? Were all of their IP's blocked?

I went in and whitelisted the emails for the first three who were being blocked and told the donor to try again. A different person tried to submit they too were blocked.

In the future, how can I manage/fix this on my own considering the delay in addressing this issue caused these donors to be unable to give during the event? I looked all over the place and was unable to find the IP addresses associated with the blocked gifts to whitelist them.

[Kofo]

Hi,

Can I please get a response to my question from this morning?

[CnP.Support.AM]

Good day @Kofo

Yes, you are correct. Those transactions has been processed from TWO IP's, Ella R**** and Diomedes S***** processed from one IP whereas Jesse L**** and Jonah K******** with other IP. As stated if incorrect information was entered, our fraud scanner blocked their transactions. Since, the IP's was also blocked they can't process the transactions. However, as we have removed this so they should be able to process there transactions from now.

If you whitelist the emails and IP's then it should not block the transactions but please not that if they are processing from public IP then NEVER Whitelist it.

[Kofo]

@ CnP.Support.AM

Thank you for this information.

How do I find the IP address for the flagged/blacklisted donations? Whitelisting emails does not help if there is a large group and the IP is blocked.

I understand that you have whitelisted them, but that took over 24hours and they were not able to use our form. We need to be able to manage this on our end to avoid delays like this.

Also, is there a way to lower the fraud sensitivity on only one specific donation form or campaign?

[CnP.Support.AM]

Good day @Kofo

IP's are NOT listed anywhere due to security reasons. You may whitelist the IP's which is known to you using custom fraud profile in Connect. Please refer to the following link: http://help.clickandpledge.com/custo...ticles/1574037

You may define the custom fraud profile and use it for specific Campaign.

[Kofo]

So what is the solution to avoid losing donations like this again? I am aware of how to whitelist an IP but that is not helpful if I don't have the IP address (and the donors cannot be depended on for this).

Since forum support seems to have a 24 hour or more response time is there an emergency fraud number of something that customers can turn to in situations like this?

Also, re: custom fraud profiles, is it possible to link them to specific pages? We do not use connect campaigns.

[CnP.Support.AM]

Good day @Kofo

Please note that this is to protect your account with fraudsters. It is all for your account security and it won't block the transactions without any reason. It is not possible to assign the custom fraud profile to specific page or form.

You may use our premier support services to get instant support: http://help.clickandpledge.com/custo...ticles/2585029