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What does a "Void" transaction mean?

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  • What does a "Void" transaction mean?

    Hi,

    We have a couple online credit card transactions with the Status "Void" For example: 36448-1807042347220348335 and 36448-1806271718273135009 . When the transactions synced to Salesforce, the stage is "Refunded". What does it mean? What happened to the transaction because internally we did not 'refund' those donations. One of the donors stated that the system charged her transaction twice and she had to call in to refund the transaction. But we didn't refund the transaction as the transaction already had the stage 'refund'. Thanks.

  • #2
    Merchant Accounts collect the transactions that happen over the course of the day, and then settle them at the end of the day in a 'daily batch', when they deposit to your organization's bank account. A 'Void' suggests that a credit was issued to the transaction before the 'Daily Batch' happened- so the bank treats the transaction as if it never occurred. Good news is - no bank fee!

    So you may see 'Void instead of 'Credited'.

    If you have additional concerns (for example, you don't think that is relevant in this situation), then please provide an Order Number and we can look into it for you.

    '
    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/
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    • #3
      Thanks for the quick response. I believe for the 2 order number above, those 2 transactions were not credited by anyone in our team. It is kinda hard for us to investigate because all transactions have the created by me. So it may seem like i credited the transaction but in reality it was really the system/integration.

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      • #4
        Any updates? Thanks

        Comment


        • #5
          Good day mjokiman

          Are you using custom fraud profile for the pages or are you using the default fraud profile?
          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/
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          • #6
            I believe default

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            • #7
              Good day mjokiman

              We have researched this and know what is going on. Before I show you why the "Void" for the transaction is showing for the Order Numbers it is important to understand how the "Custom Fraud" works.

              When a transaction is being blocked by our default provide, we simply determine a high probability of fraud for the transaction and simply block the transaction without posting it to the bank. This saves you $0.35/transaction since anytime a transaction posts to the gateway there is an authorization fee. A system blocked "fraud" transaction incurs no cost and is not posted to the bank.

              In case of a custom profile, given the AVS settings, we have to post the transaction to the gateway and obtain the AVS code. Once the AVS code is available we review the custom fraud profile and then decide if the transaction should be authorized or declined. The fact that we post this to the gateway the authorization fee of $0.35/transaction is charged to the account. This is explained in detail when you save a custom profile and is part of the acknowledgement before saving the profile.

              If a charge is determined, based on the settings of a custom profile, to be fraud the transaction will be immediately reversed and the original transaction will be voided. This reversal will incur another $0.35 for authorization reversal by the gateway.

              As I asked in the earlier post about custom profile and you stated that you are using the default, we have identified the following custom profile for fraud used for this transaction. You are not using the default but have assigned a custom profile to the campaign. See below:

              Click image for larger version

Name:	White List.jpg
Views:	108
Size:	131.9 KB
ID:	41134


              The profile "MW TEST WHITELIST" is used in the transaction and the following is its settings:

              Click image for larger version

Name:	Fraud Profile.jpg
Views:	41
Size:	112.4 KB
ID:	41135

              The transaction information that was submitted to the gateway has returned an AVS = N which you have set for decline. The transaction was returned by the issuing bank to have neither the street address nor the postal code matching the billing information of the card holder. Given the N value of the AVS we have reversed the transaction and voided the original transaction.

              I hope that helps you with understanding the void reason and why the transaction was reversed. One has to be quite careful when dealing with AVS codes as most transactions will fail a restrict AVS code as returned by the issuing bank. I have seen a comma make a difference, at times.

              Please let us know if we can be of more help.
              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/
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              • #8
                Thanks for the detailed explanation. When this 'void' happens, does the donor see that the transaction didn't go through? Is there a message that tells them the transaction didn't go through? If so, what does the message say?

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                • #9
                  mjokiman

                  The system will decline the transaction. For security reasons we do not give reasons for the decline as that will reveal detailed information to potential hackers.

                  Your patron was notified immediately that the card was declined.
                  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/
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                  • #10
                    Ok, so this is the one that was declined 36448-1806271718273135009 and this is the one that was successful 36448-1806271720440155009. I'm trying to figure out why it was declined. I'm comparing the transaction details and seems to me all information is exactly the same between the 2 transactions, name, address, zip code, credit card type...

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                    • #11
                      Hi;

                      Please note that we have absolutely no control why the bank returns an AVS code of N. Please compare the AVS codes returned by the gateway and your custom profile setting. If the bank returns an AVS code of N and you have set it to decline then the system declines.

                      AVS codes are shown in the Transaction detail. A bank may return an AVS code of N in one instance and another code at another transaction. We absolutely have no control over what a bank will return. Please review the transaction and your profile custom setting.
                      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

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                      • #12
                        For the declined transaction: 36448-1806271718273135009

                        I don't see the AVS codes in the transaction detail in salesforce https://na35.salesforce.com/a1641000004suyRAAQ . In Connect, I see this: Transaction Result: Credited AVS/CVV Match: Y What is this?
                        I'm confused as to where does it say it's declined? It just shows as credited?

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                        • #13
                          Good day mjokiman

                          Please see below - for each Order Number:

                          Click image for larger version

Name:	36448-1806271718273135009.jpg
Views:	37
Size:	28.4 KB
ID:	41216


                          and

                          Click image for larger version

Name:	36448-1807042347220348335.jpg
Views:	34
Size:	27.5 KB
ID:	41217


                          There are 2 factors to consider. One is AVS (Address Verification System) and the other is CVV. If CVV does not match then the bank MAY decline it. The reason I stated "MAY" in all caps is some banks do not decline on CVV matching bust most do. If you see a decline you also see the decline reason.

                          In the above 2 cases the AVS/CVV match indicate:
                          • N / M: AVS Code = N and CVV Matched
                          • Y / N: AVS Code = Y and CVV NOT Matched
                          I hope this sheds a bit more light. You may see all the above when you go to the Transaction. I understand this is a bit confusing but we are simply showing you what the issuing bank sends back to us.

                          Hope it helps
                          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

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