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  • Credit card declined

    Hi we have a donor who has been trying to make an online donation since yesterday but it wouldn't go through.
    I do see the 3 transactions between yesterday and today although they are not in Salesforc . Here is one of the order number
    36448-136448-1911121850245
    There should be 2 more transactions with the same name. Is there a reason why it keeps on declining?
    thanks
    Monics

  • #2
    Good day @mjokiman

    The order number which you have shared is NOT valid/correct. Would you please share the correct order number so that we can review it?
    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
      How about this
      <OrderNumber>36448-1911121850245739494</OrderNumber>

      <OrderNumber>36448-1911111356217399494</OrderNumber>

      Comment


      • #4
        Good day @mjokiman

        Please see:

        Click image for larger version

Name:	Decline reason.jpg
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Size:	72.2 KB
ID:	49753

        The above transaction has been declined by the bank due to an invalid amount. The donor need to contact the bank to find out what's going on.
        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
          The donor already contacted his credit card company and his cc company told him nothing wrong on their end.

          Comment


          • #6
            Good day!

            We reviewed the transaction and noticed that the amount being posted is $0. The form is posting to us a $0 transaction in Production mode. It seems to be a bug in your form that is posting to us a $0 amount.

            Looking at your form: https://urm.org/thanksgiving2019/?ut...rx=1910ea32975

            the above form has a field called "OTHER" and it seems like that is posting the value of $0 when the donor is posting the transaction.

            Check the transaction in Connect and you see the amount posted is $0 and in the posted transaction we also see the unit price posting as $0

            Please let us know if you need any additional 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


            • #7
              Hi, i attended the live support yesterday Amanda and Leona helped look into this. We looked at the possibility of the "Other" field, and that's not the case because we have several donations i.e $1500 that went through and that's obviously coming from "Other" field.

              Comment


              • #8
                Good day!

                Please note that this is not something we can do anything about. I am simply letting you know that your form is posting to us $0 for the transaction. Our system cannot change the amount.. the XML posted to our API shows total value for processing is $0.

                You may want to ask your testing team to test the form. Our team can help with testing but after next week since a release is scheduled next week for a lot of applications and they are busy with testing the applications. Simple recommendation is to copy your form to another page, outside what donors see, and set it for verify.faas.cloud.clickandpledge.com and see what conditions result in $0 being posted.

                Hope that 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

                Comment

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