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Why are transactions flagged as Fraud?

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  • Why are transactions flagged as Fraud?

    We had someone attempt 6 transactions that were all flagged for fraud. The first 4 (ORDER #: 37312-1912311015557552933, 37312-1912301619090070114, 37312-1912301617498502933, 37312-1912301615595352933) from 12/30 and 12/31 were from the same IP address and email. I whitelisted both the IP and email. The person attempted the transaction again today (ORDER #: 37312-1912311139208882933, 37312-1912311140026142933) at the same IP address. Can you explain why they were flagged as fraud and continued to be flagged as fraud after whitelisting?

    Click image for larger version

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    I don't think this is needed but our Salesforce Org ID is 00D50000000cBTw and I have granted login access.
    Last edited by CnP.Support; 12-31-2019, 12:31 PM.

  • #2
    Good day!

    Sorry for the inconvenience. We have removed the blacklist from the master records.

    As for why it is being blocked.. may I ask what do you mean by "adding it to whitelist"? Are you saying you have created a Custom Fraud Profile? If so have you added it to the campaign whose form is being used?

    Their email address is the one shown in the image? We updated the image as you are exposing someone's personal information in a public forum - please always remove the personal info as we have access to the record and you definitely do not want others to see 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/
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    • #3
      Thanks for your response. Yes, we created a Custom Fraud Profile which is added to the campaign whose form is being used. I will double check those settings in case the Gravity Form is not pointing to the correct campaign. And thank you for removing the personal contact info.

      We have two more people to remove from the blacklist. Can I send you that via email or a private mode of communication? One person made 4 transactions and the other made 3. The order numbers in question are:
      • 37312-1912301219287648356 (Richmond 12/30)
      • 37312-1912301208471848356 (Richmond 12/30)
      • 37312-1912301207036798356 (Richmond 12/30)
      • 37312-1912301158068678356 (Richmond 12/30)
      • 37312-1912281844208756447 (Welles 12/28)
      • 37312-1911031733509116447 (Welles 11/3)
      • 37312-1910131902281206447 (Welles 10/13)

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      • #4
        Good day!

        We have removed all blacklisted IP's from your account. They may get blacklisted again due to reasons that you can check but at this time you do not have anyone blaclisted in your account.

        If you choose to whitelist their info using a custom profile for fraud please make sure to add that profile to your campaign. Campaigns are designed such that you can assign different fraud profiles to them individually.

        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

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        • #5
          The custom fraud profile is definitely assigned to our one and only campaign in Click & Pledge. How can I check the reasons for someone getting blacklisted? And can you explain why all those transactions were listed as Fraud?

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          • #6
            Good day!

            We do not discuss the reasons in the open forum as this forum is public and the details of fraud detection is something that hackers love to always know more about.

            I will ask our team to email you with the reasons.
            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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            • #7
              I see. Thanks for your attention and discretion. I look forward to hearing more from your team!

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