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Transactions flagged as Fraud in Virtual Terminal

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  • Transactions flagged as Fraud in Virtual Terminal

    Hello. We have several transactions processed through Virtual Terminal that are coming up as fraudulent:Why are they fraud in Virtual Terminal? Please let us know what is going on and how to fix it as soon as possible. Thank you!

  • #2
    [email protected]

    Our apologies for delayed response to this request. The issue you were experiencing was due to your IP address being in the blacklist. The Virtual Terminal does NOT add any information to the blacklist but if a persona is in the blacklist the system blocks it regardless of its origin.

    When you posted this question to the forum your IP was removed from the database and as such any transaction you do afterwards will process. Please always keep in mind that the public forms should not be used for processing cards on behalf of a customer. For security reason we do not allow clients to remove blacklisted info from the system and we are the only ones that can remove it. This is a security feature and part of the PCI and AML process.

    We have reviewed your account in great detail and have been monitoring it closely. We have also made a lot of adjustment to your account's fraud profile and all seem to be working fine with no fraud blocking since our changes.

    Please keep us posted with any issues you may experience.

    As a matter of policy we remove posts dealing with fraud and our replies after 2 weeks of the post. If you have any questions please submit a request to the support department and we can gladly answer it offline.
    Regards,
    Click & Pledge Support Department

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    • #3
      Thank you for this information and for removing us from the blacklist. I am still confused as to why our IP address at work where we use Virtual Terminal was flagged and put on the blacklist? Can you please explain?

      Comment


      • #4
        Hi;

        That IP was used in the form that was blocked and as such the IP was blocked. Once an IP is blocked, that IP cannot do anything in our system.

        We do not discuss details of fraud policy on the public forum. Just keep in mind that once blocked anywhere... you are blocked everywhere until we remove the persona.
        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
          OK, it's just concerning because this was a staff member using Virtual Terminal at work on her work computer. I was under the impression we could not be blocked for fraud using Virtual Terminal.

          Comment


          • #6
            Good day!

            That is true- using virtual terminal will NOT ADD you to the blacklist for repetitive transactions but if you are already in the blacklist it will not let you process.

            Once we removed you from the list, due to previous transactions using the public forms, you could process and were not added.

            I hope that helps.

            We prefer to delete this thread once the issue has been resolved. Please let us know.
            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
              OK I think I understand now. The IP address was added to the blacklist previously. Then when a staff member attempted Virtual Terminal it didn't work because the IP address was blacklisted. When was the IP address added to the blacklist? How can we avoid this in the future?
              Yes, I agree to delete this thread once this is all resolved.

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