Fraud flag - anything we can do?

[jackdunn]

Hi there,

Our org has been inundated with donations the last few weeks, and we've had two instances now where a major donor tried to make a gift of over $1,000 via our website and it didn't go through at all because it was getting flagged as 'fraud', internally. In both instances, the donors have called us and I've been able to process the credit card transaction successfully using the virtual terminal in Salesforce instead.

But I was wondering if there was anything we could do (on our donate form, or our website - like adding extra fields, making some required, any extra security measures or steps) to reduce the risk of legitimate larger donations being flagged as fraud by the system? It's crucial for us not to miss out on major donors like this. Or is this out of C&P's hands and more a question for the donors' banks?

If so, can you tell me a bit more about what/why a donation would get flagged as 'fraud'?

For reference, the two donations that got incorrectly marked as fraud are:
#24461-2006160626246275329 (this person tried to donate four times)
#24461-2006141415209816602

Thanks for your time!

[CnP.Support.AM]

Good day @jackdunn

It looks like some incorrect information was entered and our fraud scanner blocked their transactions. There is nothing to do with the amount in this case. We have removed this so they should be able to complete their transactions.

We do not discuss details of fraud policy on the public forum.