Donations captured online are not posting to Connect (or Salesfroce)

[SpencerGump]

I created a ticket and attended live support related to this issue, was told to post here. Looking for a reply ASAP as we are on the last day of a high-volume digital solicitation campaign.

We've had at least 2 donors who attempted to donate on our website but we have no record of their attempt. We use a tool called FullStory to record user's actions on our website so we can quickly diagnose and resolve issues. FullStory recordings have confirmed to us that both of these donors tried to charge their cc on our donate form but were declined with the following message, "Unable to process provided Credit Card". We've successfully received hundreds of donations after this attempt so we know our online forms work.

We've successfully received hundreds of donations after this attempt so we know our online forms work. Typically, when a card is not accepted on our website, it's either declined by the bank OR it's flagged as fraudulent by C&P—but, either way, we still have a record of the donation attempt in C&P Connect. For these gifts, we don't have that transaction record. Can you please clarify why we're not seeing his declined donation attempt(s) in Connect?

Thanks in advance for your help with this!


**Edited since to remove donor information.

[CnP.LiveSupport.AB]

We are looking into this issue. Could you let us know what platform you used to build your custom form?

[SpencerGump]

Thank you. We're using WordPress for our custom forms.

[CnP.LiveSupport.AB]

And could you provide the URL for the form?

Is WordPress just where you are hosting the form, or what was used to build the form? The error message you referred to is not one of ours, so we're trying to understand what is issuing the error message.

[SpencerGump]

We're using WordPress to build the form. Our URL is openspacetrust.org/donate.

[CnP.Support.AM]

Good day @SpencerGump

It is unclear that what was used to build the form. Would you please let us know are you using the connect forms or the PHP Processor to built the form?

[SpencerGump]

Sorry for the slow response, we use the PHP processor.

[SpencerGump]

Our web developer clarified that we are using the ‘Payment as a Service’ API, for what that's worth.

[CnP.Support.AM]

Good day @SpencerGump

Our developers reviewed your form but unable to determine the source of the platform. Would you please ask your web developers to share the filename which is used to post to our API so that we can review it?

Looking forward to hearing back from you.

[SpencerGump]

Our team is trying to figure out a way to securely provide this to you. Do you have suggestions on how we can securely share this info? Thanks in advance for your advice on that.

[CnP.Support.AM]

Good day @SpencerGump

You can submit a support ticket at https://support.clickandpledge.com/s/ with FTP and admin login details as well as the website URL so we can review your entire configuration. Also, please mention the filename.

Include the link to this post in the ticket for reference and add 'Attn: Forums' in your case subject line.

Please let us know when you have submitted the ticket. Looking forward to hearing back from you.

[SpencerGump]

Thank you, our team's Web Manager has created a ticket like you mentioned and is awaiting your feedback.

[CnP.Support.AM]

Good day @SpencerGump

We reviewed and identified the root cause of the issue. We found that the donor submitted the credit card details with the spaces in the credit card number which results that the data rejected by API and ended up with data posting error. Transactions will be recorded in Connect only after successful submission of data to the API.

It looks like your form doesn't have validation on the card number field. We suggest you add the validation for the credit card field so that it can trim the spaces and send only the card number to the API.

Hope that helps. Please let us know if we can be of any further assistance.