Credit Card Updater Reversing Card Updates?

[dstephens]

We have a Recurring Donor who set up a new monthly gift, updating their Credit Card's Expiration Date with Order Number: 20588-2106202129436568528 From 06/21 to 06/25

The next month when Order number: 20588-210720090646085 processed, it reverted the Expiration Date back to 6/21 and then on 7/20/2021 the recurring gift declined. In Connect I can only see the 6/21 expiration date, but in Salesforce you can see clearly on the transaction records that the expiration date changed backwards between transactions.

This is not he first time this has happened, but I thought it was just a random thing in the best, but now it seems like there may be a slight pattern developing as it's happened multiple times now. We can call the donor to have him update his gift AGAIN, but wanted to see if you could help with this situation and help us figure out the cause first. Thanks!

[CnP.LiveSupport.AB]

dstephens


When they created this Recurring on 6/20, they entered the expiration date on the form as 06/2021- so that payment went through because the card had not expired yet. By 7/20/2021, it had expired.

Perhaps they used some sort of auto-population through their browser like Google Pay, and they had not updated the card in their Google account yet. You can see that the CC expiration was recorded as 06/2021 by going to the Transaction Detail for the 6/20 transaction in CONNECT.

Due to PCI compliance, you don't have access to the credit card number, and you would need to enter that again to update the card with the new expiration date. I recommend that you contact the patron to request the card number again, and update the card on the recurring donation. You can do this by going to the recurring record - in CONNECT, any of the related payments have a "Manage Recurring" button.

Once you have updated the card, be sure to run the payment for 7/20, and 8/20 so that your recurring gets "back in sync". If you go to the Recurring Detail, the related payments will have options to "Try Again". Run the 07/20 payment first, and then the 08/20 payment.

[dstephens]

Hi, we're having this same issue again, where a recurring gift is reverting an expiration date back to a previous date.

If you look at these order numbers you can see what I'm seeing:

Authorized Order Number: 20588-2106202129436568528 (June) (Expiration Date: 06/25)
20588-2106202129436568528.png

Declined Order Number: 20588-210720090646085 (July) (Expiration Date: 06/21)

20588-210720090646085.png

We got a hold of the donor in October and updated the payment information
Authorized Order Number: 20588-2110052019539038528 (October) Expiration date: 06/25
Declined Order number: 20588-211105091238771 (November) Expiration Date: 06/21

The thumbnails for October/November would look identical to the ones above.

Please help us sort out why this card keeps declining the next month after a successful deposit. Thank you!

[CnP.LiveSupport.AB]

Hi dstephens ,

I'll be glad to look into this for you. Let me get back to you tomorrow after I've had a chance to refresh the context of the case and inquire internally.

[CnP.LiveSupport.AB]

dstephens ,

Did you edit the credit card in CONNECT or in Donor Management (PaaS)? or do you remember?

[dstephens]

CnP.LiveSupport.AB - Both times the donor submitted their gift as a new recurring donation through a FAAS form. There were no edits/updates made. (Give to the River - Update).

[CnP.LiveSupport.AB]

Hi dstephens

We do feel that this same behavior had two different causes. This second occurrence has to do with an error in the service that updates card information. I will send you additional information by email.

~ Amanda Byrne
C&P Customer Advocate

[dstephens]

This just happened to us again. If you could please see what's going on. Thank you!

[CnP.LiveSupport.AB]

dstephens ,

Ultimately the credit card updater is a service provided by Propay called EnsureBill. The information Click & Pledge receives to update a credit card is a new token, that is to say, the 'updated expiration date' (right or wrong) isn't seen anywhere until a payment is processed. We have no way to verify that a new token has a more recent date than an old one.

We will work with Propay to see if there are additional options to ease or prevent this issue, and I can let you know what we discover.

~ Amanda
C&P Customer Advocate

[dstephens]

I appreciate you looking into this for us. I understand that this is out of your control. Thank you.