The Transactions Report includes helpful responses to identify why a donation could not be processed.
A donation can be declined by your payment gateway for a variety of reasons, from an invalid Card Expiry Date to a hold on the donor's card. When the gift is declined, the donor sees a message on your event that the payment failed.
Transactions Report
The Transactions Report is a useful tool for identifying why the gift couldn't be processed. When running the report, you can filter it by status "Failed" and include a range of dates if you want to drill down to find declined gifts over a specified date range. Pressing "Generate" will then generate and render a Crystal report below, where you have the ability to search for a Name/Transaction code, page through the results or export into another format.
In the report's TxCode column, the donor's unique order number actually acts as a link, providing the full payment response we received from your payment gateway. Sometimes, the response contains a clear message, while at other times, a simple numeric Response Code is returned.
Each payment gateway has their own unique set of responses. You can cross-reference the response code with an index of codes to determine the exact reason the payment was declined.
See below for list of responses for supported gateways on raisin:
- Bambora: https://help.na.bambora.com/hc/en-us/articles/115013189148-Response-Message-Codes-and-Descriptions
- Chase Paymentech: https://s3.amazonaws.com/helpjuice-static/helpjuice_production%2Fuploads%2Fupload%2Fimage%2F3872%2Fdirect%2F1526915050432-Chase+Paymentech+Decline+and+Error+Codes+Guide+pdf.pdf
- Global Payments: https://developer.globalpay.com/resources/messages
- IATS: https://content.iatspayments.com/developers-credit-card-reject-codes-north-america
- Moneris: https://developer.moneris.com/More/Testing/Response%20Codes
- PaySafe: https://developer.paysafe.com/en/api-docs/web-services-api/response-codes/
- SafeSave: https://softerware.force.com/dpcommunity/s/article/SafeSave-Payments-Gateway-Return-Codes
Declined Donations with a Cancelled Status
If a donation was attempted, detected as suspicious by Google's reCAPTCHA technology and blocked, a Transaction Code of N/A will be reported back to the user. The attempt will be captured in the Transactions Report with a "Cancelled" status.
Declined Donations not in the Transactions Report
If a donation is declined by your payment gateway, it will appear in the Transactions Report. There are, however, circumstances in which a payment is declined before it reaches the payment gateway for processing:
- Fraud: If a user exemplifies spam-like characteristics, the user's transaction will be declined, returning an Error Message of "4020" or a generic failed response message. In extreme cases, the user will be prevented from accessing the site completely.
- Time out: If a user sits idle for too long during the donation process, they will be timed out and returned to the start of the process or to the Event's home page.
- Event is in Test Mode: If the event is in Test Mode, donations attempted with live cards will be rejected. After going live, these failed attempts will be erased from the system.
- User cannot be created: If the user receives a Transaction Code of N/A and is unable to proceed, there is an issue with the user. Contact your Account Manager directly in such instances.