Do you use CyberSource for processing Automated Clearing House (ACH) / e-check payments inside Andar/360? And do you also use Telecheck as your electronic payment processor? If so, your e-check donors will be required to provide their phone number when they submit their bank information. (They might also be required to provide their driver license information.)
Here are a couple of recommendations for you:
- In your System Preferences > Finance > CyberSource, for the preference about Phone Number, because you use Telecheck, choose "Entry is mandatory." Doing this will force the donor to enter his phone number, thus eliminating one possible cause of an error. (A similar option exists for driver license information.)
- In Web Customization, in the General Web Option Group named "CyberSource," turn on the option labeled "Number of Attempts Allowed," and set it to 2 (or 3). If the user makes a mistake when entering the bank (or credit card) information, he will get another chance to provide the payment information (without having to start his pledge over again) — and, the CyberSource return error message (e.g., "Phone Number is Required") will be displayed at the top of the page.