What should I do when I receive an error notification for a recurring donor?
GiftTool will email an error notification to the appeal
coordinator if a credit card transaction for a previously
scheduled recurring donation was not able to be processed by your
Payment Gateway account. GiftTool will try to process the scheduled
donation 4 times before giving up and sending you the error notification.
As a next step:
- Login to your payment
gateway account to view their reason for rejecting the credit
- Once you determine the cause of the problem, log into your
GiftTool account to modify the
recurring payment with their new credit card
Or, if the donor does not wish to provide their new
credit card information over the phone, you can archive their existing
profile and ask the donor to go to your website to signup again as a
recurring donor with their new credit card.
- Narrow the search by
selecting the status type for Expired Cards or
Last Attempt Declined.
- Recurring donors will be highlighted in yellow if their card is
about to expire or already has expired. This allows you to contact
the donor directly and ask for their new credit card information.
This is a great opportunity to build a stronger relationship with
that donor, because your recurring donors are your strongest
supporters! By contacting these donors directly, you have the
opportunity to personally thank them for their ongoing support, let
them know how their contributions have been able to help, and ask if
they would like to increase their recurring donation, in addition
to, asking for their new credit card information.
- Once you enter new credit card information (including the CVV2 security code) into the
system, click Save & Process Payment Now to
process the payment immediately. Alternatively, click
Save to have the system automatically process the
payment during the next cycle.
- When a recurring donation has failed to be processed during more
than 4 consecutive monthly or quarterly cycles, the recurring
payment will be automatically archived. Once you have received the
new credit card information, you can update & re-activate the
How do I process an extra
payment in a calendar month for a recurring donor?
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