Donation Payment Declines
One Time Payment - One Time Gift
- Notified at time of processing payment - A pop-up will show a Declined message.
- Contact the donor right then or make a note to call.
Recurring Payment - Recurring Donation or Recurring Payment on Pledge
- Notified via the Credit Card queue in Compass (Compass> Work Queues > Credit Card Queue). Here, you can view those cards that have recently declined.
How to Handle
- One Time
- Contact donor immediately to process the payment.
- Recurring Payment
- Reach out via phone/email to let them know their payment declined.
- Update donation to "Send Statement = yes". You might need to suspend the recurring payment.
- Add a contact log for all scenarios.