How do I correct failing payments?

Overview

There are several ways to address failing recurring payments, from manual updates to automated solutions that help donors manage their own payment information. 

Step 1: Manually update payment information 

1. Open the recurring commitment from the contact record 

   1. Select View/Edit from the action menu under Commitments on the Overview page 

   2. Or access through the Recurring Commitments section of All Details view 

2. On the Details page, locate the "Update Payment Information" link under Accounting Information 
3. Enter the updated payment details 
4. Process the payment 

Step 2: Set up automatic credit card updates 

1. If you use Bonterra Payments, Automatic Credit Card Updater is included at no additional fee 

   1. This service automatically updates credit card numbers or expiration dates when donors get new cards 

2. If you use Paragon Payment Solutions: 
   1. Contact Paragon directly to add Card Account Updater to your account 
   2. Note that additional fees apply for this service 

Step 3: Create a triggered email for failing payments 

1. Set up a Triggered Email to automatically notify donors when their payment fails 

2. Customize the email to: 

   1. Alert donors about the failed payment 

   2. Provide instructions for resolving the issue 

   3. Include a link to a self-service page where they can update their information 

3. These emails are considered transactional and can be sent regardless of donor subscription status 

Step 4: Create a self-service page for donor updates 

1. Create a self-service page where donors can: 

   1. Review all their contributions 

   2. Change their donation amount 

   3. Update their payment information 

2. Include links to this page in all communications, including triggered emails 

Step 5: Use automations for prevention 

1. Create an automation that reminds sustainers before their credit card expires 

2. Use the Lapsed Donor template to create an automation for recapturing donors after cancellation or missed payments 

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