Getting Started
When a recurring commitment is added to a contact record, payments automatically process at the frequency the donor selected until they end their commitment. You can monitor payment processing through the Fundraising Management dashboard, specialized reports, or on individual contact records.
Feature Details
Monitoring payments on recurring commitments is essential for a successful sustainer program. The system identifies the standing of any recurring payment through its Status, which tells you how your donors are doing and helps prevent losses. Recurring payments that process successfully are marked as "Active," while payments that fail enter a retry cycle to maximize the chance of successful processing.
Different commitment frequencies follow different retry schedules. Annual commitments that fail are retried at intervals of five, ten, and ten days (maximum 30 calendar days). Weekly commitments are retried every seven days for up to six retries. Monthly commitments are retried one month after the initial failure, then every five days for a total of two retries per installment, with commitments becoming "Inactive--Failed" after three failed installments (nine total charge attempts).
The system uses five status categories: Active, Failing, Inactive--Failed, Inactive--Canceled, and Completed. Understanding these statuses helps you identify which commitments need attention and take appropriate action.
Feature Navigation
- How do I view failed payments in Fundraising Management?
- How do I use reports to track payment processing?
- How do I track payment processing from the Details page?
- How do I correct failing payments?
- How do I monitor payment corrections?
Tracking Your Success / Reporting
The primary tools for monitoring payment processing are the Recurring Commitment Processing Report and the Recurring Commitment Changes Report. The Processing Report itemizes each processing attempt, allowing you to filter or group by Outcome to view payments that Succeeded or Failed. The Changes Report shows when payment information is updated, helping you monitor corrections made by donors or staff. Organizations that catch failing payments in the first 30 days are much more likely to prevent donor lapses and loss of promised funds.
Transition Statement
By implementing a comprehensive strategy for monitoring and addressing failed payments, you can significantly improve donor retention and ensure the continued success of your sustainer program.