Step 1: Admin can either send an email to donor to update the payment information OR update the payment information using admin dashboard:
Admin send a link to the donors so they can update the payment information on their own by following the steps stated below.
- Go to Reports > Declined Transactions
- For the failed recurring transaction, click on 3 dots appearing in the right most column of record
- Click on "Send Update Payment Info Email"
Admin can update the payment information through admin dashboard:
- Go to Reports > Declined Transactions
- For the failed recurring transaction, click on 3 dots appearing in the right most column of record
- Click on "Edit CC Info"
- Update the payment information
- Click Save button
Please refer to the below help article regarding details of the error codes displayed in the report:
Note: If payment information is updated then all future recurring transactions will be automatically processed using the updated details.
Step 2: Retry To Fulfill Failed Recurring
- Go to Reports > Declined Transactions
- Search for the failed trsansaction for which payment details were updated, click on 3 dots appearing in the right most column of record
- Click on "Donation Details"
- Click on 3 dots and then click on Fulfill to retry failed transaction
NOTE:
- If admin wants to review the recurring details of the declined transaction then he can click on the 3 dots and then on the Recurring Details option available.
- If admin wants to receive the copy of the email sent to donor to update the payment information,
Go to Settings > Receipt Settings
Enable toggle button to Allow Send Declined Transaction Email
Enter admin's email address in the CC Email Address field
Click on Save button
