For payment hiccups, we make corrections straightforward by leading donors through a streamlined checkout process that doesn’t require them to login or re-enter their details.
Our default settings are to send three reminders, gradually backing off by 5 days and then 15, to reconnect payment methods for anyone whose donation was missed.
There are separate emails for GoCardless and Stripe, if you’re using both payment providers.
| Name: | Failed payment recovery attempt 1 |
|---|---|
| Subject: | Oh no! Your donation didn't go through |
| Body: | I hope this email finds you well. |
| Unfortunately, we could not collect your scheduled donation of X… | |
| Default send: | Immediately after a payment (and all retries) have failed |
| Name: | Failed payment recovery attempt 2 |
|---|---|
| Subject: | Re: Oh no! Your donation didn't go through |
| Body: | Just a friendly reminder about my last message. |
| Unfortunately, we could not collect your scheduled donation of X… | |
| Default send: | 5 days after previous email, if the payment has not yet been recovered |
| Name: | Failed payment recovery attempt 3 |
|---|---|
| Subject: | Final Attempt: Your donation failed |
| Body: | Your donation makes a massive difference to us. And we value your support. |
| We'd hate to lose you due to expiring payment details… | |
| Default send: | 15 days after previous email, if the payment has still not been recovered |