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SP
Occasional Contributor
Posts: 4
Registered: ‎03-09-2012

suspended

On the donation report, what does "suspended" mean? Does that mean there was a problem with their credit card and they have been notified? Does that mean that the donor canceled their monthly donation? 

 

What does "Active with Error" mean? Does that mean there was a problem with their credit card? Is the error on the side of the donor or Network for Good? Should the donor be contacted?

 

Thanks.

 

 

Highlighted
Community Manager
Posts: 449
Registered: ‎01-10-2011

Re: suspended

Good morning!

 

There are a few different states that a recurring donation can be in:

 

Active with Errors - THis means the donation has attempted once or twice, but failed due to the card.  The donor receives notifications and instructions for updating these.

 

Suspended -  This means the donation failed for the 3rd and final time and has been turned off by our system.  The donor is notified and receives instructions about this as well.  They can restart the donation even after it is suspended by updating their card.

 

Cancelled - This means the donor manually cancelled their donation.  They can restart the donation even after it is Cancelled by updating their card.

 

Even though the donors receive notices about all of these occurrences, it is probably a good idea to reach out to them just in case they need help with their donation.  They can also call us as well, we help donors update their records all the time.  We can be reached at 1-888-284-7978.

 

Best,

 

Dave

 

The Network for Good Solutions Team