08-27-2015 1:37 AM, EDT
For recurring monthly transactions, what do "cancelled" and "inactive" mean?
I'm assuming that "cancelled" means that the donor cancelled the transaction and "inactive" means that the credit card expired, the donor moved or some other change of status occured and the transaction simply could no longer be processed.
Is that correct?
08-31-2015 10:44 AM, EDT
You're exactly right. Donors can cancel their recurring gift at any time by logging in or contacting our support team. Donations that go inactive will be listed that way due to an issue with processing the donation or the card on file. Donors are informed when their credit cards expire or a donation fails so that they can log in and update their card on file.
We're working on improving the ways we inform your organization of these changes and updates and certainly encourage you to reach out to these donors when their donations go inactive. It's a good chance to check in and re-engage a donor.
If you have any other questions, let us know.