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EFT/Declined Cards

Lauren Fardella

Posting this here as well, since EFT is optional…

I apologize if this is NOT the correct location for this question….

We have about 10+ monthly donors that are recurring via EFT in BBMS have declined cards. We are doing our best to reach out to these donors but have not heard back despite numerous efforts. Regardless, we noticed that each month, most of the donors are not showing up when we run EFT, I am assuming that BBMS is not attempting to run their cards again? BUT some do show up month after month as being declined.

Is this normal ? Is there a way we can keep on top of this so we do not miss anyone?

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Comments

Elizabeth Johnson

Hi @Lauren Fardella, I think I responded to this on the Facebook group. If you are still looking for a response can you let me know? Thanks! Elizabeth

Ralph Bane

Greetings Elizabeth: What was your recommendation on Lauren's question? Thank you for your work. Ralph

Lauren Fardella

Yes, I posted it there too! I am just trying to figure out why this happens….why do some donors that have declined cards not get an attempt to run again and then some do and continue to show up in our exception reports?

Regardless, we need a plan of action to handle these gifts. We reach out as soon as we notice a rejection, usually two or three times.

Faith Murray

Lauren, we have never had this problem. Are you running the batches in NXT or in DB view?

Elizabeth Johnson

From Facebook group:

Lauren is using Database View (DBV)

The response I tagged onto . . .

We use the credit card updater plugin to help us update credit card information automatically and reach out via email, phone and/or mail when the card can’t be updated.

My response (edited for typos ?):

Same as Mafa - we used to pay separately for it around $30 a month if there was a match - so worth it when you think about the time involved. Now it is included with our current set-up. I've never had the issue you have had with gifts not being attempted a second time. It has been a while since we have had a gateway decline that we haven't marked the status as on hold or terminated when that happens.

@Lauren Fardella (more than 1 - so I hope I got the right one)

I hope this helps @Ralph Bane

Lauren Fardella

I will look into credit card updater. Do you all suggest we just terminate ALL of the declined cards after a few attempts of reaching out? and yes, that is me, I have two profiles because I had one I used when I was out of work So I still get the notifications on my personal email!

Ralph Bane

Thank you @Elizabeth Johnson, this is very helpful.

Elizabeth Johnson

@Lauren Fardella The community managers @Elizabeth Perron might be able to help you merge your accounts?

Yes, I would terminate after a few attempts to contact. I remove them from the batch before I commit when they fail. If someone else has a good practice here that is different please chime in - I'd love to know.

Elizabeth Perron

Hi @Lauren Fardella,

I sure can. Please email community@blackbaud.com with your old email and your new email addresses and I will attach your new email with all your badges,friends, profile info from your old email profile.

Thanks @Elizabeth Johnson

Hope ya'll have a good day!

Lauren Fardella

Thank you, I sent over an email just about about an hour ago ?