NXT Recurring Gift Decline Procedures

Shelley Bell

Good Friday morning…. We have been using NXT donation forms for almost a year and have converted all of our manual DBV RGs to NXT within the last 2 months. While the automation saves on processing time, it has created a bit of a cumbersome process on the backend when it comes to CC/DD declines and decline procedures. We had quite a detailed and very relational process in place for many years using OLX/DBV. And it worked since we were only receiving declines twice a month (1st and 15th). While the majority of our gifts still process on the 1st and 15th as a result of the NXT conversion, we have several gifts set up on various time schedules over the last year due to online fundraisers. I am looking for some helpful hints and tips to smooth out this process and give my PT gifts processor some of her time back in order to do other projects. So, would anyone be willing to share their decline/donor contact procedures with me? Many thanks in advance.

Dariel Dixon

@Shelley Bell I don't know if the process needs to change much more. Unless your volume of gifts exploded, then even if your gift processor is part time, they should still be able to reach out to donors in a reasonable timeframe. I don't think it needs to be super complex as long as some outreach is being done with the donor.

Cary Webb

@Shelley Bell what is DBV, and what is OLX?

Shelley Bell

@Cary Webb - sorry about that…
DBV - Database View
OLX - Online Express

Kathryn Hall

@Shelley Bell - Question: Are you using Credit Card Updater so that the system automatically gives you updated credit card information as much as possible?

Cary Webb

@Shelley Bell Thanks for clarifying. I run regular checks for lapsed cards and just contact those donors directly either by email or by phone call.

Juliana Lawson

Hi @Shelley Bell,

When an automated recurring gift fails it shows up in RENXT web view batch as a $0 gift. Are you looking for a process to manage form that point? I have some recommendations, but I don't want to send you down the wrong path.