Re-charging a failed sustainer transaction

Heather Johnson 8

Hi, new to Luminate and have a question. A sustainer called today because his automatic charge was declined and he wants us to try the charge again. I've looked, and can't figure out if that is possible. Any advice? Thank you!

Alicia Searfoss

As far as I know, there isn't an on-demand "try again" but we have it set up to try again automatically in 3 days after a failure.


Here's a link to another conversation a few years ago about it:

https://community.blackbaud.com/forums/viewtopic/1/1468?post_id=17300#p17300


I've never tried it, but I wonder if you couldn't change the gift date tomorrow and then after it processes, change it back to the regular date next month.


Good luck!


Alicia

Heather Johnson 8

Thanks, I was wondering about changing the date! Let me see if that works. I'll report back if it does.

Dale Anania

Alicia Searfoss:

As far as I know, there isn't an on-demand "try again" but we have it set up to try again automatically in 3 days after a failure.


Here's a link to another conversation a few years ago about it:

https://community.blackbaud.com/forums/viewtopic/1/1468?post_id=17300#p17300


I've never tried it, but I wonder if you couldn't change the gift date tomorrow and then after it processes, change it back to the regular date next month.


Good luck!


Alicia

Yes, I had a donor who missed a month and asked me to charge him double this month. I altered the charge date and the gift amount, processed it, and then went back and switched their date to the new one requested and reinstated the old monthly gift amount.