Sustainers w/ both Lapsed and Active Status: need report & better donor experience

Dale Anania

When a sustaining donor becomes lapsed we send them instructions on how to update their account, but about 50% of them end up creating a NEW sustaining gift. The old lapsed one thus continues to try to be processed each month, and we have it set up so failed gifts automatically trigger a lapsed email to the donor. The donor gets confused and annoyed as they don't realize the old gift is still in the system, or they think the new gift has a problem.

1) I wish the donor experiecne was more straightforward so that when they logged in to adjust a gift it was clear that they should edit their lapsed account. A simple pop-up message along the lines of" "You have a Lapsed Sustainer Gift: would you like to fix this?" would help.

2) I am trying to create a report of sustainers with status of both Lapsed and Active, but it only allows me to select one filter option (Active, Postponed, Complete, Cancelled-user, etc) not both Lapsed and Active. Does anyone know how to do this in a report?