Reactivating lapsed sustainers

Manuel Gomez

Hello,

We're currently contacting sustainers whose monthly/quartelry donations could not be processed, most likely due to a change in their credit card details. We've been calling each individual and also sending them an email with a link to set up a new recurring gift.

I'd like to find out what are the options to streamline this process with LO, so that supporters could get an automated email. Could the ask be to 'update their details' (ie. can donors do this themselves) without having to 'create a new gift'?

Thanks,

Manuel

Angie Stumpo

Manuel Gomez:

Hello,

We're currently contacting sustainers whose monthly/quartelry donations could not be processed, most likely due to a change in their credit card details. We've been calling each individual and also sending them an email with a link to set up a new recurring gift.

I'd like to find out what are the options to streamline this process with LO, so that supporters could get an automated email. Could the ask be to 'update their details' (ie. can donors do this themselves) without having to 'create a new gift'?

Thanks,

Manuel

Manuel,

When setting up a donation form, under Autoresponders, there is one called "Failed Sustaining Payment Notification" that is sent automatically when a payment fails. Ours reads something like "Your gift was not able to be processed, please visit www.#####.org to update your gift information." You may want to check if you have these emails going out or not.

Manuel Gomez

Angie Stumpo:

Manuel Gomez:

Hello,

We're currently contacting sustainers whose monthly/quartelry donations could not be processed, most likely due to a change in their credit card details. We've been calling each individual and also sending them an email with a link to set up a new recurring gift.

I'd like to find out what are the options to streamline this process with LO, so that supporters could get an automated email. Could the ask be to 'update their details' (ie. can donors do this themselves) without having to 'create a new gift'?

Thanks,

Manuel

Manuel,

When setting up a donation form, under Autoresponders, there is one called "Failed Sustaining Payment Notification" that is sent automatically when a payment fails. Ours reads something like "Your gift was not able to be processed, please visit www.#####.org to update your gift information." You may want to check if you have these emails going out or not.

Hi Angie,

Thanks for the prompt reply! I will have a look on the donation form!

Brian Mucha

Here's ours. It's good to provide them with a link to the Service Center where they can ammend their information. We provide a reminder of their username and a password recovery link as well.


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<p style="margin: 0 0 20px 0; font-size: 11px; line-height: 20px; font-family: Gesta Medium, Tahoma, sans-serif;">Dear [[?xx::x[[S1:first_name]]x::Friend::[[S1:first_name]]]],</p>

<p style="margin: 0 0 20px 0; font-size: 11px; line-height: 20px; font-family: Gesta Medium, Tahoma, sans-serif;">Thank you for your generous commitment to Ann &amp; Robert H. Lurie Children&rsquo;s Hospital of Chicago through your sustaining gift. Unfortunately, we have been unable to process your donation of [[S120:dc:giftAmount]] due to an error or expired card.</p>

<p style="margin: 0 0 20px 0; font-size: 11px; line-height: 20px; font-family: Gesta Medium, Tahoma, sans-serif;">To continue supporting Lurie Children&rsquo;s visit the <a href="https://secure3.convio.net/cmf/site/ServiceCenter">Gift Service Center</a> to update your credit card information. To assist you in <a href="http://foundation.luriechildrens.org/userlogin">managing your experience</a> as a donor, here are your username and password.</p>

<p style="margin: 0 0 20px 0; font-size: 11px; line-height: 20px; font-family: Gesta Medium, Tahoma, sans-serif;">

Your Username: [[S1:user_name]]<br>

Your Password: [[S1:user_password]]

</p>

<p style="margin: 0 0 20px 0; font-size: 11px; line-height: 20px; font-family: Gesta Medium, Tahoma, sans-serif;">If you have any questions about your gift, please contact Lurie Children&rsquo;s Foundation at 312.227.7520 or <a title="E-mail donationinquiries@luriechildrens.org" href="mailto:donationinquiries@luriechildrens.org">donationinquiries@luriechildrens.org</a>.</p>



<p style="margin: 0 0 20px 0; font-size: 11px; line-height: 20px; font-family: Gesta Medium, Tahoma, sans-serif;">Sincerely, </p>

<img src="http://foundation.luriechildrens.org/_resources/images/emails/signature_grant_stirling.png" border="0" width="200" height="70" alt="Signature of Grant Stirling">

<p style="margin: 0 0 20px 0; font-size: 11px; line-height: 20px; font-family: Gesta Medium, Tahoma, sans-serif;">

<strong>Grant Stirling, PhD</strong><br />

<em>Executive Vice President &amp; Chief Development Officer</em><br />

Ann &amp; Robert H. Lurie Children&rsquo;s Hospital of Chicago Foundation

</p>

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