When is the "Failed Sustaining Payment Notification" autoresponder sent?

Esther Pomeleo-Fowler

One first day of the month that the sustaining gift fails, the autoresponder will be sent.

So for example, assume that your instance of Convio is setup to attempt 6 re-tries a month and my gift is on the 5th of every month.  If my card declines on the 5th, I will get the "Failed Sustaining Payment Notification" autoresponder on the 5th.  Then my card will be attempted again on the 6th, 7th, 8th, 9th, 10th, and 11th but I will received the one autoresponder.

When the next month rolls around, if my card still fails, I will get another autoresponder on the first attempt. However, the 6 subsequent attempts will not generate an autoresponder.  This gives me some time to update my sustaining gift with a new credit card without receiving 7 duplicate autoresponders.

For more information on sustaining gifts, see the sustaining gifts FAQ.

Meredith Fay

Where do I go to set the number of re-tries when a card is declined?

Thanks!

Heather McDowell

Hi Meredith,

That configuration is controlled by an SDP that Support has to update for you. If you know what you'd like to set it to, just open a Support case with the information and they can take care of it for you!  If you were curious as to the decisioning from another client, WWF posted their thoughts on the topic here:

http://community.customer.convio.com/message/13301#13301

Hope this helps!

Heather