Updating a credit card exp. date without re-entering the entire card number?

Tina Kurfurst

How do I update just a credit card expiration date? We destroy credit card numbers (except for the last 4 digits) after offline entry. If a donor calls or emails with a new expiration date, is there a way to update just the expiration date on their sustaining gift profile? The screen I get requires the entire card number. We are not currently using the constituent service center / profile management modules, so self-updating isn't an option.

Devon Brown

Hello! I believe if you log into the admin site you will find the fundraising and donations tab or area. There you will find a tab for "Sustaining". You can re-enter the card information here. The number itself is encrypted so you will more than likely need all the information again since you destroy the card numbers. I hope this helps!

Devon

Andrew Hedden

I'm guessing you are talking about how to change an credit card expiration date for sustaining gifts. We don't store the credit card number at all. Since changing the expiration date would mean that a new authorization would have to be made to validate the card we need to have the credit card so that we can ask for the authorization from the payment gateway again.

I hope this explains why this limitation exists.

-Andrew

temp_handle14981

This is a problem we've encountered too. Which is why I am now discouraging all online recurring donations. Someone signs up for recurring gifts, but that's not what really happens. When the card expires we need to get them to give us all the info all over again, so in effect, there is no such thing as a recurring gift through Convio (or Get Active). I'd rather enter them here in our office. Good bye Convio!

Sally Heaven

temp_handle14981 :

This is a problem we've encountered too. Which is why I am now discouraging all online recurring donations. Someone signs up for recurring gifts, but that's not what really happens. When the card expires we need to get them to give us all the info all over again, so in effect, there is no such thing as a recurring gift through Convio (or Get Active). I'd rather enter them here in our office. Good bye Convio!

In late 2008, Convio made a change to the product that changes the way recurring credit card donations can be handled by the system.  You can actually have Convio automatically retry credit cards that fail because of expiration date.  I would encourage you to check out this post on the Community and then contact Support or your account manager to ask that these settings be applied to your Convio site.  You don't have to lose sustaining gifts due to expiration date anymore!

http://community.customer.convio.com/docs/DOC-2406

Other clients have reported that these settings save them a lot of money and help them reduce churn in sustaining gifts.

Monica Jokiman 2

Sally Heaven:

In late 2008, Convio made a change to the product that changes the way recurring credit card donations can be handled by the system.  You can actually have Convio automatically retry credit cards that fail because of expiration date.  I would encourage you to check out this post on the Community and then contact Support or your account manager to ask that these settings be applied to your Convio site.  You don't have to lose sustaining gifts due to expiration date anymore!

http://community.customer.convio.com/docs/DOC-2406

Other clients have reported that these settings save them a lot of money and help them reduce churn in sustaining gifts.

I just recently submitted a ticket to Convio with this same exact question and here's the reply I received from Convio:

/15/2010 12:53 PM |Hello Monica,There is no way to change the charge date. Since Convio doesn't store the card info, only the "token" that the merchant account use to refer to the card info, we can't alter the date. The only option would be to cancel the gift and re-enter it on the date the member wants the charge to take place, starting a new sustainer.Please let me know if you have additional questions!

Noah Cooper

Monica Jokiman:

I just recently submitted a ticket to Convio with this same exact question and here's the reply I received from Convio:

/15/2010 12:53 PM |Hello Monica,There is no way to change the charge date. Since Convio doesn't store the card info, only the "token" that the merchant account use to refer to the card info, we can't alter the date. The only option would be to cancel the gift and re-enter it on the date the member wants the charge to take place, starting a new sustainer.Please let me know if you have additional questions!

Sounds like your question was related to changing what date a credit card is charged each month, not changing the credit card expiration date?

Tina Kurfurst

Noah Cooper:

Sounds like your question was related to changing what date a credit card is charged each month, not changing the credit card expiration date?

Good golly, this set of a belated firestorm!

I believe I asked (at one time or another) both questions: can the charge date be changed and can the expiration date be updated without needing the entire card number. The answer to both appears to be No.

For delaying or changing the charge date, I usually put the card number in a secure place and initiate the charge on the date the donor wants, then destroy the number once the charge has gone through.

While we still don't have the Service Center operational (it's on the way), we use the expired card as a good time to re-engage with the donor. Give them a call, see how things are going, get the new date, try to get them to increase... We also have the "your gift failed, please contact us" autoresponder turned on, and run a monthly report to see who is about to fall off the list.

So, yes, it's inconvenient for us but probably better for the donors, and we've figured out a couple easy(ish) work-arounds.