Groups

Nikki Valentine Odens · September 2009

Is there anyway to query - make a group of sustaining donors whose credit card has expired and a group of sustaining donors whose credit card will expire in a month?

I would like to send an email to these donors to tell them why their credit card isn't going through.

Michael · September 2009

Sure is!

In the Query Tool, use the following criteria:

Sustained Giving Information > Credit Card Expiration. Then fill in the date parameters -- can be relative (which if you are going to create a dynamic group, you'll want to use) or fixed.

Then, you "use query" to create a dynamic group, which can then be used in your email audience selection.

Michael · September 2009

Oh, one other thing -- know WHY their card isn't going through is more tricky -- but you can get that information out of Report Writer... erm. good luck getting that into an email though. Not sure of a good way to do that to be honest, unless you're talking about only expiration dates and not declines or whatever... if that's what you mean, then nevermind!

Nikki Valentine Odens · September 2009

Michael :
Oh, one other thing -- know WHY their card isn't going through is more tricky -- but you can get that information out of Report Writer... erm. good luck getting that into an email though. Not sure of a good way to do that to be honest, unless you're talking about only expiration dates and not declines or whatever... if that's what you mean, then nevermind!

Thank you Michael!!

Sally Heaven · September 2009

Hi Nikki - yes, you can use Query to build a Group. For Field Type, choose Sustained Giving Information (if you don't see this field type, then submit a support ticket to ask that they turn them on), and for Field choose Card Expiration Date. Then you can choose Card Expiration Date - falls on or before - "30" day or days - prior to "Today." If you make this a rebuilding group, then every time you rebuild the group, you can catch people whose card expired in the last month.

You could also even make this a Target Group in a recurring message that you send out each month to notify people that their card is expiring.

However, there is also an Autoresponder that sends a message telling people when their sustaining gift has failed. You'd want to make sure that whatever message you sent to them, whether recurring or something you send manually, doesn't conflict with this Autoresponder message. (It might be turned off by default, so you'll want to check on that.)

A second "However" - there are also new features (well, not so new now, they were released in October 2008) that allow you to optionally configure your Convio site to attempt to process expired credit cards. Many clients have been able to recapture lots of sustaining donors this way. Changes need to be made by Convio Support, but these are the options that you can choose from, outlined in this Community doc:

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

If you recapture lots of folks using these settings, and have a Failed Sustaining Payment autoresponder, you may not even need to send your donors a separate message.

Nikki Valentine Odens · September 2009

Sally Heaven:
Hi Nikki - yes, you can use Query to build a Group. For Field Type, choose Sustained Giving Information (if you don't see this field type, then submit a support ticket to ask that they turn them on), and for Field choose Card Expiration Date. Then you can choose Card Expiration Date - falls on or before - "30" day or days - prior to "Today." If you make this a rebuilding group, then every time you rebuild the group, you can catch people whose card expired in the last month.

You could also even make this a Target Group in a recurring message that you send out each month to notify people that their card is expiring.

However, there is also an Autoresponder that sends a message telling people when their sustaining gift has failed. You'd want to make sure that whatever message you sent to them, whether recurring or something you send manually, doesn't conflict with this Autoresponder message. (It might be turned off by default, so you'll want to check on that.)

A second "However" - there are also new features (well, not so new now, they were released in October 2008) that allow you to optionally configure your Convio site to attempt to process expired credit cards. Many clients have been able to recapture lots of sustaining donors this way. Changes need to be made by Convio Support, but these are the options that you can choose from, outlined in this Community doc:

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

If you recapture lots of folks using these settings, and have a Failed Sustaining Payment autoresponder, you may not even need to send your donors a separate message.

Thank you, I may come back to you on a question regarding the auto responders once I get further into the project.

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