abandoned charges on giving website pages

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Harmony Hallas
Harmony Hallas ✭
Ancient Membership First Reply
in Blackbaud Raiser's Edge NXT®: General Discussion
Aloha All, 



Looking for best practices here... On your institutions website and your online giving pages, how often do you check for abandoned charges/ donations? And, how often do you contact those users who have left an abandoned charge?
For example, I'm Jane Doe and I want to make a donation of $100 to your organization. I land on your giving page, fill out all the information and then realize I can't get to my credit card or don't remember my paypal password etc. I leave your website and my filled in donation form is now listed as abandoned on the back-end of your website.  



Currently, we are looking at sending emails to those who have abandoned charges within our website giving page, but do not want to be intrusive on our donors. 

What is everyone's thoughts? 



Thanks!
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  • Amy Dana
    Amy Dana ✭
    Tenth Anniversary Facilitator 2 Name Dropper Photogenic
    Hm. I never thought to do this. I think it might not be a bad idea as long as you give them time to make an actual donation. Maybe wait a few weeks and contact them about their recent visit to your site. I don't think I'd actually mention you can see that they were going to make a donation - that does feel a little creepy.



    How often do you have abandoned charges? If it's a lot, could you reevaluate your online donation process to make sure it's not too difficult?



    If you do try this, please let us know the results. I'd be interested to know if those people actually give.
  • JoAnn Strommen
    JoAnn Strommen ✭✭✭✭✭
    Ancient Membership Facilitator 4 Name Dropper Photogenic
    I may be guilty...well not recently.  When we were working on our giving page I went to several local and other org sites to see their pages, what info they required, what type of payments they took, who/how they processed their gifts, etc.  That was several years ago. 



    Personally, don't know if that follow-up would ever reach the top of my priority list.
  • Harmony Hallas
    Harmony Hallas ✭
    Ancient Membership First Reply
    Yes, we recently had a re-design of our online giving form which is why we started noticing these abandoned charges. We don't have many. We will be going through them on a case by case basis, splitting them based on relationship to school (alumni, parent etc.) and then contacting if necessary.



    Good to know this is not a standard practice among other schools. Thanks for the feedback. 

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