Now serving not-for-profits across AustraliaAcquire / Retain / Consolidate75% of donors verified to 2+ yearsSuite 5 · Osborne Park · WA 6017Building better connections since 2022
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§ 02.3 —

Declined and failed donation follow-up calls

Follow Ups

Our team reaches out about declined transactions and additional donations — recovering value, gracefully.

In short

How do you recover declined or failed donations?

When a regular gift fails because of a declined transaction or an expired card, we call the donor promptly, explain what happened, and help them update their payment details securely. Outcomes are recorded and resubmitted to your CRM, protecting both your revenue and the donor relationship. We can also raise additional-gift opportunities where appropriate.

Last updated

Key facts
  • Declined transactions and expired cards
  • Payment details updated securely
  • Additional-gift conversations where appropriate
  • Outcomes resubmitted to your CRM
How it works

How it works.

Declined transactions, expired cards, and additional-gift opportunities all benefit from a human touch. We follow up promptly, fix payment information securely, and resubmit cleanly recorded outcomes — protecting both your revenue and your donor relationships.

  1. 01

    Receive

    You share the list of declined or failed regular gifts.

  2. 02

    Call

    We contact each donor promptly and explain the failed payment without blame.

  3. 03

    Fix

    Payment information is updated securely during the call.

  4. 04

    Resubmit

    The outcome and updated details are resubmitted so the gift resumes.

What's included

  • Record contact
  • Fix payment information
  • Resubmit data with outcome
  • Calls made by our in-house Perth team, never outsourced

Who it's for

  • Charities losing regular givers to failed payments
  • Teams without capacity to call every declined transaction
  • Organisations that want card details handled on PCI-certified systems
Quote follow ups
§ FAQ — Follow Ups

Questions about follow ups.

Most failed regular gifts are involuntary: a card expires, is replaced after a bank reissue, or a transaction is declined for insufficient funds. The donor usually still wants to give, so a prompt, friendly call to update their details recovers gifts that would otherwise be lost.
Our verification contacts run on the AVI8 and Evergiving platforms, both Level 1 PCI-certified, and our team follows PCI DSS responsibilities and mobile device standards. Personal data and recorded contacts are de-identified or deleted after six months.
Yes. Every contact is recorded, any details the donor updates are amended, and the data is resubmitted to you with its outcome, so your records stay clean and your team knows exactly where each donor relationship stands.
Pricing is based either on the volume of contacts handled or on successful outcomes achieved, tailored to the size and goals of your organisation. Request a quote and we reply within one business day with a proposal.

Related services

Reactivation →

Reconnect with donors whose memberships have lapsed or who have cancelled their monthly giving.

Welcome & Verification Calls →

Welcome new donors and confirm the details on file — clean records, warm introductions, every time.

Donor Upgrades →

We contact your donors with care to encourage higher monthly contributions when the moment is right.

See all nine services →
Ready to begin?

Let's price your campaign.

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