Allow donors to update financial information | Voters

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Allow donors to update financial information

under review

Nicko Margolies

Donors should be able to update their credit cards when they expire (and should be prompted to do so before gifts start to fail).

January 28, 2020

Matt Connelly

marked this post as

under review

We are offering ways for donors to switch between payment methods they already have saved on Give Lively, but now we're evaluating how donors can submit new payment information without creating a new subscription.

Joe

Matt Connelly: GLORIOUS!!! This will save me close to 10 hours of work a month. THANK YOU SO MUCH!!!!

David DeParolesa

marked this post as

in progress

Matt Connelly

Merged in a post:

Allow donors to manage payment methods

Wendy Fetterolf

Credit card numbers often change! Allow donors to change payment methods themselves without canceling and restarting a recurring donation.

August 24, 2020

September 8, 2020

Matt Connelly

marked this post as

under review

Sammy Vo

Hey Nicko Margolies! Stripe has a feature that automatically updates expiring cards (MasterCard, Discover, and Visa cards). Stripe works directly with card networks to offer this feature, you can read more about it here: https://stripe.com/blog/smarter-saved-cards. 
Paypal offers a similar feature, you can read more about it here: https://www.paypal.com/us/smarthelp/article/how-do-i-change-the-expiration-date-of-my-debit-or-credit-card-faq408.
If you'd like to suggest a different set of features around recurring gifts, feel free to make a new post.

Nicko Margolies

Sammy Vo: Stripe's automatic updates are fantastic, but they do not cover all cards (especially non-US cards) and it does not cover the donor payment method update situations. From Stripe's documentation: "Automatic card updates requires card issuers to participate with the network and provide this information. It is widely supported in the United States, allowing Stripe to automatically update most American Express, Visa, Mastercard, and Discover cards issued there. International support varies from country to country. It is not possible to identify which cards can be automatically updated." https://stripe.com/docs/saving-cards#automatic-card-updates

We have found a significant number of monthly donors have payment options that are not automatically updated. Because they are never sent a notification that they're gifts are failing and are unable to update this information, we manually have to find failing gifts and ask donors to update, which unfortunately rarely works. My feature request is for a prompt and page for donors whose cards are not automatically updates to update their payment method. The other donor situation is for someone who wants to change their method, rather than respond to an expiration, such as someone who wants to go from credit card to ACH.

Sammy Vo

Nicko Margolies: Thanks for your thorough feedback! Noted - our team will explore how we can capture those edge cases and improve the subscription management experience.

Jonathan Lin

Nicko Margolies: In the interim, it may be worth looking at Zapier to build some custom alerting around failed payments if you're not able to easily pull it from Stripe.

Nicko Margolies

Jonathan Lin: Thanks for the idea Jonathan! I created a private Slack channel that pings me whenever there's a failed payment or new subscription — quite easy to set up and use the Stripe integration if you're a Slack user :) https://slack.com/apps/A0F81FNVC-stripe

Jonathan Lin

Nicko Margolies: I love it! That's a great use of the integration.