Allow donors to update financial information
planned
Clair Lofthouse
Good news! After reviewing all requests, we are planning to add your suggestion to our next roadmap. We do our best to stick to our predictions, but we receive a lot of requests, so there may be unforeseen delays. In the meantime, happy fundraising! You’ll receive email updates about the status of your post. We encourage you to return and vote on others to show your support for additional suggestions. To stay up to date on completed fixes and improvements, as well as new functionality, see our Changelog at givelively.canny.io/admin/changelog.
Matt Connelly
planned
Matt Connelly
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.
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Joe Reed
Matt Connelly: GLORIOUS!!! This will save me close to 10 hours of work a month. THANK YOU SO MUCH!!!!
Steve Park
Matt Connelly: Any update on when donors may be able to submit new payment info?
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David DeParolesa
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.
Matt Connelly
under review
Sammy Vo
Hey Nicko! 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.
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Nicko
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: 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: 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.
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Nicko
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: I love it! That's a great use of the integration.