What Will We Learn Here?
The "Failed Donations" tab displays all unsuccessful donation attempts, including the specific reason for the failure. This allows your team to easily track these attempts and follow up with donors to help them complete their contributions.
Steps to Track and Export Data
1. Access the Organization Account
Log in to Jgive with your donor account credentials.
At the bottom of the sidebar, click on your charity name to switch to the charity management account.
2. Navigate to Failed Donations
In the side menu, click on "Donations".
In the tab row at the top of the page, click on the "Failed Donations" tab.
3. View the Table and Expand Details
A table will appear showing all failed donation attempts. It includes the following columns: Donor name, Amount, Charge date, Campaign name, and Email.
To view more details, click on any row in the table. The row will expand to show:
Payment method (e.g., Visa, Bit).
Donor phone number.
Failure reason (the technical reason the payment did not go through).
Note and dedication (if provided by the donor).
4. Filter and Export the Report
Filtering: You can narrow down your results using the filters above the table: Date range, Campaign search, Donor search, Donation type, Payment method, and Currency.
Downloading: To export the data to an Excel file, click the "Download" button.
FAQ
Q: Was the donor charged for a failed donation? A: No. Any donation that appears in this tab was declined and the donor was not charged.
Q: How can I help the donor complete their donation? A: We recommend reaching out to the donor using the email or phone number listed in the table. You can send them a direct link to the campaign so they can try again (suggesting an alternative payment method often helps).
Q: What does the "Failure reason" mean? A: This is the direct technical response received from the credit card company or payment provider (e.g., insufficient funds, blocked card, or a temporary network error).