Currently, when a donor’s recurring gift payments fail due to issues like an expired, deactivated, or compromised card, Altru attempts to catch up on the missed installments once the card begins processing again. However, the system does this by retrying all missed payments daily, resulting in a flood of charges that donors perceive as errors — even if they originally committed to monthly giving. While we understand this is how the system is designed to work, it causes donor confusion, frustration, and in some cases, cancellations. We’d love to see functionality added that allows organizations to control how missed payments are retried (e.g., batching, spacing out, or optionally skipping), or at least a way to notify donors before those charges begin. A more flexible or donor-friendly solution would go a long way in preserving trust and donor relationships.
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