What is an Abandoned Transaction?
An abandoned transaction is a transaction whose payment has not been successfully completed because the donor did not complete the payment process or because an error occurred in processing the payment.
View the Abandoned Transactions of a Campaign
To view abandoned transactions, go to Campaign > Management > Abandoned transactions
Know the Reasons for the Abandonment of a Transaction
A transaction will be abandoned if the donor abandons the payment process, or if the payment is not processed correctly.
To find out the type of abandoned transaction, go to Campaign > Management > Abandoned transactions and in the Reason column it will be specified if:
1) the donor abandoned the payment process (Abandonment of the User)
or if
2) the payment has not been correctly processed (Failed payment)
a. Abandonment of the User
A transaction will result as abandoned by the user when the donor has entered his personal data, has clicked on Continue
and has abandoned the payment process, at this time or during the following steps, and without actually confirming the payment.
In this case, after 30 minutes of inactivity the transaction will be marked as abandoned.
b. Failed payment
A transaction will be abandoned due to a failed payment when the donor has entered his personal data, clicked on Continue
has selected the payment gateway and entered his card details, has clicked on Donate
Ex: data required when using Stripe or ScPay
and the payment gateway has declined the payment
Ex: error shown when Stripe or ScPay decline a payment
Take Action in Case of Abandoned Transactions
Once you have found out that your campaigns have abandoned transactions, you will have the possibility to view the donor's data and contact them to resolve the incidents that have caused the transaction to be abandoned.
To view the donor's data, go to Campaign > Management > Abandoned transactions
click on the gear-shaped icon and select View User Data
At this point you will access the donor's data and you will be able to contact him and try to resolve the incidents that have not allowed him to donate.
❗️❗️The type of data will depend on whether you have activated the extended registration or not.