Marketing Forms: How do I use the payment failure report?

If you use Authorize & Capture processing with the or Sage payment gateways, the Marketing Forms system maintains the schedule of monthly sustaining payments, and automatically submits payments to your gateway each month.

When a payment is submitted to your gateway, successful payments will come through your your donation export report. Failed payments will be available in your payment failure report.  We recommend using the report to identify which donors need to be contacted with an appeal to renew their information.


Your Marketing Forms account will attempt a payment 3 times before it ultimately marks it as a failed payment within a recurring donation set, usually over the course of 3 days. When you download the payment failures report, you will see lines for each attempted payment that failed.

The report contains the order number and donor contact details needed to either contact the donor, or look up the recurring donation set for the original pledge.

Payment Failure Auto-Cancellation

If a donor's recurring donation set contains payments that fail for three months in a row, the system will automatically cancel all future payments in the set.

The system will send an email alert to the primary contact email address in your account when it detects recurring donation sets that will be cancelled in the following month, should they fail.

Finding the Payment Failure Report

To find your Payment Failure Report, log in to your Marketing Forms account, and select PAYMENT FAILURES from the REPORTS drop-down:


How to Filter & Download the Payment Failure Report

1. Open the TRANSACTION DATE drop-down menu, and select IS BETWEEN to display to date-picker fields you can use to select a date-range for your report.

2. Select a start & end date for your report and click on the GO button to run the filter.
3. Click the CSV button on the top-right to download a CSV version of the report.

Field Key

When you download the CSV, you will have access to the following information for each failed payment attempt:
Fundraiser donation ID – This is the ORDER ID number for the specific payment attempt. You can look this number up in the Order Report to find the original donation details and recurring donation set this payment was a part of. If you see duplicates of the same Fundraiser donation ID on your report, it is because the same payment was attempted (and failed) more than once during the time period the report encompasses.
Form Title – The title of the form where the original donation was made. Internal Name – The internal name of the form where the original donation was made.
Donation – The amount of the current payment attempt.
Sustainer – Yes or No. Whether or not the payment attempt was part of an on-going monthly donation.
Master ID – The Master ID for the recurring donation set the payment belongs to. Left blank for one-time gifts.
Date, Time & Frequency – The date and time of the payment failure, and confirming whether payment was part of a monthly donation, or a single, one-time gift.
Pledge Projections (Year End Pledge, Current Pledge Total, and Outstanding Pledge) – Calculations based on the monthly pledge amount:
  • Year End Pledge – Monthly payment x 12. Projects what the pledge would be worth after one year.
  • Current Pledge Total – The total for payments that have already been received within the recurring donation set for the gift. Note: Amounts for this field are currently displayed in cents, not dollars. 5000 here is equal to $50.00.
  • Outstanding Pledge – The total for payments in the recurring donation set that are scheduled, but have not been attempted yet. Note: Amounts for this field are currently displayed in cents, not dollars. 5000 here is equal to $50.00.
Order Status & Payment Fields – Order status reflects whether or not the payment has been received, and will always show, “Failed” in the payment failure report. These payment fields will show some detail on the payment method used by the donor as provided by your payment gateway when the payment status was returned. We do not store, no can we access the full credit card or bank account details:
  • Credit Card Exp Month
  • Credit Card Exp Year
  • Credit Card Number – Last 4 digits only
  • Credit Card Type – Visa, MasterCard, etc.
  • EFT Account Number – Last 4 digits only
  • EFT Routing Number
  • Payment Method – Credit Card or EFT
Name & Address Info – Name, address, email, and phone number originally entered with pledge.

Read more on the reports and dashboards available in your Marketing Forms account.


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