We've been trying to make it as smooth as possible for donors to cancel their monthly subscriptions to your organization.
Whenever we received inquiries about that, we've sent out instructions and the result is rather satisfying, they are able to cancel their donations without much hassle.
However, few organizations were approached by their donors with requests to cancel their subscriptions. The way we - along with the organization - were used to do it, is that they propagated the requests through us - GivingLoop.
While we are always happy to support you and your donors, we don't find the previous experience very attractive. It's not trackable. You'll place a request to us, we'll process it and get back to you.
So we've decided to shift this functionality to you. Therefore, we've just added a "Cancel" button next to every non-cancelled subscription (be it active or inactive).
By clicking this Cancel button and confirming, the monthly subscription of that donor will get cancelled and no further charges will be attempt on their card.
There are two use cases for this that we'd like you to be aware of:
- The normal "Cancel my donation" dialogue by your donors.
- If a donor got bothered by charging attempts to their card while their subscription has automatically turned inactive. They are not being charged anymore because of their card's situation but they might be receiving notifications for charge attempts. In that case, they can ask you to cancel the subscription so we stop trying to charge their card in the future.
To perform a cancel, follow these instructions:
- Go to your organization's dashboard (ex. https://www.givingloop.org/ORG_NAME/dashboard).
- Head to Communication Center.
- Click on All Donors (usually automatically clicked by clicking on Communication Center).
- Find the donor you want to cancel the subscription for (maybe use the search box?).
- Click on Cancel to the very right of their record.
- Confirm!
This is an example for how it would show in your dashboard:
* Note that there is Cancel for both Active and Inactive subscriptions, to reflect the two use cases we mentioned above.
