Abandoned donations

To start collecting information about abandoned donations, go to Settings > Supporters and check Save supporters with abandoned donations. When enabled, Fundraise Up activates the Remind me later screen in checkout and creates a supporter record for anyone who exits without completing their donation.

“Remind me later” screen

The system records an abandoned donation when:

• A supporter provides their email through the Remind me later screen.
• A supporter exits after entering their email in the Personal Information step.
• A supporter becomes inactive for one hour after entering their email.

In some countries, organizations must obtain explicit consent from supporters before collecting their data. To collect data only after a supporter agrees to your Terms & Conditions:

1. Go to Campaigns > [Your campaign] > Settings > Terms & conditions.
2. Switch on Prompt supporters to accept your terms.
3. Click anchor icon and add link to your Terms and Conditions.
4. Add your own Checkbox text or use the default.
5. Click Save changes.

An abandoned donation section appears on the supporter's profile and shows:

• The campaign the supporter was donating to.
• The intended amount and frequency.
• The date the donation was abandoned.
• The reason the donation was abandoned.

Reasons fall into one of four categories:

• User inactivity — the supporter became inactive during the donation process.
• Payment issue — the supporter encountered a problem during payment.
• Checkout exit — the supporter left the checkout process.
• Reminder request — the supporter asked to be reminded later.

Abandoned donation section and Abandoned Donation Reminder email sequence

Fundraise Up automatically sends an Abandoned Donation Reminder email sequence to supporters who left before completing their donation. The sequence consists of four emails, sent at:

1. About 1 hour after the donation is abandoned.
2. 1 day after.
3. 3 days after.
4. 7 days after.

The sequence triggers for all abandoned donations, regardless of which condition created the record.

The sequence stops automatically when the supporter completes their donation or clicks Unsubscribe from reminder emails in any of the reminder emails. You can also stop the reminder sequence manually:

1. Go to the Supporters tab and switch on the Abandoned donation filter.
2. Find the supporter and click their record.
3. Scroll to the Email sequences block.
4. Click Stop.

To edit the subject line, title, image, or body text of the reminder emails, go to Settings > Emails > Other Communications > Abandoned donation reminder. The same page lets you switch the full sequence on or off. Learn more →

To see how much revenue came from recovered donations, go to the Insights tab and scroll to the Performance block. The Abandoned donation recovery section shows total revenue recovered, the number of completed donations, and recovery rates. Click in for the full breakdown.

“Abandoned donation recovery” section

For deeper analysis, export abandoned donation data as a separate file from the Exports section:

1. Go to Exports and click New export.
2. Select Create new export file and click Continue.
3. Scroll down and select Abandoned donations.
4. Create a filename for your export file.
5. Set your formatting preferences for decimal and field separator, timezone, frequencies and campaigns.
6. Switch to the File Columns tab to choose which data points to include in your export.
7. Click Download file. In the window that appears, select the date range for records you want to include.
8. Click Download. The file will generate in the background, so you can leave the page. When it's ready, you'll find it in Exports > Files.