The Decline Challenge
Declined payments are a silent killer of regular giving revenue. A card expires, a bank changes, funds run low — and the supporter may not even notice for months. By the time traditional follow-up reaches them (if it does), the relationship has cooled.
Conversr transforms decline recovery by leveraging the trusted SPOC relationship. When a payment fails, the supporter receives an immediate, empathetic SMS from the same voice that has been thanking and stewarding them. This warm, human outreach drives rapid resolution and protects both revenue and relationships.
10-year value of just 1% decline recovery improvement (30k RG base)
SMS sent within 24 hours of decline detection
Message from the SPOC the supporter already knows and trusts
The Conversr Approach
Immediate, empathetic, effective
Instant Detection
Payment decline triggers an immediate, warm SMS from the supporter's trusted SPOC: 'Hey Sarah, we noticed your payment didn't go through this month. No stress — these things happen! Can we help sort it out?'
Respectful Outreach
The message is empathetic, not accusatory. It acknowledges that life happens (expired cards, changed banks, insufficient funds) and offers a gentle path to resolution.
Easy Resolution
Supporters can update payment details via a secure link, reply to pause temporarily, or reach out for help. Multiple pathways reduce friction and embarrassment.
Retention Over Pressure
If a supporter is facing financial hardship, we offer to pause or reduce their gift — protecting the relationship over revenue. Supporters remember this care long-term.
Payment Panda Synergy
When integrated with Payment Panda (or similar dunning systems), Conversr's decline recovery becomes even more powerful. Payment Panda handles the technical retries; Conversr handles the human connection.
- Payment Panda detects the decline and triggers Conversr SMS
- Trusted SPOC reaches out with empathy and options
- Supporter updates card details or requests pause
- Payment Panda retries successfully; revenue saved
- SPOC sends warm thank-you, relationship strengthened
The 1% Difference
For a charity with a 30,000-supporter regular giving base, improving decline recovery by just 1% translates to approximately $700,000 in saved revenue over 10 years.
This isn't just about revenue — it's about retention. Supporters whose declines are resolved quickly and respectfully are more likely to remain loyal, upgrade, and even leave a legacy gift.
Silent churn becomes an opportunity to demonstrate care and strengthen the relationship.
Traditional Approach
- ❌ Automated email to generic inbox (often unread)
- ❌ Generic letter arrives weeks later
- ❌ Supporter unaware or embarrassed to respond
- ❌ Multiple failed attempts before cancellation
- ❌ Relationship damaged or lost entirely
Conversr Approach
- Immediate SMS from trusted SPOC
- Empathetic tone reduces embarrassment
- Multiple resolution pathways offered
- Quick resolution prevents silent churn
- Relationship strengthened through care
The Behavioural Backbone
Why trusted, empathetic decline recovery works
Trust & Safety
A message from the trusted SPOC feels safe, not threatening. Supporters are more likely to respond and resolve.
Reciprocity
The SPOC has been thanking and stewarding the supporter; now the supporter is inclined to reciprocate by fixing the issue.
Loss Aversion
Supporters don't want to lose their status as a monthly champion. A gentle reminder can prompt action to maintain their identity.
Reduced Friction
Multiple resolution pathways (update card, pause, reduce) remove barriers and accommodate different situations.
Empathy & Care
Acknowledging that 'life happens' reduces shame and makes supporters more comfortable responding.
Strategic Benefits
- Recover declined payments before they become silent churn
- Trusted SPOC reduces embarrassment and increases response
- Early intervention prevents multiple failed attempts
- Alternative pathways for temporary hardship
- 1% improvement = ~$700k over 10 years (30k RG base)
- Strengthens relationship through empathetic care
Care Over Collection
If a supporter is facing genuine financial hardship, Conversr's decline recovery offers to pause or reduce their monthly gift — no questions asked, no pressure applied.
This care-first approach protects the long-term relationship. Supporters remember organizations that treated them with empathy during tough times — and they return when circumstances improve.
Seamless Integration
Conversr's Declined Payments program integrates with your existing CRM, payment gateway, and dunning systems (like Payment Panda). We handle the human outreach; your systems handle the technical retries.
The result: higher recovery rates, lower churn, and supporters who feel cared for during moments that could otherwise damage the relationship.