When a donor's credit card fails, we proactively call them to:

1. Notify them of the missed payment

2. Collect a new payment method

3. Process the missed payment

The Problem: Currently, our donor relations reps have to ask for the card number twice—once to update the pledge/recurring gift record, and again to process the missed payment. This creates unnecessary friction for donors and a compliance risk for our staff.

The Current Workaround (not ideal): Reps feel pressured to write down the card number to avoid asking the donor twice. But this creates a PCI compliance exposure we shouldn't have.

The Ask: Enable a streamlined workflow where a donor relations rep can:

• Update the payment method on the pledge/recurring gift record

• Apply that same payment information to process the missed payment

• All in one interaction, with the donor providing their information only once

This improves the donor experience, reduces compliance risk, and makes our staff's job easier. The people we're really working for deserve both efficiency and security.