Abandoned donations — donors who almost gave

The Abandoned tab in your Donations CRM collects donors who started giving and walked away before finishing. These are your warmest follow-up list — someone who reached the payment step already decided to support you.

What counts as abandoned

A donation lands on the Abandoned tab when the checkout was genuinely left unfinished:

• Checkout drop-offs — the donor got as far as the payment step online, then closed the page or never completed the charge. These rows sit in Pending and are counted as abandoned once about 30 minutes have passed without completion.
• Cancelled checkouts — payment sessions the donor's bank or wallet flow explicitly walked away from.
• Phone hang-ups — callers on your campaign's phone line who started entering a donation and hung up mid-way.

Two things deliberately do not count:

• Failed or declined charges. Those donors finished checkout — the charge bounced. They live on the Pending/Failed tab instead, with their own follow-up story.
• Charity-card grants still pending. A DAF grant legitimately sits pending for days while the fund processes it; that's normal, not abandonment.

Because abandoned rows are a subset of everything that isn't a successful donation, the Abandoned count overlaps with the Pending/Failed tab by design — the same row can appear in both views.

The "possible successful match" hint

Many abandoned checkouts have a happy ending: the donor tried again a few minutes later and succeeded. To keep you from calling someone who already gave, Pledgix checks each abandoned row against completed donations in the same campaign from the same donor — matched by email address or phone number.

When a match exists, the row shows a possible successful match hint with a View possible match link that jumps you straight to the successful donation. Treat those rows as resolved: the donor got there in the end.

How to work the list

1. Start with the hints. Skim for possible-match rows first and mentally cross them off.
2. Prioritize by amount. The tab shows what each donor intended to give — a large abandoned amount is worth a personal call.
3. Reach out gently. You usually have a name plus an email or phone number. A short "we noticed your donation didn't go through — can we help?" message recovers a surprising share of these gifts.
4. Look for patterns. A spike of abandonment at the same step can signal a real problem — a confusing amount preset, a payment method issue, or donors on slow connections. If many donors drop at the exact same point, contact the Pledgix team so we can investigate.

Tip: Phone hang-ups often mean the caller struggled with keypad entry. A quick call back while your campaign is fresh in their mind — offering to take the donation live — converts well.