Cancel a recurring gift or donation

Who can do this: Owner, Administrator, Finance and Fundraiser. Programs, Front desk and Viewer don't see the three dots (⋯) on the Donations list.

Quick steps: Donations › the gift's ⋯ › "Cancel Subscription" or "Cancel Donation" › "Confirm Cancel".

Before you start

• You need the Owner, Administrator, Finance or Fundraiser role.
• Know the donor's name or email, so you can find the gift.
• A recurring gift is a gift that repeats on a schedule, such as every month. A pledge is a promise to give a set amount over time.
• Canceling doesn't refund anything. To give money back too, see Refund a payment.

Which option you'll see

On a gift's three dots (⋯) menu you'll see one of these, depending on how the gift is paid:

• "Cancel Subscription": a recurring card gift set up as a subscription. You choose to stop it now or at the end of the period already paid for.
• "Cancel Donation": any other recurring gift or pledge, including recurring card gifts that Clerestory charges itself and recurring gifts you record by hand. It stops straight away.
• Neither: the gift is one-time, or it's already canceled. A one-time gift can't be canceled. Its ⋯ menu opens with only the word "Actions" and nothing to click.

Cancel a recurring gift

Page: /dashboard/donations

1. In the left-hand menu, find the group called "Fundraising".
2. Click "Donations". The Donations page opens.
3. Click in the search box that says "Filter by supporter name or email..." and type the donor's name or email. Then click "Apply Filters", to the right of the box.
4. Find the gift's row. Its "Type" says "RECURRING". The list is wider than the screen: scroll it to the right, then click the three dots (⋯) at the far right of the row.
5. A menu opens under "Actions". Click "Cancel Subscription" or "Cancel Donation", whichever you see.
6. A box opens asking if you're sure. For "Cancel Donation" it reads "Are you sure you want to cancel this recurring donation?"
7. If the box is "Cancel Subscription", click one choice:
   • "Cancel immediately": no more charges from today.
   • "Cancel at period end": the gift runs to the end of the period already paid for, then stops.

Important: This can't be undone in the screens. The donor won't be charged again for this gift.

8. Click "Confirm Cancel".
9. You'll see one of these messages at the top of the screen. Any of them means it worked. The gift's "Status" changes to "CANCELED", with "Schedule canceled" under it.
   • "Subscription cancelled immediately"
   • "Subscription will cancel at period end"
   • "Donation cancelled successfully"

If you see "Failed to cancel subscription" or "Failed to cancel donation", close the box and try again.

What happens after you cancel

• Payments already made stay on the donor's record. Nothing is refunded.
• For "Cancel Donation", the next charge date is cleared, so the donor no longer gets a reminder that a charge is coming.
• The ⋯ menu no longer offers a cancel option for that gift.

Special cases

• The donor wants their last payment back too. Cancel the gift as above, then refund that payment. See Refund a payment.
• The "Cancel Donation" box says "no further manual payments will be created". It says that for every gift that isn't a subscription, including recurring card gifts that Clerestory charges. For those, it also stops the card charges.

Buttons to avoid

• "Cancel" in the box closes it without canceling the gift.
• "Add Payment" in the same menu adds a payment to the gift. It doesn't cancel anything.

If you make a mistake

This can't be undone in the screens. To restart, the donor gives again, or you record a new recurring gift. See Record a gift paid by check or cash.