Still have unpaid auction items, no worries we've got you covered!
When donors win items in your silent auction, we automatically charge their credit card. However, some payments may fail due to credit card errors.
No worries! These are easy to resolve so you can still get paid.
1. Identify which payments have failed.
Go to Results > Auctions > Bids to see a list of all your auction items.
Each one will be marked with Paid or Unpaid.
Please note you can also Export these results if needed.
2. Message the donor to let them know they must still pay for their item.
To email donors, click the 3 dots next to their name and select Message bidder.
Use this templated email to let your donors know.
Hi [first name],
Thank you for participating in our auction! It looks like your payment was not completed on the credit card that you used when creating your bidding account. No worries, you can still pay for your item here.
Click this link [your Trellis fundraising page link] and look for the cart icon in the top right corner of the page. You will see what items you have won and will be able to check out again.
This article should help you answer any questions you may have, or feel free to reach out to me for help as well.
Thanks
[your name]
3. Confirm payment has been made, or award a new bidder.
Once payment has been made for the auction item, the report on Trellis will be updated.
Or, if the donor is unable to complete the payment, you can award the next highest bidder, instead using the same messaging option.