Locate "Pending (Incomplete Transaction)" Payments in Your Contributions

Contributions with the status of "Pending (Incomplete Transaction)" signal failed payments and should only appear when you are using an off-site payment processor like PayPal. The contributor may have made multiple attempts to process the payment and decided to abandon the transaction or to send an alternative form of payment.

To find contributions with a status of "Pending (Incomplete Transaction)":

  1. Navigate to Contributions Find Contributions
  2. Select Pending in the Contribution Status filter
  3. Click the Search button​

IMPORTANT: The resulting contributions from the above search will be of two types: Pending (Incomplete Transaction) and Pending (Pay Later).
Pending (Pay Later) contributions represent obligations that have yet to be paid and should be handled separately.

How to handle the "Pending (Incomplete Transaction)" transactions:

  1. If full payment is received by other means and the payment method is...:
    1. Cash/Check:
      1. Click the Edit hyperlink to the right-hand side of the contribution in question
      2. Change the Contribution Status from Pending (Incomplete Transaction) to Completed
      3. Enter any other payment details as desired (e.g. check number)
      4. Click the Save button
    2. Credit Card:
      1. Click the Edit hyperlink to the right-hand side of the contribution in question
      2. Click the Pay with Credit Card hyperlink
      3. Enter credit card and any other payment details desired
      4. Click the Save button - if the transaction is successful, the Contribution Status will change from Pending (Incomplete Transaction) to Completed
  2. If multiple attempts were made until a contribution was successfully recorded with a status of Completed, you'll want to cancel the unsuccessful contributions that were recorded with a status of Pending (Incomplete Transaction):
    1. To cancel an individual contribution with a status of Pending (Incomplete Transaction):
      1. Click the Edit hyperlink to the right-hand side of the contribution in question
      2. Change the Contribution Status from Pending (Incomplete Transactionto Cancelled
      3. Enter cancellation details as desired
      4. Click the Save button
    2. To cancel multiple contributions with a status of Pending (Incomplete Transaction):
      1. From the search results in step 3 above, select the contributions in question by checking the box to the very left-hand side
      2. Select Update pending contribution status from the Actions drop-down menu
      3. Change the Contribution Status to Cancelled
      4. Without entering any other information, scroll to the bottom of the screen and click the Update Pending Status button