Customize match and challenge emails separately from gift receipts

This article covers GiveCampus campaign administration. Available controls can vary between the classic and redesigned campaign interfaces.

First identify the email: setup confirmation, directed invitation, matching/challenge completion, or an ordinary payment receipt. The setup and completion paths use dedicated system templates. The school-editable template registry does not expose these as separate match/challenge templates. Editing Gift Receipt therefore must not be presented as editing all matching/challenge emails.

The ordinary paid-gift path does support configurable Gift Receipt/conditional templates, but it is a separate notification path. Ask support about the specific message and supported customization; do not invent a matching-receipt editor or promise a product change. Tax-receipt sections and school contact information can appear in system messages without making their entire text customer-editable.

Does a match or challenge donor receive a failed-payment notice?

Do not assume that a failed match or challenge payment sends the donor the ordinary Payment Provided: Pledge Failed email or a recurring-gift reminder to update their card. Matches and challenges have a separate payment and notification workflow, even when someone calls the commitment a “pledge.”

In the verified match/challenge checkout failure path, the gift is marked failed and the failure notification goes to administrators. That path does not send the donor a dedicated failed-payment email prompting them to update their payment method. The school should review the failed gift and coordinate donor follow-up with Support rather than rely on automatic donor reminders or a recurring-subscription restart workflow.

This does not mean the donor can never receive any email: match/challenge completion messages are separate, and a distinct unpaid-checkout branch has its own donor failure notice. A completion email is not proof that payment succeeded. For a specific failed gift, Support should check its payment state, processor, notification history and delivery records before confirming what the donor received.

Suggested answer: “A failed match or challenge payment does not use the standard pledge-failure or recurring-gift reminder workflow. Do not rely on an automatic email asking the donor to update their payment details. Please review the failed gift with Support and arrange donor follow-up; we can check the notification history for this particular payment.”