Redirect to custom confirmation pages after a transaction

This article explains how to redirect supporters to custom confirmation pages on your own website after completing a transaction via a Touchpoint Solution. Custom result pages help create a consistent supporter journey and communicate next steps after a successful or failed donation.

Overview

Our custom redirect feature allows you to send supporters back to your own website after completing a transaction. This enhancement is crucial in improving the donor journey by creating a seamless experience, maintaining trust, and boosting overall engagement.

Redirecting donors to a branded, personalised page on your website fosters credibility and continuity. Additionally, custom post-donation pages allow for personalised thank-you messages, impact stories, and engagement opportunities. Studies have found that such pages can boost conversion rates by up to 20%.

Custom confirmation pages can also enhance retention and supporter lifetime value while also providing upsell opportunities, such as encouraging recurring donations.

How it works

Adding a custom redirect only requires two steps.

On your own website's CMS (Content Management System)

1. Create two different landing pages on your organisation's website: 
   • One for failed transactions and 
   • One for successful transactions (find some tips on what to include on your page below).
2. Make sure to translate this page into all the languages you might require. 
3. Save the links somewhere – you will need them later.

In RaiseNow Hub

1. Log in to RaiseNow Hub.

2. Create a new Touchpoint Solution or edit an existing one.

3. Go to Supporter follow-up settings.

4. Enable Overwrite confirmation page.

   

5. Add the links you created in the correct language in the provided fields: 

6. Click Update.

Tips on creating your custom result page

Custom result page for successful donations

When building your post-donation custom result page, it’s essential to create a thoughtful, engaging, and user-centric experience. Here are some key tips and elements to include:

• Write a personalised thank you message - (if possible) this makes your supporter feel appreciated. 
• Show how the donation makes an impact, for example by sharing an impact story or highlighting achievements already made possible by donations. Be transparent. 
• Add a call to action to keep the supporter engaged - Invite your supporter to take further actions like sharing the donation, upgrading to a recurring donation or staying up to date by signing up for your newsletter. 
• Add compelling images! An image is worth a thousand words, compelling visuals of your beneficiaries or projects are a reminder of the cause your donor is supporting. 
• Add an upgrade to a recurring donation - Your supporter’s enthusiasm is already high and after you showed how far their impact can go is the perfect moment to ask for continued support.
• Add “social proof” or statistics - by adding impact statistics or quotes from other donors, you strengthen your credibility and the feeling that the donor contributes to “something bigger”.
• Navigate to other content - make the supporter curious to continue browsing on your website, by adding links to related projects, latest news and so on. 
• Clear, mobile-friendly design - remember many supporters might make a donation from their mobile phone so don’t overdo it and don’t clutter the page.

Combine these elements, but don’t overdo it with too many options for the supporter. Your custom result page should fit the rest of your online presence and the supporter should leave with (or continue browsing with) a good feeling after making the donation. This increases the likelihood for continued donations.

Custom result page for failed donations

A custom post-donation page for a failed donation should focus on reassurance, clarity, and guidance. Here’s what to include and how to communicate:

• Use an empathetic tone – Make sure the tone is supportive and grateful. Reassure your supporter that their intent to help is appreciated and encourage them to try again.
• Write a clear, reassuring message – Let your supporter know that something went wrong, but thank them for their attempt and reassure them that their support still matters.
• Explain why the transaction failed – Be transparent and simple. If you can, give a brief, easy-to-understand explanation for the error without using technical jargon.
• Add a “Retry Donation” button – Make it easy for the supporter to retry their donation with a clear and prominent button or link to correct payment details.
• Suggest an alternative payment method – Suggest the supporter to try a different payment method, provided in the form. 
• Provide contact information for support – In case your supporter needs help, offer a way to contact your organisation directly (e.g. via email, phone, or live chat).
• Encourage further engagement – Even if the donation failed, keep the supporter involved by offering other ways to support your cause, such as subscribing to a newsletter or following you on social media.
• Keep the design mobile-friendly and simple – Ensure that it’s easy to retry the donation, especially on mobile devices, with a clear, uncluttered layout.