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Most Frequently Asked Questions

Email Questions

How do I change an email notification address for a fundraising form?
How do I change my charity's account email address?
How do I resend a donor's email receipt?

Fundraising Forms

How do I get my form link?
How do I add a custom field to a fundraising form?

Recurring Payments

How do I update a recurring donation or membership?
How do I cancel a recurring donation?

Other

How do I refund a donation or payment?
How do I export a list of all my donors?

There are two important email addresses for your organization. The first is your charity's primary contact email address. The second is the email address where donation notifications will be sent. This section will address your donation notification email address. For information on how to update your primary contact email address, please see the FAQ titled "How do I change my charity's primary contact email address?"

Each Campaign form has its own email notification address field. This is useful if you have different staff personnel managing different campaigns.

For each Campaign fundraising form:

  1. Go to Fundraising Forms. This may be done from the main menu or the top navigation bar.
  2. Click the green edit button next to the form to be changed.
  3. Go to Charity Information section and update the address.

Graphic instructions

Step 1: Access fundraising forms from the Main Menu or the top navigation bar.

Step 2: Click the edit button for the form to update.

Step 3: Update the email address in the Charity Information section.

We can send email notifications to only one email address. If you wish to have notifications go to multiple persons, consider using a shared email address or set up a forwarding rule in your email software.

There are two important email addresses for your organization. The first is your charity's primary contact email address. The second is the email address where donation notifications will be sent. This section will address your primary contact email address. For information on how to update an address for donation notifications, please see the FAQ titled "How do I change the email notification address for a fundraising form?"

All your organization information (contact info, principal controlling officer info, bank info, pricing, primary logo) is managed in Account Settings.

To change the organization's primary email address:

  1. Go to Account Settings.
  2. Click the Organization Information tab and update the address.
    • If this change should be applied to all forms, click the check box at the bottom.

Graphic instructions

Step 1: Go to Account Settings. This may be done from the main menu or the top navigation bar.

Step 2: Go to the Organization Information tab and update the email address. If this change should be applied to all fundraising forms, click the check box and save your changes.

To get your form link,

  1. Go to Fundraising Forms.
  2. Click the green edit button next to the form.
  3. Click on "Get the Form Link" in the gray toolbar.

In the next pop-up you will be asked whether you will be embedding the form into an iframe on your website.

Embedding means to place the fundraising form on your own website rather than only linking to it. This way supporters don't have to leave your site to access the donation page.

In the popup, if you will be embedding your form click "Yes". Determine which display options you will use and then copy the code snippet.

If you are not experienced with Javascript or CSS, ignore the re-sizing option.

Graphic instructions

Step 1: At the top of the Form Builder page you will see a gray toolbar. Click "Get The Form Link."

Step 2: If you will be embedding your form, click Yes. On the next page, select display options and copy the code snippet.

Step 3: If your form will NOT be embedded click No. On the next page, copy the form link.

There are three types of custom fields you may add to your form:

  • Text Box: You ask a question and the donor supplies a response/answer.
  • Drop-down: A drop-down list allows the donor to make a selection from a list of options. The donor may choose only one option from a list.
  • Checkbox: A checkbox allows your donor to opt-in or opt-out of something, such as receiving a newsletter.

You may add up to three of each type of custom field to your form. Custom fields will appear between the Amount box and the Comments Field on the form. These fields can be required (toggle to YES) or optional (toggle to NO).

To add one or more custom fields to a payment form:

  1. Go to Fundraising Forms and click the green edit button for the form you wish to modify.
  2. In the menu bar on the left, select Custom Fields.
  3. Click the add button for the desired field type.
  4. Add your field label.
    • An example of a field label for a text box is "In a few short words tell us how you...".
    • An example of a drop-down label is "Select a fund or program".
    • An example of a checkbox label is "Would you like to receive regular updates?", or "Yes, sign me up for your newsletter".
  5. For the drop-down menu and the checkbox you will need to supply values.
    • The drop-down values are the items from which your donor may select. Values should be separated by a comma.
    • The value on a checkbox is what you will see in your report if the donor opts-in (checks the box). Your donor will only see the Checkbox Label - not the field value.

The most important thing to remember is that to update a recurring payment you MUST be in the section called Recurring Payments.

Edits and modifications made in Transaction Reports will affect a single transaction, but will not affect future payments.
To update information for all future transactions, navigate to the donor's record in Recurring Payments.

You may access a donor's recurring record two ways.

  1. From one of the menu options...
  2. Or through one of the donor's transaction records.

Once you have navigated to the recurring payment record, you may do any of the following:

  • stop or restart the payment
  • update the donation amount or the fee cover amount
  • update contact information
  • change the designated program or gift restriction
  • change gift dedication information
  • update the payment method
  • add Notes

Graphic instructions

The graphics below will take you through the page consecutively, section by section.

Transaction information: In this section you may stop, restart, or change the frequency of the payment. You may also change the amount or fee cover amount.

Donor Contact Information: If you use a dropdown menu for gift designation, you may reassign the fund or program. You may also change or add any of the contact information.

Update Payment Method: In this section you may update the debit/credit card or the bank account information or switch from one payment method to the other.

Add activity notes: In this section you may add activity notes to help you remeber what happened and when, and by whom the change was authorized.

To cancel a recurring donation or membership, go to Recurring Payments.

  • Navigate to the donor's recurring payment record using the search fields on the left. (Make sure the date range is blank.)
  • Click the Transaction ID to open the detail page.
  • At the top of the detail page, click the down arrow on the "Recurs" drop-down menu and select "Stop This Payment."
  • Make sure to save your changes.

To verify that the action was successful, perform a new search for your donor's name and check the status of the transaction. It should say Inactive in the status column.

Note: Cancelling or stopping a recurring transaction does not refund the most recent payment.

You may issue a full or partial refund.

A refund is also known as a credit transaction because it is being credited (deposited) back into the donor's account.

To process a refund,

  1. Search for the transaction to be refunded.
  2. From the transaction summary page, click the "Refund" link in the status column.

Graphic instructions

Step 1: Locate the transaction.

Step 2: Click the refund link next to the status.

Step 3: Enter amount of refund. You may submit either a full refund or a partial refund.

Use the Contacts Report to export a list of all your donors.

This report is ideal for preparing an email list or a mail list.

To pull a Contacts Report,

  • Go to One Click Reports and select Contacts Report from the list.
  • Get a list of supporters from single fundraising appeal using the Form Name drop down menu. Leave the drop-down menu blank to get a complete list of supporters.
  • Refine your search by using the date range fields.
  • Segment your list using the Recurring Donors check box.
  • By default the report will include salutation, first name, last name, and email address. You may include address, phone number and company name in the report by using the checkboxes.
  • You may either download or print the report.

Note: The report is collated by email address. If you have a donor who used more than one email address, that donor will have more than one line in the report.

Graphic instructions

Step 1: Using One Click Reports, select Contacts Report.

Step 2: To pull a report for all transactions regardless of campaign, leave the Campaing selection field blank. Enter a date range. Entering a date range is not required, but recommended.

Step 3: Your resulting report will display a list of all donors by unique email address. If a donor has donations under more than one email address that donor will be returned more than once.

This list may be printed or exported.

Email is not 100% reliable due to many possible connectivity issues and email spam filters. To ensure that GiveDirect emails have the best opportunity to be delivered, ask your donor to add the domain of "givedirect.org" to their email software's safe list.

To resend an email receipt,

  1. Go to Transaction Reports and locate the donor's transaction.
  2. Verify that the email address is correct.
  3. Click the blue button labeled "Resend Email Receipt."

If the donor still does not receive the email ask them to check their spam folder.