Manage Your Transactions
Email Notifications to Donors
GiveDirect sends a variety of receipts and notifications to donors on your behalf. Automatic notifications reduce your workload, improve communications and provide a record keeping trail.
An email receipt (acknowledgement) is send to your donor each time a payment is processed. If you have not customized your emails, the donor will receive a standard confirmation of their payment.
Transaction receipt emails can be customized, allowing you to make the donation receipt part of your overall donor communication and marketing strategy.
Resend Email Receipt
When a donor did not receive an acknowledgement/receipt of their donation or payment you may resend the email from your control panel.
- Go to Transaction Reports and locate the donor's transaction.
- Verify that the email address is correct.
- Below the contact information is a blue button "Resend Email Receipt."
If the donor still does not receive the email ask them to check their spam folder. To ensure that GiveDirect emails are delivered to your donor, ask them to add "givedirect.org" to their email software's safe list.
Email Notifications to Charities
We also send a variety of information and confirmation notices to the charity. Some actions that trigger an email include:
- A one-time donation or payment
- A recurring transaction on the 15th the month (either successful or failed to process)
- A change has been made to a recurring account
- A transaction has been voided, refunded or received a returned item (chargeback or returned check)
- A change has been made to the charity's account profile or to a user's account
Important Tips
Email is not 100% reliable due to many possible connectivity issues and email spam filters. To ensure that GiveDirect emails are delivered to you, please add "givedirect.org" to your email software's safe list. All transactions can also be viewed in your GiveDirect Control Panel.
Note: The Control Panel records transactions in real time. However, a daily reconciliation of transactions is still required to ensure that all data was transferred completely and accurately from our gateway provider. There may be instances where a transaction, or data within a transaction, is delayed in "hitting" your Control Panel.
The GiveDirect platform allows for only one person in your organization to receive automatic email notifications. A general account such as info@, onlinegiving@, or donations@ is one way to give multiple personnel access to e-mail notifications. An alternate method of sharing GiveDirect correspondence is to set up a forwarding rule in your email software.
Samples of email notifications
General Transaction Email Receipt
Confirmation sent for one-time donations or when a recurring donation is initially created. The notice sent to charities directs the charity to the control panel to see the complete transaction details.
General Transaction Email Receipt
- Merge fields
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- Embedded video
- Emojis
- Social media icons
The sections for "Recurring Donation", "Gift Dedication", and "Employer Match" only appear if included in the submitted donation.
In your Control Panel, you can preview an email receipt with or without each of these sections. Go to the Email Receipts section in your Form Builder.
General Transaction Notification
Recurring Payment Email Receipt
Confirmation sent after a recurring payment is successfully processed - either monthly, quarterly, or annually. Charities receive one notice after all recurrings have been processed on the 15th of the month, and an individual notification if a recurring payment is processed after the batch run on the 15th.
Recurring Payment Email Receipt
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- Text
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- Embedded video
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Recurring Payment Email Receipt
Recurring Payment Email Receipt
Recurring Declined Notice
This notice is sent to the donor if a debit/credit card payment is declined while processing a recurring donation.
Recurring Declined Notice
Recurring Expired Card Notice
This notice is sent to the donor if the current card on file has expired. They are prompted to log into the Donor's Portal to submit a new expiration date.
Recurring Expired Card Notice
Upcoming Expiration Date Notice
This notice is sent to the donor 1 month before the card on file is set to expire.
Upcoming Expiration Date Notice
Recurring Cancellation Notice
GiveDirect will stop a recurring donation if the payment method is no longer valid. The notice sent to the donor and to the charity is tailored to the specific reason the payment method failed. The possible reasons are:
- Invalid Card: This happens when a new credit card is issued. The old card number becomes invalid.
- Expired Card: The donor is given 30 days after the card expires to update the expiration date before the donation is stopped.
- Multiple Declines: If the card on file is declined 3 times, GiveDirect will stop the recurring payment until the payment method is updated.
Annual Reminders
This is to remind annual donors that a payment will be processed next month and asks the donor to ensure that the payment method is still valid. The example shown is for a donor using a debit/credit card and has login credentials for the Donor's Portal. Similar emails are sent for donors who do not have login credentials or who use a Checking Account method of payment. Charities do not receive a copy of these emails.
Effective September 15, 2022, the annual reminder notice fulfills all Mastercard requirements for subscription payments.
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