Give OUT

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Give OUT

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Total Raised for
Give OUT Day 2018:

$987,766


Profile, Account, and Donation Processing Frequently Asked Questions for Nonprofit Organizations 

 


These are some of the most frequently asked profile, account, and donation processing questions from organizations participating in Give OUT Day. You are able to scroll through all of the questions, or click the link to your specific question. To learn more about registering your organization to participate in Give OUT Day, please visit our Registration and Leaderboard Frequently Asked Questions page.

 

Profile & Account Set-Up

1. How do I get a profile page for my nonprofit organization on the site?

2. How do I set up my nonprofit’s profile page?

3. Why do I need to set up my nonprofit’s profile page?

4. Can I use this profile throughout the year?

5. I forgot my password. How do I reset my password?

6. I have set up my profile but don’t see it on the site. Did I do something wrong?

7. Can I edit or add contact information to the profile?

8. Can I customize the receipts that my donors receive?

9. What if we participated in 2015, 2016, 2017, and/or 2018, but cannot access our account?


 

Donation Processing & Donor Information

10. How much of a donor’s contribution will be received by my organization?

11. What happens if a donor chooses to make a donation anonymously?

12. Where do I get my donor information from and how do I run a report?

13. How do I credit a transaction?

14. How do I issue a refund?

15. How can I safely accept multiple transactions from the same computer?

16. How do I resend a receipt??

17. Do I have to give anyone my donors’ information?

18. Who will get information about donors who give to us on Give OUT Day?

19. How will donations made on Give OUT Day be distributed and when do the fees get deducted?


 

Profile & Account Set Up

1. How do I get a profile page for my nonprofit organization on the site?


Please click here to learn more about registering for Give Out Day 2019.
Please click here to learn more about setting up your profile.
 

2. How do I set up my nonprofit’s profile page?

Log in to your account by following the instructions in this slideshow. (The instructions reference “GiveBig”. That is the platform Give OUT Day is built on. Click & Pledge supports multiple giving days and they use one set of How-To articles for all giving days). Once you are logged in and on the Give OUT Day website (be sure the url is www.giveoutday.org), click the "Setting" button to edit your profile. Visit the Nonprofit Profile Guide for more detailed instructions.
 

3. Why do I need to set up my nonprofit’s profile page?

Once your account is activated, you will automatically be given a profile page with your own URL. This is where donors will go to make donations to your organization. The basic contact information you provided will be included with the page, otherwise the page will be very generic. By adding content (text, pictures, video) and customizing your donation widget, you give potential donors the chance to learn more about your organization and increase the chance they will make a gift to support your work.
 

4. Can I use this profile throughout the year?

Yes! Your organization may also take advantage of all other fundraising products Click & Pledge provides at no additional charge.
 

5. I forgot my password. How do I reset my password?

Click "Reset Password" at the login page. You will then enter in the same email address that was used in the application, and the new password will be sent to that email address.
 

6. I have set up my profile but don’t see it on the site. Did I do something wrong?

The reason you do not see your organization appearing in search results may be because the keywords and tags have not been set up accurately. You can enter in common search words in the "Keywords and Tags" tab to help people find you by name, cause, zip code, or other search terms related your organization. Check that each keyword is separated by a semicolon to make sure that your profile is pulled up correctly with the search engine.
 

7. Can I edit or add contact information to the profile?

Yes, you can. Please see instructions above on how to make these edits. You can also add a login user to your profile. Go here for further instructions.
 

8. Can I customize the receipts that my donors receive?

Yes. You may customize your automated email receipts and modify the payment types you accept. Follow steps below to customize.
· Login to your organization’s Give OUT Day profile.
· Click on 'Setting'.
· Add information to receipt setting and click SAVE button. Note: You must add a Checkout Page Name (this is used for internal use only) in order to access the 'Payment Types' tab. Under 'Donation for' field you may put in your own text, if left blank the receipt will simply state "Donation".
· Click on 'Payment Types' tab to edit your selections and click SAVE. If you cannot click on tab then see the Note in previous step.
 

9. What if we participated in 2015, 2016, 2017, and/or 2018, but cannot access our account?

If the staff member or volunteer who set up your Give OUT Day account is no longer with your organization, please submit a Support Ticket to Click & Pledge. They will work with you to gain access to your account.

 

Donation Processing & Donor Information

10. How much of a donor’s contribution will be received by my organization?

Your nonprofit will receive 100% of all donations, less a processing fee of 3.75% fee +$.35 per transaction. These fees go to Click & Pledge, which provides the technology and platform for Give OUT Day. Horizons Foundation has raised the funds to make Give OUT Day 2018 possible, we take no percentage and no fee at all from donors’ contributions.
 

11. What happens if a donor chooses to make a donation anonymously?

If a donor chooses to make a donation anonymously, the donor's name will not be published on the giveOUTday.org website. The nonprofit who receives the donation will still have access to donor contact and donation information.
 

12. Where do I get my donor information from and how do I run a report?

You can run a donor report by visiting the Click & Pledge portal. Please see this article.
 

13. How do I credit a transaction?

Click & Pledge customers can credit a transaction by logging into their Click and Pledge administrative portal. Please see this article.
 

14. How do I issue a refund?

If you need to issue a refund to a donor, you'll do that through your clickandpledge.com admin page.  Click Here for instructions.
 

15. How can I safely accept multiple transactions from the same computer?

For security purposes, your computer may begin to decline transactions that are made through the same computer using multiple credit cards. To fix this, you'll need to Whitelist your computer. Click Here for instructions on how to do this.
 

16. How do I resend a receipt?

Each donation through giveOUTday.org should generate a receipt that is automatically emailed to the donor. If a donor does not receive a receipt for their donation, you can send it to them again. The most common reason for them not receiving a receipt is that they entered an incorrect email address, so make sure you confirm their correct email address before you re-send it. Click Here for instructions.
 

17. Do I have to give anyone my donors’ information?

No. As you develop your campaign you will be in direct contact with your donors. There is no need to give us any of their information. 
 

18. Who will get information about donors who give to us on Give OUT Day?

Four organizations will receive information about your donors:
 
You will have access to all your donor information. During and/or after Give OUT Day you’ll be able to login and see your donors’ information. (Organizations have access to donor’s information even if they choose to be anonymous. Anonymous means their name does not appear publicly on the website.) You can also seamlessly transfer this information into Salesforce if you use that system or download the data into an Excel spreadsheet or upload into your own CRM or donor management database. Click here to learn more about Click & Pledge’s Salesforce integration.

Click & Pledge will store donor information to process the donation transaction. They will not contact your donors for any reason except to send the automated donation acknowledgement and if there happened to be a problem completing the transaction.

TSYS will receive encrypted donor payment information as they process your donation transactions and complete the deposit into your account.
 
Horizons Foundation, as the organizer of Give OUT Day, will also have access to donor names and contact information which will be used for evaluation and future Give OUT Day outreach. Horizons will not share this information with nonprofit organizations, marketers, or any other third party.
 

19. How will donations made on Give OUT Day be distributed and when do the fees get deducted?

Each donation made to your organization will be deposited directly into your nonprofit’s designated checking or savings account via your TSYS merchant bank account. TSYS is an online banking system. TSYS will deduct the funds from the card holders account and deposit to the organization bank accounts. TSYS will not hold the organization’s funds for any amount of time. Funds are deposited 48 business hours after the transaction.
 
TSYS will deposit the full dollar amount of the transaction and reach out to the bank account on the following month to deduct their fees (the processing fee of 3.75%  + $.35 per transaction). TSYS will send out a statement to the organization around the 1st of each month. This statement (which is a month delayed statement) will show to the organization the amount that TSYS will deduct (for credit card processing fees) on the 10th of the month following Give OUT Day. Please be sure there are sufficient funds in the account to cover these processing fees. For any questions about transaction fee processing, please contact Click & Pledge.