Login with your user credentials here: https://portal.donationpay.org
Payments
How do I view my payments?
Once you’ve logged in, you should be automatically taken to the Payments tab. If you aren’t, click on the ‘Payments’ tab to view a chronological list of your transactions through all your DonationPay pages.
How do I sort my payments or search for a particular transaction?
There are layered search filters available in the ‘Payments’ tab. Click the ‘Filters’ button above your payments list, or just do a search in the search bar, to bring up your desired results. You may layer your search criteria (i.e. payments between the 1st and 15th of September, through a specific event payment page, between $5 and $15, and so on).
How do I download a spreadsheet of my payments?
In the ‘Payments’ tab, above the list of transactions, there’s a dropdown menu where you can select the format of your download (we offer Excel, CSV, PDF, and a ‘Print’ option). Just select your item from the dropdown and a download will begin. If you’d like to download only a particular set of transactions, simply filter the transactions to your desired list, then use the dropdown menu to start a download.
How do I pull up a list of only recurring payments?
You can view all your active recurring schedules in the Recurring Schedules tab (mouse over the ‘Payments’ tab to see the Recurring Schedules tab). If you’d like to pull up a list of payments that only shows payments which are part of a recurring schedule,
navigate to the Payments tab, then open the search filter and toggle the Onetime Payments tab to the off position.
I’m a legacy DonationPay client, how do I view my old payment data?
You can find a link to our deprecated Portal in the footer of the new Portal. After you’ve closed your IATS account, you will be to view and access your old data for up to three months.
Payment Pages and Settings
How do I create a new payment page?
What’s the difference between a hosted, template DonationPay page, a fully customized DonationPay page and an embedded DonationPay form?
Our template DonationPay pages are built from the available templates in the DonationPay Portal- they’re extremely customizable, look polished out of the box, and can be used for any type of fundraising event or campaign. You build these forms yourself in the Portal. Choosing this option, you will end with a DonationPay url (http://secure.donationpay.org/yourorganizationname) that you can link to your website.
An embedded form follows the same in-Portal design process as a hosted DonationPay page, but instead of a DonationPay url, you will copy the embed code provided in the Portal, to embed the form on a page of your own website.
A fully customized DonationPay page is made by the DonationPay team to match your website and your specifications. These pages are not made with a template, but by a human designer who will work with your team to create a bespoke form. This option is available on the Pro and Enterprise service tiers and can be accessed by emailing support@donationpay.org to open a service ticket.
What kind of form is best for my organization?
That’s up to you! If you have any question, feel free to reach out to our support team for advice or, if you have one, ask your account rep directly what they think would work best for the campaign you’re planning.
Do I have to make the same type of form every time?
No, not at all. You may find that you need a custom-designed DonationPay page for event registration, and an embedded form for your regular donations, and a hosted page for your capital campaign. You’re welcome to utilize all the form types we have available, depending on your service plan.
Donor Assistance and Payment Management
Our donor wants to modify or stop their recurring payment, what do I do?
Donors can update their own recurring payments using the link in any of their receipts from transactions in the recurring schedule. Alternately, if you’d like to edit or stop their recurring payment, you can access the editing pane using the following steps:
- Navigate to the Schedules tab to find the schedule.
- Click on the ‘detail’ pencil to open the detail pane.
- Click the ‘Edit’ button to open the recurring payment editing screen.
- Modify/stop payment as needed.
A donor wants a full report of all their gifts for the year, what do I do?
You can produce an Excel or CSV sheet of any donor’s payments in the Payments tab. Open the search filters, then set your time parameters as needed and the information will come up. You can use the dropdown to select which type of export you’d like, then download it and send to the donor.
How do I refund a payment?
To refund a payment, find the payment in the Payments tab, then click its detail pencil. Use the blue ‘Refund’ button at the bottom of the detail pane to refund the payment. Once a payment has been refunded, it will show its status and be searchable as a refunded payment in your overall payments list.
How do I partially refund a payment?
Use the steps from the question above, but enter the amount you’d like to refund in the amount field on the detail pane.
How do I report an issue a donor had with a DonationPay form?
If one of your donors encounters an issue with your payment form, please let us know! You can contact support by emailing support@donationpay.org to set up a ticket, and a member of our team will get back to you. Helpful information you could include: the donor’s browser version and what type of computer they’re using (PC or Mac), the url of the page where they encountered the error, and what time the issue occurred.
If a donor contacts DonationPay directly with a service question?
If one of your donors contacts DonationPay for a refund or to stop a recurring gift, our reps will assist them directly by either providing a link for them to take care of it themselves, or doing so on their behalf. If the donor has a complex question or one for your team, we’ll provide them your organization’s contact info so they can get in touch with you ASAP. Please keep your master contact info updated in your Portal account, so our reps have the right contact information to use when pointing donors your way.
Account Settings and Users
How do I set up a new user on my account?
You'll set up registered users in the 'Users' area, which you can see by mousing over the Account Settings tab. To set up a new user on your account, follow these steps:
1. Navigate to the Users tab and click the blue 'Add a new user' button at the bottom of the screen.
2. Enter the relevant info in the fields that come up, then hit 'Save'. Note: you will need to remember the password to send it to your team member.
3. Send the user credentials to your team member. We suggest using a template like this:
'I've set up user credentials to give you access to the DonationPay Portal. Your user account is set up under your full name and this email address: x@xorganization.org
Your current password is: XXXXXXXXX
Log in here to change your password and access our organization's data.'
What information do I need to make sure is set up in the Portal?
To get your account fully set up and ready to take payments, we recommend following this QuickStart guide. It will take you through the basics, but essentially we recommend that you fill in the fields in the Account Settings tab, set up a payment page, and immediately set up whatever users you'd like to have access to your account.
Deposits, Account Reconciliation and Security
After we receive a donation, when does it hit my account?
Funds are transferred automatically every Monday.
My organization has experienced card tumbling or phishing before; how does DonationPay keep our account safe?
DonationPay employs dozens of behind-the-scenes security features, including system-wide form obfuscation and a responsive fraud-prevention page feature, that automatically adds CAPTCHA in the case of a suspicious increase in payments in a short period of time. For other info or if you have questions about our security features, email your account rep or support@donationpay.org.
Can I get my available funds on a different day?
You can request an instant payout at any time, for a small fee. Just click the blue ‘Request an Instant Payout’ button to initiate a manual payout.
How do I see which donations were included in a deposit to my account?
You can view which donations were included in your batch deposit in the Payouts and Past Payouts tabs. In the Payouts tab, view your current balance and request instant payouts. In Past Payouts, view past deposits into your account; to see a batch summary with a list of contributions in a particular batch, just click on its ‘Detail’ pencil to open the payout detail screen.
How does card, platform and monthly fee billing work?
All clients receive Stripe’s nonprofit card fee rate of 2.2% + 30¢ per transaction, with a variable platform fee depending on which service tier you’ve selected. Card and transaction fees are removed from the the total amount of each payment before the funds are transferred to your account. If your service tier has a monthly fee, it will also be automatically removed from your donated funds once a month, and listed in that day’s payout detail.
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