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Generosity

When something goes wrong

The things that go wrong with giving, and what to do about each one.

Setting up

What happened What to do
You see “Connect Stripe first” Giving pages take gifts through Stripe. Finish connecting Stripe in Settings.
A page will not publish Stripe must be connected. Check for a message under Please fix the following.
You cannot open Generosity Only owners and admins can. Accountants see the gifts in Finance › Generosity.
A fund is missing on the giving page Archived funds are never shown. Restore it from Archived on the Funds tab.
Members do not see a Give button Check Portal giving. At least one fund must be offered.

When donors give

What happened What to do
A donor’s card is declined Nothing was charged. They can check the card details or use another card.
A donor says “Amount must be at least $1.00” The smallest gift is $1.00.
A donor did not get a receipt Ask them to check spam. Receipts go to the email they gave. Offline gifts never get one.
A donor is told they already have an account They can sign in to give faster, or go back and use another email.
A bank gift shows Pending A US bank payment takes about four business days. It updates when it clears.

Recurring gifts

What happened What to do
A gift shows Past due The last charge failed. Stripe tries again. Ask the donor to update their card.
A donor wants to stop Send them to Manage a recurring gift, or stop it yourself.
A donor wants to change the amount Members can change a monthly gift. Other donors can stop the gift and give again.
The manage link has expired It works for one hour. Type the email again for a new link.

Money

What happened What to do
A donor wants their money back Refund the gift. It reaches them in 5 to 10 days.
You refunded but the fee did not come back Stripe keeps its processing fee on a refund.
Fees say Pending Fees are final when Stripe pays the money out to you.
A check was recorded with the wrong amount You cannot change or refund an offline gift in Bless.

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