Training Session

Accounting Support

Refunds and Charges, Pay Invoice and More

Whether you need to pay an invoice, submit a refund or charge, update information, or simply find an answer, our Accounting Support is designed to assist you.

Donor Refunds & Charges



Greater Giving Event Software, Go Time

Refund requests for transactions entered into Greater Giving Online or Go Time can now be processed online

View Step-by-Step Instructions



Card Readers – Event Software PC Edition

Refund requests for transactions entered into Greater Giving Event Software PC Edition via a USB card reader or keyboard.

Donor Refund Request - Card Reader

 


Auctionpay Terminals

Refund requests and new charges for transactions originally entered via a traditional credit card terminal. 

Donor Refund Request - Terminal

Donor Charge Request - Terminal


Online Payments

Donor refund request for payments processed online.

Donor Refund Request - Online Payments



Join Me

Donor refund request for Join Me donations processed online.

Donor Refund Request - Join Me Donation

 

 

Update Your Information


How Do I Change My Organization's Contact Information?

Please contact our Client Services department at 1.866.269.8151 to make changes to contacts used by Greater Giving.

How Do I Change My Organization's Tax ID or Name?

Please contact our Client Services department at 1.866.269.8151 to make changes to your organization’s name and/or tax ID.

How Do I Change My Organization's Bank Account and/or Routing Number?

OPTION 1:.

Download this fax cover sheet (PDF) and follow the instructions to fax a voided check to Greater Giving at 503-597-0580. Greater Giving will not accept starter checks..

OPTION 2:

Greater Giving will accept a letter from your bank confirming your organization's account. The letter must be on bank letterhead and must include your legal organization’s name, address, routing and account number. The bank letter must include bank contact information, including the name, title, and phone number.

Your requests will be processed by the end of the 2nd business day following receipt of the banking update.

For security reasons, email submissions are not accepted.

Pay an Invoice

You can pay an invoice, anytime, using our safe and secure payment page. 

 

FAQs

AUCTIONPAY


If a card declines and I cannot get approval from the bank to resubmit, is it possible to manually enter a new card number? Is there an additional charge?

After running the third sync (if using Event Software PC) and resubmitting any approved declines, clear the batch. Press [Cashiering] and manually key in the new card number, expiration date and amount. Then repeat the process to send this charge to the bank.

For any Visa or MasterCard credit cards that are manually keyed, there is an additional .75% processing fee assessed for the transaction. If cards are swiped at this time there is no additional .75% fee. Greater Giving combines the deposits to calculate the total used to determine the overall processing rates so the client receives the lowest possible rate.

How do I submit an Auctionpay credit card charge after I send the terminals back to Greater Giving?

Fill out the Auctionpay Donor Charge Request form. Greater Giving will process the charge. All charges must be processed through the merchant account used for the original card. All funds, minus any applicable fees, will be transferred to the client's bank account within five business days from the day the charge is submitted. When the deposit is made, a detailed statement is emailed to the organization.

Does Greater Giving affect the relationship I have with my bank?

No, the relationship that clients have with their bank will not change. For auction events, Greater Giving will be the processor and will deposit the funds into the client's bank account.

Within what time period must Auctionpay transactions be transmitted?

The final charges must be sent by the fourth business day after the event. Greater Giving will pay out the funds, minus any applicable fees, to the client’s bank account 5 days after the client transmits the final charges. All equipment must be in transit to Greater Giving within four business days after the event.

How and when are the Auctionpay funds from Greater Giving received?

All funds, minus any applicable fees, will be transferred to the client's bank account five business days from the day the data is transmitted. When the deposit is made, a detailed statement is emailed to the organization.

Are Auctionpay processing fees based on the total volume or just credit volume?

Credit card processing fees are based on the dollar volume of approved credit cards. Please refer to the fee structure that was outlined in the agreement signed when you became a Greater Giving client.

How are declines handled?

The Greater Giving Banking Report will provide a list of declined transactions. A detailed description of how to reconcile declines is included in the Greater Giving Decline Process. It may be necessary to ask the guest for another form of payment or a valid credit card.

How are Auctionpay disputes and charge-backs handled?

Greater Giving will notify the client if there is a dispute or charge-back on a transaction, and work with the client to resolve the issue. Greater Giving will require any supporting documentation that the client may have regarding the Auctionpay transaction in order to resolve the dispute or charge back. Supporting documentation typically includes: signed receipt, itemized banking report statement, proof of delivery or proof of prior refund.

Does Greater Giving store guest credit card information?

Credit card information is only used to transmit credit card transactions from the event to the bank. Once charges have been sent to the bank, all of the credit card information is permanently deleted from the Auctionpay terminal with the clear batch function. The third sync must be performed clearing the batch if using Event management software.

How do I match my Auctionpay statement to the reporting tools in Greater Giving Event Software?

After sending the charges to the bank and running the third sync, you can view the PAY-01 Payment Transaction report accessible from the Payment Grid.

How long do I need to retain the Auctionpay charge receipts from my event?

Greater Giving recommends clients keep receipts for at least 3 years for audit and credit card dispute purposes. However, the client should check with their internal or external legal and accounting resources for appropriate record retention policy matters.

How do I change the bank account where Greater Giving deposits my Auctionpay funds?

OPTION 1:.

Download this fax cover sheet (PDF) and follow the instructions to fax a voided check to Greater Giving at 503-597-0580. Greater Giving will not accept starter checks..

OPTION 2:

Greater Giving will accept a letter from your bank confirming your organization's account. The letter must be on bank letterhead and must include your legal organization’s name, address, routing and account number. The bank letter must include bank contact information, including the name, title, and phone number.

Your requests will be processed by the end of the 2nd business day following receipt of the banking update.

For security reasons, email submissions are not accepted.

How do I change or add contacts that receive copies of my Auctionpay statements?

Please contact our Client Services department at 1.866.269.8151 to make changes to contacts used by Greater Giving.

Can I pay my Auctionpay set-up fee invoice with a credit card online?

Fill out the Account Payments form. A receipt will be sent to the client via e-mail.

How do I contact Greater Giving about a question I have regarding an invoice?

You can contact the billing department at Greater Giving by e-mailing accounting@greatergiving.com  or call 503.597.0378 and ask for accounts receivable and billing.

ONLINE PAYMENTS


How is an Online Payments refund processed?

Fill out the Online Payments Donor Refund Request form. Greater Giving will process the refund. All refunds must be processed through the merchant account which was used for the original card.

How and when are the Online Payments funds from Greater Giving received?

All funds, less any applicable fees, will be transferred to the client's bank account Fridays and will include all Online Payments credit card processing completed by 5 PM PST of the previous Friday. When the deposit is made, a detailed statement is emailed to the organization.

Does Greater Giving affect the relationship I have with my bank?

No, the relationship that clients have with their bank will not change. For auction events, Greater Giving will be the processor and will deposit the funds into the client's bank account.

Are Online Payments processing fees based on the total volume or just credit volume?

Credit card processing fees are based on a percentage of dollar volume of approved credit cards. Please refer to the fee structure that was outlined in the agreement signed upon becoming a Greater Giving client.


How are Online Payments disputes and charge-backs handled?

Greater Giving will notify the client if there is a dispute or charge-back on a transaction, and work with the client to resolve the issue. Auctionpay will require any supporting documentation that the client may have regarding the Online Payments transaction in order to resolve the dispute or charge back.

Does Greater Giving store online donor credit card information?

Credit card information is only used to transmit credit card transactions from Online Payments to the bank. Greater Giving goes beyond standard practice by complying with the Payment Card Industry (PCI) Data Security Standard, protecting your donors’ payment data after the transaction has been processed. Our technology and processes are reviewed regularly and undergo an annual audit by a PCI- accredited 3rd party to ensure PCI compliance. Greater Giving is a Level 1 vendor, the highest, most secure level of PCI compliance. For more information about Greater Giving’s PCI Compliance, click here.

How do I retrieve detailed donor and registration information from my Online Payments activity?

Detailed Online Payments activity can be retrieved from the reporting tools that Greater Giving provides upon initial product set-up. Greater Giving provides the client with a link to the reporting site, a login, and password. If you need a copy of the link, login and password, please contact our client service department at 1.866.993.2729.

How do I match my weekly Online Payments statement to the reporting tools provided by Greater Giving?

The bank generally processes Online Payments donations and registrations at 5PM daily. All online donations and registrations made after 5PM are generally are included in the following day’s credit card charge activity.

How do I change the bank account where Greater Giving deposits my Online Payments funds?

OPTION 1:.

Download this fax cover sheet (PDF) and follow the instructions to fax a voided check to Greater Giving at 503-597-0580. Greater Giving will not accept starter checks..

OPTION 2:

Greater Giving will accept a letter from your bank confirming your organization's account. The letter must be on bank letterhead and must include your legal organization’s name, address, routing and account number. The bank letter must include bank contact information, including the name, title, and phone number.

Your requests will be processed by the end of the 2nd business day following receipt of the banking update.

For security reasons, email submissions are not accepted.

How do I change add contacts that receive copies of my Online Payments statements?

Please contact our Client Services department at 1.866.269.8151 to make changes to contacts used by Greater Giving.

Can I pay my Online Payments set-up fee invoice with a credit card online?

Fill out the Account Payments form. A receipt will be sent to the client via e-mail.

How do I contact Greater Giving about a question I have regarding an invoice?

You can contact the billing department at Greater Giving by e-mailing accounting@greatergiving.com  or call 503.597.0378 and ask for accounts receivable and billing.