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Charities Questions - FAQ For Charities

Here are some of the most frequently asked questions from our charities. If you can't find your question below, please get in touch.

Update 18/04/2020: 0% platform fee for all charities during the remaining period of the government lockdown thanks to our parent company, Virgin Money, offering to cover these.

COVID-19

Depending on whether it's your own charity event or an event open to a number of charities, will depend on what you need to do.

Mass participation events - We've got this one covered. As soon as we're notified of any change to an event like the Virgin Money London Marathon, we'll update things our end - and fundraising pages will be updated automatically. All you need to do is contact your supporters to make sure they're aware of the date change.

You can find your supporters' details through the New Reporting tool, or by using the Supporter Search tool.

Personal Challenges - For fundraisers who are completing a personal challenge, they can update the event date within their account. They'll need to sign in, and head to the 'My Fundraising' section of their account. Simply edit the page closure date under the relevant challenge, and the page will remain open for as long as you need.

Charity Own Events - This can be done through your charity portal and will automatically update your fundraising pages. Sign in and select 'Events' and 'Update events' from the navigation menu. Choose the Event you'd like to edit, and 'View details' to find the date on page 1. Don't forget to notify your supporters of the new date too, their details can be found in either the New Reporting or Supporter Search tools.

Sign in to your Charity account, click on ‘Events’ from the navigation menu and select ‘Update events’. Select the event you’d like to amend, and click on ‘View details’.

Edit the date on the first page, and click through to change any other details, before pressing ‘Save changes’.

The changes you make will be reflected on the fundraisers’ pages linked to the event.

You can find your fundraisers’ details in your Charity account, first clicking on ‘New Reporting BETA’ from the navigation menu.

Run a ‘Fundraising pages’ report, select the time period to search, and even add the event name to search against.

You’ll produce a spreadsheet with all pages created, and can find your fundraisers’ names by heading to column AU. Continue scrolling to see the postal address, and find the email in column BD.

We don’t currently offer this service as we pass the money to our charities within a week of receiving the donation. Once the money has left us we ask donors to contact the charity who will take a decision whether to refund directly.

We transfer donations to you each week. If a donor has requested a refund, and we have transferred the money to you, we won’t be able to refund the donor directly. To locate the donation details please use the New Reporting BETA – running either a Donations or Payments report. This will confirm the net amount received of any donation, and include the contact details should you need to issue a refund by cheque.

Sign in to your Charity account, and click on New Reporting BETA from the navigation menu. Click on ‘Payments’ and scroll down to select a time period, and hit ‘Download’.

You’ll produce a spreadsheet with all donation details across the time period searched. Scroll across to column O to view the ‘net amount’, and your donors’ details begin on column W. To locate an individual supporter you can press Ctrl + F to search for the donor’s surname (column X). You’ll see their email and postal addresses to the right of this too (columns Z – AE).

Using these details, you can verify that the request is from a legitimate donor and could issue a cheque in the post – or make a PayPal transfer, depending on what suits the supporter.

If you’ve received Gift Aid from a refunded donation, please contact the HMRC directly to arrange a return of this money.

Absolutely, charities need our help more than ever – our team of Account Managers and Charity Helpdesk are on hand.

We take business continuity very seriously, and adhere to the same processes and oversight as our parent company, Virgin Money. We’ll continue to review and update our plan as the situation unfolds to ensure continuous service and customer support.

Your Charity Account

It's really easy to update your charity's page.

Here are some of the things you can do:

  • Update, delete, or add new wording.
  • Change your logo.
  • Pick your own colour for your charity pages.
  • Add and remove entire pages.
  • Update, cancel or add new fundraising events.
  • Change your contact details, registered or administration address.
  • Change the categories your charity is listed under or the description that appears in search results.

If your charity is already registered but you can’t remember the password, you can reset it here.

If you’ve forgotten the registered email address, please call us on 03456 01 10 45. We’ll confirm some secure information and then get it sorted.

It’s up to you how long your fundraising events are shown on Virgin Money Giving – you can set and change the dates easily from your charity’s account whenever you like.

This gives you the flexibility to set up events in advance and only show them to fundraisers when you’re ready, or set cut-off points for joining events so you have time to send fundraisers all the information they need.

Whether you’re jazzing up your homepage or designing a campaign, images can give your fundraising the wow factor.

If they're saved on your computer, upload them to an image hosting website. There are plenty to choose from - such as Google Photos and Flickr - and they all safely store your photos online.

When you’ve uploaded your image, right click to copy the address or URL (we’ll use this to add the photo to our VMG page).

If you're using an image that's already on your charity's website, just right click and choose 'Copy image address' (for Google Chrome) or take the URL via 'Properties' (Internet Explorer).

Now we’re ready to add this using the textbox on Virgin Money Giving.

Paste the URL using the tree icon within the textbox. Add a description if needed and use the 'Appearance' tab to change the image size. Click 'Insert' to save the changes and if amendments are needed, right click and choose 'Insert/edit image'.

Yes. You can add your charity’s logo and wording to your Virgin Money Giving page, and change the font size and colour of the text. You can also add photos and include links to other websites. If there isn’t enough room on your main page for everything you want to say, you can add as many extra pages as you like.

Your charity’s logo and description will also appear in search results and on the pages of fundraisers who choose to support you, and you can add a personalised message to the thank you messages we automatically send to fundraisers and donors. You can also pick your own colour for your charity pages.

Payments and Fees

To see what you’ve been paid, sign in to your charity account and choose 'New reporting BETA' from the menu.

Select the 'Payments' report, choose a time period and hit 'Download'.

You can produce a CSV or XLSS file and use the 'Date paid to charity' and 'Amount received by charity' columns to view each payment.

And you can stay in the loop with our email alerts – we’ll let you know each time a payment is made.

Donations are paid weekly, landing in your bank account on a Wednesday.

Charities need to have at least one bank account registered with us so we can process donations, but you can add as many extra bank accounts as you like.

You can choose to have different accounts for different fundraising events or one account for everything – it’s completely up to you.

Our new BETA reporting tool allows you to reconcile the payments we make to you quickly and easily, with a full breakdown of every transaction.

Sign in to use our New Reporting tool, select the Payments report and follow the online instructions.

Once you've downloaded a report, you'll just need to add up the 'amount received by charity' column.

Gift Aid is paid within a week of us receiving the funds from the HMRC. There’ll be roughly one payment each month.

Charities receive their donated funds once a week (less our fees).

We pay Gift Aid to you within a week of receiving it from HMRC.

Yes – whenever someone makes a donation or sponsors a friend we’ll ask if they’re eligible for Gift Aid.

If they are and agree to claim Gift Aid, we’ll reclaim the Gift Aid from HMRC and it will be passed on to the charity in full.

Gift Aid is the simple way to increase the size of your donation, and because it’s reclaimed from the Government it won’t cost you any extra.

Find out more about Gift Aid here.

See a breakdown of our charity fees.

Remember, because Virgin Money Giving is not-for-profit, the fees we charge will only ever go towards running Virgin Money Giving and making it better for our customers. Also, these fees only apply to charities – our website is completely free for fundraisers and donors to use.

The only fee which is subject to VAT is the one-off £150 start-up fee paid by every charity when they register with us.

There’s no VAT on our card or service fees.

Because Virgin Money Giving is not-for-profit, our fees are just enough to cover our operating costs. Should we make any money over and above this in future, we’ll always use it to reduce our fees further or improve our services.

Although we can't promise that our running costs won't rise in the future (for example if card companies increase their handling fees), you can rest assured our fees will always be as low as possible and we don’t aim to make a penny.

Reports and insight

Managing fundraisers just got a whole lot easier with the ‘Supporter search’ tool.

Enter a name or email address, select a time period and hit ‘Search’ to bring up all pages created.

For each supporter you’ll see:

  • Their email and postal address
  • The amount raised
  • Gift Aid
  • The event type
  • A page URL
  • Marketing consent

In your charity account you’ll find three options – fundraising pages, donations and payments.

Fundraising pages – get a snapshot of who’s supporting you, total funds raised and contact details so you can stay in touch.

Donations – see where your support is coming from, which events and campaigns are performing well and find contact details for those who want to learn more about you.

Payments – view a report containing payments over the week, month or year and a breakdown of transactions and Gift Aid.

For a list of what’s available in the reporting, please click here.

Yes - creating your own reports is simple with our data templates. Get started by loading up the New Reporting, choosing a report type and clicking on 'Create or manage data templates'.

To customise your report, you can:

  • Give the report a unique name
  • Select which data fields are included
  • Rename the data fields
  • Change the order the data is displayed in

Save the template, and each time you visit the reporting you can apply it to your selected report type.

There are two ways you can find out information about your fundraisers and donors.

To get exact numbers you can run a report whenever you like - for example find out how much money has been raised by new fundraisers in the last month.

Or set up email alerts and we'll automatically email you every time someone new decides to support your charity or you receive a donation over a certain amount.

When people sign up to Virgin Money Giving or make a donation, we’ll ask their permission to use their contact details.

If they’re happy to be contacted by charities, you can get in touch by email.

Absolutely. You can also choose which alerts to receive. From notifications about new fundraisers to payment updates, we'll cover it. Just sign in to your charity account, select 'Email alerts' from the left hand menu and choose the ones you'd like. Decide who needs to be in the loop, hit 'Save' and we'll take care of the rest.

Yes.

We offer 3 different types of reporting – standard, flexible and custom. When you use flexible or custom reporting you can set up to 20 custom codes for your charity. That’s 5 each for donors, fundraisers, fundraising pages and events.

And better still, we’ll save your codes for you so you don’t have to type them in again next time.

Yes, within your charity reports you’ll find data on each Company hub.

Registering on Virgin Money Giving

To complete the registration, you need to email us four documents:

CHV1 form - this enables us to claim Gift Aid on the donations you get. Please complete pages 1 and 6 and make sure the declaration is signed by your charity’s HMRC-recognised official.

Gift Aid confirmation – please send us a copy of an HMRC-headed letter that shows your charity’s name and reference. Or, you can send a screenshot from your Gateway account.

Bank details form – please complete a form for each bank account you’d like to register. They must also be signed by two charity officials.

Supporting bank evidence – please send us a copy of a recent bank statement, voided cheque or paying-in slip.

Once you’ve completed the checklist and paperwork, we’ll have you up and running in no time.

To make it easier for you to give us permission to collect Gift Aid on your behalf, we've created a special copy of the 'Charities: change of details form (ChV1)'.

Every charity with its own registered charity number will need to register with Virgin Money Giving separately. If you’re unsure, please check with your charity’s head office first.

Donor Covers Fee

We will add the following information to existing columns in your Payment Report:

  • Donor covers fee column in column H

Yes, regular donors who set up a regular payment from 1 September 2019 can opt into Donor Covers Fee and cover 100% of your fees. Existing regular donors who set up their regular payment before 1 September 2019 will need to cancel their current regular donation and set up a new one to opt into Donor Covers Fee.

To explain Donor Covers Fee, we would suggest saying:

"’Donor Covers Fee is a feature giving you the option to cover the fees we pay Virgin Money Giving for providing a safe and simple way for people to give online. Virgin Money Giving doesn’t make a profit from what they do, but they do need to charge a small 2% platform fee and a 2.5% payment processing fee to keep developing their service for us. Covering the fees means 100% of your donation will reach us at the charity, making an even bigger impact.’"

Yes, however not for specific campaigns or events, please contact theteam@virginmoneygiving.com.

It covers both the platform fee (2%) and the Payment Processing Fee (2.5%). When a donor opts to cover your fees, it means you receive 100% of the donation.

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