How to handle refund requests from donors
Glass Register is funded solely by voluntary contributions made by donors. These contributions help us cover the cost of running the platform so that nonprofits receive 100 percent of every donation. While most donors choose to contribute intentionally, we understand that situations change and some donors may request a refund after completing their donation.
Can I issue a refund through my account? How does the voluntary contribution to Glass Register get refunded?
Many nonprofits ask whether they can issue a refund on their own through Glass Register or through Stripe, and whether the donor’s voluntary contribution will be included. At this time, refunds for voluntary contributions must be processed by our team. The donation to your nonprofit and the voluntary contribution to Glass Register are separate transactions. The donation goes directly to your organization, while the voluntary contribution supports our ability to keep the platform free.
What is the voluntary contribution to Glass Register?
Donors are invited to add a voluntary contribution on top of their donation at checkout. This contribution helps us cover operational costs so nonprofits never lose a cent to platform fees. For example, if a donor gives $500 to your organization, you receive the full $500. A donor may also choose to add a voluntary contribution to help us sustain this fee free model. Choosing not to contribute does not change the impact of their donation.
We encourage you to tell your donors that you choose Glass Register so that 100% of every donation goes to your nonprofit, not towards paying fees.
Our sole source of funding is voluntary contributions from donors. Their contribution keeps Glass Register free and helps more organizations like your own thrive! The donor may want to consider covering just the processing fees (typically about 3-5% of the amount of their donation) rather than the full suggested amount.
What to do when your donor requests a refund
When a donor requests a contribution refund, contact our team. Be sure to include all relevant details, like:
- The donor's name
- The donor's email
- The date of the transaction
- The amount they wish to be refunded.
Once you send the refund request to us, we will handle the refund directly. Note that refunds may take up to 5-10 days to appear on the donor's original payment method.
Important notes about voluntary contribution refunds
- Refunds apply only to the voluntary contribution made through Glass Register.
- The nonprofit donation itself is not refundable under this policy. Donors should contact the nonprofit directly if they need assistance with refunding the donation portion.
- Because payment processors charge non refundable fees, refunds are issued for the voluntary contribution amount minus processing fees. These fees typically range from three to five percent of the total transaction. Glass Register does not charge any administration fee.
- Requests made after sixty days may not be eligible for refund.
- We may not be able to issue a refund if the request appears fraudulent or abusive.
Communicating with your donors
If a donor reaches out to you with questions about a voluntary contribution, you may want to share that Glass Register is free for nonprofits thanks to optional contributions made by donors who help cover platform and processing costs. Their donation to your organization is always delivered in full, and the voluntary contribution simply helps sustain the model that makes this possible.
Related Articles
How to direct donors to a dedicated thank you page on your website
Glass Register provides two options for saying thank you to donors who give through your donation form: It can present a pop-up thank you message to the donor (Glass Register uses this as its default behaviour), or If your organization has set up a ...6 Ways to Supercharge Your Donation Form
Your new donation form is live and ready to go—amazing work! Now that you're set up, it's the perfect time to explore a few ways to make your form even more effective and engaging, and we can help you do it! Below, you’ll see six powerful features ...How to set your donation form to accept only monthly donations
This article describes how to create a donation form that only accepts monthly donations. When creating your donation form, choose either the Standard or Tribute Donation form template according to your preference. In your new form's list of fields, ...Add a Thermometer to Your Glass Register Donation Webform
Overview The Thermometer is a powerful social proof tool in Glass Register that visually displays your fundraising progress toward a campaign goal. It motivates donors by showing real-time contributions, including optional offsets for external gifts. ...How to adjust the One time and Monthly settings on your donation form
Glass Register forms can accept both one-time and monthly recurring donations. By default, Glass Register forms will be have the "Monthly" option pre-selected to encourage donors to consider making a greater commitment to your organization. However, ...
Societ Academy
Learn what you need to know, any time. Free!
- High quality training on demand - sessions are available every day, so you can access training that fits into your schedule.
- Training sessions that are easy to follow - helpful tips throughout each session, and access to training moderators ensure your questions get answered.
- A certificate of completion - you can request a certificate of completion for every session you attend.