Frequently Asked Questions
Does the church receive the full donation?
Yes. The storefront receives 100% of the donation amount. The donation processing fee is paid separately by the customer.
Is the processing fee deducted from the donation?
No. The processing fee is added to the customer’s order and is never deducted from the donation amount.
How is the processing fee calculated?
The fee is based on:
- The storefront’s membership plan.
- A fixed $0.30 transaction fee.
Do donations require a separate payout request?
No. Donations are automatically included with the storefront’s regular payout once they become available.
Can customers use promo codes or gift cards toward donations?
No. Donations and donation processing fees are excluded from coupons, promo codes, and gift cards.
Are donations refundable?
No. Donations and donation processing fees cannot be refunded once payment has been completed.
What happens if products from the order are refunded?
Refunding products does not affect the donation. The donation and donation processing fee remain unchanged.
Why doesn’t the donation option appear during checkout?
Checkout Donations are only available when the customer’s cart contains products from a single storefront.
Troubleshooting
| Issue | Resolution |
|---|---|
| Donation option is missing | Verify the cart contains products from only one storefront. |
| Customer asks why a processing fee was added | Explain that the fee helps cover payment processing costs and is charged separately from the donation. |
| Church asks why they received less than the customer paid | Explain that the storefront receives the full donation amount. The additional processing fee is retained separately and is not deducted from the donation. |
| Customer requests a refund for a donation | Advise that donations and donation processing fees are non-refundable after payment. |
Internal Notes
- Checkout Donations are processed independently from product earnings but use the same payout workflow.
- The processing fee applied to an order is saved at the time of purchase and does not change if membership plan fees are updated later.
- Donation reporting is available through the Payouts Dashboard, including the Donation Summary and Donation Payout Timeline.
- Do not manually adjust donation payouts or promise exceptions without approval from the development or leadership team.