Recurring Gift Management Manual Chapter

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Recurring Gift Management Manual The Salvation Army Southern Territorial Headquarters ©2016 InterChange University

Transcript of Recurring Gift Management Manual Chapter

Recurring Gift Management

Manual

The Salvation Army Southern Territorial Headquarters ©2016 InterChange University

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Table of Contents

Recurring Gift Management in LO .................................................................................................................................... 2

Finding a Recurring Gift Transaction .............................................................................................................................. 3

Set up an Offline Recurring Gift ......................................................................................................................................... 5

Changing Credit Card Information ................................................................................................................................... 9

Changing elements of a Recurring Gift ......................................................................................................................... 11

Cancelling a Recurring Gift ................................................................................................................................................ 12

Job Aids ...................................................................................................................................................................................... 18

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Recurring Gift Management in LO

Definition:

A recurring gift (also referred to as a sustaining gift or multiple payments) is a donation with

multiple ongoing payments, including: payments of a specific amount that occur over a defined

interval that may or may not have an end date, or equal installments of a specific amount.

Rules:

All recurring gifts should be set up and processed in BBLO

No recurring gifts should be set up in the National CRM (NCRM)

If a donor’s credit card needs to be updated, the update must only be done in BBLO

Recurring gifts that need to be cancelled should be cancelled in BBLO and then cancelled in

the NCRM

Things to remember:

*Please note that this manual was created based on information and guidelines set up by National

Headquarters.

After a recurring gift is cancelled, it is no longer searchable.

The only way you can access a cancelled recurring gift is to go to the donor’s constituent

record.

Once a gift is cancelled, it is cancelled forever and cannot be reactivated.

There is no way to hold or freeze a recurring gift (but you can skip a payment and you can

change the transaction date to a different one in the future).

If the designation on a recurring gift needs to be changed, the existing record must be

cancelled and a new recurring gift set up. *There is no way to switch a designation on an

active recurring gift.

If entering in a recurring gift offline (using either the National Form or an approved offline

Donation Form in LO) and you DO NOT have the donor’s email address (or the donor does not

want to provide on), please make up a FAKE email address or else the donation cannot be

processed.

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Finding a Recurring Gift Transaction To locate a recurring/sustain gift, take the following actions:

1. Under the Constituent360 Navigation tab, choose the Constituents option from the menu

bar.

2. Type in the search criteria for your constituent and click Find.

3. Click the View hyperlink adjacent to the constituent name.

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4. Go to the Transactions tab on the constituent record. Under the Sustaining Gifts area, you

will see any and all sustaining gifts that this donor has made and pertinent information

about the sustaining gift.

What do those icons mean?

=Edit

=Refresh

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Set up an Offline Recurring Gift When constituents make online recurring donations from a TSA website, an online donation form is

used to process the recurring gift. Then the donor’s transaction information is added to his/her

constituent record automatically. At times, however, you may need to enter in recurring gifts

manually or offline. For example, if your website goes down temporarily or if a constituent phones

you to let you know that he/she is having difficulty entering in a donation online, the donation may

need to be entered in by you.

The easiest and most efficient way to enter in a new recurring gift manually is to go to the National

Salvation Army website and enter the donor’s information via the National Donation Form. To do

this:

1. Go to salvationarmyusa.org and click the Donate button in the upper right-hand corner of

the site.

2. Using the online Donation Form, choose the recurring gift frequency and amount, enter in

the donor’s credit card information, and then click the Submit Donation button. The

donation has now been processed.

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You can also enter in the donation using an approved Offline Donation Form. To do this:

1. Go to the donor’s record. Then click on the Transactions tab.

2. Under the section “Gift Entry,” choose the approved offline donation form from the drop-

down menu. Then click Go.

Things to remember:

3.

If you’re unsure of the offline Donation Form that you need to use, contact the Support Services Team:

[email protected] or 1-877-267-8409.

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3. You will now be taken to the approved Offline Donation Form. Here, you’ll enter in the

constituent’s donation, personal, and billing information.

4. Once you’ve entered in all of the required information, click Submit.

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5. You will now see all of the information you’ve entered condensed onto one, easy-to-read

form. If it is correct, click Process. If you need to edit information, click the Previous button.

6. Once you Process the donation via the Offline Donation Form, you will then see the

constituent’s record updated accordingly with the recurring gift information you’ve

processed.

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Changing Credit Card Information Sometimes, donors will need to update their credit card information for their recurring gifts. They

may choose to charge their recurring gift on a different credit card than the one the gift was

originally set up with or they may have been issued a new card with new numbers and/or a new

expiration date. The Salvation Army subscribes to a Credit Card Updater-this is a service that

automatically updates donor’s credit card information when this information is available. However,

there still may be times when you’ll need to update information manually.

To manually update a donor’s credit card information, take the following actions:

1. Locate the transactional information on the donor’s constituent record. To update the

credit card information, click the icon.

Updating CC information

2.

When you update any credit card information (for example, an expiration date, address,

etc.), you’ll need to reenter the card type, the entire credit card number and the CVV into

the appropriate fields, even if this particular information does not need to be updated.

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3. You will then be redirected to the Sustaining Gifts tab. In the “Billing Information”

section, you will see the last 4 digits of the donor’s credit card information and other

important information about the form of payment. Click the button entitled Enter New

Credit Card.

4. Now, under Billing Information you will see fields appear where you can enter in the

new credit card information. Click Update Billing Information when you’re done.

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Changing elements of a Recurring Gift There are three elements of a recurring gift that you can modify:

1. Gift Amount

2. Gift Duration (i.e.: forever or for a fixed number of payments)

3. Gift Date (the date the credit card is charged)

Please note that you cannot modify frequency of a recurring gift. If a donor needs the frequency of

his/her gift modified (for example, they’d like to give quarterly instead of monthly), you’ll need to

cancel the current recurring gift and set up a new one. (Please see the respectively named parts of

this manual for more information about how to do this.) You can use the Skip Next Payment feature

to modify one payment, but all future payments will not be affected. For example, for a recurring

monthly gift, you can skip the next payment and modify the gift date to change the date of the next

credit card charge, but you can’t change the fact that the charge will then resume on a monthly

basis.

1. To modify Gift Amount, Gift Duration or Gift Date, first access the sustaining gift information

and then click on the respective hyperlink.

2. Enter in the correct information and then click the Finish button.

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Cancelling a Recurring Gift At times, a donor will call you to cancel a gift or you may need to cancel a gift to set up a recurring

gift with a different frequency. Here’s how you cancel a recurring gift:

1. First, you’ll need to access the recurring gift information. Near the bottom of the screen

you’ll see a Cancellation Information section.

2. You MUST choose the appropriate radio button in the Sustaining Gift Details area, you MUST

enter in your name and the reason for cancellation in the Additional Comments box and you

MUST click the Cancel Sustaining Gift button in order for the gift to be cancelled. *Please

note: Changing the donation amount to $0, editing the “Next Payment Date” to a date in the

past, or changing the number of future payments to 0 are NOT acceptable ways to cancel a

recurring gift.

Cancelled in BBLO…

…does not mean that the gift is terminated elsewhere. In fact, gifts terminated in Luminate

Online are NOT automatically cancelled in NCRM. If you cancel a gift in BBLO, you’ll need to

cancel it in NCRM as well. Please see the next page for more information on how to do this.

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3. Now log into the NCRM and locate the donor’s record. Using the Member ID from BBLO and

inserting it into the Lookup ID field in the NCRM is the fastest way to locate a constituent’s

record.

4. Locate the recurring gift you need to cancel and click on its hyperlink.

5. Once on the payment page, click Edit status under the Tasks bar and then choose

“Terminated” from the drop-down menu.

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Refunding a Recurring Gift To refund a recurring gift, there are several steps you must take. Please be sure to follow all the

steps listed here or else the record of the refund will be erroneous, resulting in inaccuracies.

1. First, find the payment that needs to be refunded on the donor’s constituent record (It will

be under the Transactions tab at the very bottom of the screen). *Please note you must

select a singular payment to refund. Click the Refund hyperlink adjacent to the payment that

needs to be refunded.

2. Notice that in the Refund Transaction screen, you can do 1. A Full Refund 2. A Partial Refund

and 3. Choose a Refund Method. When you’ve entered in the correct information, click

Submit.

1

2

3

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Partial Refunds…

5.

3. Now, you’ll need to update the donor’s record in the NCRM for reporting purposes. The

easiest and most efficient way to locate the donor’s records in the NCRM is to use the

Member ID found on the donor’s record in LO. So, first, locate the donor’s Member ID…

4. …then, when you access the NCRM, type the Member ID into the Lookup ID field in the

NCRM to conduct a constituent search. The correct donor will then appear in your results.

Click on the donor’s name to take you to his/her record.

Make sure that if you do a partial refund that you fill out the refund amount in the appropriate

field. You will also want to record this amount as it will also need to be updated in the NCRM.

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5. Once you get to the donor’s record, locate the donation that you refunded in Luminate

Online. Click on the Recurring gift payment hyperlink.

6. You will then be taken to the Payment Page for this specific donation. Click on the Edit

payment hyperlink under the Tasks bar.

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7. Update both the Amount and Applied amounts to $0 for a full refund or the amount of your

partial refund (if applicable) and then press Save. You have now updated the donor’s

information in the NCRM to reflect the refund you processed in Luminate Online.

Refund in LO, Update in NCRM

Once you refund the gift in LO, you DO NOT then also refund it in NCRM-you only update the

payment information so that there is a record in the NCRM that you have refunded the gift in LO.

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Job Aids

Finding a Recurring Gift Transaction 1. Under the Constituent360 Navigation tab, choose the Constituents option from the menu

bar.

2. Type in the search criteria for your constituent and click Find.

3. Click the View hyperlink adjacent to the constituent name.

4. Go to the Transactions tab on the constituent record. Under the Sustaining Gifts area, you

will see any and all sustaining gifts that this donor has made and pertinent information

about the sustaining gift.

Set up an Offline Recurring Gift 1. From the National Donation Form:

a. Access the National Form by going to salvationarmyusa.org. Click Donate.

b. Enter in the donor’s personal, billing and recurring gift information and then click

Submit.

2. From an Offline Donation Form in BBLO:

a. Go to the donor’s record. Then click on the Transactions tab.

b. Under the section “Gift Entry,” choose the approved offline donation form from the drop-

down menu. Then click Go.

c. You will now be taken to the Offline Donation Form. Here, you’ll enter in the

constituent’s donation, personal, and billing information.

d. Once you’ve entered in all of the required information, click Submit.

e. You will now see all of the information you’ve entered condensed onto one, easy-to-read

form. If it is correct, click Process. If you need to edit information, click Previous.

f. Once you Process the donation via the Offline Donation Form, you will then see the

constituent’s record updated accordingly with the recurring gift information you’ve

processed.

Changing Credit Card Information 1. Locate the transactional information on the donor’s constituent record. To update the credit

card information, click the Edit icon.

2. In the Billing Information section, click the button entitled Enter New Credit Card.

3. Now, under Billing Information you will see fields appear where you can enter in the new

credit card information. Click Update Billing Information when you’re done.

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Changing elements of a recurring gift 1. To modify Gift Amount, Gift Duration or Gift Date, first access the sustaining gift information

and then click on the respective hyperlink.

2. Enter in the relevant information and click Finish.

Cancelling a Recurring Gift 1. First, you’ll need to access the recurring gift information. Near the bottom of the screen

you’ll see a Cancellation Information section.

2. You MUST choose the appropriate radio button in the Sustaining Gift Details area, you MUST

enter in your name and the reason for cancellation in the Additional Comments box, and

you must click the Cancel Sustaining Gift button in order for the gift to be cancelled.

3. Go into the NCRM and find the donor’s record.

4. Locate the recurring donation and click on the donation hyperlink.

5. Once on the Recurring Gift payment page, click Edit Status and choose “Terminated” from

the drop-down menu.

Refunding a Recurring Gift 1. First, find the payment that needs to be refunded on the donor’s constituent record. Click

the Refund hyperlink adjacent to the payment that needs to be refunded.

2. Notice that in the Refund Transaction screen, you can do 1. A Full Refund 2. A Partial Refund

and 3. Choose a Refund Method. When you’ve entered in the correct information, click

Submit.

3. Now, you’ll need to update the donor’s record in the NCRM for reporting purposes. Locate

the donor’s Member ID in BBLO.

4. Access the NCRM and conduct a Constituent Search. Type the Member ID from LO into the

Lookup ID field in the NCRM and search. The correct donor will then appear in your results.

Click on the donor’s name to take you to his/her record

5. Once you get to the donor’s record, locate the donation that you refunded in Luminate

Online. Click on the Recurring gift payment hyperlink.

6. You will then be taken to the Payment Page for this specific donation. Click on the Edit

payment hyperlink under the Tasks bar.

7. Update both the Amount and Receipt amounts to $0 for a full refund or the amount of your

partial refund if applicable and then press Save. You have now updated the donor’s

information in the NCRM to reflect the refund you processed in Luminate Online.