when do payments go through?

[Lyda]

I hope I'm in the right forum. When someone donates money through our Click & Pledge online donation form, what is the process after that? When will the money show up in our bank account? A donor, donated $100 through our online donation form 4 days ago, and I don't see it in our account yet. I'm in the wrong forum sorry! please move to the right one.

[CnP.Support]

Good day Lyda

The general questions need to be posted to the Connect forum as that is the main product - the forms are all part of Connect. I moved this to the right channel..

Deposits should show up in your account in 48 hours after the deposit. Please let us know your account number with C&P so we can review the gateway. We will have our team contact the gateway that supports your account and will let you know the status. Typically it is your gateway that deposits the funds. We can find out what is going on once we can identify your gateway.

[CnP.Support]

Good day Lyda

We identified your account as being set up with iATS in Canada. We have research and sent iATS the information and just received the comment that you should have received the funds by now. The customer care team of iATS will be contacting you to figure out what is going on. Based on iATS you should have received the funds by now.

Please let us know if you do not hear from iATS in a timely manner.

[Lyda]

I have not heard from iATS yet, what steps can I take to have this sorted out today? I'm concerned. Where are payments going?

[Lyda]

I checked our bank account and the $100 is in there now. Does it typically take that long? and also.. isn't a percentage knocked off for processing? All $100 is there.

[CnP.Support]

Good day Lyda

Here is the policy for Canadian account which follows very closely the policy in US.

The deposit schedule for Canadian Accounts is as follows; the following timelines are provided as a guideline:

• Visa / MasterCard are deposited every 24-48 hours. This is a GROSS deposit. Fees are debited monthly.
• AMEX (CDN clients) every 24-48 hours. This is a GROSS deposit. Fees are debited monthly.
• Discover is deposited weekly on Thursday. This is a NET deposit (fees deducted prior to settlement).
• ACH weekly on Wednesday. This is a NET deposit (fees deducted prior to settlement).

We have followed up with iATS and are told they are scheduled to call you. Here is the excerpt of the email from iATS:

"I will have our Customer Care Team reach out to Green Teams of Canada regardless to ensure everything is as it should be with their bank account information on file, etc. A transaction completed on a Monday with a Visa card should have funds settled to the organization’s bank account by Wednesday, but it could depend on the processing time of the organization’s bank."

Hope that helps.

[Lyda]

So does GROSS deposit mean that if someone donates $100 through visa.. there is no fee deducted? but there is a fee deducted with Discover and ACH prior to deposit in our account? I thought a fee was deducted from every donation.

[CnP.Support]

Good day Lyda

As the previous email states: Fees are debited monthly

Fees are debited from your account at the end of the month. So $100 will deposit and at the end of the month the fee will be deducted from your account.

Hope that helps.

[CnP.Support]

Good day Lyda

We received a note from iATS that they have contacted you. Please let us know if you need more help.