A donor submitted a donation and wants a refund the same day, but why don’t I see the refund option?

Since the gift has not yet settled, you will not see a refund option. You can instead void the transaction and the donation will not process. Click here for more information on how to void a transaction.

Am I considered PCI compliant if I have an SSL certificate for my organization’s website?

No. The Giving portal is hosted by OSV and is completely outside of your website. An SSL certificate on your website would have no impact on PCI compliance pertaining to accepting credit card payments through OSV Giving.

Are there any Giving resources I can download?

Yes, go to Resources in the left-hand menu and click “View” for Quarterly Online Giving Promotional Materials.

Can I add a logo to my public Funds page?

Yes, to add your logo, log into the Hub as an admin and go to Settings. Under Organization Settings, click the Upload Logo icon or click the pencil icon on the current logo.

Click Select File (.png or .jpg) to choose a file from your computer.

You have the option to crop the image before upload. Once you are done cropping, click Upload. The logo will now appear under your Organization Settings and on your public Funds page.

Can I change the stained-glass window image that appears on my public Funds page?

Yes. Log into the Hub as an admin and go to Settings. Under Organization Settings, click the kebab and choose Change Public Image.

Click Continue, and then click to select one of the preloaded images or click the Upload Image option to upload your own image.

Click Save Image to complete the change.

Can I customize the colors of OSV Hub to match my organization?

At this time we do not support any customization within OSV Hub.

Can I link an account from Directory to a new Managed Account?

Yes, in Giving, you will need to go to Accounts and Add Managed Account, which will search the existing directory.

For more information, click here.

Can I print a tax statement for a self-managed account?

Yes, go to Accounts and search for the donor. Click on their name after they populate in the search results. On the next screen, click on the kebab (three dots) to the right of their name and select Tax Report.

For more information, click here.

Can I set or change images for my Funds?

Yes, you can set images for your funds and change the set images at any time. For more information, click here.

NOTE: By uploading an image, you state that you own or otherwise control all the rights to the image. You are also free to use any of the images OSV provides, located here.

Can you explain the data that the Online Giving Donors card is showing?

The Online Giving Donors card provides a snapshot of the giving history for the last 12 months. You can see the average amount of the current month’s contributions (as well as the percent change from the previous month); the current number of Active Donors; and a graph showing the trends for donors and first time donors. You can hover over the graph lines for each month to see the donor numbers for that month.

Do I need to schedule a fund date?

A fund beginning or end date is not needed unless you want the fund to start or stop on a particular day. If you would like the fund available right away, it just needs to be made live. A live fund with no dates will be visible immediately on the donor page. Please note: A fund must be live to be activated on the scheduled start date; a fund in “draft” status will not be activated.

Do organizations using third-party service providers have to be PCI DSS compliant?

Yes. Using a third-party service provider does not exclude a company from PCI DSS compliance.

Does a managed account have to use the default Managed Account Email Address?

No. When you create a managed account, it will use the Managed Account Email Address by default. You can manually change it to the donor’s email address from within their account so that the donor will receive the confirmation emails of when donations are being processed.

For more information on the Managed Account Email Address setting, click here.

Does OSV Giving support multiple bank accounts?

At this time, we do not accept multiple bank accounts. Please vote on the multiple bank account feature using our customer feedback portal. Click here for more information.

Does PCI DSS compliance apply if we do not store credit card information?

Yes. If you accept credit or debit cards as a form of payment, then PCI DSS applies.

How can I add a managed giver account?

Click on Accounts, and on the far right of the Recent Activity section, click on Add Managed Account.

For more information, click here.

How can I change the frequency of the Admin Summary?

Hover the mouse over your name in the top right-hand corner and click on “My Profile.” Under Giving, the Admin Summary can be enabled/disabled. If enabled, the frequency can be changed to Daily, Weekly, or Monthly.

How can I customize my email invitation?

Customize your email invitation by going into Giving in the Hub and then clicking on “Invitations” in the left-hand menu. Select the three dots on the right and choose Customize Invitation Email. Click here for additional information and guides.

How can I find a pledge balance?

In Giving, go to Reporting and select Pledge Report. From there, determine what other specifics you wish for this specific data.

For more information, click here.

How can I merge donor accounts?

If a donor is using the same email address, that merge is happening automatically. At this time we do not support merging accounts with different email addresses. Please vote on the merge feature using our customer feedback portal. Click here for more information.

How can I re-send my email invitation?

Email invitations can be re-sent using the checkboxes on the Invitations page in Giving. You can select an individual person and choose to send one invitation, or you can use the main checkbox at the top and select every person to re-send to. You will only be re-sending invitations to donors who have not already accepted the invitation. Once they have accepted, they are removed from the send email list. Click here for additional information and guides.

How can I see who has accepted my email invitation?

Accepted invitations can be seen using the filters on Invitations in Giving. Remove any current filters and select the filters button. Select “Include” on “Invitation Accepted” and then apply. Click here for additional information and guides.

How can I tell a self-managed account apart from a managed giver?

Under Accounts in the left-hand Giving menu, each donor will have an icon next to their name. A person icon indicates a self-managed account. A person with a gear icon indicates a managed giver.

How can I view mobile contributions given via Text to Give only?

The Giving Detail report allows for the option to select Fund Source. Only “Mobile Text Contribution” will need to be selected prior to running the report.

For more information, click here.

How do I check or enter envelope numbers for donors?

There are a few different ways to check and see if a donor has envelope numbers:

  • There is a verification banner that will appear at the top of the Giving Dashboard and under Accounts.
Missing envelope numbers
  • By going to Accounts and clicking search, this will populate each member of the organization. There is a dedicated column that shows if a donor has an envelope number.
  • Run the Donor List report.
  • When downloading an Export file, the admin will be prompted to enter an envelope number for any donor who is missing one.

How do I edit a fund?

To edit a fund, go to Giving, then Funds. Once there, click on the fund in need of editing, and then go to the far right kebabs (three dots).

For more information, click here.

How do I invite new donors?

New donors can be invited through an email invitation in Giving. Click here to see the articles available to help load a file, customize messages, and view and manage your invitations.

How do I match a Online Giving Family to a Directory Family?

In Giving select “Match Accounts” to match any unmatched accounts to Directory.

For more information read this article.

How do I pause a donor’s donation?

To pause a gift for a donor, go to Giving > Accounts and search for the donor by name, email address, or envelope number. Once they populate in the search results, click on their name. The next screen will have a section called “Upcoming Contributions.” Click on the kebab (three dots) to the far right of the gift and click “Pause Gift.”

For more information, click here.

How do I put a fund in draft mode?

A fund can be made a draft during fund setup by selecting the checkbox to “Set Fund to Draft.” If a fund is live and has no donations processed yet, it is able to be changed back to draft mode through the “Edit Fund Settings” menu option within the fund details page.

How do I reactivate an archived fund?

Go to the Archived Funds section under Giving > Funds. Click on the kebab (three dots) to the far right of the fund that needs to be activated. Select “Reactivate,” confirm the fund name, and click the purple Reactivate button.

For more information, click here.

How do I use the Reconcile Batches page?

The Reconcile Batches page provides the ability to keep a record of all the batches that have cleared your bank account by “check-marking” the batch. It will save the check mark and will always show that batch as having been reconciled unless you click to remove the check mark. For more details on Reconciliation, please see Reconciliation Report.

I completed my PCI questionnaire before the expiration date, but a new expiration date wasn’t generated. Why?

If the PCI questionnaire is completed prior to the current validation expiring, the date of the validation will update once the current validation date is reached. It will then reflect the newest date of validation.

If I have multiple locations, is each required to be PCI compliant?

If your organization locations process under the same tax ID, then typically you are only required to complete the Attestation of Compliance once annually for all locations.

Is there a campaign report?

Yes, in Giving, if your organization has a campaign set up, there will be a campaign report available to list transaction details.

For more information, click here.

Is there a report that allows me to see donors’ scheduled gifts?

Yes, the Online Gift Analysis report allows for future date frames to be used along with specific customization options for scheduled gifts.

Is there a report that shows who has paused or cancelled their donation?

Yes, the Online Gift Analysis report allows for specific gift statuses to be chosen, such as Cancelled, Suspended, or Paused.

For more information, click here.

Is there a report that will show if a donor is giving weekly, monthly, one time, etc.?

Yes. When you pull the Giving Detail report, you can download the CSV file, which will tell you the frequency of the recurring gift the parishioner is making.

To whom does PCI DSS compliance apply?

PCI DSS applies to ANY organization, regardless of size or number of transactions, that accepts, transmits, or stores any cardholder data. This includes organizations that only accept credit card payments through OSV’s Online Giving platform.

What are Gift Notes?

Gift Notes is a feature that allows your donors to make a note, or special intention, on their gift. Enabling this feature for a fund will give the donors a box on that fund that they can use to make a special notation.

Gift Notes are enabled/disabled at the individual fund level. For more information, click here.

To learn how to run a report on Gift Notes donors have entered into the system, click here.

What do I look at for a bank deposit discrepancy?

If you notice a discrepancy in your bank deposits versus your Reconciliation report, the best place to look for more information is the ACH Corrections and Rejections Report. This will show you any transactions that may have been removed from the batch either before or after it deposited. Click here for more information about this report.

What does ‘New Gifts Created’ mean on the Giving Summary card?

The number of “New Gifts Created” reflects the total number of newly scheduled gifts created in the system in the past seven days.

What does SAQ type A mean?

SAQ type A is for Ecommerce (card not present) merchants that have fully outsourced all cardholder data functions. This would be the type of compliance questionnaire you would complete when there is no electronic storage, processing, or transmission of any cardholder data on the merchant’s (your organization) systems or premises.

What happens when a fund is archived?

When a fund is archived, it will be removed from the public view and any gifts scheduled to it will be removed. An archived fund can always be reactivated in the future.

What is a ‘third-party service provider?’

In regards to PCI DSS compliance, a “third-party service provider” is an external person or company that provides a service or technology (for example, Paya Inc, which is the payment processor).

What is a Default Guest Envelope Number?

The Default Guest Envelope Number is an optional setting that, when enabled, will automatically populate the Envelope Number for all new and existing guest accounts that do not have an Envelope Number set.

You can learn more about the setting here.

What is a Fund?

In the Giving platform, a “Fund” is an online fund or collection set up for your donors to give to. You need to set up at least one fund and can set up as many as you like.

You can control the order in which the funds display on your public fund list page, and you can also feature one fund (which makes this fund bigger and automatically places it at the top of the list) if desired.

For information on how to set up a fund, click here.

What is a managed account?

Managed accounts are used when a donor would like the church to manage the account on the donor’s behalf. It is identical to a self-managed account except there are no credentials required.

For more information, click here.

What is a managed gift?

A managed gift is a gift created by the Giving admin on behalf of a donor. A managed gift can be added for both managed and self-managed accounts.

For more information on creating a managed gift, click here.

What is an Account?

In the Giving platform, an “Account” is any donor or giver who has registered an account and has at least scheduled a gift for your organization.

There are three types of accounts that can be tied to a donor: a self-managed (or regular) account, a managed account, and a guest donor. For more information on accounts, click here.

What is an Active Donor?

An Active Donor is any donor account that has given a gift in the past 90 days or that currently has a gift scheduled in the system.

What is an External ID?

An External ID is an additional field that can be made available for your donor accounts. This is most often used when your contribution software assigns a unique identifier outside of the envelope number. When this field is utilized, you will see the envelope number along with the External ID on the donor account screen, as well as the export of contributions if it is required by your software. To turn on the External ID field, go to Settings > Online Giving Settings > Edit Giving Settings.

What is an Internal Only Fund?

An internal fund is one that can only be seen my administrative users. A public fund that is made internal will still process any of the gifts scheduled to it when it was public, but donors will not be able to schedule any further gifts. Admins can still add gifts to a managed fund.

What is PCI DSS?

The Payment Card Industry Data Security Standard (PCI DSS) is a set of security standards designed to ensure that ALL companies that accept, process, store, or transmit credit card information maintain a secure environment.

What is the ‘Offset Processing Costs’ feature?

The ‘Offset Processing Costs’ feature is an optional setting that, when enabled, offers the option for donors to offset the credit card fees associated with their credit card gift by adding an additional amount on top of their gift. The amount is determined by an administrative user and can be percent-based (between 1-5 percent) or a flat dollar amount.

You can learn more about this feature here.

What is the Ecommerce processing method?

In the context of the PCI DSS compliance annual questionnaire, Ecommerce refers to transactions that are conducted electronically on the internet.

What is the processing method and how is it implemented?

In regards to the PCI DSS compliance annual questionnaire, your processing method is Ecommerce. For the implementation of the Ecommerce/shopping cart, the entire internet presence is outsourced.

What report should I run to manually post my donors’ contributions?

The Reconciliation report will show who contributed to a fund and to what batch the gift belongs. This report will break down what type of batch (ACH or Credit Card), give a fund summary, and show who gave. For more information on Reconciliation, click here.

What report should I use to reconcile my bank statement?

To reconcile your bank statement, you would use the Reconciliation report. You will want to include in the report both the ACH and Credit Card batches, and the Fund Summary and/or Batch Transaction Detail. For more information on Reconciliation, click here.

What’s the difference between a managed account and a managed gift?

A managed account is managed entirely by the church administrators and can only be accessed by a staff user account with the Giving Admin permission enabled.

A managed gift is a specific one-time or recurring donation that is being managed for a donor.

For more information, click here.

When would I select Smartphone/Tablet on the PCI compliance questionnaire?

In addition to selecting Ecommerce, you would also select Smartphone/Tablet if you are using a mobile Bluetooth card reader, which works with an app on a smartphone or tablet, to physically process credit card payments.

Where are this family’s contributions?

If you are looking for a family’s contributions but see only a blank screen like below

Click back to the family and select Contributions within the family screen. For most directory entries, contributions will be recorded at the family level and be the most accurate place for information.

Where does a donor see the Fund Description?

When you enter text in the Fund Description field, the donor will see that text below that fund on the public fund list page.

If the Fund Description is too long for the full text to be displayed, the donor can read the rest of the description by clicking on the fund text or image. This will take the donor to the detail page for the fund, which will display the full Fund Description.

Why can’t a donor edit a payment method?

For security reasons, Online Giving does not store credit card information. If a donor needs to edit the credit card or bank account number(s), the donor would add the new payment method, update the gift(s) to the new payment method, then delete the old payment method. The same steps can be followed by the admin for a managed account.

Why can’t I delete a payment method on file for a donor?

When trying to delete a payment method for a donor account, you may see the following error:

The payment method is associated with one or more scheduled gifts, paused gifts, or payments.

In this case, you would not be able to delete a payment method.

Why is PCI DSS important?

Payment Card Industry Data Security Standard compliance is important in helping to keep data secure and avoid data breaches.