When organizations undergo our verification process to participate in a Giving Day, they are required to enter bank account information. This is to ensure they can receive their funds via direct deposit.

Stripe, our payment processor, will attempt to send the funds to the account number exactly as entered by the organization. If this information is incorrect or the account is closed, it will result in a failed transfer of these funds. When funds fail to transfer to an organization’s bank account, they are held in GiveGab’s Stripe balance until the correct bank account information is added. Once a Stripe account has been updated with the correct bank account information, Stripe will retry the transfer automatically.

Communication Timeline

Upon receiving notification of a failed transfer, a GiveGab Customer Success Team member will reach out to the administrators on file for the organization to alert them of the failed deposit. The Customer Success team will contact this organization on a weekly basis for a total of 4 times before requesting involvement from the partner.

If after 4 weeks we have not yet successfully connected with the organization, we will ask you to contact them directly. We understand that organizations may view partners as a more credible source, especially if they are wary of prompts to update sensitive information! GiveGab provides an email template for this communication.

GiveGab will give the organization two weeks after your communication to contact the Customer Success Team and correct their information. After two weeks with no response, you can either collect the funds on the organization's behalf to disperse to them or allow the Customer Success Team to refund the donations back to the donors.

Our goal is to ensure the organizations participating in your Giving Day receive their much-deserved funds in a timely manner and feel supported in doing so!