GrowCurve Rebates

What is GrowCurve?

GrowCurve is Subsplash Giving’s commitment to providing the lowest gift processing rates in the industry. We want you to keep more money for your mission. With an app and giving package, gift processing starts at a low 2.3% and goes even lower as giving increases! Plus, there is no contract and no monthly fee.


How are giving and processing rates calculated? How does this lead to a rebate?

Giving and processing rates are calculated on a monthly basis, at the end of every month. We understand that giving can vary weekly so we look at the total monthly volume to determine the corresponding processing rate. If the monthly processing rate is lower than the rate(s) charged weekly, your church is eligible for a rebate!

Does this mean we might qualify for a rebate in some months but not in others?

Correct. Giving can vary each month and rebates are calculated on total volume and corresponding processing rates. Check out our suggestions on seven ways to encourage giving!

When will we get the rebate?

Subsplash issues rebates on a 45-day cycle. This allows time for our calculations, processing times, and any adjustments to gifts. Rebates are transferred to the client bank account that receives all other gifts.


How will I know when the rebate is issued?

You will receive an email with information about the rebate. Additionally, it will appear under Transfers in your Giving Dashboard, making reconciliation easy for your bookkeeper!

If I cancel service with Subsplash Giving, will I still get a rebate in 45 days?

No. Rebates are for active clients who processed gifts that month.

I have more questions about GrowCurve and rebates! Who can I ask?

Feel free to email support@subsplash.com with any questions you might have about Giving, GrowCurve, or rebates. We are here to serve you!

Getting Started with Giving Checklist

Here are some steps to take and resources to gather to make signing up for giving a breeze!

1. Individual to fill out the form MUST BE individual who typically signs contracts for the organization (when they sign-up, they are taking all legal responsibility for the account)

2. Make sure the individual includes their personal/direct email address for security reasons (after sign up, it is really easy to add more users!)

3. Legal contact’s birth date and the last four digits of SSN for the US or full SIN for Canada.

4. Bank account and routing number for fund deposits.

5. EIN for the US or Business ID number for Canada.

6. Tax Doc Submitted in The Church App Dashboard

    This is found under Settings ->Tax Info

Examples of documentation we can accept include:

  • Federal IRS letter verifying 501(c)(3) status
  • State letter certifying non-profit status within the State and that earnings are not benefitting shareholders or individuals
  • Certified copy of the certificate of incorporation or similar document that clearly establishes non-profit status

General FAQs

DOES SUBSPLASH GIVING SUPPORT WEB GIVING?

Subsplash Giving supports both in-app and web giving. Our interface is mobile optimized to provide a smooth experience for users on mobile devices. 

DOES SUBSPLASH GIVING SUPPORT KIOSK GIVING?

Yes! We can provide URL links specifically for kiosk use, designed to log-out the user after every transaction. Any device can be set to display a giving portal. After each user completes his or her transaction, it will automatically log them out and return to a home screen. Soon, you will be able to find this link within the Giving Dashboard. Until then, we would be happy to send you a link to use on your kiosks! Request a link at support@subsplash.com.

CAN I GET HELP LAUNCHING SUBSPLASH GIVING WITH MY COMMUNITY?

Yes! We are here to help you launch your Giving campaign with your community whether you are transitioning from another giving service or launching online giving for the first time! When you sign up, you will receive a presentation slide and a printable handout that will help you promote giving and your app. There is also the Subsplash Giving Best Practices Guide which you can download as a PDF!

HOW MUCH TIME DOES IT TAKE FOR A TRANSACTION TO GO FROM “PENDING” TO “PROCESSED”?

Credit card transactions usually go to processed in less than one minute. ACH transactions typically take two business day to receive confirmation from the donor's bank. In rare cases, ACH transactions may take up to one week or longer.

DOES SUBSPLASH GIVING SUPPORT TEXT GIVING?

Yes! We can provide a unique code which donors can text to a specified number that will reply with a link to your Subsplash Giving module. To set up text giving on your Subsplash Giving account, send your request to support@subsplash.com.

Additionally, Kindrid is a valued partner and we are happy to support your use of their services. If you decide to use Subsplash Giving, you can use it in addition to Kindrid or use Subsplash Giving as a standalone solution.

WILL SUBSPLASH GIVING INTEGRATE WITH OUR EXISTING ChMS?

We currently offer integration with Community Church Builder (CCB) and FellowshipOne.

We are actively working on direct integration with other top Church Management Systems. In the interim, we have a CSV export support for integrating with Church/Donor Management Systems, which you can use to manually update your ChMS database with Subsplash giving activity including donors, amounts and fund allocation. Our system handles all donor communications including year-end tax statements and gift receipts, so if you are not using a ChMS, our tool will reduce your workload!

WHERE DO I LOGIN TO THE SUBSPLASH GIVING DASHBOARD?

To access the Subsplash Giving Dashboard, visit secure.subsplash.com or from within The Church App Dashboard. The Giving Dashboard is only available to users with select permissions on their account due to the confidential and personal nature of the information contained in the dashboard.

CAN I OFFER PRODUCTS IN EXCHANGE FOR DONATIONS?

Due to merchant processing requirements for non-profits, goods and/or services may not be exchanged for charitable contributions.

Can I use a Fund for Event Registration or Selling Items?

Currently we do not support those functions. To use Subsplash Giving for transactions promising goods or services is a violation of the Terms of Services.

We understand you may be in the midst of collecting funds for specific events and ask that once the event has concluded, you use other means to collect registration fees.

Examples of funds we do NOT support:

  • Event registration (such as a church picnic, Vacation Bible School, or a retreat)

  • Sales (such as bookstore or coffee sales)

Examples of funds we DO support:

  • Building

  • Missions

  • Student Ministry Fund

  • Church Picnic Fund

In the next year we plan to release extensions of the Subsplash Giving platform to support event registration, tuition payment and merchandise sales.

Please let us know if you have any questions regarding the funds you have created!

CAN I ACCEPT FUNDS ON BEHALF OF A THIRD PARTY?

In short, no. Subsplash Giving is a system built for charitable contributions, which is regulated by the IRS. As a result, you can only collect donations on behalf of your organization. 

Transfers

How often are donations deposited into our account? IS THERE A LIMIT TO THE NUMBER OF TRANSFERS EACH WEEK?

By default, all accounts are set to Weekly transfers on Wednesdays. There are also options for Daily transfers (limit one transfer per banking day) and Monthly transfers. If you would like to change the frequency of your transfers please email support@subsplash.com.

WHERE IS MY FIRST TRANSFER?

There is a 7-day waiting period to process the first transfer. After that, you can configure your account to transfer your funds on various alternative schedules.

WHY IS MY TRANSFER DELAYED?

Most banks only process transfers on business days. Money sent on holidays or weekends may be available when your bank opens the next business day.

CAN I PLACE A HOLD ON MY TRANSFER?

Yes. Contact us at support@subsplash.com and we will be happy to help!

HOW DO I RECONCILE TRANSFERS FROM SUBSPLASH GIVING WITH MY ORGANIZATION’S BANK ACCOUNT?

Within the Subsplash Giving Dashboard, you can access the Transfer details by clicking the blue Transfers link on the left hand side. This page will be empty until you have begun receiving donations from users.

Transfers page.

Transfers page

Subsplash Giving will transfer the funds to the bank account you designated on a weekly basis. In this view you can see all the transfers made to your bank account by date, transfer ID, bank account and gross amount.

View all of the transfers made to your bank.

View all of the transfers made to your bank

To reconcile each Transfer into your account, click on a specific transfer on the Transfer page and details will appear, similar to the image below. In this view you will see the breakdown of the Transfer by transaction date, donor, fund, net and gross amount. To learn more about a specific transaction, just click on it.

Detail view of a transfer.

Detail view of a transfer

More information will be added to this FAQ gradually, so if you have a question in the future be sure the check back here for updates!

Statements, Activity, Receipts

CAN A DONOR DONATE AS A "GUEST" INSTEAD OF CREATING AN ACCOUNT?

We are hoping to provide donors with the ability to give as Guests very soon!

HOW DO I SEND MY CUSTOMER A RECEIPT?

Receipts, refund notices, upcoming recurring payment notices and card expiration notices are all sent automatically. In the event that a user’s email address becomes non-deliverable, we will notify you so you can reach out to the donor asking them to update their email address.

WHAT SHOULD I ENTER FOR MY SUBSPLASH GIVING STATEMENT DESCRIPTOR?

We require a name for your organization which all donors will easily recognize, plus contact information such as a telephone number or email address. Telephone is preferred as it gives your donors instant access to help and reduces the likelihood of a chargeback or retrieval request.

WHEN WILL I RECEIVE A STATEMENT FOR MY PROCESSING FEES?

You can export a CSV statement through the Transactions area of your giving dashboard. From there, you can click on the date for the transfer you wish to export and select the Export button on the right.

I’VE BEEN ASKED TO VERIFY A TRANSFER RECEIPT. WHAT NOW?

As a security measure, when your recipients reach high transfer volumes, you must verify them before we send more transfers.

Refunds and Credits

BEST PRACTICES FOR REFUNDS AND CREDITS

  1. Have the whole Finance committee at the church see refund requests, not just individuals.
  2. Issue refunds promptly to prevent the risk of donor-initiated chargebacks.

HOW DO I VOID A TRANSACTION?

Transactions cannot be voided because all transactions are processed immediately. You must simply issue a refund. 

HOW DO I issue a refund?

Select the individual transaction in the Giving Dashboard and select the “Refund” button in the upper right corner. You can locate the transaction by selecting the donor from the Donors section, and then confirming the transaction amount and transaction ID (when possible) prior to issuing a refund.

CAN I ISSUE A PARTIAL REFUND?

No, refunds must be issued for the whole amount. If a partial refund is necessary, we recommend that you refund the full amount and then assist the donor in creating a new transaction for the correct amount. This limitation is in place to protect your organization from exposure to chargeback risk.

HOW DO I GIVE A REFUND TO A DIFFERENT CARD?

Refunds should be issued to the original card on which the charge was made whenever possible. This protects your organization against fraud and chargebacks. If funds cannot be returned to a donor’s card, please contact support for assistance at support@subsplash.com

HOW DO I CANCEL A REFUND?

Once a refund has been issued it cannot be cancelled – you will need to instruct your donor to make a new donation to offset the refund in this case.

HOW DO I CHARGE SOMEONE’S CARD?

Only donors should create charges using your app or web giving screen. If a donor requires assistance, we recommend that you walk them through the process in person if possible.

WHY WAS MY DONOR’S CHARGE DECLINED?

Subsplash does not decline charges, rather, we request approval from the bank that issued the card. If a customer’s card is declined, they should contact the issuing bank to determine the cause. You can assure them it is not an issue with your organization or your payment provider and suggest they call the support number on the back of their card.

Security and Legal

Security at Subsplash Giving

Security is of the utmost importance at Subsplash. Subsplash Giving is PCI-compliant and is protected by industry standard encryption. Payment data is stored in PCI Level 1, SOC1, and SSAE16 compliant gateways: First Data and Wells Fargo.

1) All cardholder data is transmitted directly from each donor’s browser to the gateway that we utilize, never touching our servers.

2) Our gateway is compliant in storing cardholder data, and is audited regularly.

3) Our back-end processing center (First Data) is fully PCI compliant and is one of a small handful of secure facilities that are heavily regulated by all of the card brands.

4) Our banking partner, Wells Fargo, is fully PCI compliant as a member of the Visa and MasterCard associations.

IS SUBSPLASH GIVING PCI COMPLIANT?

Yes, payment data is stored in PCI Level 1, SOC1, and SSAE16 compliant gateways: First Data and Wells Fargo.

HOW DO I UPDATE/CHANGE MY ACCOUNT’S LEGAL CONTACT?

You can change the legal contact for your account in the Giving Dashboard. In order to remove legal contact status from an existing contact, you must first add a new legal contact.

WHY MUST WE HAVE AN ACCOUNT LEGAL CONTACT?

The legal account contact is the person that is responsible for the use of the account. This individual should maintain oversight of the account’s use and ensure that it is used in accordance with the terms of service. The information we collect from legal account contacts is transmitted securely to Wells Fargo Bank for validation purposes.

HOW DO I UPDATE MY DEPOSITORY ACCOUNT?

The Account Owner or Admin may update depository account information in the Giving tab of the Giving Dashboard under the "Transfers" section. Choose the Edit button and enter the new information. An automatic email will be sent to the Account Owner asking him or her to either accept or reject the change.

Once the account information is updated, transfers will be placed on hold to ensure the new account is correctly configured. In order to verify the account is correct, we will send a small deposit to your account. Once you receive it, you will need to enter the amount of the transaction into the Giving Dashboard in order to re-activate transfers to your new account.

Personalizing the Giving Experience

HOW DO I SET UP FUNDS?

Within the Giving Dashboard, click the ‘Funds’ option on the left side bar. In this window you are able to add or edit funds, and drag funds to Published or Unpublished statuses. The fund you place at the top of the list of Published funds will be the default fund when a user begins to donate through your Giving feature.

HOW DO I SET UP CAUSES?

We are actively working on including causes in Subsplash Giving and they will become available soon. Once causes are available, you may add causes to any fund you have already created.

WHAT’S THE DIFFERENCE BETWEEN A FUND AND CAUSE?

You can create causes as a subset for any of your funds. For example you may have a Missions fund that includes a cause for your upcoming trip to Tijuana, and also a cause to sponsor missionaries in Africa.

HOW CAN I DISTINGUISH TRANSACTIONS BY CAMPUS?

To add campuses to the Giving feature, email us at support@subsplash.com, we are happy to add campuses for you. We can also set your campuses up so that each campus has its' own funds. In the coming months you will be able to manage and add campuses within the Giving Dashboard.

CAN I DEPOSIT MONEY INTO MULTIPLE ACCOUNTS?

Not at this time.

HOW CAN I SET UP MY GIVING ACCOUNT TO OFFER ACH ONLY?

If you would like to choose specific payment options, we are happy to help. We are actively working on adding the ability to choose which payment methods you accept within the Giving Dashboard. In the meantime, please contact us at support@subsplash.com.

HOW DO I CHANGE MY GIVING BANNER IMAGE?

The default giving banner is an image of clouds behind your organization's name. You will soon be able to edit and change the image within the Giving Dashboard and personalize the banners for each fund and cause. If you would like a custom image, we are happy to insert any image you provide (ideally sized to 1920 X 692 pixels). Please contact us at support@subsplash.com and we will assist you.

Once multiple banners become available, the giving banner image is the image associated with the default fund that is shown when a donor launches giving. If the viewer selects a fund, and that fund/cause has its own image, then the image will be changed. In order to change the giving banner, simply upload a new image for the default fund. Note: your default fund is the fund you have placed at the top of the list of funds on your funds management screen. Re-ordering your funds will alter the display order in your giving experience.

Retrievals, Chargebacks, Donor Disputes

HOW DOES THE DISPUTE PROCESS WORK?

Donors, and/or their card issuing bank, can initiate several types of disputes related to charges. Retrieval Requests are a request for more information. This can occur if the cardholder is uncertain about the source of the charge, or if the Card Issuing Bank has reason to believe the transaction occurred in error. We will handle these requests on your behalf.

Chargebacks occur when the cardholder has contacted their bank saying that a charge was invalid. In most cases, the card holder’s bank has immediately refunded the money to the cardholder. Funds will be withdrawn from your account within 24 hours of the chargeback. We will work to resolve the chargeback in your favor resulting in the return of the funds to your account and will keep you updated on the progress.

IS THERE A FEE FOR DISPUTES?

There’s a $15 fee. If we win on your behalf, it will be refunded.

HOW ARE DISPUTES PREVENTED?

Here are some of the things we do to reduce the risk of disputes:

FRAUD PREVENTION

Some chargebacks are the result of credit card fraud. We have created an automated system to identify and prevent this type of fraud. One of the most important measures we have taken is to require donors to create an account in order to give. Many non-profit organizations have suffered losses at the hands of credit card fraudsters. Stolen cards are frequently tested online to determine if they are active. Since a $1.00 donation from a thief testing a card will result a $15.00 chargeback fee above the reversal of the transaction amount, creating an easy path for anonymous giving is a recipe for disaster.

STATEMENT DESCRIPTOR

Donors that can’t recognize your organization’s name on their monthly statement or in online banking often contact their bank to determine if the charge is fraudulent. This results in retrieval requests, and possibly chargebacks. In order to prevent this, we recommend that you provide a name and a contact method such as an email, phone or a URL. Our risk analysis team will check your statement descriptor and contact you if there are any issues. Our goal is to make it clear who the charge went to, and for donors that need further assistance, the contact method allows them to easily contact you rather than contacting their bank resulting in frustration and added work.

RETURN POLICY

Subsplash Giving offers an iron-clad return and refund policy specific to your needs. It is automatically included where required, and it is used whenever we intercede on your behalf to resolve a dispute in your favor.

Dashboard

WHERE DO I LOGIN TO THE SUBSPLASH GIVING DASHBOARD?

To access the Subsplash Giving Dashboard, visit secure.subsplash.com. We are actively working on adding the ability for you to view all of your giving data within the App Dashboard within the next few months. The Giving Dashboard will only be available to those with permissions on their account to access it, as the information is sensitive.

WHY CAN’T I LOGIN TO THE SUBSPLASH GIVING DASHBOARD?

The individual that signed up for Subsplash Giving is the admin of the account by default. If you have forgotten your password visit secure.subsplash.com. To add additional users, please have the individual who initially signed up email us at giving@subsplash.com the full name and email of the person you would like to add an account for.

WILL I BE ABLE TO ACCESS THE SUBSPLASH GIVING DASHBOARD WITHOUT LOGGING INTO THE APP DASHBOARD?

The Subsplash Giving Dashboard is accessible through a separate login, or from inside of the app dashboard. You have absolute control over who can access giving data from either place. You can configure granular user permissions affording each user access to only the amount of data they need.

MANAGING GIVING DASHBOARD USERS

Giving Dashboard Users management is available in the Giving Dashboard > Settings > Users.

Only the Account Owner and/or Admins can add users and manage roles and permissions.

Please contact support@subsplash.com for assistance with User Management.

HOW DO I ADD USERS TO SUBSPLASH GIVING?

The Account Owner and/or an Admin can add users and manage permissions within the Subsplash Giving Dashboard > Settings > Users.

To add a user:

  1. Click the green “Invite User” button in the upper right hand corner of the screen.
  2. Enter the full name and email of the new user and select a role.
  3. There are multiple system roles to choose from and each role has unique permissions. Review the permissions associated with the role before assigning it to the new user. Permissions are listed in the dashboard and are also included below for your convenience.
  4. An email invite will be sent to the new user. The invite is valid for one week. Invitees will appear in the Pending Verification list until the invitation is accepted.The Account Owner and/or Admin can resend or revoke the invitation as needed by clicking on the Pending User’s name and choosing the corresponding resend/revoke button.
  5. The new user will have access to the Giving Dashboard after accepting the invitation and setting a password.  

 

HOW DO I REMOVE USER ACCESS TO SUBSPLASH GIVING?

Only the Account Owner and Admin roles can deactivate users.

Deactivating a user in the Giving Dashboard will immediately remove the user’s access to the Giving Dashboard without notifying the user.

  1. Select the user account by clicking on it.

  2. Click the “Deactivate” button in the upper right hand corner.

  3. Provide a reason for disabling the account. The reason can only be viewed by Account Owner and Admin.

  4. Confirm user deactivation. . This change is effective immediately.

  5. The deactivated user will appear in a “Disabled Users” list under Active Users and any users “Pending Verification.” All inactive users will appear in grey.

CAN I REACTIVATE A DISABLED USER?

The Account Owner and Admin can always reactivate disabled users by selecting the user from the Disabled Users list and clicking the Reactivate button. A pop-up box will appear with the reason the user was deactivated and the name of the Owner/Admin who deactivated the user. Confirm or cancel the reactivation by clicking on the corresponding button. The user will be reinstated immediately but will not receive a confirmation email.

HOW DO I UPDATE A USER’S ROLE?

A user’s role and permissions within the Giving Dashboard can be updated by the Account Owner or Admin.

  1. Select the user by clicking on the user’s account.

  2. Click the “Edit Role” button to review the various role options and related permissions.

  3. Select the correct role and save the change. This change will be effective immediately.

HOW DO I SET UP FUNDS?

Within the Giving Dashboard, click the ‘Funds’ option on the left side bar. In this window you are able to add or edit funds, and drag funds to Published or Unpublished statuses. The fund you place at the top of the list of Published funds will be the default fund when a user begins to donate through your Giving feature.

HOW DO I SET UP CAUSES?

We are actively working on including causes in Subsplash Giving and they will become available within your account soon. Once causes are available, you may add causes to any fund you have already created.

WHAT’S THE DIFFERENCE BETWEEN A FUND AND CAUSE?

You can create causes as a subset for any of your funds. For example you may have a Missions fund that includes a cause for your upcoming trip to Tijuana, and also a cause to sponsor missionaries in Africa.

Getting Started

Congratulations! You have signed up for Subsplash Giving!

While you now have Subsplash Giving, there are a few more steps you need to take before this feature is live in your app!

REQUEST APPROVAL

When you sign up for Subsplash Giving you receive your unique Giving link. Immediately after signing up, your Giving Account is pending approval. Once your account has been approved, the link will be live and you can test the donor experience and watch the transactions process in your Giving Dashboard! Request approval by emailing support@subsplash.com

ACCESS THE GIVING DASHBOARD

You can access the Subsplash Giving Dashboard by following this link, or through The Church App Dashboard!

Before launching your Giving Account, we suggest you Personalize the Giving Experience by creating funds, adding imagery and more.

You may also want to test the Giving experience by running test transactions and by observing the transactions as they enter the Giving Dashboard! For extra hints on how to use the dashboard, visit our Subsplash Giving Dashboard FAQ.

LAUNCH

When you are ready to activate the Subsplash Giving icon in the side menu of your mobile app and add a Giving tab to your AppBuilder, email support@subsplash.com!

While this feature is new to you, it will also be new to your audience!

Click here for some best practices on having a successful giving launch and creating excitement for your users.

Have more questions? You are likely to find answers at our Subsplash Giving FAQs.