CAF DONATE. Adding & amending Direct Debit donations. Processing your offline Direct Debit donations

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1 CAF DONATE Adding & amending Direct Debit donations CAF Donate not only helps you fundraise through your website, it also gives you the ability to process donations you take over the telephone or receive in the post. CAF Donate s Direct Debit processing facility allows you to set up new donation instructions, and amend or cancel existing instructions. You can add or amend instructions singly or by bulk upload file. Top tip: If you are accepting Direct Debit donations by telephone, why not check out our template script to make sure you have covered all the important points. Processing your offline Direct Debit donations Select Process your Direct Debit donations from the main selfprocessing section. Add a Direct Debit instruction 1 Choose which campaign you would like to add your donation to your General Fund will appear first followed by an alphabetical list of all your active campaigns. 2 Enter the amount of the donation (minimum 2) and the frequency (monthly, quarterly, half yearly or annually). Direct Debits can only be set up from UK bank accounts but please note that not all accounts allow Direct Debits to be drawn from them Is the donation eligible for Gift Aid? If you are taking a donation over the telephone please ensure you read this statement to the donor and make sure they understand. 4 4 If the donation is tax effective, confirm that you either hold a valid Gift Aid Declaration or if taken over the phone that you have sent confirmation in writing of their verbal declaration.

2 5 Do you have a unique reference number for your donor? You can create or enter a unique reference number here we will show the reference in your reports and you can use it to search for that donor at a later date Enter your donor s personal details. 7 Capture your donor s preferred methods of being contacted. Remember you must comply with your donor s wishes under the Data Protection Act. 7 8 Address details this must be their home address and will be used for claiming any eligible Gift Aid. In addition, we may use this address if we need to contact the donor with any queries about their donation. 8 9 Enter the account holder s name (as it appears on their bank account). 10 Add the account number and sort code that the Direct Debit will be drawn on Select the start date for collection of the first donation. This must be a minimum of 11 days in the future and no greater than 11 months. 11

3 12 Confirmation Check you are happy that all the details are correct. If you would like to change anything, use the Previous button to go back and make the relevant changes Thank you Simple confirmation that we have received your instruction. You can also choose to move on to create another instruction. 13 How to submit multiple new Direct Debits for CAF to process If you use a call centre or simply choose to collate your donations for processing all together, you may find it easier to upload a file containing multiple donations. This section shows you how to upload new Direct Debit instructions. You can assign a campaign code if you have already set up and configured your campaign to accept Direct Debits. Select Upload Direct Debit instructions from the main selfprocessing section:

4 Completing and submitting a file for processing 1 You will need to download the template for New Direct Debit Instructions. Feel free to save a local copy but remember to check regularly for any updates to the template layout. Please note, using an out of date template may result in a delay to processing. The template file contains two tabs. The first tab provides you with all the columns you need to complete. Mandatory columns are in red. 1 The second tab provides you with detailed information on how to complete these fields. To ensure a quick upload, each file is limited to 50 rows but you may upload as many files as you need. Top tip: Make sure you have downloaded the correct template. You should not use the Amended Direct Debit Instructions template to create new Direct Debit instructions, and vice versa. 2. Enter the donor and donation information, completing all mandatory fields to ensure successful upload. Please ensure you leave the header names at the top of each column. 3. Make sure you delete the three bullet points that provide guidance on completing the spreadsheet you won t be able to upload the file until these are removed. 4. Save the file as a CSV with a filename no greater than 50 characters. Top tip: You must save the file as a CSV as it will not upload as any other file type. To do this, select the drop down Save As Type, select CSV Comma Delimited (.csv) and save the file. 5. To upload your Direct Debits, go to Upload Direct Debit Instructions and browse for your file. Once you have selected your file, click submit. Top tip: Your file may take a couple of minutes to upload. Please do not refresh the page as this will resubmit your file. You can continue to use the rest of the website and return to see if your file has been uploaded. 6. Once complete, the file will appear in your Upload history showing a status of Submitted. When processed the Submitted status will change to either ProcessedNoErrors, which means it has been successful, or ProcessedWithErrors which means a problem has occurred. See the section on Error Files below for more information. 7. Successfully uploaded instructions will appear in your reports within 24 hours. Top tips: If you select the wrong file before submitting, you can simply change the file by clicking on Browse again this will overwrite the file. If, after saving your file, you receive an error stating the file does not support workbooks containing multiple sheets, ensure that the sheet open is the one containing the Direct Debit instructions and click OK. This will save only the sheet within which you have amended the data. If you receive an error regarding.csv compatibility features, click Yes.

5 Error files 1. If the file contained any errors you will receive an from us. 2. Log in to CAF Donate and go to the Direct Debit Bulk Upload section. If you are already logged in you may need to log out and then back in, in order for the page to refresh and display the error file. 3. You will need to review your error files and take the appropriate actions. Click on View and a new spreadsheet will open showing you which instruction needs to be resolved along with an explanation of the error. Note: Only the five most recent error files will be shown. If you need to access previous files please contact our Customer Services team on or cafdonate@cafonline.org 4. IMPORTANT: Any corrections must be made to the error file and not the original. Save the corrected error file and upload only the corrections. If you upload the original file again, you will create duplicate donations and this will result in the donor being debited twice. 5. At the beginning of the error file you will see a description of the data which has failed. 6. Correct the error. You will need to re-enter the sort code and account number (available in your original file) as it will have been removed in order to keep the bank details secure. 7. Delete the columns containing the error description. 8. Save as a.csv with new file name. 9. Upload the corrected file, ensuring you don t add any duplicates. Note: If you upload a file in error which we successfully processed, you will need to cancel or amend any instructions via your Self Service screens the following day. Until these have been cancelled you will not be able to create a new Direct Debit Instruction for that donor. Amending an existing Direct Debit instruction How to submit multiple Direct Debit amendments for CAF to process From time to time you may need to update some of your regular supporters donations. This may be as a result of your donors contacting you. Details you can amend on a donor s Direct Debit name and address donation amount Gift Aid status Unique Reference Number (URN), if you have assigned one contact details, such as telephone number and address marketing preferences (how they prefer to be contacted by you) Note: In order to change any of the following you will need to cancel the existing Direct Debit instruction and create a new one: account name bank details donation frequency effective date payment method (online or paper-based) campaign code You can only cancel Direct Debit instructions individually via the self-service amend/edit and cancel facility. Top tip: In order to amend an existing Direct Debit instruction you must include the donor s Direct Debit reference number - otherwise a new Direct Debit will be created. To find a donor s Direct Debit reference, simply go to Regular Payment Reports and run a search on All Direct Debit instructions. This will produce a file with all your Direct Debits. Search for the donor (CTRL+F) and column R in the spreadsheet will display the Direct Debit reference for that donor.

6 Completing and submitting a file for processing 1. Download the Amended Direct Debit Instructions template. This provides you with all the columns you need to complete on tab one. Mandatory columns are in red. The second tab provides you with information on how to complete these fields. The file is limited to 50 rows to ensure a quick upload. Note: Make sure you have downloaded the correct template. You should not use the New Direct Debit Instructions template to amend existing Direct Debit instructions. 2. Complete all fields. Please ensure you leave the header names at the top of each column. All fields that are highlighted as mandatory must be completed to ensure a successful file upload. 3. Delete the three bullet points that provide guidance on completing the spreadsheet. 4. Choose File, Save As. 5. Enter a filename (maximum 50 characters). 6. You need to save the file as a CSV. To do this, select the drop down Save As Type, select CSV Comma Delimited (.csv) and save the file. 7. Upload your file in the Direct Debit Bulk Upload section of CAF Donate. Note: It may take a couple of minutes to upload. Please do not refresh the page as this will resubmit your file. You can continue to use the rest of the website and return to see if your file has been uploaded. 8. You will see the file appear in your Upload history and the status column will show Submitted. Once the upload is complete the status will change to ProcessedNoErrors (successful) or ProcessedWithErrors (action required). Note: The successful lines and error columns will remain blank until completed. 9. Once we have finished processing, these amendments will appear in your reporting within 24 hours. You will be able to view the amended instructions in the CAF Donate reporting section 24 hours later. Top tips: If you select the wrong file before submitting, you can simply change the file by clicking on Browse again this will overwrite the file. If, after saving your file, you receive an error stating that the file does not support workbooks containing multiple sheets, ensure that the sheet open is the one that contains the Direct Debit instructions and click OK. This will save only the sheet within which you have amended the data. If you receive an error regarding.csv compatibility features, click Yes. If you have uploaded a new instruction with incorrect details that cannot be amended by bulk upload or self-service section, you will need to cancel the instruction and set up the instruction correctly. Error files 1. If the file contained any errors you will receive an from us. You will need to correct the errors. Until this has been done, any amendments to the Direct Debit will NOT take effect. 2. Log in to CAF Donate and go to the Bulk Upload section. Note: If you are already logged in you will need to click away from the page in order for it to refresh and display the error file. 3. You will now be able to view your error file. Note: Only the five most recent error files will be shown. If you need to access previous files please contact our Customer Services team on or cafdonate@cafonline.org 4. Click on View. This will open a new spreadsheet containing the problematic lines along with an explanation of the error. IMPORTANT: You must correct the error file or create a new file for reloading corrections and NOT reload the entire original file, as we will already have processed all valid instructions. 5. You will see a description of the data which has failed against the line at the beginning of the spreadsheet. 6. Correct the error, re-enter the sort code and account number (available in your original file). 7. Delete the columns containing the error description. 8. Save as a.csv with new file name.

7 9. Upload the file, ensuring you don t add any duplicates. Note: If you upload a file in error which we have successfully processed, you will need to cancel or amend any instructions via your Self Service screens the following day. Each amendment to an amount will incur charges and an advanced notification letter (ANL) will be issued to the donor. We recommend that if you have made an error and are correcting this, to contact your donor and inform them that they may receive multiple ANLs. 1319Y/0615 T: E: cafdonate@cafonline.org W: Registered charity number