GivebearHelp and Support
Help donors find receipts, manage recurring gifts, and send useful support details.
Support docs are for staff helping donors. The goal is to answer common donor questions consistently and collect enough detail when something needs escalation.
My Givebear (supporter portal)
Explain what supporters can do from My Givebear and how staff should think about portal access.
Receipts and recurring gifts
Help donors find receipts and understand ongoing donations.
Contact support
Know what details to include when asking for help.
Start with the donor's question
| Donor asks | Start here |
|---|---|
| "Where is my receipt?" | Receipts and recurring gifts. |
| "How do I update or stop a monthly donation?" | My Givebear (supporter portal), then recurring gift guidance. |
| "I was charged twice." | Contact support with transaction details. |
| "My card failed." | Confirm the donor path, then gather payment context. |
| "I registered for an event but cannot find confirmation." | Event registration and support details. |
Staff support principles
- Ask for the donor email used at checkout.
- Ask for approximate date and amount.
- Ask whether the gift was online, recurring, event registration, or kiosk.
- Do not promise payout timing without checking Stripe-connected account context.
- Do not promise a refund until an authorized staff member has reviewed the transaction.
- Record enough detail that another staff member can continue the conversation.
When to escalate
Escalate when money, identity, or payment state is unclear:
- Missing or duplicate charges.
- Refund state does not match donor expectations.
- Recurring gift cannot be found.
- Receipt data looks wrong.
- Kiosk offline payment did not resolve.
- Event payment and registration state disagree.