How did this happen?
Making Donations on Behalf of a Donor
If you’re logged into your BetterWorld account and try to make a donation on someone else’s behalf, your name will appear on the donation. To avoid this, we recommend helping the donor make the donation on their own device. This ensures their personal information is saved to their own account, making future donations easier. Of note, a BetterWorld account is not required for standard donation campaigns, if donors prefer not to sign up. You can also share this helpful support video with donors to guide them through the donation process. If you absolutely need to make a donation on behalf of a donor, make sure to log out of your BetterWorld account first!
Preventing Issues with Team Members
If you allow team members to log into your account to edit the dashboard, they may accidentally make a donation while still logged into your account. This will cause your name to appear on the donation. To prevent this, invite team members to edit your dashboard from their own BetterWorld accounts. Check out this support article for step-by-step instructions!
What Happens When This Mix-Up Occurs?
When a donation is made while you (the account administrator) are logged in, the donor’s information, including their credit card details and address, gets saved to your account. Unfortunately, this information can’t be changed later. You’ll also notice two addresses listed under “contact information” in Donor Management—one for you and one for the donor, both appearing under your name.
How to Fix It
Here’s what you can do to correct the situation:
1. First, you will need to refund the donation that was placed under your account, and have the donor redo the donation under their account. To issue a refund, select Payments & Payouts from the dropdown menu in the top right corner of your screen.
2. On this page find the incorrect donation, select the three dots in the actions column and click Issue refund. Great, the refund was successful!
3. Next, fix your personal information. Click My account from the dropdown menu in the top right corner of your screen.
4. Click Settings along the top bar to delete the donor's information from your personal account.
5. Click Payment methods in the left sidebar. Then click the delete icon next to the donor's card.
6. Click Addresses in the left sidebar. Then click the delete icon next to the donor's address.
7. Done!
The donor’s information should be accurate since the donation wasn’t made from their personal account. However, it’s always a good idea for the donor to log in and verify that their payment method and address are correctly updated in their Settings.