Donation Boxes – frequently asked questions

FAQs - PAYTER DONATION BOXES
How do I turn the donation box on and off?

There is an on/off switch at the back of the box. Simply flick the switch to the on position and the donation box will be ready to accept donations.

 

How do I charge the portable device?

The portable device is charged via a mini USB port. This can be plugged into a normal socket, but also provides the versatility to be charged through a portable powerpack.

 

Can I plug the GPRS mains powered device into a broadband router?

Yes. This device can be plugged in to a router and the broadband takes control of communications without the need for any settings changes, unplug it and the GPRS takes over.  Please note in either mode if there is no signal the unit will still take and store transactions until such time as a signal is available.

How do I set up a donation?

There is no need to set up the donation amount; the boxes are programmed to accept donations in increments between £1.00 – £30.00. Donors can increase the amount using triangle button on the front of the box.

 

Where should the donor hold their card on the donation box?

On the face of each donation box you can see an illuminated payment window and under this the contactless symbol. The donor needs to hold or ‘tap’ their card on this symbol until the donation box registers the presence of the card. This shouldn’t take longer than a few seconds.

How long will a donation take to process?

Each donation should take only a couple of seconds to go through. However, if the signal is poor, it could take up to 5 seconds.

Where there is absolutely no signal the device will accept what’s called an offline transaction. The box will store these transactions until you are back in an area with signal where the transactions will then be uploaded.

How will I know the donation is completed?

On the face of the unit, underneath the ‘Payter’ logo, there is a row of 4 lights. These will all light up once the donation is complete. The donation box will also beep and there will be a notification on the screen that confirms that the donation has been accepted. Once the donation is complete, the supporter can remove their card.

 

Where does the money go?

All donations go to the charity that has registered the device.

Does the Charity receive any personal data?

No personal data is transferred during the contactless donation.

How will the donation appear on the donors’ bank statement?

Typically, the name of the charity will appear on paper or online statements within the transaction description.

Do all payment cards work with the donation box?

No, the donation boxes are currently only able to accept donations from all Visa and MasterCard debit or credit cards. They will also accept donations through Apple/Android Pay, so long as the Apple/Android Pay account is linked to a Visa or MasterCard debit or credit card.

 So far, Visa and MasterCard are the only card schemes which have approved the contactless donation boxes.

What if somebody would like to donate less than £1.00 and more than £30.00?

The donation box can accept any amount up to £30.00. If a donor would like to give less, they can do so with cash. If a donor would like to give more, they can tap their contactless payment card again on the contactless symbol again (ensuring there is at least 30 seconds between taps) or they can give more in cash.

Can a supporter add gift aid to their donation?

No supporter data is captured during a contactless transaction however, charities can claim back £2000 (25% of £8k) under this scheme without the usual declarations. For more information please visit – https://www.gov.uk/claim-gift-aid/small-donations-scheme

Do the donation boxes provide receipts?

No, receipts are not required for contactless payments and the same is true when taking a contactless donation.

 

What happens if someone presents his or her card twice by mistake? Could they get charged twice?

When the donation boxes detect a card presence, it’s very obvious, so it will be difficult to double-tap and donate twice by accident. Accidental taps done very closely together won’t be accepted by the donation box.

Most banks have rules in place in the event a card is presented twice by mistake and it is likely that the second donation will be blocked by the supporter’s bank. If this happens, please advise the donor to check with their bank.

 

Can donations be refunded on the day?

No, refunds will not be possible on the day for security reasons. In the same way that collection buckets are sealed, volunteers aren’t able to authorise refunds.

If a supporter does need a refund, how do we do this?

In the unlikely event that a supporter needs to be refunded, take their contact details together with the amount of the donation, card type and the last 4 digits on the card. Contact is on 0333 123 1243 and we will get in touch with the donor as soon as possible.

Can a contactless donation been declined?

Yes. If the contactless donation is declined, this could be because the supporter has insufficient funds in their bank account or has reached their credit limit on their credit card. It is also possible that they have reached their maximum number of contactless payments for that day, although this happens very rarely.

Does the donation boxes accept Chip & PIN?

The Payter box does not accept Chip & PIN payments. If this is an important feature you may wish to consider the CollectTin model.

 

How long does the battery last?

The battery-powered boxes are designed to last for 8 hours, but depending on the number of transactions they are used for, they may last longer. The charging port can be found on the back of the box, next to the on/off switch.

For fixed locations you may wish to consider a mains powered version. 

 

What if I don’t have signal when taking a donation?

You can still accept transactions even when the device doesn’t have signal. The device will capture the card data and will store this until you are back in an area with signal. When the device has picked up signal it will push these transactions through to the acquirer for processing. This is called a Deferred Authorisation.

How many offline donations can be taken before it becomes ‘full’ and stops accepting transactions?

By default, no limits are set. The terminal can easily store 1,000 + transactions. We can apply a cap should the Charity wish to.

 

Who do I contact if I have a problem with my donation box?

Contact Customer Services at Payacharity on 0333 123 1243

Request a callback or call us: 0333 123 1243

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PayaCharity is operated by Acceptacard Limited, (company registration number 6910204) registered office address Victory House, 400 Pavilion Drive, Northampton, NN4 7PA. Registered with the FCA as a small payment institution, firm number 617090. AML supervision registration number XYML00000123676. Hardware supply and rental is provided by sister company QixPay Limited, (company registration number 07373435) registered office address Victory House, 400 Pavilion Drive, Northampton, NN4 7PA. Authorised with the FCA, firm number 714818