When do I receive the donations?

Donations arrive straight away in your organisation's Stripe or PayPal account, never in a Donoor account. With Stripe, each donation is then transferred automatically to your bank account, around 7 days after the payment. With PayPal, the money stays in your PayPal balance until you transfer it yourself or set up automatic transfers in PayPal.

The Payouts page of your dashboard shows what has already arrived, what is on its way and what is coming soon.

The principle: the money goes directly to your organisation

Donoor never holds your funds. Once Stripe or PayPal is connected in Settings › Fundraising process, every payment is collected into your organisation's account with that provider, which then transfers the money to your bank.

With Stripe: automatic transfers

In Settings › Fundraising process, the Stripe card reminds you: each donation is transferred to your bank account 7 days later, with no action required from you. The money goes to the account whose IBAN you entered when connecting Stripe.

Before your first payout, the Payouts page shows “No payouts” and explains that Stripe payouts can take up to 7 days to arrive in your bank account.

What can delay a Stripe payout

• Account verification: while Stripe reviews your application, the badge shows Verification. Once the account is approved, the page shows Payments and payouts active.
• Missing information: a “Stripe requests information by…” banner appears on the dashboard home page. Without this information by the deadline, Stripe generally disables transfers. Click Resolve.
• Disabled transfers: the banner changes to “Transfers disabled by Stripe”. Donations still come in, but the money stays in your Stripe balance until the situation is resolved.

Tip: the Stripe card shows Payouts enabled or Payouts pending. If Stripe is waiting for something from you, the Resume setup button takes you to what is left to complete.

With PayPal: you trigger the transfer

A PayPal donation is available in your organisation's PayPal balance, but PayPal does not transfer the money to your bank on its own. Withdraw it from PayPal whenever you like, or set up automatic transfers after connecting PayPal:

1. Open the Payouts page.
2. In the box that shows your PayPal balance, click Set up automatic transfers.
3. Your PayPal account opens in a new tab: schedule transfers to the organisation's bank account there.

Two situations can hold money back at PayPal:

• on a new account, PayPal may hold the first payments for up to 21 days;
• if PayPal verification is not complete (identity, bank details, supporting document), the PayPal card in Fundraising process shows “… held by PayPal”: click Finish on PayPal.

Good to know: it is normal to see nothing for PayPal under Upcoming, since your PayPal donations are already in your balance. A payment that PayPal is still holding appears there with the Estimated badge, because PayPal does not give an exact date.

Tracking your payouts in the dashboard

1. In your dashboard, open the Payouts page from the menu, or click See payouts on the home page.
2. Read the totals at the top of the page (table below).
3. Choose All payouts, Stripe only or PayPal only, then a month: the history is sorted by day.
4. Expand Transfer in progress or Upcoming to see the provider, the amount and the arrival date.

The amounts are net, after the provider's fees. A payout groups several payments together, without saying which donation each euro comes from. For the details of a donation, open Fundraising › Donations and click the row: the Donation details panel shows the Net amount received and, under Financial details, what the donor paid, the fees and the amount paid out. Also worth reading: transaction fees, donors covering the fees and the Tracking your payouts training module.

Warning: the Payouts page is only visible to authorised members (by default, the owner and administrators). If you see “Your organization has not given you access to payouts.”, ask an administrator for this access.

Refunds and disputes

Refund. The money is taken from your Stripe or PayPal balance, then returned to the original payment method. If the balance is insufficient, for example because the money has already been transferred to your bank, the refund is blocked: the Receive a donation to top up button lets you make a donation to yourself from your payment link. A refund is also deducted from the Upcoming amounts.

Dispute. If a donor disputes a payment with their bank, the provider takes back the funds and may charge fees; this decision does not come from Donoor. A “Dispute to settle” banner appears, with a link to the donation concerned. Your donations keep coming in and settle this amount; if your bank transfers have been paused, they resume automatically. With the Dispute button, you defend your case: if you win, everything is returned to you, including any fees.

A payout has not arrived: what to check

1. The timing: a recent Stripe donation is still under Upcoming, with its expected date.
2. The transfer: once sent, it is listed under Transfer in progress with its arrival date; if it failed, it appears crossed out in the history.
3. The Stripe account: in Fundraising process, the card should show Payouts enabled; deal with any Stripe banner using Resolve.
4. The PayPal account: check your balance and your automatic transfers in PayPal. If the Payouts page shows “PayPal history unavailable”, click Reconnect: your donations are being collected, only the reading of your payouts is missing.
5. A dispute: with a “Dispute to settle” banner, your transfers may be paused until it is settled.

Still nothing? Contact us with the name of your organisation and the amount you are expecting.

Key takeaways

• Donations arrive directly in your organisation's Stripe or PayPal account: Donoor never holds your funds.
• Stripe transfers each donation automatically to your bank account, around 7 days after the payment.
• PayPal keeps the money in your balance: withdraw it or set up automatic transfers in PayPal.
• The Payouts page separates Total paid out, Transfer in progress and Upcoming.
• If there is a delay, follow the banners: information requested by Stripe, PayPal verification or a dispute.