Unknown payment, suspicious donation: how do I report it?
It depends on what you have identified. If the payment is linked to a specific donation, ticket or membership made on Donoor, the quickest option is the Request a refund button from your donor area, with the reason I don't recognise this payment: the association concerned is alerted immediately. If it is rather an association, a fundraiser or an email that seems doubtful without you being able to link it to a specific payment, write to us directly at contact@donoor.org or from our Contact page.
This article details both situations, how to recognise a suspicious email or fundraiser, and how associations are already checked before they can collect on Donoor.
A specific payment you do not recognise
If you see, on your bank statement or in your emails, a donation, ticket, membership or shop purchase paid via Donoor that you do not recognise:
- Log in to your donor area with the email address used for this payment (see creating or recovering your donor account if needed).
- Find the corresponding line, under My donations or the relevant tab.
- Click on Request a refund.
- Choose the reason I don't recognise this payment and add a message if you wish: date, amount or any useful detail.
The full details of this process, what happens after sending it and the other possible reasons are explained in how to get a refund for a donation, ticket or membership.
Good to know: this request does not refund anything automatically. It opens a conversation with the association concerned, which then decides whether to reply, decline or refund.
You cannot find this payment in your donor area
First try the email address that was actually used for this payment: it is what identifies your donor account. If you are certain it is a fraudulent use of your card, unrelated to a donation you initiated yourself, also contact your bank to stop or dispute the payment: Donoor has no control over that part. Then write to us at contact@donoor.org with the date, the exact amount and the name that appears on your statement: we can look for the corresponding payment.
An association, fundraiser or email that seems suspicious
Before collecting donations on Donoor, each association goes through several checks.
| Check | What it guarantees |
|---|---|
| Legal registration | In France, a valid RNA/WALDEC number (or the official equivalent in the country) is mandatory; no association can operate without official registration |
| Identity and bank account verification | Fundraising is only activated after Stripe or PayPal has verified the identity of the legal representative and the association's IBAN |
| Not-for-profit status | Only associations declared as not-for-profit can register; individuals and traders are not eligible |
| Sanctions screening | Each association and its legal representative are checked against European Union and UN sanctions lists and the French Treasury's asset freeze register, at registration and regularly thereafter |
Two protections also apply to emails sent on behalf of an association from Donoor: an association can only send them after its identity and payment method have been verified by Stripe or PayPal, and these emails cannot contain any link, except links to donoor.org, Stripe or PayPal.
Important: an email claiming to come from an association on Donoor but containing an external link, or asking you for your banking details outside a Stripe or PayPal payment page, does not comply with these rules. Do not click on anything and forward it to us.
How to report the problem to us
| What you have noticed | What to do |
|---|---|
| A specific payment (donation, ticket, membership, shop) that you do not recognise | Request a refund from your donor area, reason I don't recognise this payment |
| A suspicious email, a doubtful association, a general compliance question | contact@donoor.org or our Contact page |
| A question about the protection of your personal data | are your banking and personal details protected? |
Whichever channel you use, give as many details as possible: date, amount, the email address used for the payment, and the name of the association concerned. The more we know, the faster we can act.
Key takeaways
- For a specific unrecognised payment, use Request a refund with the reason I don't recognise this payment from your donor area.
- For a suspicious email or doubtful association with no identified payment, write to contact@donoor.org or use our Contact page.
- Every association is already verified (official registration, identity and bank account, sanctions screening) before it can collect.
- An email sent on behalf of an association via Donoor can never contain an external link: be wary of any message that does.
- In the event of confirmed bank fraud unrelated to a donation you initiated, also contact your bank.