This document is for Administrators in Planning Center Giving. If you're a donor looking for your own profile, check out the Donors section.
If a donor has an account question or you need to investigate some issue, the donor profile page is often your best starting place.
Pull up a specific donor profile from the People tab by searching a name, phone number, or donor number. Once you find you you're looking for, select the donor to bring you to their profile page.
To learn how profiles are added, merged, and removed from your database, check out the Managing Donors article.
Here is what you can view and edit from the top of a donor's profile.
- Click Edit next to person's name to update their profile information, including picture, email, phone number, and address.
- Add a note to the person's profile for other administrators to view or view the person's Stripe information.
- Join the donor with another donor so that you can see their combined donation history and generate joint statements.
Possible donor statuses include:
- New Donor: In the past 30 days, this donor gave their first successful donation.
- Recurring Donor: This donor has given using an automatically recurring donation.
- Text-to-Give Donor: This donor has given via text-to-give before.
The main tabs on the donor profile are:
- Donations: This tab shows the donor's entire donation history.
- Recurring: This tab shows recurring donations that the donor has set up.
- Pay Methods: If the donor has opted to save a card or bank account to their profile, or if they've set up recurring donations, their payment methods will show here.
- Communication: This tab includes all email sent to the donor via the Giving system.
At the top, there's a New Donation button. If there's a saved payment method for this donor, you can process a new donation on behalf of a donor in real time. Be careful, as these are real, live donations.
The main area is the donor's donation history. This history includes:
- Successful donations. These donations are considered complete and the transaction has settled.
- ACH donations which are still in-transit. These donations are marked yellow in the list.
- Uncommitted cash/check donations. These donations are sitting in uncommitted batches, and are still being counted. They're marked yellow in the list.
- Refunded and failed donations. These donations experienced some sort of problem with the transaction itself or have been refunded by your church. They're marked red in the list.
If the donation is marked yellow or red, it won't appear in any donor statements issued by the church. Only successful, completed donations are listed in donor statements.
This tab will show you all the recurring donations that have been established. These aren't donations themselves. Think of them as donation factories that generate new donations on a set schedule.
In the following example of the Donations tab, Gene has two recurring donations that will create two new transactions every week. It looks like there's a third donation, that is split between the "General" fund and the "New Building" fund, but it's been placed on hold until a future date.
If your donor is having a problem with their recurring donation, but everything looks fine on this page, head to the "Communication" tab to investigate further.
This tab shows the payment methods your donors have saved to their donor profile. A payment method is a credit card, debit card, or bank account.
Payment methods are added to donor profiles in two ways:
- Donors can add them in their donor portal, either when they give or by visiting the Payment Methods section of their donor account.
- As an Administrator, you can manually add a payment method at the request of a donor.
Payment methods can be added and deleted here, but they can't be updated or modified.
The practice of handling payment methods yourself subjects your organization to PCI compliance and subjects your donors to a greater risk of fraud. As a matter of practice, encourage donors to use the donor portal instead of handing over account numbers and card details to you organization.
This tab shows all the email sent to and from a specific donor within the context of Planning Center Giving. To the right, you'll also find the donor's personal email preferences.
Your donors have some control about where they want to receive emails from Planning Center Giving. If multiple emails exist on their profile, they can select which they prefer. They also have the option of fully opting out of donation receipts.
Looking to turn off email receipts for checks and cash donations? Find that setting on the Payment Sources article.
Donors can set their email preferences in the donor portal.
Here on the admin side of Giving, you can also manage these settings. However, it's important to understand that these are the donor's personal communication preferences you're managing. It's best to leave them alone unless the donor has asked for them to be changed.
If the donor has set their email preference to a specific address, and that email address is deleted outside of Planning Center Giving, Giving will send an email to the donor alerting them that they'll no longer receive email at their preferred (and now deleted) email address.
Many donor-specific questions can be answered by reviewing the emails that were sent to the donor from the Giving system. For example, let's say you noticed that a recurring monthly donor stopped giving a couple months ago. Seeing the emails sent to this donor might give you a clue as to what happened. Maybe you'll see a confirmation email that the donor deleted their recurring donation. Perhaps you'll see alerts sent from Giving, notifying the donor that their card has expired.
Most donors won't have anything in the From area, since they don't have access to send administrative emails within Giving. Your Giving Administrators may have some communications here though.
Included in Message History:
- Automated email alerts about donation failures and payment method problems.
- Donation receipt emails.
- Donor statements issued by email.
- Emails sent from an Administrator through the profile page (click the email address listed under the donor name to do that).
- Bulk emails sent from an Administrator from the Email Donors option in the People tab.
- Text messages sent and received in the course of text-to-give.
- Emails generated by any other Planning Center applications.
When you click the link for a specific email, the email communication will be shown.