easyfundraising generates donations when supporters shop with our partnered retailers. If you make a purchase, we receive a commission from the retailer, which is then passed onto your cause as a donation. You can read more about how this works here.
When a donation is first reported, it shows as Pending while the retailer checks that the order wasn’t cancelled, returned, or in breach of their terms. During this process, a donation may be declined or adjusted, which can cause your Total Raised to go down.
A donation was declined
The retailer decides whether to approve or decline a donation. If a donation is declined, it will be removed from your cause’s total. You can read more about this here: Why has my donation been declined?
If a supporter believes a donation was incorrectly declined, they can raise a query. In their Donation Summary, they should click the arrow next to the donation and select Query this donation. Our Customer Support team will be happy to investigate.
A donation was adjusted
Retailers may also adjust the donation amount after reviewing the transaction. This can happen when:
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Different rates apply (e.g. £3 for new customers, £1 for existing)
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The donation was initially tracked at the wrong rate
As with declines, these decisions are made by the retailer. If a supporter believes a donation was adjusted incorrectly, they can raise a query through their Donation Summary.