A long-standing donor wants to update her address, increase her monthly gift and ask how to leave something to the charity in her will. A new donor wants to know whether ticking the Gift Aid box means the charity gets more money. Another supporter needs a receipt for a donation last year. Each question is simple, but together they fill the small charity's inbox.
Donor admin questions are routine. Answering them clearly keeps supporters happy and giving.
The questions donors ask
- How does Gift Aid work, and does my donation qualify?
- How do I set up a regular gift?
- How do I change or cancel my regular gift?
- How do I update my address or bank details?
- Can I get a receipt?
- How do I leave a gift in my will?
- Can I donate in memory of someone?
Example conversations
These scripts use information a charity might publish. Your answers should come from your own pages.
Donor: What does Gift Aid mean? Assistant: The Gift Aid page explains that if you're a UK taxpayer, the charity can claim extra money on your donation at no cost to you, as long as you've paid enough tax. Whether it applies to you depends on your own tax position.
Donor: How do I increase my monthly donation? Assistant: You can change your regular gift using the link on the regular giving page, or share your details here and the supporter team will update it for you.
Donor: I'd like to leave a gift in my will. Who can I talk to? Assistant: Thank you so much for thinking of the charity. The legacies page explains how gifts in wills work. If you'd like a private conversation, I can pass your details to the legacy officer.
Tax questions need care
A charity can explain how a scheme works in general. It should not tell a donor whether they personally qualify or give tax advice. Donors with complex situations should be encouraged to check with their own adviser.
Legacies need discretion
Legacy conversations are personal and often emotional. General information can be published, but personal conversations should be handled by a named person, with care. Donor questions more broadly are covered in donor questions that go unanswered on charity websites.
In-memory giving
Supporters giving in memory of someone may be grieving. Responses should be gentle, and the charity should explain how in-memory donations are acknowledged.
Gift cards and other gifts
Some supporters want to buy charity gifts for others, similar to the voucher questions restaurants receive, described in voucher and gift card questions from restaurant guests. Explaining how charity gifts work, and what the recipient receives, helps.
Capturing requests properly
Detail changes and receipt requests need the donor's name, contact details and what they need. Structured questions, like those used at reception desks and described in receptionist screening questions, make these requests easy to process.
Answering at any hour
SpideyChat for nonprofits answers donor admin questions from your own pages at any hour and captures requests for the supporter team. Volunteers asking their own admin questions are covered in volunteer enquiries that fizzle out without a reply.
A supporter help page
Write a supporter help page covering tax relief, regular giving, updating details, receipts, legacies and in-memory giving. Then let donors get answers whenever they need them. Try SpideyChat on your own site, or read about answers on the features page.