Below is a list of common questions regarding Kindful Payments including how to track and report, what to do with declines/failures, viewing payouts, and more.
Which card types are accepted?
With Kindful Payments, you're automatically set up to accept all major cards as soon as you create your Kindful account. Nonprofits in the United States can accept Visa, Mastercard, American Express, JCB, Discover, and Diners Club debit and credit cards.
Can someone donate using their bank account and routing number?
Yes! Kindful Payments supports donations made with Bank Account & Routing numbers.
I just noticed that some transactions were refunded even though this did not go through the office staff. Why is that?
When an ACH payment is made, a "soft approval" is placed on this with the bank. This allows the payment to immediately show up in your account. If it fails when the bank attempts to approve it, the gateway will mark it as unsuccessful and display it as a refund.
My donors received an error message for their zip/postal code and they are unable to continue. What can we do?
If you are collecting the address using the Donation Plugin or the Events module, your donors will feel like they are duplicating their address entry. They will always have to insert their billing zip code on the donation forms as a way of validation of the donation processing. This secondary postal code entry box appears as they are entering in their card details, and it must be filled out to complete the donation.
How do I track my payouts and fees?
You can track your payouts (bank deposits) in Kindful. Here you can see deposits and fees separately for accounting purposes.
Tip: To view fees charged for Kindful Payments, select View from the Payouts list to view the detail of a Payout. You’ll see a Fees line item along with the net payout amount.
Does Kindful Payments charge any additional fee for international, Stripe-supported currencies?
Can I use Kindful Payments?
Only tax-exempt 501(c)(3) organizations in the United States can use Kindful Payments.
How are funds transferred?
Kindful Payments transfers funds to your bank account depending on your pay period. New Kindful Payments customers receive a seven-day probationary payout period, assuming Kindful Payments remains connected for that same period.
After the first successful payout, the nonprofit is authorized for 2-business-day rolling payouts if there is no fraudulent activity.
If an authorized account is disconnected then reconnected, the 2-day payout schedule persists. In other words, disconnecting an authorized account does not change its payout schedule.
Note: You will not receive funds if your payout balance is below $1.
How often do funds payout to my bank account?
We transfer funds within 2 business days on a 2 business day payout schedule. Some banks may take longer to process transactions. Payouts occur daily when funds are available. It's not currently possible to alter the payout schedule.
What counts as a business day?
For merchants in the United States, business days are Monday to Friday, except federal holidays.
Payout shows “Paid” but no funds have been deposited.
We transfer funds every day, but most banks will only process the transfer on business days. This means that if funds were sent to you on a holiday or a weekend, you would probably see the money in your bank the next day your bank is open. For transfers sent on business days, you should be seeing the funds by the next day.
If the transfer was submitted on a business day and you don’t see the money in your bank account within a couple of days, this likely means the transfer failed.
Can I receive payouts in other currencies?
Kindful Payments only supports payouts to nonprofits in the United States - $USD.
My payout “failed”. What do I do?
When payouts fail, this typically means there was an issue with the bank account that you have on file. This also places a hold on all pending transfers to your account until the issue with your bank account is resolved. If you update your bank account to a valid checking account, the failed transfers will be retried automatically within the following 72 hours.
If your current account is valid and you’re unsure why the transfer failed, you should reach out to your bank to investigate the issue.
How long does it take for my donor to get refunded?
We submit any refund you make to your donor’s bank immediately. They will receive the funds from a refund in their account approximately 5–10 business days after the original refund. This will vary based on your donor’s bank.
Note: Refunds might appear in the form of a reversal. In the case of a reversal, the original payment will drop off your donor’s bank statement, and a separate credit is not issued.
When a charge is refunded inside the authorization period of a charge (partial or full), the donor might not see a line item on their statement for a refund as we simply adjust the capture amount for the charge when it settles. They might still see the charge as “Pending” on their statement until the period expires.
Can a refund be canceled?
No, refunds cannot be canceled. If the card that you’ve refunded is expired or canceled, the donor’s new card will be credited with the refund. In the rare case that the donor doesn't have a new card, the bank will usually send the refund to the donor’s bank account.
Are there any processing limits or fund reserves?
There is no limit to the amount you can accept each month/per transaction through Kindful Payments, and your funds will be transferred to your bank account on the same schedule regardless of volume. Kindful reserves the right to pause payouts if we notice questionable activity or abnormally large transactions until we verify there is no fraudulent activity.
Please note that Kindful Payments can only issue instant payouts above $9,999 to bank accounts, and not debit cards. The limit for a payout to a debit card is $3,000. We recommend that you setup and use bank accounts for all payouts; this method can accept instant payouts of any amount.
Can I refund a chargeback?
A dispute happens when the credit card networks refund a charge at your expense. Because of this, it's not possible to refund a disputed charge. If you did, you'd be giving your donor their money back twice.
Why am I charged a fee for each chargeback?
When a chargeback is filed, Kindful Payments is debited the full amount of the charge fee to help cover the cost of processing the dispute. You can submit evidence to have a dispute resolved in your favor – if you end up winning the dispute, we return the full amount (charge plus the chargeback fee) back to you.
My donor said the dispute was a mistake. Can it be reversed?
If you've talked to your donor and they've agreed to drop the dispute, then you should tell them to contact their bank and drop the chargeback. You should also submit evidence to the donor’s bank, including the statement where the donor said they would drop the charge. You could include evidence such as:
- The date and time that you received the payment
- The billing information that the donor used
- The IP address and country used for the payment
- Receipt information for the payment
My donor’s payment was declined. What do I do?
Declines happen for a variety of reasons. When we submit a charge to your donor’s bank, they have automated systems that determine whether or not to accept the charge. These systems take various signals into account, such as your donor’s spending habits, account balance, and card information like the expiration date and CVV.
Since these signals are constantly changing, a previously successful card might be declined in the future. Even if all of the card information is correct, and your donor previously had a successful payment, a future charge can still be declined by a bank’s fraud prevention systems.
Can I find out more about the decline?
We show as much information as we receive from your donor’s bank about a decline in the activities page in the transaction’s detail section. Most declines are generic, so we don’t have much information as to why a charge was declined. If all of the card information seems correct, it’s best to have your donor contact his or her bank, inquire for more information, and ask for future charges to be accepted.
My donors are being prevented from making a donation on my Kindful giving page. Donors are getting an error telling them the "destination account needs ... capabilities enabled". What does this mean?
When Kindful Payments is connected as a payment gateway, Stripe handles verification on your account, and here Stripe is saying your account still needs to complete the verification process with Kindful Payments (powered by Stripe) before it is able to receive funds.
If you go to your Payment Gateways page and click Settings under Kindful Payments, you will immediately be prompted to finish the setup.
Can I accept debit cards on Kindful Payments?
Kindful Payments can accept Visa, Mastercard, Amex, JCB, Discover, and Diners Club debit cards.
Can I move the card tokens (vault) from Kindful Payments to another payment provider?
While we hope that your experience with Kindful Payments is incredible, we understand if you need to switch payment processors. Kindful Payments does not currently support exporting card tokens, but we are actively working to bring this functionality to customers.
Where can I view my Payouts in Kindful?
There's a View Gateway Payouts option in Settings > Fundraising Settings, under the Gateways link. This option is only available when Kindful Payments is enabled for your organization and there has been at least one successfully Payout. This option will not display if a gateway has never been connected or Kindful Payments is disabled.
How can I see transactions associated with a specific Payout?
We’ve added a "by Payout ID" filter to view transactions associated with a Payout. Go to Activities, then select the Current View search field , select the “By Payout ID” filter and enter the Payout ID of the Payout you wish to view.
*Note, Seeing the individual transactions that make up each payout is only available when using Kindful Payments and Stripe. If you are using Authorize.net, you will not be able to see the individual transactions making up each payout.
Can I use other gateways with Kindful Payments?
Kindful Payments is a standalone gateway. But, it can be enabled along with the other gateways we integrate with: Stripe, Authorize.net, or PayPal.
What should I do if I get notified that a donor disputed a charge?
Contact the bank/card issuer and provide them with supporting documentation that proves the charge did happen.
Kindful Payments and QuickBooks: how will this affect the QuickBooks integration?
Using Kindful Payments will have no affect on the QuickBooks integration. In a related vein, Kindful Payments allows you to view deposits within Kindful, under the Payouts section (whereas previously deposits would only be viewable by logging into the respective payment gateway).
Will there be the ability to track fees separately per transaction?
Fees won’t be able to be tracked per transaction, but there is a new view for “fees charged” per Payout. This makes reconciliation much easier for Kindful Payments users.
Can Kindful payments be used for text-to-give or mobile donations?
Kindful Payments supports donations in the Kindful admin dashboard, on donation pages, and the donation plugin. This includes text-to-give, since text-to-give uses Kindful’s standard donation page checkout flow.
What's the conversion process to switch from Stripe and how long does it take?
Currently, Kindful is not able to convert your existing Stripe customers/charges over to Kindful Payments. Please email firstname.lastname@example.org if you would like for our team to look into potentially adding this functionality.
Using another Gateway with Kindful Payments?
If you were using a different gateway with Kindful before connecting Kindful Payments, any existing recurring transactions and billing profiles will not carry over to the Kindful Payments gateway. New billing profiles are created in Kindful Payments.
Using Stripe with Kindful Payments, will new donors/donations use Stripe or Kindful Payments?
Newly entered donations will be processed through Kindful Payments once it’s set up.
How long do ACH donations typically take to payout?
These take on average 7-10 business days to process. If these are a part of the first payout, they may take longer.
How do I know if an ACH donation is declined?
When an ACH donation is processed by Kindful Payments, the transaction activity will appear in your Kindful Account. However, it's possible that after 2-3 business days processing will return a decline. Declined transactions occur for many reasons, including insuffient funds in the donor's account.
How do I turn off SMS notifications?
Kindful Payments will send you SMS (text message) notifications from time to time, including when a deposit hits your bank. You can disable these messages by replying STOP and we don't send any further texts to that phone number
We changed our legal name. We tried to change our name in Kindful Payments, and it does not verify. What can we do?
With Kindful Payments accounts, the verification process is all controlled by Stripe. Without the documentation, there may not be an immediate fix for this. We recommend replying to the verification email from Stripe explaining your scenario and then Stripe will proceed from there.
Reconcile Payouts with Your Bank
Still have questions?
Feel free to send our support team an email, or you can call the phone number found in the lower left hand corner of your Kindful Admin account to speak to a team member.