Sometimes a donor trying to reach out for support with their donations will contact Fundraise Up directly, when they should be contacting your team. In those cases, we will connect the donor with your team for best handling.
While us at Fundraise Up may be technically qualified to answer questions about the donation checkout process or donation handling, those conversations are always a valuable opportunity to connect with your donor-base, and often extend into areas of conversation where an actual staffer of the nonprofit in question would be best equipped to answer.
It's our commitment as a B2B org that we are providing you the maximum value. Part of providing that maximum value is making a commitment to give you the best opportunities to connect with your supporters.
As such, in any case where a donor contacts Fundraise Up support, we will connect the donor with your team for best handling.