What is split billing and what does it mean for our supporters?

Quick Answer

‘Split billing’ is when a supporter texts a donation amount and their network splits that amount into two smaller transactions. This will cause the supporter to receive two ‘thank you’ messages, rather than the standard one. It will not cost your charity or your supporter anything extra.

Want to know a little more?

‘Split billing’ might sound confusing, but don’t worry, we’re here to help.

Once you’re all signed up for our Text Giving service, you’ll be invited by email to log into your Donr Dashboard. Here, amongst other things, you can manage your keyword campaigns by editing the auto-reply text messages that go out to your supporters once they’ve donated.

You’ll see in the dashboard that there are two responses you can edit: Text Reply 1 and Text Reply 2. If your supporters opt to give an amount of £10 or below, your supporters will receive Text Reply 1, confirming that their donation has been successful (for example: “A big thank you! You’ve donated £5 to YOUR CHARITY NAME using donr. Help? 03334444111”).

However, if the supporter is a customer of O2 or EE, they may receive two confirmation texts. This is because both O2 and EE often break transactions down into smaller amounts. Therefore, it is simply our way of confirming that their donation has been broken down into two smaller amounts, and successfully processed.

For example, if a supporter using O2 opts to donate £15, this may appear as two transactions within their mobile bill (£10 + £5). So, they will firstly receive Text Reply 1, confirming that they have donated a total of £15 to your charity.

They will then receive a second text to reflect the second part of their transaction, which is the amount over the £10 threshold (for example: “This is the second part (£5) of your recent £15 donation to YOUR CHARITY NAME. Help? 03334444111”). Your supporters have not been billed more than the amount they initially opted to give.

Supporters who are on Three or Vodafone will be billed in a single transaction and will receive Text Reply One only.

We know this can be a little tricky to get your head around, so we hope we’ve explained it clearly enough. However, if you have any queries about this or any other aspect of your Donr experience, please get in touch with us at hello@donr.com or by calling 0333 4444 777.

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