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Emails your donors receive

Together emails your donors for you — a receipt when a gift clears, a heads-up while a bank debit settles, and a notice if a payment fails. Here's exactly what each one says and how to brand them.

When a donation comes through one of your forms or checkout links, Together handles the donor-facing email itself — you don't wire up anything in Stripe. There are three emails, each tied to a moment in the payment's life. All three carry your branding.

EmailWhen it sendsIs it a tax receipt?
Donation receiptOnce the gift is confirmed — instantly for card, once the bank clears for BECS/PayToYes
Processing noticeThe moment a bank-debit gift (BECS Direct Debit or PayTo) is set upNo
Payment failedIf a bank-debit gift is later declinedNo

A card or wallet payment settles immediately, so the donor gets the receipt and nothing else. A BECS Direct Debit or PayTo payment takes a few business days to clear, so the donor first gets the processing notice, then either the receipt (it cleared) or the payment-failed notice (it didn't).

The donation receipt

Subject: Donation receipt — your organisation.

Sent automatically the moment a donation is confirmed, and only once per gift — a donor never gets a duplicate receipt, even if the payment system retries behind the scenes. It contains:

If the donor typed contact details on the form that differ from what you already hold, the receipt also shows a single Update my details on file button, so they can confirm the change in one click. Nothing is changed on your records until they do.

The processing notice (BECS and PayTo only)

Subject: Your direct debit to your organisation is being set up (BECS), or Your donation to your organisation is processing (PayTo).

Bank debits don't settle on the spot, so this email sets expectations: it tells the donor the gift amount is on its way, that it usually takes a few business days to clear, and — in bold — that this isn't a receipt and the receipt will follow once the payment clears.

For a BECS Direct Debit it also restates the Direct Debit Request the donor authorised — account-holder name, BSB, and the last four digits of the account — followed by the standard direct-debit service-agreement wording. Card and wallet donors never see this email.

The payment-failed notice

Subject: There was a problem with your payment to your organisation.

If a bank debit is declined after it was set up, Together lets the donor know plainly: the gift didn't go through, no money has been taken, and they're welcome to try again — with a link straight back to your website when you've set one in branding. It's reassuring by design, so a failed debit doesn't read as a charge the donor needs to chase.

Branding every email

All three emails inherit the look you set at Settings → Branding:

So once your branding is set, these emails already look like they came from you.

Customising the copy

The receipt's intro paragraph — the line under the greeting — is yours to set at Settings → Branding. Leave it blank to use Together's default wording. You can drop in {{ORGANISATION_NAME}} and {{AMOUNT}} and they'll be filled in per donation.

The processing and payment-failed notices use fixed wording; you brand them, but you don't edit their text.

The thank-you message on the donation form is a different thing — it's the text shown on the success page right after a donor pays, set per form in the form editor, not an email.

Donations you record by hand

Offline gifts you enter yourself — cash, cheque, a bank transfer — don't trigger any of these emails. You're recording a gift that already happened, often one the donor was already thanked for, so Together doesn't email them on your behalf.

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