How can we help?
Find answers to common questions or reach out to our support team
Refunds
How do I request a refund for a contribution?
Go to "My Contributions" in your account, find the contribution you want to refund, and click "Request Refund". You'll need to provide a reason for the request. The campaign's organizer or our team decides whether to refund it.
What is the refund eligibility period?
Contact us within 60 days of the contribution, as the Terms of Service say. After that, or once the funds have reached the organizer, a refund may not be available.
How long does it take to receive my refund?
Once approved, refunds typically take 5-10 business days to appear on your original payment method. The exact timing depends on your bank or card issuer.
Can I get a refund for a marketplace purchase?
Marketplace purchases follow the seller's return policy. Contact the seller first through our messaging system. If you can't resolve the issue, contact our support team for assistance.
Still need help with refunds?
Contact SupportDelivery Issues
How do I track my marketplace order?
Go to "My Purchases" in your account to see the status of all your orders. Once shipped, tracking information will be available if provided by the seller.
My item hasn't arrived. What should I do?
First, check the estimated delivery date in your order details. If it's past the expected delivery date, contact the seller through our messaging system. If you can't reach them or resolve the issue, contact our support team.
I received the wrong item or a damaged item
Take photos of the item and packaging, then contact the seller immediately through our messaging system. If the seller is unresponsive or unwilling to help, reach out to our support team with your order details and photos.
Can I change my shipping address after purchase?
Contact the seller as soon as possible through our messaging system. Address changes can only be made before the item ships. Once shipped, the address cannot be changed.
Still need help with delivery issues?
Contact SupportPayouts
When will I receive my campaign funds?
Contributions reach your OpenGiving wallet as soon as they're paid. Your campaign's share of a sale reaches it once the delivery is confirmed and the payment is released. To get the money out, withdraw it from your wallet to your PayPal account. Withdrawals up to $250.00 go out through PayPal automatically, usually within a few minutes. A larger one waits until someone on our team sends it.
What are the payout methods available?
Payouts are sent to your PayPal account. Enter your PayPal email when you request a withdrawal from your wallet.
Is there a minimum payout threshold?
Yes, the minimum withdrawal amount is $10.00.
Why is my payout on hold?
Withdrawals up to $250.00 go out through PayPal automatically, usually within a few minutes. A larger one waits until someone on our team sends it. Money from a sale isn't in your wallet until the delivery is confirmed and the payment is released. If PayPal sends a withdrawal back, the amount returns to your wallet balance. If something still looks stuck, contact support.
Still need help with payouts?
Contact SupportGeneral Help
How do I reset my password?
Click "Sign In" and then "Forgot Password". Enter your email address and we'll send you a link to reset your password.
How do I create a campaign?
Sign in to your account, click "Create Campaign" in the navigation menu, and follow the step-by-step guide. You'll need to provide campaign details, set a goal, and add images.
How do I list an item on the marketplace?
Go to the Marketplace section and click "List an Item". Fill in the item details, upload photos, set your price, and choose which campaign will receive the proceeds.
Is my contribution tax-deductible?
Tax deductibility depends on the campaign type and your local tax laws. Contributions to campaigns run by registered 501(c)(3) nonprofits may be tax-deductible, but OpenGiving doesn't check a campaign's nonprofit status. We provide contribution receipts for your records. Consult a tax professional for specific advice.
Still need help with general help?
Contact SupportCan't find what you're looking for?
Our support team is here to help. Send us an email and we'll get back to you.