WeShare Customer Support

WeShare Customer Support

 
WeShare Topics
Financial Transaction Information How to enter donations for donors How to set up WeShare Mobile Payments on an iPod or iPhone How to set up WeShare Mobile Payments on an iPad How to add multiple users in minutes How to use your mobile card reader How to add a collection How to edit a collection How to add an event How to edit an event How to use Transfer Reports How to import reports into PDS How to import reports into ParishSOFT How to import reports into ConnectNow How to import reports into Servant Keeper How to import reports into Shelby How to import reports into LOGOS Contact your WeShare Engagement Manager How to view your bank accounts How to use the Financial Message Center How to change your site colors How to change your time zone How to change your email settings How to use the Engagement Library How to add a user How to send an email to all your members How to export all your user’s information How to change your File Export settings How to change your site name or picture How to use your Manage Users database
WeShare FAQs
How do I embed WeShare on my website? How do I import data into my church management software? How do I build a form? What if someone needs a refund? How do members sign up and give? How do I add or delete a site administrator? How do I add WeShare to Facebook? How do I download form responses? What if I see a blank screen in WeShare? How do I customize a Giving Receipt? How do I get a link or button for a specific event? How do I get a link or button for a specific collection? What does the financial message “Hold Call” mean? What does the financial message “Notice of Change (NOC)” mean? What are Submitted, Processing, Completed or Failed donation messages? How does a donor print their giving history? How do I add a Collection Manager? How do I add an Event Manager? How does a Collection or Event Manager access the site?
ParishPay FAQs
Will there be any disruption of my deposits? How long will the upgrade from ParishPay to WeShare take? How will the upgrades to WeShare work? Will my donor’s data be safe and secure? Does LPi support all my donor’s current payment sources? Who do I contact for customer support? What new features does WeShare offer for my parish? Are these new features available in WeShare going to cost anymore? Will I need to create a new profile? How will I view my donation history? Does LPi help me promote increased adoption of online giving at my parish??

WeShare Customer Support

Need immediate assistance? Please take a look at our Topic and Frequently Asked Questions below to see if we have an answer ready for you. If you don’t find the answer to your question here, please contact your Engagement Manager.
 
Financial Transaction Information

This article covers several financial topics such as definition of terms, details of the chargeback process, and common failed transaction codes.

DEFINITION OF TERMS

Here are several terms you might run across in WeShare and what they mean:

Payment Card Industry (PCI) – Security standards imposed by the Payment Card Industry Security Standards Council that are accepted by all major credit card companies and are required of all WeShare customers that accept or store credit card information.

Chargeback – A chargeback occurs when a cardholder contacts their credit card issuer to dispute a billing entry. A cardholder can dispute a WeShare transaction if they believe that the charge is unauthorized. The proceeds from the original transaction are subtracted from WeShare’s bank account. When funds are removed from WeShare’s bank account, the funds will then be removed from the customer’s account in order to make WeShare financially whole from the chargeback.

Refund – A process during which the transaction is reversed and sent back to the donor. Credit card refunds are processed within 48 hours of the related transaction settling from processing. The settling process can take up to seven days before the refund process can begin. ACH transactions (EFTs) through checking accounts can take several days and are refunded via a paper check, the refund fees are stated in your WeShare agreement.

ACH/EFT – Checking/savings account transactions. WeShare does not process automated refunds for ACH/EFT transactions, ALL ACH refunds must be processed via a paper check. WeShare of LPi issues and mails the physical check to the member directly unless otherwise specified.

 

Chargeback Q&A Process

If one of your members initiates a chargeback through their credit card processor, you will be contacted by our WeShare Administrator who will provide you with the necessary information regarding the chargeback and its status.

How does WeShare handle Chargebacks?

WeShare’s compliance office will communicate with the disputing financial organization and provide the necessary documentation to resolve the chargeback.

What is the fee for processing a chargeback?

The fee depends on the type of chargeback in question. You can find additional information about your fees by reviewing your WeShare Agreement or by contacting your Engagement Manager.

Which cards execute chargebacks?

American Express, MasterCard, Visa and Discover all execute chargebacks on behalf of their customers.

How long can a chargeback take to process?

Depending on the financial institution, chargebacks can take anywhere from 6-10 weeks to complete.

Common Failed Checking/Savings Account Codes

R29 – Corporate Customer Advises Not Authorized – RDFI has been notified by Receiver (nonconsumer) that entry was not authorized

R20 – Non-Transaction Account – ACH entry is destined for a non-transaction account (i.e., an account against which transactions are prohibited or limited)

R13 – RDFI Not Qualified to Participate – financial institution is not qualified to participate in ACH or the routing number is incorrect

R10 – Customer Advises Not Authorized – customer has authorized RDFI that Originator of transaction is not authorized to debit account (must be returned no later than 60 days from settlement date of original entry and customer must sign affidavit)

R08 – Payment Stopped – Receiver of a recurring debit transaction has stopped payment on a specific ACH debit. (RDFI should verify the Receiver’s intent when a request for stop payment is made to insure this is not intended to be a revocation of authorization)

R07 – Authorization Revoked by Customer – consumer, who previously authorized ACH payment, has revoked authorization from Originator (must be returned no later than 60 days from settlement date and customer must sign affidavit)

R04 – Invalid Account Number – unauthorized debit to consumer account using corporate SEC Code (CCD, CTX, CBR)

R03 – No Account/Unable to Locate Account – account structure is valid and passes editing process, but does not correspond to individual or is not an open account (this can also be because the account type is wrong)

R02 – Account Closed – previously active account has been closed by customer or customer’s bank

R01 – Insufficient Funds – available balance is not sufficient to cover the dollar amount of the debit entry

 

Common Decline Credit/Debit Card Account Codes

Call – This means that the card holder’s credit card company has blocked the transaction. Have the member call the 800 number on the back of the card and find out why.

Hold-call or Pick Up Card – There is a problem with the card. Have the member call the 800 number on the back of the card and find out why.

Do not honor – The member’s credit card company is telling WeShare not to honor the card. There is a problem with their account. Have them call the 800 number on the back of the card to find out why.

Decline – Invalid Transaction – Please verify that the credit card information is correct and run the transaction again.

Card No. Error – Account number entered incorrectly or mistyped. Verify account number with customer and re-enter the card number again.

No Reply – The card holder’s bank is not replying to the credit card transaction. Try waiting and then rerunning the transaction.

Transaction not permitted – The bank that has issued this card does not allow this type of purchase. Have the client call the 800 number on the back of their card for further explanation.

Decline Exceeds issuer withdrawal limit – Card cannot be used until withdrawal limit has been increased/lifted.

Decline Activity limit exceeded – Card cannot be used for the purchase.

No Account – Issuing Bank is declining the transactions, and they’re may be a problem at the issuing banks end. Clients need to contact corresponding institutions. It appears both clients have the same issuing bank.

Back to Top
How to enter donations for donors

The Rapid Transaction Entry function allows a church or organization to quickly enter in a donation on behalf of a donor without having them create a donor account of their own. This feature instead creates an account for them and is especially useful if your church or organization receives pledge cards from your donors.

Note: This feature is only available for collections. The Rapid Transaction Entry cannot be used for event payments.

Step One: Log in to your WeShare site using your email address and personal password.

Step Two: Click on the Admin button to access the administrative Control Panel.

Step Three: Go to the Giving Management toolbar and click on the Rapid Transaction Entry icon.

Step Four: Select the Collection the donor has chosen to support from the drop-down menu.

         

Step Five: Enter in the donor’s personal information. Required fields are indicated by an asterisk. Note: E-mail address is not a required field, but it is strongly advised.

Step Six: Enter in the donor’s payment type and account information.

         

Step Seven: Indicate whether the donor is making a One Time or Recurring donation from the drop down menu. For recurring donations, select the frequency of the donation.

       

Step Eight: Enter a Transaction Comment if needed and click Next to proceed to the confirmation screen.

Step Nine: Confirm the transaction information, check the I Agree box and click Next to complete.

          Back to Top
How to set up WeShare Mobile Payments on an iPod or iPhone

With WeShare’s mobile card reader, you can now accept donations and payments from any iPod or iPhone and never say no to a sale again. It’s perfect for festivals, auctions, bake sales, fundraisers, or anywhere you want to accept credit cards.

If you have not yet purchased a WeShare mobile card reader, please contact your Engagement Manager for details. If you have already purchased one, here’s how to set up your device:

How to Set Up Your Mobile Card Reader
  • Take your WeShare mobile card reader and insert it into the audio jack of your iPod or iPhone.
  • Click on the App Store icon and search for the WeShare Mobile Payments app.
  • Click the download icon to Download the app. Once your download is complete, click to Open.
  • When the app opens, tap the blue Setup button to connect it to your WeShare site.
  • Enter your unique WeShare site address into the Enter Site Name box and click Connect. For example, if your site name is saintmary.weshareonline.org, enter saintmary into the box.
  • Enter your WeShare Administrator login information into the corresponding Email Address and Password boxes and click Connect.
  • Back to Top
    How to set up WeShare Mobile Payments on an iPad
    Back to Top
    How to set up WeShare Mobile Payments on an iPod or iPhone

    With WeShare’s mobile card reader, you can now accept donations and payments from any iPod or iPhone and never say no to a sale again. It’s perfect for festivals, auctions, bake sales, fundraisers, or anywhere you want to accept credit cards.

    If you have not yet purchased a WeShare mobile card reader, please contact your Engagement Manager for details. If you have already purchased one, here’s how to set up your device:

    How to Set Up Your Mobile Card Reader
    • Take your WeShare mobile card reader and insert it into the audio jack of your iPad.
    • Click on the App Store icon.
    • At the top of the screen, toggle the iPad Only menu to iPhone Only.
    • Search for the WeShare Mobile Payments app.
    • Click the Get icon to download the app. Once your download is complete, click to Open.
    • Click the download icon to Download the app. Once your download is complete, click to Open.
    • When the app opens, tap the blue Setup button to connect it to your WeShare site.
    • Enter your unique WeShare site address into the Enter Site Name box and click Connect. For example, if your site name is saintmary.weshareonline.org, enter saintmary into the box.
    • Enter your WeShare Administrator login information into the corresponding Email Address and Password boxes and click Connect.

    Your site is now configured and ready to accept payments

    Back to Top
    How to Add Multiple Users in Minutes

    To add multiple users to WeShare quickly and easily, click the Bulk User CSV Import icon, located in the User Management toolbar.

    Click the Browse for CSV File button to locate your formatted spreadsheet, and then click Next.

    A window will open prompting you to find and select the file on your computer. After the list imports, you will be given a chance to preview that the information has imported correctly, and to select or unselect which users you would like to add. Be sure the box next to “Email login information to new users after the import is complete” is checked before clicking “Finish,” so that your new users will receive an email invitation to create a password for their accounts.

    Back to Top
    How to use your mobile card reader

    With WeShare’s mobile card reader, you can now accept donations and payments from any iPad, iPod, or iPhone and never say no to a sale again. It’s perfect for festivals, auctions, bake sales, fundraisers, or anywhere you want to accept credit cards.

    If you have not yet purchased a WeShare mobile card reader, please contact your Engagement Manager. If you have already purchased one and have set it up, here’s how to use your device:

    How to use your mobile card reader

    1. Make sure your WeShare mobile card reader is plugged into the audio jack of your connected iPad, iPod, or iPhone device. Turn on the device and click the WeShare app icon.
    2. Select the Collection that the donation or payment is going to. Note that only Giving Opportunities set up as Collections will show up within the app.
    3. Select a donation or payment amount listed or click Enter Custom Amount to choose a different amount.
    4. Once an amount is selected, click the blue Continue to Swipe button.
    5. Swipe the credit card through the mobile card reader. The name, encrypted card number, and expiration date will appear on the screen briefly.
    6. A signature screen will now appear. Ask the cardholder to sign the screen using their finger and click Finish when completed.
    7. If you wish to view this transaction, it will immediately appear in the Transaction Activity Log of your WeShare site and a user account will be created. Log in from any computer and you will be able to see it.

    If you have any further questions regarding the WeShare Mobile Reader, please contact your Engagement Manager.

    Back to Top
    How to add a collection
    Back to Top

    Click the Manage Giving Opportunities icon in the Giving Management toolbar. You’ll see a menu where you can add new Collections, or edit and manage existing ones.

    To Add a New Collection

    • Click the Add New Collection button. You will be prompted to give the Giving Opportunity a name and choose a Bank Account to assign the Collection to.
    • You can also Upload a Picture or select a default image from our Image Library. If you choose to upload a picture, be sure that it is in .jpg, .gif, or .png format with a file size of less than 5 MB (we recommend the picture be at least 250 x 250 pixels).
    • Take time to write a Brief Description and Full Description that explains the Collection, and assign a specific URL to the Giving Opportunity URL (the default URL will be the name you give to the Collection).
    • Choose whether to Allow Recurring Donations to the Collection, and if funds transacted to this collection should be called “Donations” or “Payments,” then select Next.
    • You will then be prompted to add contact information for this particular Collection: a Contact Name, Email Address, and Phone number, as well as a “From” Email Address for Sent Emails and Friendly “From” Name for Sent Emails (this is the email address and name that will appear on replies you send to donor inquiries).
    • You can then choose whether to Show Collection on the Home Page (e.g., if a Collection is still in its planning stage and you don’t have all the necessary information yet, you can still create the Collection, but choose not to have it show up on the Home page until it is ready to accept donations). Or, you opt to only show the Collection for a specific period of time. When you have filled in all the information, click Next.
    • Finally, select the Allowed Payment Types for this Collection by checking the box next to each of the options you would like to make available, and enter a standard Donation Receipt Email Text. Click Finish to finalize.
    • Back to Top
      How to edit a collection
      Back to Top
      How to add an event
      Back to Top
      How to edit an event
      Back to Top
      How to use Transfer Reports
      Back to Top
      How to import reports into PDS
      Back to Top
      How to import reports into ParishSOFT
      Back to Top
      How to import reports into ParishSOFT Connect Now
      Back to Top
      How to import reports into Servant Keeper
      Back to Top
      How to import reports into Shelby
      Back to Top
      How to import reports into LOGOS
      Back to Top
      Contact your WeShare Engagement Manager
      Back to Top
      How to view your bank accounts
      Back to Top
      How to use the Financial Message Center
      Back to Top
      How to change your site colors

      In the Site Configuration Toolbar, click the Color Scheme icon.

      Scroll through the options and select the color scheme for your WeShare site. Click the Reload Now button to save your changes.

      Back to Top
      How to change your time zone
      Back to Top
      How to change your email settings
      Back to Top
      How to Use the Engagement Library
      Back to Top
      How to add a user
      Back to Top
      How to send an email to all your members
      Back to Top
      How to export all your user’s information
      Back to Top
      How to change your File Export settings
      Back to Top
      How to change your site name or picture
      Back to Top
      How to use your Manage Users database
      Back to Top
      How Do I Embed WeShare On My Website?

      Embedding WeShare within your church or organization’s website allows your members to access the entire Online Donation and Event Management platform without ever leaving your website. We recommend that along with this option you give your members a button on your website’s homepage that connects them to WeShare.

      We’ll show you how to do both.

      Full Site Embed

      To embed the entire WeShare site, first click on the Embed Widgets icon located on the Publishing toolbar. Then click the Get Embed Code button located next to the Embed Online Giving Widget. Next, copy the Online Giving Widget HTML Embed Code to your clipboard by double-clicking it or by highlighting it and typing Ctrl + C.

      Paste that code into an e-mail and send it to your webmaster. They will be able to paste the code directly into a page of your website and the embed will automatically appear on the page.

      Button Widget

      The button widget can be used to place a small button on your website homepage using HTML code that will link directly to your WeShare site.

      To obtain the HTML code that will generate this button, first click on the Embed Widgets icon located on the Publishing toolbar. Then click the Get Embed Code button located next to the Embed Online Giving Link Widget. Next, copy the Online Giving Link Widget HTML Embed Code to your clipboard by double-clicking it or by highlighting it and typing Ctrl + C.

      Paste that code into an e-mail and send it to your webmaster. They will be able to paste the code directly into a page of your website and the button will automatically appear on the page.

      Back to Top
      How Do I Import Data Into My Church Management Software?

      With WeShare, you can easily import transaction data into your Church Management Software. Just click on your system below for instructions:

      PDS ParishSOFT ParishSOFT Connect Now Power Church Servant Keeper Quickbooks LOGOS Back to Top
      How do I build a form?

      Forms are a great way to collect additional information from your donors before they complete their donation or registration payment. For example, you could collect the names and ages of students enrolling in Religious Education.

      To begin building your form, click on the Manage Giving Opportunities icon located on the Giving Management toolbar. Next, click Manage Collection/Event next to the Giving Opportunity you’re building a form for. Lastly, click on the Form icon and begin entering your questions.

      Click here to watch a tutorial video on building a form or read how to enter questions below:

      Entering Form Questions

      As stated above, you will begin building your form by clicking on the Forms icon and entering questions. Here’s how to enter those questions.

      Step One: Click the Create New Form item button.

      Step Two: Choose a form item type. Here are the different form item types you can choose from:

      And here’s an explanation of each:

      • Text Entry Box: If the question you’re asking requires a text answer (e.g., What is your name?), then select this form item.
      • Numeric Entry Box: If the question you’re asking requires a numeric answer (e.g., How old are you?), select this form item. Do not use this form item for phone numbers or e-mail addresses as it will not recognize any characters other than numbers.
      • Drop-down List: If the question will be multiple choice (e.g., What T-shirt size are you? Small Medium or Large?), select this form item.
      • Check Box: If the question requires a simple check box response, select this form item.
      • Section Header/Paragraph: If you need to label a section of the form you’re creating or provide instructions to donors, use one of these form items.

      Step ThreeOnce you’ve added all of your questions, click the OK button to save your changes. The form will now be visible to your donors.

      Back to Top
      What if someone needs a refund?

      All refund requests are processed through the Liturgical Publications Finance Department. Please allow 3-7 business days for the refund to reach your user’s account. To process your request, please email your Engagement Manager the following information:

      • Name, City, and State of the parish or organization
      • First and last name of the user who has requested the refund
      • Transaction date
      • Refund amount

      Once we receive the information we’ll be in touch as soon as possible!

      Back to Top
      How Do Members Sign Up And Give?

      WeShare used to require members to set up an account before they made a donation. Today, anyone can easily create an account and donate to a giving opportunity at the same time.

      1. From the main WeShare page, your member simply clicks on the collection they wish to give to.
      2. Your member then clicks to set up a Recurring or One-Time donation and selects a recurrence pattern.
      3. Your member fills out all of their payment and contact information on a single form.
      4. Once the information is filled out, the donation will be finalized and the account will be created. They will receive a Success notification and a welcome e-mail, receipt, and login information will sent to the e-mail address provided.
      Back to Top
      How do I add or delete a site administrator?

      WeShare Site Administrators have full access to the Admin Control Panel and can make other users administrators as well. Every WeShare site should have at least two site administrators.

      To be an administrator, someone must first be a user on the site. They can either add themselves or you can add them using the Add User button located on the main Control Panel. Once they’re added, making them an administrator is easy.

      Step One: Go to the Site Configuration toolbar and click on the Site Administrators icon.

      Step Two:You will see a full list of every user on the site. This does not mean that they are all administrators, only that you have the option to make them one. Find the user you would like to make an administrator and click their name to highlight it.

      Step Three:If you are looking to delete an administrator, click on their name to remove the highlight. Note that this does not delete them from the system, it simply revokes their administrative rights to the site.

      Step Four: Click OK to save your changes.

      Back to Top
      How do I add WeShare to Facebook?

      Adding WeShare to your Facebook page is a great way to help promote events and increase giving. Parishioners can donate, submit payments, or register events right from Facebook.

      Here’s how to get started:

      Step 1

      Log in to your WeShare site. Go to the Publishing toolbar on the Admin Control Panel and click the Embed Widgets icon.

      Step 2

      Click the Get Embed Code button for the Embed Online Giving Widget. In the Width box, enter 750.

      Step 3

      Copy the Online Giving Widget HTML Embed Code to your clipboard by highlighting the code and clicking Ctrl + C to copy.

      Step 4

      Log in to Facebook. Type Static HTML: iframe tabs into the search bar and click on the app.

      Step 5

      Click the green Add Static HTML to a Page button.

      Step 6

      From the dropdown menu, select your church Facebook page from the dropdown list and click Add Page Tab. This will take you to your church’s Facebook page.

      Step 7

      Click the green Set up tab –> button.

      Step 8

      You will now see a tab labeled index.html. Highlight and delete the text in the box. Next paste the code you copied in step 3.

      Step 9

      Click the Actions menu and select Edit name and image from the dropdown.

      Step 10

      Rename the tab as Online Giving or whatever name you choose and click the Save tab name button. Then click the Save & Publish button.

      Step 11

      Return to your Facebook page, select the new tab and your WeShare site should appear.

      If you have any difficulties setting up WeShare on your Facebook page, contact your WeShare Engagement Manager for help. If you are not the Facebook administrator for your church, please forward these instructions to the appropriate person.

      Back to Top
      How Do I Download Form Responses?

      If your Form was created in an Event:

      Form responses will appear in the Event’s Registration List. To download this list, click the Export List to Spreadsheet button, which will allow you to save the list in an editable .csv spreadsheet. Or, click the Export Form Responses to PDF button, which will generate your Form responses in an easy-to-read PDF.

      If your Form was created in a Collection:

      Form responses will appear in the Collection’s Transaction Activity Log. To download this list, choose a Begin and End date, and click the Export to CSV button, which will allow you to save the list in an editable .csv spreadsheet. Or, click the Export Form Responses to PDF button, which will generate your Form responses in an easy-to-read PDF.

      Back to Top
      What if I see a blank screen in WeShare?
      Back to Top
      How do I customize a Giving Receipt?
      Back to Top
      How do I get a link or button for a specific event?
      Back to Top
      How do I get a link or button for a specific collection?
      Back to Top
      What does The financial message “Hold Call” mean?
      Back to Top
      What does The financial message “Notice of Change (NOC)” mean?
      Back to Top
      What are Submitted, Processing, Completed, or Failed donation messages?
      Back to Top
      How does a donor print their Giving History?
      Back to Top
      How do I add a Collection Manager?
      Back to Top
      How do I add an Event Manager?
      Back to Top
      How does a Collection or Event Manager access the site?
      Back to Top