Events Management: Charity Admin FAQs
Can I sell multiple types of tickets?
Yes! You can sell multiple ticket types including free and paid ticket types. You can also set the total number of tickets available for sale and the maximum number of tickets that can be purchased in a single transaction.
Can I change the total number of tickets available after I’ve launched my event?
You can set the number of tickets available when you create a new ticket type. Each time a ticket is sold, the number of remaining tickets available is reduced accordingly. You can increase or decrease the number of tickets available at any time. That said, once a ticket is sold, functionality is not provided to void that ticket or to facilitate return of that ticket.
Can I change the ticket sales price after I’ve launched my event?
You can change the ticket price if no tickets have been sold. Once the ticket start date has begun, you can reduce the number of tickets available such that the ticket type shows as sold out. You can then add a new ticket type offering the same features as the old ticket type at the desired price.
How and when do I receive ticket sale and donation proceeds made through my event?
Proceeds from ticket sales and donations made through your event page, less the applicable CanadaHelps fees, are disbursed as part of our standard CanadaHelps disbursement practices.
For charities that have completed electronic fund transfer (EFT) set-up, we transfer funds once every week. Donations made from Sunday to Saturday are disbursed the following Friday. It can take a few days to clear and appear in the charity’s bank account, depending on its arrangement with its bank.
For charities that have not completed EFT set-up, we issue a paper cheque. We write those cheques once a month if the charity has accrued at least $100 in donations, or once a quarter (every three months) if they’ve accrued less.
Do ticket sales and donations made through my event show in my standard CanadaHelps donation report?
Yes. Ticket sales and donations made through your event page will appear in your standard CanadaHelps donation report and can be easily identified by referring to the Donation Source column where “Event” will be indicated. The donor or purchaser’s full name, email and mailing address are included alongside relevant donation and ticket details.
Specific to Event ticket details, if a receipt has been issued the receipt number field will show the receipt number and the receipt amount field will show the receipted amount. If you selected the “No Receipt” option for all purchased tickets the “0” status will appear in these columns. If you select “Post Event Receipting” the status will appear as “Pending” until you complete this step. A column for the ticket name is also provided. Please note, if someone purchases multiple tickets, each ticket purchased will appear on a separate row in the donation report. No additional ticket details are provided in the standard CanadaHelps donation report but separate, downloadable detailed event ticket sales and attendee list reports are available.
Donations made through your Event will appear within the donation report. The donation source will indicate Event Donation. The ticket name column will indicate “Donation.” You can only enable donations through your Event page if an image of the signature of an authorized signing authority from your charity has been uploaded.
When your receipt will be sent is dependent on the receipting option you selected:
• Post-Event Receipting (most flexible option – recommended): If you do not know the eligible amount for a tax receipt amount for each ticket type until after you’ve sold your first event ticket, you must wait until the charitable event has ended and:
1. Return to the Tickets & Tax Receipts tab in the Events area of your CanadaHelps Charity Admin account.
2. Enter the eligible amount for a tax receipt for each ticket type.
3. Select Close Event.
At that time CanadaHelps will generate and send receipts for all eligible ticket purchases and donations. Should none of the tickets you sold be eligible for charitable tax receipts, you simply enter $0 to close out the event and avoid future reminders to complete this step, and in that case receipts will not be issued.
• Instant Tax Receipting: If prior to selling any tickets or receiving any donations through your event page, you enter the eligible amount for a tax receipt for all ticket types ($0 is an acceptable amount and will result in no receipt being sent related to this ticket), you can choose the Instant Tax Receipting option. In this case, CanadaHelps will generate and attach the charitable tax receipt from your charity to the transaction confirmation email. This is true for transactions that include event tickets and/or donations. If you choose this option, and you wish to add additional tickets later, you will only be able to add new tickets where you provide the eligible amount for a tax receipt up-front. You will be unable to change this amount once a receipt has been generated. You will need to manually cancel the receipt generated by CanadaHelps on your behalf in your charity files and issue a new receipt yourself to correct any issues as needed. New receipts should be issued using your charity’s current serial number (and not using the serial number or sequence utilized by CanadaHelps) and should reference the CanadaHelps receipt serial number when identifying the cancelled receipt.
• No Receipts: If you selected the “No Receipts” option, no charitable tax receipts will be generated. You cannot change from “No Receipts” to “Instant Tax Receipts” or “Post-Event Tax Receipting” once the Ticket Sales Start Date has begun.
CanadaHelps generates and sends a tax receipt to each ticket purchaser and/or donor on behalf of your charity. When someone purchases a ticket and makes a donation to your charity through your event page in a single transaction, CanadaHelps sends one email that contains a tax receipt for all purchased tickets and a second email that contains a tax receipt for the donation to your charity. Both tax receipts include all data points required by Canada Revenue Agency.
Is the charitable tax receipt issued by CanadaHelps or by my charity?
Receipting for donations made through your Event and tickets sold through your Event page are handled differently from donations made to your charity through the CanadaHelps.org direct donor site, your charity’s customized donation pages, and your charity’s Peer-to-Peer Social Fundraising campaigns. For these latter services, the donation is made to CanadaHelps with a direction to disburse to your charity. As a result, the tax receipt is from CanadaHelps with your charity listed as the beneficiary.
In contrast, with donations and ticket purchases made through your Events page, CanadaHelps will generate and send the receipt according to your directions, on your charity’s behalf and using your CanadaHelps serialized charitable tax receipt number for your charity. Although CanadaHelps is preparing and sending the tax receipt, it is a tax receipt issued by your charity and not CanadaHelps. You must keep a copy of the receipt for your books and records. You can manage receipts for your Event in the Tickets & Tax Receipts tab of your CanadaHelps Charity Admin account. You will be required to upload an image of the signature of a person from your charity authorized to sign charitable receipts. You will also be required to enter the eligible amount for a tax receipt and provide a description of any advantage the ticket purchaser received. As part of the service agreement, you are responsible for ensuring compliance with the Income Tax Act (Canada), all applicable laws and Canada Revenue Agency guidance.
How do I track and reconcile charitable receipts CanadaHelps issues on behalf of my charity?
A serialized charitable tax receipt number system is used for all Event tickets purchased for your charity.
All receipts are numbered in the following format: C-NNNNNNN-MMMMMMMMMM
The “C-” indicator ensures receipts generated by CanadaHelps and issued by your charity for events are clearly distinct and unique from receipts your charity issues for other donations from other sources. The NNNNNNN- is a 7 digit charity ID assigned by CanadaHelps to your charity. The MMMMMMMMMM is a 10 digit serialized number specific to receipts generated by your charity.
Can I send instant tax receipts and/or post-event tax receipts?
Yes. If you know the amount of the ticket price eligible for a charitable tax receipt for each ticket type offered for your event, you can select the Instant Tax Receipting option so the purchaser will receive their charitable tax receipt by email immediately after purchase accompanied by their tickets. Otherwise, use the Post Event Receipting option. Ticket purchasers will be notified that a charitable receipt will be issued post event if applicable. Once you know the eligible amount for a tax receipt, return to the Tickets & Tax Receipt tab of your CanadaHelps Charity Admin account to enter the eligible amount for a tax receipt for each ticket type to easily issue tax receipts.
Please note: If you enter an eligible amount for tax receipt that is less than 20% of the ticket price, a receipt will not be issued in accordance with charitable receipting rules under the Income Tax Act (Canada). In this case, we do not send a $0 value tax receipt nor do we notify the purchaser that a receipt does not apply and will not be sent.
Is the tax receipt sent to the purchaser or the attendee?
Receipts are issued to the ticket purchaser for the full eligible amount for a tax receipt of all tickets that they have purchased.
Can I run an event where charitable tax receipts do not apply?
Absolutely. You can run free events or ticketed events where the advantage received by the purchaser is such that a charitable tax receipt does not apply. Simply choose the “No Receipt” option in the Tickets & Tax Receipt tab. Or, for a specific ticket where a tax receipt does not apply, enter $0 as the amount eligible for a tax receipt. Please note, we do not send a $0 value tax receipt nor do we notify the ticket holder that a receipt does not apply and will not be issued.
How do I keep track of ticket sales?
Real-time sales information is available in the Sales & Donations tab in the Manage area of the Events service accessible from your CanadaHelps Charity Admin account. The Sales & Donations tab provides a quick overview of your fundraising progress, a detailed list of sales transactions, and the option to download the detailed sales report. From this screen you can send an email, resend purchased tickets, or resend the charitable receipt to one or more purchasers.
How do I manage attendees?
An Attendees tab is provided in the Manage area of the Events service accessible from your CanadaHelps Charity Admin account. The Attendees tab provides a quick overview of the number of tickets sold by ticket type and the number of attendees that have checked-in. A detailed list of attendees is provided and provides the option to edit select attendee information, as well as email, resend tickets or check-in one or more attendees in a single action. An option to download the detailed attendees report is also provided.
Are attendees automatically sent their tickets?
The ticket purchaser is always sent a PDF file containing all tickets they purchased and can also distribute these to attendees. If an email is collected for an attendee, the attendee is also sent an email that identifies who purchased the ticket for them, provides a link to event details, and their ticket in PDF format.
Can I resend a ticket to the purchaser and/or attendee?
Yes. From the Manage area of the Events service you can resend tickets. You can resend tickets to the purchaser from the Sales & Donations tab. You can resend a ticket to the attendee from the Attendees tab.
Can I cancel or refund ticket sales?
All ticket sales and donations are non-refundable. No facilities or support are provided for managing refunds. This information is communicated during ticket sale and/or donation checkout. You can however change the name of the attendee associated with a ticket.
NOTE: If your charity does choose to refund an event ticket purchase (e.g. issuing a cheque from your charity to the purchaser), it is not possible to update the CanadaHelps Event platform to reflect this change. Specifically, sales and attendee information will not reflect this refund. In addition, a receipt (if applicable) will be issued for the ticket and it is your responsibility to track that the receipt is void.
Can I void and/or issue a new charitable tax receipt?
No. The CanadaHelps Events service will issue a charitable tax receipt on your charity’s behalf but does not support voiding of an issued receipt. To void a charitable receipt you will need to log it accordingly in your standard receipt records. Should you need to issue a new receipt (e.g. to reflect an updated receipt amount), you will need to do so using your standard charitable receipting process.
Can I charge HST/PST/GST for my event?
Taxes do not apply to the vast number of charitable events. For more information, including general guidelines on taxes and charitable events, click here.
If taxes apply to your charitable event, your charity is responsible for any applicable taxes and should either set ticket prices to ensure the required amount is collected (if allowed) or should seek an alternative event management solution.
How do purchasers access their tax receipt?
You can use the CanadaHelps Events service to issue charitable tax receipts (when applicable) to ticket purchasers. Receipts are sent to the ticket purchaser by email and are attached in PDF format.
NOTE: Event ticket purchases and associated receipts are not saved to the purchaser’s CanadaHelps donor account since the receipt is issued by the charity running the event and not CanadaHelps. A re-send receipt feature is provided in the Manage Event area of your CanadaHelps Charity Admin account.
I have specific questions I need all attendees to answer. Can I add these into the ticket purchase process?
Today, for each ticket type that you create, you have the option to collect the first name, last name and email address of the attendee.
By March 31st, 2016 we will add a feature enabling you to add up to two custom questions. One question can be a text based response, ideal if you are looking for feedback or to learn more about participants. The other optional question is a multiple choice question where the purchaser will be prompted to select one choice; this is ideal for collecting t-shirt sizes, food preferences, and more.
Please note, it is the ticket purchaser who must provide this information. However, if needed, you can edit attendee information, including responses to the custom questions in the Attendees tab of the Manage area of the events service.
What other support tools are available for the CanadaHelps Events solution?
All public facing pages of your Event include a link to Frequently Asked Questions for ticket purchasers and attendees.
Charity Admins can access easy-to-follow how-to videos for using all of our CanadaHelps online fundraising tools, including our Events solution at:
You can also access this page anytime by logging into your CanadaHelps Charity Admin account and using the link provided at the bottom of the welcome screen.