Support

Raise it against the record, not in an email thread

Gift Aid queries used to live in an email chain — a spreadsheet attached, four people copied in, and a decision nobody could find eighteen months later when HMRC asked how a figure was reached.

In Cascade 2.0 you raise the query inside the platform, against the thing it is about: a donation, a supporter, a line on a tax claim. It becomes an Action with an explicit lifecycle — logged, in review, applied, resolved — that your team and ours are both looking at. The full history stays on the row, next to the data it concerns.

Nothing is quietly closed. A query stays open until somebody decides it, and if the same one is raised twice you are pointed at the open one rather than having the second attempt disappear.

How it works

Most support is work you no longer have to raise

Rejects fix themselves before they reach us

An HMRC rejection used to be a support ticket. Now it comes back into Gift Aid Hub with the reason code translated into English and a suggested fix — bad NI number, missing address, declaration expired at the time of the donation — and the retry and repair loop runs automatically. The awkward eligibility cases are decided in the product too, so ‘why did this claim fail’ is a screen rather than a question.

Changing a rule is a setting, not a ticket

Your Gift Aid eligibility rules are configuration held against your charity, not code held in our release cycle. ‘This regular giving product is never claimable’ and ‘this restricted fund needs sign-off’ are toggles you own. Nothing waits on us, and nothing waits on a deployment.

Getting your data in is our job, not yours

Your data reaches Cascade as an agreed extract from your CRM, finance system or giving platform, on a schedule agreed with you, or as a secure upload where an automated feed is not practical. We handle the transformation onto the governed Cascade model. If a feed does not arrive or does not look right, that is ours to chase.

On the record

Every answer keeps its audit trail

A support answer is worth nothing in an audit if you cannot show how you reached it. Because queries are raised against the claim, supporter or donation itself, the decision lands where the evidence already is.

When HMRC or a trustee asks why a donation was included, excluded or repaired, you get who, when and why in one click — not a week of spreadsheet archaeology and a search through an old inbox.

HMRC recognition

Our Gift Aid software is recognised by HMRC, and we have worked with HMRC on Gift Aid for over twenty years — keeping our submission processes inside their standards, asking them the awkward questions on behalf of clients, and making sure a charity knows what will be asked for if it is audited.

Already using Cascade, or thinking about it?

If you are already with us, raise it in the platform against the record it concerns and it will be picked up with its history attached. If you are not yet, tell us what your Gift Aid process looks like today and we will tell you honestly what Cascade would and would not fix.

Get in touch

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