For charities: the timeline at a glance
Draw day
Winners
- Get a winner email with how to claim
- Claim: add an address or confirm their email
RaffClub, automatically
- Emails each winner and you, then thanks everyone who didn't win
- Opens a Messages thread with each winner
You, the charity
- Read the “You have your winners” email
- Check your bank details on your draw page
Days 1 to 14
Winners
- Claim, if not done yet
- Hear when each prize is sent, with tracking
RaffClub, automatically
- Emails you as each prize is claimed
- Reminds unclaimed winners on days 3, 7 and 14, and sends you a summary
You, the charity
- Post each prize and add tracking or mark it sent
- Email digital prizes, then press Mark as sent
- Nudge quiet winners
Day 15
Winners
Nothing to do
RaffClub, automatically
- Payout becomes eligible
- Emails you when the transfer is sent
You, the charity
- Payout paid to your bank account
Most of your work falls in days 1 to 14: send each prize as its claim email arrives, and nudge anyone who hasn't claimed.
For charities: sending each prize
Each winner claims their own prize in their RaffClub account, and we email you as each one does with exactly where to send it. You never get a winner's details before they claim.
Everything happens on your draw page, under Winners & fulfilment (one card per prize) and Messages (one thread per winner; someone who won two prizes has one thread).
Posted prizes
- The winner adds a delivery address and phone number. You get an email, “[Winner] sent their address for [prize]”, and the address appears on that prize's card.
- Package the prize and post it with a tracked service.
- On the prize's card, add the carrier, tracking number and tracking link, or mark it as sent without tracking or handed over in person. We email the winner either way.
- If anything goes wrong (a delay, damage, a return), message the winner from your draw page.
A winner can't change their address once confirmed. If they ask to, agree the new address in Messages and post it there; the card keeps the original.
Digital prizes: vouchers, codes, experiences, holiday stays
- The winner claims the prize by confirming their email. You get an email, “[Winner] claimed [prize]”, with the address to send it to. The prize's card shows it with a Copy email button.
- Send the voucher, code or booking details to that address from your own email.
- Press Mark as sent on the prize's card. We email the winner that it's on its way, and the card shows it as sent.
- For stays, lessons and experiences that need dates, agree the dates in Messages first, or introduce the winner to the provider by email.
Collection prizes
- There's no claim step. Message the winner from your draw page to agree a place and time.
- Hand the prize over, keeping the arrangements in Messages.
For charities: keeping it moving
Messages
Every winner has a thread on your draw page, opened at the draw with a “Congratulations, you won [prize]” note. When you write, we email the winner; when they reply, we email you. Your own email and phone number stay private.
Keep arrangements in Messages rather than personal email or phone, so there's a record if anything is ever disputed.
Supporters who didn't win
Shortly after the winners are emailed, we email everyone who entered but didn't win. It thanks them for supporting you, says the winners have been drawn and that their tickets weren't picked, and tells them what supporters raised together, with a link to the winners on your draw page. So you shouldn't get many “did I win?” questions; if you do, point people to the winners on your draw page.
When a winner goes quiet
- We email every winner who hasn't claimed on day 3, day 7 and day 14 after the draw, and send you a summary of who's still outstanding.
- You can also message anyone outstanding from your draw page with a short nudge.
- If a prize is still unclaimed after the day 14 reminder, email support@raffclub.com and we'll help you work out what to do.
Your payout
Your payout becomes eligible 15 days after the draw closes and doesn't wait for prizes to be delivered. Its status shows on your draw page, with a prompt to add bank details if they're missing.
Common problems
- Problem
- A winner wants a different address
- What to do
- Agree it in Messages and post it there
- Problem
- A voucher hasn't arrived
- What to do
- Ask them to check spam, resend it, and note it in Messages
- Problem
- A provider needs the winner's details (a holiday company, say)
- What to do
- Ask the winner in Messages before passing anything on
- Problem
- A guest winner can't see their prize
- What to do
- Tell them to sign up, or sign in, with the email they bought tickets with
- Problem
- A posted prize is lost or comes back
- What to do
- Message the winner, check with the carrier, and email support if it needs resending
- Problem
- Anything else
- What to do
- Email support@raffclub.com
Checklist
- Read the “You have your winners” email
- Check your bank details on the draw page
- Post each prize as its address arrives, then add tracking or mark it sent
- Email each digital prize as it's claimed, then press Mark as sent
- Read the day 3, 7 and 14 summaries and nudge anyone still outstanding
- If a prize is still unclaimed after the day 14 reminder, tell support
For winners: after you win
We email you within about 10 minutes of the draw closing, naming the prize you've won and how to claim it. The charity only gets your details once you claim.
What happens
- The draw closes. Winners appear on the draw page a few minutes later.
- We email you with your prize and a button to claim it. A message from the charity is waiting in your RaffClub account.
- You claim your prize (below). The charity is told straight away.
- The charity sends it. We email you when it's on its way, with tracking if there is any.
- We remind you. If you haven't claimed, we email you on day 3, day 7 and day 14.
How to claim
- Prize type
- Posted
- What you do
- Add a delivery address, with a phone number for the courier
- What happens next
- The charity posts it; we email you when it's sent, with tracking if there is any
- Prize type
- Digital: voucher, code, experience or stay
- What you do
- Press Claim prize to confirm your email
- What happens next
- The charity emails it to you and we tell you it's sent; anything needing dates is agreed in Messages
- Prize type
- Collection
- What you do
- Nothing to fill in
- What happens next
- The charity messages you to agree a place and time
Use the button in your winner email, or sign in and go to Entries, then the draw.
Bought your tickets as a guest?
Create a free account, or sign in, with the same email you bought with. Your tickets and prize appear under Entries automatically, and the button in your winner email takes you straight there.
Questions
- Can I change my delivery address? Not once it's confirmed. Message the charity from your entry page and they'll sort it.
- Which email will my voucher go to? The one on your RaffClub account, shown before you claim.
- I won two prizes. Each has its own card to claim, and you have one conversation with the charity for both.
- How do I contact the charity? Press Message the host on your entry page. Your contact details stay private.
- Something's wrong with my prize. Use “Something wrong with this prize?” on its card, or email support@raffclub.com.
Every automatic email
Twelve automatic emails cover getting prizes to winners. Times are after the draw closes.
- When
- About 2 to 10 minutes
- “Congratulations! You won”: the prize and how to claim it
- Goes to
- Each winner
- When
- About 2 to 10 minutes
- “You have your winners”: every winner and what happens next
- Goes to
- Charity
- When
- About 2 to 10 minutes
- A message thread opens per winner: “Congratulations, you won [prize]” (in the app)
- Goes to
- Each winner
- When
- About 10 to 20 minutes
- “Thank you for supporting [charity]”: the winners have been drawn, and what supporters raised together
- Goes to
- Everyone who entered but didn't win
- When
- When a winner claims a digital prize
- “[Winner] claimed [prize]”, with the email to send it to
- Goes to
- Charity
- When
- When a winner adds a delivery address
- “[Winner] sent their address for [prize]”, with the address
- Goes to
- Charity
- When
- When the charity adds tracking
- The carrier, tracking number and link
- Goes to
- Winner
- When
- When either side sends a message
- A copy of the message
- Goes to
- The other side
- When
- When the payout is sent (eligible from day 15)
- Payout sent
- Goes to
- Charity
- When
- Day 3, 7 and 14, if unclaimed
- A reminder to claim
- Goes to
- Winner
- When
- Day 3, 7 and 14
- Who still hasn't claimed, and what's left to send
- Goes to
- Charity
- When
- When the charity marks a prize as sent, posted without tracking, or handed over
- “Your prize has been sent”, “Your prize is in the post” or “Prize handed over”
- Goes to
- Winner
Questions about a prize or a draw? Email support@raffclub.com.