Help Desk: (021) 700 6500

We would recommend checking through the following questions prior to contacting our Help Desk.

Frequently Asked Questions:

Who do I pay?

  • All your payments must be made directly to the charity that you ordered the item from.

How do I pay?

  • NO CHEQUES DEPOSITS - NEDBANK ARE NO LONGER ACCEPTING CHEQUES
    • Nedbank are no longer processing cheques.
  • AVOID BANK TELLERS
    • Nedbank charges R80 + R2 per R100 deposited.
    • For Example: a Fee of R86 comes out of the R300 being deposited! Essentially Nedbank take 29% of the payment.
    • These charges weaken our fundraising efforts and only serves to boost Nedbank (who really don't need the money).
    • Consequently we urge you to please not pay at a Counter / Teller.
  • Payment Methods:
    • Electronic Fund Transfers (EFT) directly into the charity account.
      • This can be done online with you banking website or with your banking App.
      • Be sure to use the banking details provided on invoice or (click here)
      • BENEFICIARY REFERENCE: It is very important to use the 8-Digit Reference Code as shown on your Tax Invoice or within the Email/SMS's received. For Example A2100123.
    • ATM Deposits directly into the charity account.
      • This can be done at any ATM.
      • Be sure to use the banking details provided on invoice or (click here)
      • It is very important to use the 8-Digit Reference Code as shown on your Tax Invoice or within the SMS's received. For Example A2100123.
      • BENEFICIARY REFERENCE: It is very important to use the 8-Digit Reference Code as shown on your Tax Invoice or within the Email/SMS's received. For Example A2100123.

We do not send any reminders to Clients that use their correct unique 8-Digit reference number - those are smoothly processed within the day they are paid.

If you are still receiving reminders, then either yourself or your bank teller captured your payment incorrectly.

If you did not use the correct 8-digit code as supplied on your Tax Invoice, then the system has no way of knowing whose payment it was. 

This results in us having a payment entry on our bank statements that does not indicate that it was you who paid.

Incorrect examples we often see:

  • "DIARIES" or "CALENDARS" or "Diary 2021 Deluxe A5" - This was meant to appear on your statement, not ours
  • "ANIMAL ANTI-CRUELTY" or "BLIND DIARY" - This was meant to appear on your statement, not ours
  • "C BROWN" or "J SMITH" or "A GOVENDER" or "JANE" - Common names could link to multiple clients.
  • "ACME TRADING (PTY) LTD" - If we did not discuss your company name when taking the order, then we can't link it to your account.
  • "DONATION" - If this is not an anonymous donation, then we have no way of associating it to your account.
  • "I21943" - Missing digits. We would have to guess 100's of combinations to figure out which digits is missing.
  • "I12948325" - Extra digits: We would have to guess 100' of combinations to figure out which digit is incorrect.
  • "198765"  or "19876500" - This is our banks branch code, it does not uniquely identify your account in any way.
  • "KWAZULU-NATAL"  - This is completely unhelpful.

We scan our bank accounts daily, this process is automated and identifies payment that used the unique 8-Digit reference (ie. A2100234)

Unreconciled payments are placed in suspense, until we are receive detail from you on what reference you used instead.

You will receive repeated reminders that we cannot locate your payment until this is rectified.

Please, please don’t ignore these messages as they are designed to alert you that we cannot find your payment. In addition they are costly and weaken our fund raising efforts.

Please check the following:

  • The details of when your payment was made.
  • Did you use your unique 8-Digit Invoice Number provide as your reference number? It would typically be something like: A2100234
  • Please check that you did not make a typo - sometimes clients leave out a digit or add an extra one.
  • Did you accidentally use the bank account number as the reference?
  • Did you accidentally use your name as a reference? This will only work if you are the only client with that surname on our system - which is very unlikely
  • Did you accidentally use your company name as a reference? We might not know that your order is related to that company name.
  • It is possible that either yourself or the bank swapped the two references around. This results in our statement showing the detail "ST GILES DIARIES", while your statment shows "Z2101234" - consequently we have no idea who made this payment.

Once you have checked all this, please let us know, we will ensure that  your account is quickly settled and the reminders will automatically stop 🙂

Please first establish with us what address we used to send your parcel & the method of delivery. This would have been discussed at the time of placing your order.

  • Courier Deliveries to a residential address: 
    • Kindly first check with your spouse or family members, in case they might be aware of the parcels arrival.
    • If you live in a secure estate or gated community, the driver may have left the parcel with security - kindly check with them.
    • Please confirm with us that we have the correct address on our system. We will be able to let you know when delivery was attempted.
    • If the door was not answered, our couriers would have attempted to SMS or phone you. Failing that 3 further delivery attempts would be made over the following weeks. After that, the parcels would be returned to us at a double charge. At that point we would attempt to contact you. If we have not received your returned parcel & you have not received your parcel - please be sure to alert us as soon as possible.
    • Tracking: These parcels can be tracked online. Please use your unique 8-Digit Tax Invoice Number (eg. A2100234) as the tracking number. Click HERE to track.
  • Courier Deliveries to a business address:  
    • Kindly first check with your colleagues or reception in case they might be aware of the parcels arrival.
    • If your office is in a secure building or a gated office park, kindly check with Security as they might have taken receipt of the parcel.
    • Please confirm with us that we have the correct address on our system. We will be able to let you know when delivery was attempted.
    • If the driver was not able to access the building, they would attempt to SMS or phone the client. Failing that 3 attempts are made over the following weeks. Failing that, the parcels are returned to us. At that point we would send you an SMS notification. If we have not received your returned parcel & you have not received your parcel - please be sure to alert us.
    • Tracking: These parcels can be tracked online. Please use your unique 8-Digit Tax Invoice Number (eg. A2100234) as the tracking number. Click HERE to track.
  • PARGO Deliveries:
    • These parcels would have been dispatched to the PARGO Pick-Up-Point agreed at time of sale.
    • Once the parcel has arrived at the Pick-Up-Point, you will receive 3 SMS reminders.
    • We urge you to collect the parcel at your earliest convenience, however the parcel only will only be kept for one week.
    • Failing that, the Pick-Up-Point would 'fail' the delivery and return the parcel to us. This results in a return fee, effectively doubling the delivery charge.
    • Tracking: These parcels can be tracked online. Please use your unique 8-Digit Tax Invoice Number (eg. A2100234) as the tracking number. Click HERE to track.
  • SAPO Deliveries to P.O. Box Addresses:
    • As of April 2020, we will no longer send parcels via SAPO.
  • SAPO Street Deliveries (Residential or business addresses): 
    • As of April 2020, we will no longer send parcels via SAPO.

Please contact us as soon as you suspect there is a problem. If your parcel is stolen or goes missing we won’t know that and will assume you have it and haven’t paid yet. This will lead to you continuing to receive reminder invoices & sms’s. This is frustrating for both you and us - The sooner, you alert us to the problem the better. Please don't ignore them.

The delivery address supplied at the time of placing the order determines the method of distribution that we can offer.

  • Delivery via Courier:
    • Your parcel will be delivered to the address you specify.
    • You will be able to track your parcel.
    • Please ensure someone will be available to take delivery of this parcel.
    • We would recommend this being a business address, where someone could receive the parcel, in the event that you are not available.
    • Important: If delivery fails it incurs costs that weaken our fund-raising efforts. Please try to ensure that your address details are accurate and that someone will be available to take delivery of this parcel.
  • PARGO PickUpPoints:
    • PARGO parcels will be delivered to a PARGO Pick-Up-Point of your choice (over 2500 points across South Africa).
    • These include most Clicks Stores or Caltex Garages.
    • You will be able to track your parcel.
    • Once the parcel has been dispatched, you would receive 3 SMS's alerting to it's arrival.
    • PARGO would send you an SMS's containing a unique code, that would need to be shown at time of collection.
    • Important: PARGO can only keep your parcel for one week. After that, your parcel would be returned to us. This incurs a fee from PARGO that you would be liable for.
  • SA Postal Services:
    • We can unfortunately no longer risk distribution via SA Postal Services (SAPO), due to excessive delivery failures including lost parcels & a total lack of accountability or responsibility.
    • If in previous years you had requested a SAPO delivery and never received your parcel, then it has gone missing. This unfortunately also means that we would not have received the item back at our warehouse. Consequently you would continue to be reminded to make payment for something you never received. Kindly contact us to let us know and we can suspend the order.

No. We do not send unsolicited parcels to anyone.

All our products are valuable and we depend on the sale of these items for the funds they raise. Products are only dispatched to clients who have ordered them. This is only done once we have confirmed that an order was placed and that the delivery details supplied at the time of the call are correct.

The name on the invoice is the person we have on record as having placed the order. Please check with your spouse or colleague in case they did in fact order this item. We will gladly assist if needed.

All payments are made directly to the charity concerned. As a result the charity receives your payment in full.

For each Charity we represent, we have been appointed by them to assist with their fund-raising efforts. They have agreed to be responsible for the production & marketing costs, keeping the profits of these sales for themselves. This builds up substantial sustainable, annual funds for them which they have each relied on for over 35 years.

Should you wish to rather make a pure donation (with out receiving a product), that would also be very much appreciated. Thank you.

Only "Pure Donations" are eligible for a Section 18A certificate for the full value of the donation.

No, you are buying a product from a charity. It is however a profitable sale, that raises funds for the charity – therefore it is not viewed as a donation by SARS.

Should you wish to make a donation (without receiving a product) that would also be greatly appreciated. This would be eligible for a Section 18A certificate for the full value of the donation.

Our supporters are part of our Supporter Base.

These individuals or companies have agreed to support one of our partner charities, through the purchase of a kind-hearted product.

Unpaid Customers:

If you have ordered an item that we cannot locate a payment for, then we will contact you either electronically (Email/SMS) or telephonically to alert you to the fact that your payment cannot be identified on our bank statements.

Paid Customers:

Paid customers are annually offered the next edition of the product they ordered. Occasionally they refer us to friends or colleagues who we then make contact with.

For further details, kindly refer to our Privacy Policy

No, each sale is a once-off event, that does not automatically repeat without a verbal or written agreement.

However, as part of our Supporter Base, we will contact you annually to offer you next edition.

We are Crossbow Marketing Consultants. We design and manufacture product ranges with the prime purpose of fund-raising for our partner charities through the sales of these items.

For each Charity we represent, we have been appointed by them to assist with their fund-raising efforts. Annually we are contracted by our clients, the charities, to market these items on their behalf. In addition we oversee production of the products, handle all distribution and any administration required. We also offer the service of assisting them, resolve any customer queries. This allows them to focus on the good work they do, while we raise their much needed funding.

We have been supporting these charities year-after-year for over 35 years. In addition to the substantial funds we raise, our efforts also ensure that the public are aware of the charities.

You are purchasing these items directly from these charities – not from us, we are agents that they have appointed by the Charities to oversee these sales.

This provides the Charities with a sustainable annual income. These funds are raised without any effort by them, nor any expenditure or risk to them. Allowing them to focus on the good work they do.

Our systems are able to track the details of an order from when it was placed, to when it was delivered, in addition to when/if payment has been identified on the bank statements.

Please feel free to contact our help desk at (021) 700 6500 should you need assistance with your order/s.