Complete Cover or Donor Cover tick box should not be automatically checked.
The box is already checked, so donors have to untick it to opt out. We've had complaints that people didn't notice and paid more than they expected. We have had to apologize and then refund the cover amount.
Thank you for your feedback and comments. At this time, Blackbaud has no intention to remove the preselected checkbox for Complete Cover transactions. Blackbaud takes on the risk of donor opt-outs with Complete Cover, and preselection is one of the levers we use to balance conversion rate, opt-in rate, and ask amount so that model works. We do offer a choice of fee-offset options, though, so an org seeing your refund pattern can pick a configuration that better fits its risk and donor-experience needs.
We are actively exploring an option to allow organizations to uncheck the Donor Cover option at this time.
This is a bait-and-switch technique on the part of BlackBaud. If you say you will pay the fee, pay it. This is just a trick to get people to pay it for you. Don't offer to pay the fee if you are unwilling to do it.
We have also had complaints that donors did not realise they were paying extra and were charged more than expected. At present, this option is not fit for purpose as having the box pre-ticked is misleading for donors, difficult to spot, applying 9% is an exorbitant amount and the process currently lacks clarity and transparency for donors which has resulted in donor anger and discontent. We have also had to apologise and refund, which is time consuming and the current checkout has ultimately reflected badly on our organisation for trying to use it in its existing form.
Forcing the donor to opt-out of the extra donation is not a best practice and for donors who may not be as tech-savvy or may be using a mobile device, this could easily be overlooked.
Guest
Thank you for your feedback and comments. At this time, Blackbaud has no intention to remove the preselected checkbox for Complete Cover transactions. Blackbaud takes on the risk of donor opt-outs with Complete Cover, and preselection is one of the levers we use to balance conversion rate, opt-in rate, and ask amount so that model works. We do offer a choice of fee-offset options, though, so an org seeing your refund pattern can pick a configuration that better fits its risk and donor-experience needs.
We are actively exploring an option to allow organizations to uncheck the Donor Cover option at this time.
This is a bait-and-switch technique on the part of BlackBaud. If you say you will pay the fee, pay it. This is just a trick to get people to pay it for you. Don't offer to pay the fee if you are unwilling to do it.
We have also had complaints that donors did not realise they were paying extra and were charged more than expected. At present, this option is not fit for purpose as having the box pre-ticked is misleading for donors, difficult to spot, applying 9% is an exorbitant amount and the process currently lacks clarity and transparency for donors which has resulted in donor anger and discontent. We have also had to apologise and refund, which is time consuming and the current checkout has ultimately reflected badly on our organisation for trying to use it in its existing form.
Forcing the donor to opt-out of the extra donation is not a best practice and for donors who may not be as tech-savvy or may be using a mobile device, this could easily be overlooked.