We have received a significant number of complaints about this on our donation forms as well, and we are desperate to find a way to change it. We do not have an unlimited donor base and burning bridges with them because Blackbaud is asking an exorbitant fee that has no basis in real fees paid to Blackbaud is unacceptable. Our donors feel it is a sneaky underhanded cash grab that does not reflect industry standards - and they KNOW it.

Please make this amount either adjustable (and the unscrupulous are welcome to leave it at 10% if they don't want to be bothered to adjust it) or reduce it to the actual fees collected by Blackbaud (~3.75%). It is damaging transparency with our donors, and with us as your clients, that this is not adjustable.

I understand that this is likely so that Blackbaud can claw back revenue from offering Donor Cover, but if they're strapped because of the feature then discontinue it or don't offer it in the first place. At a bare minimum BE UPFRONT with us, as clients, about what you are collecting, how it is being used, and that it is completely unmodifiable. It is deceitful the way this is being done and that simply isn't a good way to build or maintain relationships in our business.

We have had complaints from donors as well. We are now adding extra wording to the donation form warning donors that the tick box will be on the payment page and that they should untick it. We may make it SOP to contact all donors with transaction fees and offer them a refund as right now the way this is set up feels very dishonest

This should absolutely be addressed. We were made aware of this issue by one of our high-level donors for a fundraising event and it was truly baffling and embarrassing to realize this is how Complete Cover is being delivered to our constituents. For there to be no option to adjust this amount, and for this to be completely invisible to us as an organization unless we go through and test random donation amounts on our forms, is insane.

Additionally - if the suggested amount is going to be more than double what a traditional processing fee is, it should be listed on the documentation for Complete Cover. Currently it reads as "a percentage is calculated", which feels intentionally vague, especially since we have not way to see how much our donors are actually be prompted to donate. Honestly, the lack of transparency and the discrepancy between how much it is and how much a transaction fee actually costs makes the whole feature feel like a cash grab.

Dear Blackbaud Team,

Please do not ignore this issue. We are facing significant challenges with the current configuration of the Donor Cover feature, where the option is pre-checked by default. Many of our donors have expressed dissatisfaction, feeling misled into contributing additional funds, which has led to a perception of dishonesty on our part.

We strongly recommend making the feature more visible and setting the checkbox to be unchecked by default. This adjustment is crucial as the current setting is harming our relationships with donors, eroding trust, and necessitating frequent refunds.

Your attention to this matter would be greatly appreciated as it directly impacts our operational effectiveness and donor relationships.

We are also receiving numerous complaints about this issue:

1. Donors are confused and frustrated.

   1. It is not clear to them that they can uncheck the box and continue. The ones who are complaining are quitting the process at that point.

2. There is no way to adjust the percentages or disable this feature entirely.

3. Blackbaud did not clearly communicate that this was an automatic feature of Complete Cover, making us appear uninformed when donors called with their concerns.

Blackbaud did not informed us of this change. It was a donor (who we may have lost) who let us know about the box asking them to cover fees (worded as 'give an extra donation to Blackbaud'). Now we are scrambling to figure out what to do about it. At the very least, the box should be an opt-in for the donor instead of being automatically checked and charging them more than the expected when they came to our website to donate.

I literally have an email open right now that I am sending requesting some additional information from Blackbaud so we can determine usefulness for our constituents regarding Complete Cover. Their customers (us) need to know how many constituents are opting for this, as well as what they're actually paying.