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.