I was surprised and quite concerned to see that your donation form includes a 9% fee that is automatically selected by default.
From a nonprofit perspective, this feels misleading and gives the impression that we are trying to hide fees from our donors — which could seriously damage the trust we’ve worked so hard to build.
We already pay transaction fees ourselves, so I don’t understand why this additional charge is presented as a default option, especially without full clarity for the donor.
I strongly urge you to remove this automatic selection and make any optional fees completely transparent and opt-in only.
we just had our first donor under the complete coverage model contact us and he was quite upset as he did not realize the fees were optional. He also was upset about the fees being 10%, understandably as his fees were $22.50. I was able to refund him that but I do not think he will be the only one to make this error. If donor coverage is optional, the form should be opt-in, not clicking to opt-out. It feels very bait and switch so until the option is to opt-in I will be making the recommendation for our org. to transition to either the standard fees model or the donor pays model.
Thanks for the idea, Jen. Are you using Complete Cover or donor cover? There's a few other similar ideas so I want to make sure I merge this with the correct one.
It would be nice under the fee coverage, to have an option to have the coverage fee box pop up but not be automatically checked. We have had a few people who have missed the box completely and ended up paying extra unintentionally.
Jen C
I was surprised and quite concerned to see that your donation form includes a 9% fee that is automatically selected by default.
From a nonprofit perspective, this feels misleading and gives the impression that we are trying to hide fees from our donors — which could seriously damage the trust we’ve worked so hard to build.
We already pay transaction fees ourselves, so I don’t understand why this additional charge is presented as a default option, especially without full clarity for the donor.
I strongly urge you to remove this automatic selection and make any optional fees completely transparent and opt-in only.
Thank you for addressing this matter promptly.
we just had our first donor under the complete coverage model contact us and he was quite upset as he did not realize the fees were optional. He also was upset about the fees being 10%, understandably as his fees were $22.50. I was able to refund him that but I do not think he will be the only one to make this error. If donor coverage is optional, the form should be opt-in, not clicking to opt-out. It feels very bait and switch so until the option is to opt-in I will be making the recommendation for our org. to transition to either the standard fees model or the donor pays model.
We were using complete cover but are thinking of going back to my organization pays since we can't have the boxes unchecked. Thanks.
Thanks for the idea, Jen. Are you using Complete Cover or donor cover? There's a few other similar ideas so I want to make sure I merge this with the correct one.
It would be nice under the fee coverage, to have an option to have the coverage fee box pop up but not be automatically checked. We have had a few people who have missed the box completely and ended up paying extra unintentionally.