Donation amount exceeds amount acceptable for complete cover

Kelly Turner

If a donation form is setup with complete cover and a donor elects an amount over $3,000 (the max for complete cover) the donor's donation does not process. The donor receives an error message with “Donation amount exceeds amount acceptable for complete cover." What can be done to ensure the donor does not get this error message? The donor is not saavy regarding Blackbaud and Complete Cover and should not be penalized for the limitations. We lost a large donor because they received this message and was stopped from completing their donation. They assumed it was an error on their part and abandoned the process. ONLY because they sent an email asking if our site was down were we made aware of this lost revenue. Can the donor be asked to click to cover the fee or can the charity pay in default if the donation amount exceeds $3000? This is an error I didn't think would occur and frustrated with the lost revenue because of the message and failure to process the gift.

Karen Diener

@Kelly Turner:

If a donation form is setup with complete cover and a donor elects an amount over $3,000 (the max for complete cover) the donor's donation does not process. The donor receives an error message with “Donation amount exceeds amount acceptable for complete cover." What can be done to ensure the donor does not get this error message? The donor is not saavy regarding Blackbaud and Complete Cover and should not be penalized for the limitations. We lost a large donor because they received this message and was stopped from completing their donation. They assumed it was an error on their part and abandoned the process. ONLY because they sent an email asking if our site was down were we made aware of this lost revenue. Can the donor be asked to click to cover the fee or can the charity pay in default if the donation amount exceeds $3000? This is an error I didn't think would occur and frustrated with the lost revenue because of the message and failure to process the gift.

Did you speak with support about this? This feedback is something that should go directly to the product team at Blackbaud. I would also recommend adding this to the Ideas bank!

Karen

Kelly Turner

@Karen Diener I did put in a support ticket and they did not have a solution. I figured asking the community would be the next step.

Miki Martin

@Kelly Turner did you get any resolution for this? I am reviewing information on the various options, as administration is not really happy with the negative feedback we have received regarding CompleteCover. We had a donor give $5,000 online with no issues. We had to cover the fees for that. In testing the form we have, I discovered the donor is not prompted at all for coverage but the transactions still process.

It would definitely be nice if the donor still has the opportunity to help cover those costs. Since we have saved so much this last year by switching to CompleteCover I cannot complain too much, though.

Kelly Turner

@Miki Martin
I didn't receive any further instruction or work-around from support. I agree the savings are great, but if I select BBCover and a donor can't complete a transaction and we loose the gift that is more expensive than the credit card fees. Reducing friction between the thought of making a gift until check out should be the goal. If the max is 2999 then at 3000 it should simply switch to ask if the donor wants to cover the fee and if not charge the charity.