Add clarifying text to fee language for donors
D
Dani Oliver
The additional option to give a "tip" to GiveLively is currently disincentivizing donors from covering our processing fees, which you have at the bottom as an afterthought. Please either:
- Swap the GiveLively "tip" box with the checkbox and text at the bottom to round up for the nonprofit (this is how most donation platforms display this)
OR
- Clarify the language in the checkbox text at the bottom—the "our" mentioned sounds like it can be GiveLively, as well, not the nonprofit. Add a note that says something like "Rounding up will go directly to [NONPROFIT] and cover their transaction fees."
Either way, how you currently have this page set up is extremely misleading and is going to cost the organizations who use GiveLively—no one will round up for the nonprofit after choosing to tip the platform further up on the page. Revisiting the UX on this page feels critical to our continuing to use the platform.
Clair Lofthouse
Merged in a post:
Please - remove and rethink the tips box from your 2nd gen forms
S
Shaun Simpkins
The new "tips for Givelively" on the 2nd generation forms is NOT a workable idea. This week I've been role-playing as a donor and find that the tips box as the first thing the donor sees on the Payment Details page is confusing and counterproductive for both you and the organization using your service.
Our job as NPOs is to make the donation process as effortless as possible for the donor. Get them to donate, collect the necessary payments information, send them a heartfelt thank you. Givelively's job is to help us, your client, make that experience happen.
That's exactly what the new and mandatory "tips for Givelively" on the Payment Details page of the 2nd generation forms does NOT do. What the donor is expecting to see are the details required to complete the donation they are trying to make to the organization. What they see instead is a solicitation from Givelively. Then comes the expected payment details, and then another solicitation to defray the processing costs to the receiving organization. The donor thinks: "Wait...didn't you just ask me to donate to Givelively? Isn't that for defraying processing costs? Why are you asking me to make two additional donations to the one I want to give?"
The solicited amounts are deeply concerning. My organization lives on small donations - usually $35-$50. I've observed "tips for Givelively" boxes with suggested amounts of $7, $27, $37...that aren't changeable by the client organization. The donor sees this as Givelively asking for a very large tip upfront.
At the very least these additional solicitations should come at the END of the form, not the beginning. Ideally, what you charge to provide that service should be folded into the processing fees surfaced in the processing cost box - and your client organization should decide whether or not to ask their donors to round up. There should be an absolute minimum of transactional friction.
Maintaining and growing a donations platform costs money. If that means that Givelively must change its business model to charge for its services, we understand that. Your platform offers a lot to the organizations it serves. That should be its competitive advantage, not that it is "free". Please do not commandeer donation forms to directly ask our donors to fund you before they fund us.
I'll admit that I'm quite angry. My organization will be freezing its Givelively migration until you roll out a more donor-centric design to your forms.