Having a large default amount selected is resulting in donor refunds - how can we change this?

Patrick Hansen

I got the following question today from Jenny Lee at the Oklahoma Medical Research Foundation:

Here's the problem: We have had (more than once) a donor choose the wrong amount. They unintentionally chose (or didn't change) the form from the $4,000 default amount. They ended up making a gift for $4K when they didn't intend to. We refunded them (twice we were able to get it before the batch processed because the donor was on the phone at 8 a.m.!)So I see two possible solutions:



1.) Change the default to a different amount or have no default selected

2.) Give them a confirmation screen

Both of these options should work just fine. The easiest and surest solution is probably to have no default selected. To do this, you would:

1. Go to Fundraising > Donation Management

2. Select a fundraising campaign to "Manage" (most likely Convio Go! Basic)

3. From your list of donation forms, pick one to "Edit"

4. While editing the form, go to step #3 of the Process Navigator, "Design Donor Screens"

5. Click "Edit" to modify the Donation Form screen

6. Using the data element selector, highlight the "Standard Donation Level" element on the right side, then click "Save Order and Edit Selected"

7. On the fourth step for this element "Pre-Selected Level" , change the drop-down to be blank. This is not clearly an option, but you can do it by clicking just above "Other" on the list.

8. Click "Save" and the change should be effective immediately if your donation form is already published.

Providing a confirmation page would be my second choice - this requires more setup. If you want to try this option, I would make a copy of your current donation form and work with the Donation Form screen, adding a second page and its necessary elements. You'll want to test drive this new form a bit before using it to replace your existing form.

-patrick

jennylee

Thanks Patrick. I'll get in changed in the am.

One thing I did want to share with the community is that we have a distinctly older, less computer literate demographic. This might not be a problem for other organizations.