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Please submit all product enhancement ideas below. We welcome your feedback; your ideas will be reviewed by the Product Manager that oversees the development of that part of the product on an ongoing basis and updated with its current status monthly based on our product planning process. Ideas you submit could help us shape features currently in development or grow our repository of requirements for our next big enhancement. Thank you for taking the time to share your thoughts and expertise with us.

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Provide easier access to the Gift Service Center for donors

Our organization wanted to set up the Gift Service Center, allowing our sustaining donors to update their billing information and terminate their gift. We thought this feature was a neat idea that would save us time and empower our donors.

Little did we know that to access the Service Center, the donor requires a user account (username and password), and that there's no way for the donor to create such an account when they make their gift. Instead they need to jump through the following hoops to gain access the the Service Center (confirmed by BB support, see case no. 017826382):

  1. Click the Service Center link in the autoresponder

  2. Click the "Forgot Password?" link on the login page

  3. Fill the "Forgot Password" form with their username and email address

  4. Click the link in the reset password email

  5. Fill in the "Reset Password" form

  6. Click the Service Center link in the autoresponder again

  7. Fill the login page with their username and password

Expecting our donors to go through all those steps is ridiculous and I can't imagine that the feature was intended to work this way. The only way for donors to create a user account is for them to click the "Forgot Password?" link and reset it? Really? Furthermore, there is zero mention of the above requirements for donors to access the Service Center in the BB Knowledgebase or Luminate help documentation.

I'd like to propose a solution to the problem and how I expected the feature to work: When a link to the Service Center is inserted in a donation form's autoresponder, have the link tokenized so that when the link is clicked, donors are auto-logged in and have immediate access to the Service Center, without having to create a user account and log in.

And here's an alternative solution, if donors must absolutely log in with a username and password to access the Service Center: Allow donors to create a user account and set their username and password from the donation form. That would allow them to have access to the Service Center as soon as their gift is made without having to go through all of the aforementioned steps.

As it stands, the Gift Service Center feature is unusable for us. The number of support requests and complaints we'd get from donors would be unmanageable.

  • Steven Lopresti
  • May 28 2020
Area of the Product Donations
Org/Company Name Cancer Research Society
  • Attach files
  • Monica Dietrich commented
    09 Jun 18:11

    Agreed! Donors don't know they have usernames or passwords, and making them jump through hoops to update their monthly donations costs our organization donors, time, and goodwill. It would be much better if donors could be auto logged in to the gift center when sent an autoresponder about issues with their donation AND emails asking them to upgrade their donation.

  • Gwendolyn Chambers commented
    09 Jun 17:46

    I agree! There is no reason why a donor receiving an autoresponder about their donation, should not be auto logged in. This has caused us to loose sustainers who are trying to update their credit card info.

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