Updates to Event Platform Fee

Just received the following from you via email and we are very disappointed to read of this change.  For a small nonprofit, who serves other public health and health-related groups, this represents a significant burden and reduces the value we have enjoyed with your product for a number of years.  I guess it is time to move on. 

 

This is unfortunate.

Tim Gibbs,

 

+++++++++++++++++++++++++++++++++++++++++++++

 

Dear Valued Customer,

We wanted to let you know about an upcoming change in fees collected. As of November 1, 2021, Constant Contact will begin charging and collecting an additional Event Platform Fee from users of our Event Management Tool. This fee will not impact events that are created prior to this date.

This fee will be 2.5% + $0.50 of the grand total of the order. For example, if the order total is $100 dollars, the Event Platform Fee will be $3.00 (2.5% = $2.50 + $0.50 = $3.00).

As a user of out Event Management Tool, you have the option to pass this Event Platform Fee on to your registrant. This would then show up on the payment page as an Event Platform Fee for the registrant.

There is no action for you to take. This will begin automatically. To learn more, please refer to the linked FAQ.



Top Answer
Frankie_P
Moderator

Hi everyone, thank you for sharing this feedback with us. Platform fees are common for many event providers, and Constant Contact has avoided charging them for a while. We are now introducing a small fee per registrant in order to remain competitive and help us work to improve our product. This is separate from any processing fee charged by Paypal or WePay


20 Comments
LisaS60457
Regular Participant

Unbelievable. The MAIN reason I still use constant contact is because of your event platform, now you're going to charge us a ridiculous fee? You already charge us for credit card payments. And now an aditional fee? And only give us LESS THAN TWO WEEKS notice before you make that change? SHAME on you. You must have known about this for awhile. You don't understand small businesses at all.  You write, "Thank you for being a loyal customer. We're working hard to provide you with the best experience for your online marketing." No, you are not.  I'm livid.

AmericasBoatingClubHiltonHead
Regular Participant
 
MargaretG412
Frequent Participant

We are also a small nonprofit and this will have an impact to us as well. We gave social workers free webinars for CEUs. With Covid, that became unsustainable for us so we charge a small fee. Social workers are desperately needed at this time and, unfortunately, they need CEUs to retain their license and many times they have to pay for them out of their own pockets.

 

This will further erode our ability to keep this program.

 

Best,

 

Katherine Prouty

GLSS

Events used for the Converations for Caring program.

KathyS4
Regular Participant

I'm with you Lisa. There is no reason for this new fee. Especially when there are so many issues with the platform. 

 

KathyS4
Regular Participant

No improvements, just want more money.

LisaS60457
Regular Participant

Thanks, KathyS4... sad. Covid did a number on me with events and now CC is. Ugh.

 

Frankie_P
Moderator
Status changed to: Open Questions

Hi @AmericasBoatingClubHiltonHead we're always open to ways we can better our user's experience. If you can share any further feedback you may have on this it would be helpful information to share with our Product Team.

AmericasBoatingClubHiltonHead
Regular Participant

Thanks for sharing.  We have the same problem.  I sent feedback to CC and gat a reply stating that they changes the title of my feedback from Fees to Open Questions.  We are a non profit and have the same concerns.  Have you received any feedback from CC on this?

 

This is funny - I am not leading an effort to expand the use of CC from 500 users to over 3000.  Guess what's going to happen now?

AmericasBoatingClubHiltonHead
Regular Participant

This is a problem with CC charging fees without any advance notice, against a non-profit who makes no money on paid events, and seems to be taking advantage of a "captive" audience.  THis is not a product issue.  Unfair actions being taken by the company.   

Frankie_P
Moderator
Status changed to: Voting Open

Hi everyone, thank you for sharing this feedback with us. Platform fees are common for many event providers, and Constant Contact has avoided charging them for a while. We are now introducing a small fee per registrant in order to remain competitive and help us work to improve our product. This is separate from any processing fee charged by Paypal or WePay

AmericasBoatingClubHiltonHead
Regular Participant

Great to know that someone is reading/listening.  But what exactly does the comment mean?  Has the change been stopped for now?  Are they still going ahead with this regardless?  Bottom line - is this still in effect as of November 1?  

The Portland Literacy Council has been struggling to understand how to absorb this additional fee. 

 

We would like to ability to at least INVITE our workshop participants to cover this additional fee, but we do not want to REQUIRE them to, as they are often on limited incomes. Is there any way to do this?

 

If they don't, we  must, and as a small non-profit, this hurts.  Is there a way to at least reduce the fee for non-profits??

 

AngelaH26
Participant

We are a chamber of commerce and I was setting up a registration for an event we have coming up and I was just made aware of your new policy to charge for people when they register on an email we may send to our members.  I can understand this if we are using your credit card processing service but for something that no money is flowing through you hence no risk on your part I have a problem with this.  Chamber's are non for profit as you are aware and we promote you to our members who are looking for ways to email customers.  I am not willing to eat the cost of the registration nor am I willing to pass this cost along to our members.  We received no communication that this was happening and we will no longer be using the event feature on your website.  

CNPTO
Regular Participant

I am also very disappointed with this feature.  I have contacted Constant Contact about this issue.  I represent a non-profit and it is unfair for us to pass this additional fee on to the people who are supporting us.  I am hopeful that Constant Contact will reconsider these fees, since we are already paying a monthly fee with them as well as a credit card fee with PayPal.  

AmericasBoatingClubHiltonHead
Regular Participant

Well - it appears that the fees are in effect regardless of what we say.  It's not so much that the company shouldn't charge to recover its costs, but it's the way it was done.  It would have been nice for a notice to have been distributed announcing this as an upcoming fee change/increase with enough time for plans to have been made by its clients.

Now we are in a position of having to force this change as well to our customers - causing us to now have to bear/ignore the complaints - something that we CAN'T do!!!! 

SIGN OF THE TIMES!!!

KathyS4
Regular Participant

I thought they were delaying the implementation of the fee and was also surprised to see it show up when I went to add an event last week.  I am looking into alternatives.

 

The new few was not communicated well. Short lead time, and no explanation as to why they are charging the fee. 

 

I'm told they are adding new features to the event platform in 2022, but, again, no communication. Some of the current issues have never been resolved. Needless to say, the roll out of this was BAD and extremely disappointing. 

GregS369
Consulting & Training

I am, frankly, disgusted by this additional fee.  We already pay a lot per month for Constant Contact but now we get an additional charge for actually *using* the product we are already paying for??  WTH?!  It literally doubled the fees we pay for credit card transactions - when Constant Contact doesn't even process the cards so they incur no fees themselves.  Also, as many have said, with very little lead time.  I guess so we couldn't find / implement a different solution before they started taking a bigger cut....

M.ElaineD
Established Member

I was also taken by surprise (no warning received) when I went to create an event today and saw the platform fee added for my PayPal transactions.  As a non-profit social organization, this is not a fee that we can easily absorb nor do we want to pass the fee on to the customer.  Our organization is a 12+ year CC customer.  I have not-very-gracefully weathered the 'improvements' for email editing, and surveys.  The Event feature kept me hanging in there but now I will be hard-pressed to convince my Board that the Constant Contact subscription cost is still value-added for our organization.  

AmericasBoatingClubHiltonHead
Regular Participant

What I would like to know is if anyone has received ANY communication from the Constant Contact team -  to the pushback from users who are negatively impacted by this change or those who have expressed their disappointment to the poorly handled change.......

AngelaH26
Participant

I'm the one who originally posted and other than when I originally complained have gotten nothing.  We have figured out something else and will most likely be moving our email to another company in the future.  I'm extremely unhappy with how this has been handled especially when so many people have complained.  I understand having a few if they were processing the credit cards as there is a cost to do that but to charge a few when they aren't processing any payments, setting the registration up, confirming the registration etc is completely ridiculous.  Everything is automated and it isn't like a human is doing the work.  The registrations comes to the person setting up the event and we are responsible for putting  into our personal systems the information and invoicing.

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