Chargeback Reasons

When a cardholder disputes the validity of a transaction with their credit card company, the credit card company issues a chargeback request to Blackbaud Merchant Services. If you determine that a disputed transaction is valid, you can challenge the chargeback request.

When you submit a challenge, you must provide supporting evidence. The evidence required depends on the type of chargeback request. To learn more, select a chargeback reason from the list below.

Tip: For information about how to challenge a chargeback request, see Challenge a chargeback.

This chargeback request indicates a transaction that did not comply with your card acceptance agreement with the credit card company or is otherwise uncollectible.

This chargeback request indicates a fraudulent or unauthorized transaction, such as through stolen credit card information.

This chargeback request indicates the cardholder was issued a duplicate credit for a transaction. If you have already issued a refund for the duplicate credit, provide a screen capture of a record of the processed refund to dispute the request.

This chargeback request indicates the cardholder reports the transaction as toward a canceled commitment such as a pledge or recurring gift. To dispute the request, provide a screen capture of a record of the commitment.

This chargeback request indicates the cardholder does not recognize the transaction. To dispute the request, provide a screen capture of a record of the transaction.

This chargeback request indicates the cardholder did not receive a requested refund for a transaction. To dispute the request, provide documentation that explains why the refund was denied.

This chargeback request indicates the cardholder believes a transaction to be a duplicate of another transaction. To dispute the request, provide screen captures of records of the valid transactions presumed to be duplicates.

This chargeback request indicates the cardholder did not receive the product purchased with the transaction. To dispute the request, provide documentation as evidence the cardholder received the product, such as delivery confirmation.

This chargeback request indicates the cardholder received a product or service different from that purchased with the transaction. To dispute the request, provide documentation to describe the product or service the cardholder received.

This chargeback request indicates the cardholder did not receive the service purchased with the transaction. To dispute the request, provide documentation as evidence that the cardholder agreed to and used the service.

For card present transactions processed by American Express, provide documentation as evidence of signed support such as an endorsed acknowledgement.

For all other transactions, contact chargebacks@blackbaud.com for information about how to dispute the request.

Tip: Some chargebacks may require Blackbaud to assist on your behalf. If you're unable to challenge a dispute, contact chargebacks@blackbaud.com for assistance.