Chargeback Reasons

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

When you submit a challenge, you must provide supporting evidence. The evidence required depends on the type of chargeback request. For more information, see Challenge a chargeback.

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.

Chargeback reasons and recommended dispute actions

Reason	Description	Action
Compliance	Transaction did not comply with your card acceptance agreement with the credit card company or is otherwise uncollectible.	Provide documentation showing compliance or agreement terms.
Fraud transaction—unauthorized	Transaction was fraudulent or unauthorized, such as due to stolen credit card information.	Provide evidence the transaction was valid and authorized.
Credit previously issued	Cardholder was issued a duplicate credit.	Provide a screen capture of the processed refund.
Cancelled recurring transaction	Cardholder reports the transaction as toward a cancelled commitment, such as a pledge or recurring gift.	Provide a screen capture of the commitment record.
Transaction not recognized	Cardholder does not recognize the transaction.	Provide a screen capture of the transaction record.
Credit not processed	Cardholder did not receive a requested refund.	Provide documentation explaining why the refund was denied.
Duplicate transaction (processing)	Cardholder believes the transaction is a duplicate.	Provide screen captures of records of the valid transactions.
Non-receipt of merchandise	Cardholder did not receive the purchased product.	Provide delivery confirmation or similar evidence.
Not as described	Cardholder received a product or service different from what was purchased.	Provide documentation describing what was delivered.
Services not rendered	Cardholder did not receive the purchased service.	Provide documentation showing the cardholder agreed to and used the service.
Other	Chargeback occurred for other reasons, such as unique cases that require additional documentation or guidance.	For card-present Amex transactions processed, provide documentation as evidence of signed support such as an endorsed acknowledgement. For all other transactions, contact chargebacks@blackbaud.com for instructions.