Review Disputes

In the Blackbaud Merchant Services Web Portal, you can view and manage chargebacks that require action from someone at your organization. From Transactions, Disputes, the Needs review section lists all open chargebacks for your merchant account.

Tip: Subscribe to email notifications for pending chargeback alerts. For more information, see Manage Notification Settings.

Challenge a chargeback

If you determine that a disputed transaction is valid, challenge the chargeback request.

  1. Under Needs review, find the chargeback, then select Review details.

  2. Select Challenge.

  3. Enter text or upload documentation as evidence that the cardholder authorized the charge. Include supporting evidence such as:

    • A screen shot of the original transaction record within the program used to maintain it.

    • A description of the reason for the charge, such as a fundraising event, membership, pledge payment, sponsorship, donation, registration, or event admission.

    • Communications where the cardholder acknowledged their purchase or receipt of the product or service.

    • Proof that the cardholder received or used the product or service.

    • Other collateral or information about the original transaction or cardholder.

    Note: The evidence required depends on the type of chargeback request. For more information, see Chargeback Reasons.

    Tip: Accepted file types are PDF, JPEG, and PNG. The maximum file size is 5 MB.

  4. Review the information you entered. Edit or correct any information as needed — evidence submission is final.

  5. When finished, select Submit.

Your evidence is compiled and sent to the cardholder’s bank. When the dispute is decided, you'll be notified by email.

Accept a chargeback

If the dispute is valid, accept the chargeback request to issue a refund to the payer.

  1. Under Needs review, find the chargeback to accept, then select Review details.

  2. Select Accept.

  3. Review the disclaimer, then select Accept to issue the refund.