Needs Review

From Transactions, under Disputes, the Needs review section displays all open chargebacks that require action from your organization. At a glance, you can view an overview of each chargeback, including the original, disputed transaction and the reason for the dispute.

To view more details about a dispute, and to challenge or accept the chargeback request, select Review details.

Tip: To be notified when Blackbaud Merchant Services posts a pending chargeback to your account, subscribe to email notifications. For more information, see Notifications.

Challenge a chargeback

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 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 (e.g., a specific fundraising event, membership, pledge payment, sponsorship, standard donation, registration, or admission/ticket to an event).
Other collateral or information about the original transaction or donor.

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

Under Needs review, find the chargeback to challenge, then select Review details.
Select Challenge.
Enter text or upload documentation as evidence that the cardholder authorized the charge. Include communications where the cardholder acknowledged their purchase or receipt of the product or service, and proof that they received or used the product or service.
- Accepted file types are PDF, JPEG, and PNG. Files cannot exceed 5 MB.
Review the information you entered about the chargeback and its challenge. Edit or correct any information as needed — evidence submission is final.
When finished, select Submit.

When you submit your evidence, it is compiled and sent to the account holder's bank. When the dispute is decided, you will be notified via email.