Disputes

When an account holder disputes a transaction — such as if a card is reported stolen or the account holder doesn’t recognize the charge — your Blackbaud Merchant Services account may receive a chargeback request or direct debit return.

In the Blackbaud Merchant Services Web Portal, from Transactions, select Disputes to view and manage disputed transactions.

Tip: Don't see this option? Contact your system admin for rights to manage disputes.

Chargebacks

A chargeback occurs when the account holder disputes a credit card transaction and the card company issues a chargeback request to Blackbaud Merchant Services.

Depending on a chargeback's status, it may appear under Needs review, Under bank review, or Resolved. View and manage chargebacks to track these statuses and respond as needed.

Direct Debit Returns

A direct debit return occurs when the account holder disputes a direct debit transaction. Unlike credit card disputes, direct debit disputes are final.