Chargebacks

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

• If the credit card company confirms fraud, Blackbaud Merchant Services automatically refunds the transaction to the cardholder.

• If your organization already issued a refund, Blackbaud Merchant Services may automatically challenge the chargeback on your behalf.

• Other chargebacks, such as when the cardholder doesn’t recognize a transaction, require your organization’s review. When this happens, an alert appears at the top of your home page.

View and manage chargebacks

In the Blackbaud Merchant Services Web Portal, go to Transactions, Disputes, to view and manage chargebacks that need input from your organization. For example, you may need to provide documentation to validate a transaction.

Needs review

Under Needs review, view all open chargebacks your organization hasn't reviewed. Each chargeback shows the original transaction, the disputed amount, and the reason for the dispute.

To view more details and challenge or accept the chargeback request, select Review details.

For more information, see Review Disputes.

Under bank review

Under Under bank review, view challenged chargebacks currently under review.

• To see the reason for a chaland its response due date, expand the row.

• To view more details, select the transaction amount.

For more information, see Under Bank Review.

Resolved

Under Resolved, view chargebacks and direct debit returns that were accepted or successfully challenged and closed.

• To see the reason for a dispute and its response due date, expand the row.

• To view more details, select the transaction amount.

For more information, see Resolved Chargebacks.