Chargeback Transactions
When a card holder disputes the validity of a transaction with the credit card company (for example, if the credit card used is reported stolen or the card holder does not recognize the transaction), the credit card company issues a chargeback request to Blackbaud Merchant Services. In some cases (for example, when the credit card company determines fraudulent activity), Blackbaud Merchant Services must automatically refund the transaction to the card holder. In other cases, Blackbaud Merchant Services may automatically challenge the chargeback when your organization has already issued a refund for the disputed transaction. Another type of chargeback that requires your attention may occur when a card holder does not recognize a transaction.
Note: For information about additional reconciliation considerations for chargeback transactions, refer toReconciliation and Status Considerations. For information about the various status indicators that may appear, refer toStatus Overview.
On the Card chargebacks tab of the Reconcile transactions and disbursements page, you can view any pending or disputed chargeback transactions that require your attention. You can also view chargeback transactions that have been resolved.
The Card chargebacks tab displays chargeback transactions flagged by Blackbaud Merchant Services. With the Gateway ID field, you can display transactions associated with a specific gateway ID or all gateway IDs. Use the Status filter field to refine the types of transactions that display, such as Pending review, Under dispute, or Resolved. For transactions with a Pending review status, you can select whether to accept or challenge each transaction. Transactions under dispute are essentially challenged chargeback requests. Resolved transactions are accepted or successfully challenged chargeback requests. After you specify filter criteria, select Apply to update the page.
Note: To challenge chargeback requests, the request must be associated with a Pending review status and flagged as Challengable.
For each transaction, you can view its case number, due date and transaction date, source, cardholder and card type, and the amount. The disputed amount, resolution, reason for its suspect status, and gateway ID also display.
You can access gateway details about all transactions listed on the tab regardless of their status. This is especially helpful for transactions pending review as these details help determine the validity of the transaction and whether to challenge or accept a chargeback request. To view details, select the double arrows next to a transaction to display an action bar. On the action bar, select Gateway details.
On the Gateway details screen under Transaction, review the credit card used for the transaction, including the card holder, card type, the last four digits of the primary account number, and the expiration date. You can also view additional information about the transaction, such as the applicable rate and fee, its net amount, and whether it was or can be disbursed. When disbursement details are available for the transaction, you can select the disbursement link to access a Disbursement Summary Report provided by Blackbaud Merchant Services. Under Result Details, review the processing result for the transaction, such as whether it was approved, as well as the code and reference number associated with the result. Under Chargeback Details, review why the transaction was flagged as a chargeback. Select OK to return to the Card chargebacks tab.
Tip: For convenience, you can also work with Chargeback pending requests from the View by disbursement tab.