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Handling Chargebacks

 

A chargeback happens when a donor contacts their credit card issuer to dispute the donation. Their bank or card issuer will immediately remove the funds from your payment account and set them aside while they conduct their review of the dispute.  

This usually happens when a donor does not recognise the charge on their account and calls their card company out of concern.

I know the donor and they did not dispute the donation

If you know the donor personally, try contacting them to remind them what their donation was for. Then, they can call the card issuer to drop the dispute or donate to your fundraiser again.

Otherwise, you can concede to the chargeback and return your donor's payment.

I don't know the donor and I want to challenge the chargeback

If you don’t know the donor or wish to challenge the chargeback, please contact our team here and we'll work with the parties involved to resolve this.

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