Retrievals, Chargebacks, Donor Disputes
HOW DOES THE DISPUTE PROCESS WORK?
Donors, and/or their card issuing bank, can initiate several types of disputes related to charges. Retrieval Requests are a request for more information. This can occur if the cardholder is uncertain about the source of the charge, or if the Card Issuing Bank has reason to believe the transaction occurred in error. We will handle these requests on your behalf.
Chargebacks occur when the cardholder has contacted their bank saying that a charge was invalid. In most cases, the card holder’s bank has immediately refunded the money to the cardholder. Funds will be withdrawn from your account within 24 hours of the chargeback. We will work to resolve the chargeback in your favor, resulting in the return of the funds to your account, and will keep you updated on the progress.
IS THERE A FEE FOR DISPUTES?
There is a $15 fee. If we win on your behalf, it will be refunded.
HOW ARE DISPUTES PREVENTED?
Here are some of the things we do to reduce the risk of disputes:
Some chargebacks are the result of credit card fraud. We have created an automated system to identify and prevent this type of fraud. One of the most important measures we have taken is to require donors to create an account in order to give. Many non-profit organizations have suffered losses at the hands of credit card fraudsters. Stolen cards are frequently tested online to determine if they are active. Since a $1.00 donation from a thief testing a card will result a $15.00 chargeback fee above the reversal of the transaction amount, creating an easy path for anonymous giving is a recipe for disaster.
Donors that can’t recognize your organization’s name on their monthly statement or in online banking often contact their bank to determine if the charge is fraudulent. This results in retrieval requests, and possibly chargebacks. In order to prevent this, we recommend that you provide a name and a contact method such as an email, phone or a URL. Our risk analysis team will check your statement descriptor and contact you if there are any issues. Our goal is to make it clear who the charge went to, and for donors that need further assistance, the contact method allows them to easily contact you rather than contacting their bank resulting in frustration and added work.
Subsplash Giving offers an iron-clad return and refund policy specific to your needs. It is automatically included where required, and it is used whenever we intercede on your behalf to resolve a dispute in your favor.