Chargebacks happen when a cardholder appeals to their card issuer to "undo" a charge on their credit card. It's very typical that the card issuer sides with the cardholder. The burden is on the retailer or organization to prove that the charge was legitimate and should not be refunded.
Find the Payment
- Go to Reports > Payments.
- Filter the Payment report "Captured At..." date to 1 day before and 1 day after the transaction date on the chargeback notice. For example, if the original transaction date on the chargeback notice is May 27, filter the report for May 26 to May 28.
- Use the Search field to narrow down your search by the last 4 digits of the card. For example, if the last four digits are 3324, then type "3324" into the search bar.
- Find the payment in question from the list of filtered transactions. Click the Reference link on the far right to get all the details about the original payment.
Dispute the Chargeback or Refund the Charge
If you determine that the charge appears to be fraudulent (simply by reviewing the order details), you can refund the transaction in GiveCloud. Be sure to notify the card issuer you've done so.
If you determine that the donation or purchase is legitimate, please be sure to contact the card issuer and provide as much information about the payment as possible to plead your case. Good luck :)