Disputes
When an account holder disputes the validity of a transaction with the credit card company or bank — such as if the credit card is reported stolen or the account holder doesn't recognize the transaction — your account may receive a request for a chargeback or direct debit return.
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Chargebacks occur when the account holder disputes a credit card transaction and the credit card company issues a chargeback request to Blackbaud Merchant Services. For more information, see Chargebacks.
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Direct debit returns occur when the account holder disputes a direct debit transaction. For more information, see Direct Debit Returns.
From Transactions, Disputes, you can view and manage disputed transactions that need your review, are under bank review, and that have been resolved.
Needs review
Under Needs review, you can view all open chargebacks that your organization has yet to review. At a glance, you can view an overview of each chargeback, including the original, disputed transaction and the reason for the dispute.
To view more details about a dispute — and to challenge or accept the chargeback request — select Review details. For more information, see Needs Review.
Under bank review
The Under bank review section displays challenged chargebacks and direct debit returns that are currently under review.
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To view the reason for a dispute and its response due date, expand its row.
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To view additional information about the transaction and dispute, select the transaction amount to open its record. For more information, see Under Bank Review.
Resolved
Under Resolved, you can view accepted or successfully challenged and closed chargebacks and direct debit returns.
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To view the reason for a dispute and its response due date, expand its row.
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To view additional information about the transaction and dispute, select the transaction amount to open its record. For more information, see Resolved Chargebacks.
Direct debit returns
Under Direct debit returns, you can view instances where an account holder disputes a previously approved direct debit transaction, or the bank cannot authorize a direct debit transaction due to insufficient funds or a closed account. When this happens, the bank issues a direct debit return and Blackbaud Merchant Services automatically refunds returned direct debit transactions to the account holder.
To view the reason for a direct debit return, expand its row. To open the refund record and view additional details, select its amount. For more information, see Direct Debit Returns.