A Chargeback is issued when a cardholder disputes a transaction with their credit card company. This can occur if the card was reported stolen, or the cardholder does not recall making the specified transaction. Because credit card processing companies charge approximately $15-$50 per chargeback issued, Blackbaud has set a flat rate $15 chargeback fee to the organization. When a chargeback occurs, the bank is automatically retrieving the funds from the organization. If the organization would like to, they can challenge the chargeback.

To challenge a chargeback:
  1. Log in to the BBMS Web Portal
  2. On the Home page, click the Chargebacks pending review tab
  3. Click the ellipses by the appropriate transaction
  4. Click Details to view transaction details
  5. Click “Challenge” to challenge the chargeback or “Accept” to allow the chargeback to be returned to the donor’s credit card
If the option to challenge is not available please see, Challenge button is grayed out for a pending chargeback in BBMS.

After our chargebacks team looks at the challenged chargeback and discusses it with the bank, a decision will be made on its outcome. All chargebacks that are lost will be listed as "confirmed" on the Chargebacks Resolved tab, and any chargebacks listed as "disputed" were won by the organization. Confirmed or Disputed will show in the Resolution column. In the event the organization wins, the chargeback will be listed as a Reverse chargeback in BBMS.

NOTE: The $15 chargeback fee still applies if you win the dispute. It will not be refunded along with the donation amount.

NOTE: To receive email notifications when a chargeback occurs, set up email notifications in Blackbaud Merchant Services for Chargebacks. (Tip: Be sure these are set up for users who will be able to take action on the Chargeback.)

To dispute a Chargeback, or if there are questions about what criteria is necessary in order for a Chargeback to be disputed, email ChargeBacks@Blackbaud.com. The table below explains the collateral required to dispute each reason of chargeback request.
Chargeback reasonCollateral
ComplianceThis chargeback request indicates a transaction that did not comply with your card acceptance agreement with the credit card company or is otherwise uncollectible. You cannot challenge this type of chargeback. Blackbaud Merchant Services must refund the transaction to the cardholder.
Fraud transaction— unauthorizedThis chargeback request indicates a fraudulent or unauthorized transaction, such as through stolen credit card information. You cannot challenge this type of chargeback. Blackbaud Merchant Services must refund the transaction to the card holder.
Credit previously issuedThis chargeback request indicates the card holder was issued a duplicate credit for a transaction. If you have already issued a refund for the duplicate credit, provide a screen capture of a record of the processed refund to dispute the request.
Canceled recurring transactionThis chargeback request indicates the card holder reports the transaction as toward a canceled commitment such as a pledge or recurring gift. To dispute the request, provide a screen capture of a record of the commitment.
Transaction not recognizedThis chargeback request indicates the card holder does not recognize the transaction. To dispute the request, provide a screen capture of a record of the transaction.
Credit not processedThis chargeback request indicates the card holder did not receive a requested refund for a transaction. To dispute the request, provide
documentation that explains why the refund was denied.
Duplicate transaction (processing)This chargeback request indicates the card holder believes a transaction to be a duplicate of another transaction. To dispute the request, provide screen captures of records of the valid transactions presumed to be duplicates.
Non-receipt of merchandiseThis chargeback request indicates the card holder did not receive the product purchased with the transaction. To dispute the request, provide documentation as evidence the card holder received the product, such as delivery confirmation.
Not as describedThis chargeback request indicates the card holder received a product or service different from that purchased with the transaction. To dispute the request, provide documentation to describe the product or service the card holder received.
Services not renderedThis chargeback request indicates the card holder did not receive the service purchased with the transaction. To dispute the request, provide documentation as evidence that the card holder agreed to and used the service.
OtherFor Card Present transactions processed by American Express, provide documentation as evidence of signed support such as an endorsed receipt. For all other transactions, contact
PaymentServicesSupport@blackbaud.com for information about how to dispute the request.