REACHpay is a PCI-compliant payment gateway offered through Stripe Connect, available exclusively to U.S.-based nonprofits using REACH.

This article explains how donation disputes are handled when using REACHpay as your payment gateway.

When a donation is disputed, the account’s admin email receives a notification with a link to the Donation Details page. The page displays the dispute reason and outlines the required steps to resolve the issue within a specific timeframe.

We recommend that all relevant admins opt in to receive Donation Disputes and Early Fraud Warning notifications.

Note: Organizations should attempt to resolve disputes directly with the supporter. If the dispute is not resolved, a $15 dispute fee will be charged to the organization by REACH.

Opt In to Admin Email Notifications#

Admins can opt in to receive email alerts for Donation Disputes and Early Fraud Warnings:

• Go to Settings > Admin Users
• Click Edit next to the Admin’s name
• Open the Notifications tab
• Check Donation Disputes and Early Fraud Warnings
• Click Save Changes

Submitting Evidence for a Donation Dispute#

Download the Dispute Example template and create a version for your organization.

Include your logo, donation details, and withdrawal confirmation text. Have the supporter sign and date the document, then email it to REACH Support as a PDF.

Note: Submit all documentation promptly. Once received, REACH will submit the evidence to resolve the dispute.

Additional acceptable documentation includes:

• A PDF of an email thread with the supporter confirming they agree to withdraw the dispute (must include reference or donation ID, supporter name, donation amount, and donation date)
• A PDF of a signed note from the supporter confirming withdrawal of the dispute with the same details

Donation Dispute Scenarios#

Supporter Disputes a Donation and the Card Issuer Creates a Chargeback
If a supporter disputes a charge with their card issuer and a chargeback is created, REACH will email the admin with a link to the Donation Details page.

Once a chargeback has been issued, the donation can no longer be refunded. You can choose to accept the dispute and the $15 charge. After the dispute is closed, the donation will update to Refund status.

The Donation Details page will display the reason for the dispute, such as “Fraudulent,” and include instructions—such as contacting REACH support—for next steps.

Supporter Disputes Donation as Inquiry
If a supporter disputes a charge as an Inquiry (common with American Express and Discover), the admin will be notified by email. The Donation Details page will show the reason (e.g., “Fraudulent”) and advise the admin to immediately refund the donation and reach out to the supporter.

Unlike chargebacks, inquiries give the organization a chance to prevent further action. For Mastercard and Visa payments, chargebacks are usually initiated immediately.

Note: Many disputes are due to the cardholder not recognizing the donation. Providing donation details to the supporter is often enough to resolve the issue.

REACHpay Detects a Fraudulent Transaction
If REACHpay’s fraud detection flags a donation as potentially fraudulent, the admin will receive an email alert with a link to the Donation Details page. The reason (e.g., “Made With Stolen Card”) will be displayed, along with instructions to refund the donation and contact the supporter.

To refund a donation:

• Go to the Donation Details page
• Click Actions > Refund