How Disputes Work

REACHpay is a payment gateway directly from REACH! We offer this PCI-compliant service through Stripe Connect.

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

When a donation is disputed, the organization’s primary email is automatically sent an email notification that includes a link to review the donation details. From here, the admin will see the reason for the dispute and the steps they need to take to resolve the dispute.

Opt-In to Admin Email Notification

Individual admins can also opt-in to Donation Disputes and Early Fraud Warning email notifications. 

Here’s how:

  • Go to Settings > Admin Users
  • Next to the Admin’s Account, click Edit 
  • Click on the Notifications tab
  • Check the boxes Donation Disputes and Early Fraud Warnings
  • Click on Save Changes

Donation Disputes Scenarios

These are some of the most common donation dispute scenarios. 

The Supporter Disputes a Donation and the Card Issuer Creates a Chargeback

Should a supporter review their credit card statement and decide to dispute a donation by having the card issuer create a chargeback, the REACH system will notify the account’s admin via email and include a link to the Donation Details page.

The Donation Details page will include a notification that states that the supporter has disputed the donation and provides their reason. 

In this instance, the reason provided is: Fraudulent

Under the reason, instructions on how to resolve the dispute will be provided.

In this instance, the Admin is directed to contact REACH support for more information.

The Supporter Disputes Donation as Inquiry

Should a supporter review their credit card statement and decide to dispute a donation and request an Inquiry, the REACH system will notify the account’s admin via email and include a link to the Donation Details page.

The Donation Details page will include a notification that states the Supporter has disputed this donation with their card issuer and provides the reason.

In this instance, the reason provided is: Fraudulent

Under the reason, instructions on how to resolve the dispute will be provided. 

In this instance, the Admin is told that the card issuer is investigating the inquiry and is directed to immediately refund this donation and then reach out to the supporter to resolve the dispute.

Some card issuers may begin to investigate a payment before creating a chargeback, and request further information about the charge. Most card networks call these “retrievals,” and American Express calls them “inquiries.” These are common for American Express and Discover payments. Mastercard and Visa almost always create a chargeback immediately. To avoid this, we always recommend issuing an immediate refund.

Note: Many of these inquiries and retrievals are the result of the cardholder simply not recognizing the donation transaction. Providing basic information about your organization and the donation when discussing with your supporter is usually sufficient to resolve the issue. 

REACHpay Detects a Fraudulent Transaction

REACHpay includes enhanced fraud detection. Should the REACHpay payment gateway detect potential fraud, the REACH system will notify the admin via email and include a link to the Donation Details page. 

The Donation Details page will include a notification that states the REACHpay payment gateway has detected a likely fraudulent transaction and provide the reason.

In this instance, the reason provided is: Made With Stolen Card

Under the reason, instructions on how to resolve the dispute will be provided.

In this instance, the Admin is directed to immediately refund this donation to avoid a chargeback and then reach out to the supporter to resolve the issue.

To refund the donation:

On the Donation Details screen, click Actions > Refund

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