š” If a donor disputes a donation with their bank (a chargeback), the amount is pulled back from your organization. Often it's just a donor not recognizing the charge, so reaching out to them is the fastest fix.
What a chargeback is
A chargeback happens when a donor asks their bank to reverse a charge instead of asking you for a refund. When that happens, the donation amount is taken back out of your organization's balance.
Why it usually happens
Most chargebacks aren't intentional. A donor sees an unfamiliar charge on their statement and disputes it because they don't recognize it.
What to do
Reach out to the donor. Their email is on the donation. A quick note explaining the charge was their donation to your organization often clears it up, and they can withdraw the dispute with their bank.
If you can't resolve it with the donor, contact HCB at [email protected].