Chargebacks occur when a cardholder disputes a charge with their card issuing bank stating that the transaction is unauthorized and requests a return of funds.

Cardholders may initiate disputes for various reasons such as but not limited to:

Generally, cardholders should check with the merchant (nonprofit) first to see if a refund is possible.

If you received a chargeback due to a dispute from a donor, the best next step is to contact the donor directly. It is possible that the donor did not recognize the charge and chose to file a dispute.
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In the case that the donor disputed in error, the donor is able to contact their credit card company directly to reverse the chargeback. If the chargeback is overturned, the original donation will be returned to your fundraising account, but the $15 chargeback fee is non-refundable.

Anytime a cardholder initiates a chargeback, dispute or retrieval request with the credit card company, fees are charged by the bank. Anedot passes these fees along to the organization.

Our Finance Specialists submit supporting documentation for retrieval requests to challenge any chargebacks or disputes on behalf of organizations. Whether a chargeback stands or is reversed, the fee is deducted from the organization's account. If the chargeback stands, the transaction in dispute will also be deducted from the organization's account.
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If you have questions regarding the account Owner's responsibility for chargebacks or associated fees, see Anedot's Terms of Service.