I received an email about a Chargeback. What do I do?

A chargeback occurs when a donor disputes the donation charge on their credit card. In this situation, it's best to reach out to the donor directly.

A chargeback notification means that one of your donors has disputed the donation charge with their credit card company.

In most cases, someone disputes a charge because they forgot about their donation or they don’t immediately recognize the charge when they look through their bank statement.

We recommend reaching out to your donor so you can remind them about their donation to your cause.  Going directly to your donor is the most efficient way to solve the dispute and receive the donation. We created the email below that you can send to your donor, but the idea is simply to ask your donor to call their credit card company and cancel the chargeback.

One a chargeback has been reversed, it can take up to 45 days for the funds to be returned to their original recipient. The chargeback will appear on your donation report as a secondary entry with an "R" next to the transaction ID. If it is reversed it will appear on the donation report a third time with an "RC" next to the transaction ID.

Sample email to reach out to your donor:

Hi [Donor Name]-

Just wanted to reach out to you and let you know that we got a notification that you have disputed a charge for a donation to our campaign. Hopefully, you meant to make the donation and this email helps you recognize that the charge on your card is legitimate. If that’s the case, would you please reach out to your credit card company and ask them to cancel the chargeback?

Any donation, large or small, makes a huge difference to our cause. We really appreciate all your support and please let me know if you have any questions. Or, you can contact our fundraising platform, CrowdRise at nposupport@gofundme.com with any questions as well and they'll help you with your transaction.

Thank you,