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 by far the most efficient way to solve this and keep the donation. We created the email below that you can cut and paste to 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.
Here is a sample email you can use to reach out to your donor...
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 legit, and 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 firstname.lastname@example.org with any questions as well and they'll get right back to you.
Thanks so much.