In Blackbaud Merchant Services (BBMS), transactions have the ability to be refunded. Donors can also request, via their credit card company, for a chargeback to be issued. Since both processes involve giving money back to the donor, they can often be confused.
A Refund can be issued at any time, and per the donor's request to the organization. This can occur if a donor accidentally submitted a donation more than once, or if they accidentally entered a greater amount than what was intended. Please see How do I refund a transaction. Refunds must be issued within 180 days from the date of the original transaction.
A Chargeback is issued when a donor disputes the transaction with their credit card company. This can occur if the card was reported stolen or the cardholder does not recall making the specified transaction. Credit card processing companies charge the merchant approximately $15 per chargeback issued, and will return the initial transaction amount to the cardholder. To dispute a Chargeback, or if you have questions about what criteria is necessary in order for a Chargeback to be disputed, email ChargeBacks@Blackbaud.com.