How to challenge a chargeback:

In the BBMS Web Portal Home page > Chargebacks pending review tab. All pending transactions are listed here. 
  1. Click the ellipses of the appropriate transaction
  2. Click Details to view transaction details
  3. Click “Challenge” to challenge the chargeback or “Accept” to allow the chargeback to be returned to the donor’s credit card.
If the option to challenge is not available please see, Challenge button is grayed out for a pending chargeback in BBMS

What is the lifecycle of a chargeback?

There are three Chargeback tabs on the home page of the BBMS Web Portal. They are as follows:
  1. Pending Review – The transaction will be listed here if no action, whether it be to challenge or accept the chargeback, has been taken.
  2. Under Dispute – All challenged transactions will be listed here.
  3. Resolved – All resolved challenged chargebacks will be listed here. After our chargebacks team looks at the chargeback and discusses it with the bank, a decision will be made on its outcome. All chargebacks that are lost will be listed as "confirmed." Any chargebacks listed as "disputed" were won by the organization. Confirmed or Disputed will show in the Resolution column. In the event the organization wins, the chargeback will be listed as a “Reverse chargeback” in BBMS.

    NOTE: The $15 chargeback fee still applies if you win the dispute. It will not be refunded along with the donation amount.
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. The table below explains the collateral required to dispute each reason of chargeback request.
Chargeback reasonCollateral
ComplianceThis chargeback request indicates a transaction that did not comply with your card acceptance agreement with the credit card company or is
otherwise uncollectible. You cannot challenge this type of chargeback. Blackbaud Merchant Services must refund the transaction to the card
holder.
Fraud transaction— unauthorizedThis chargeback request indicates a fraudulent or unauthorized transaction, such as through stolen credit card information. You cannot challenge this type of chargeback. Blackbaud Merchant Services must refund the transaction to the card holder.
Credit previously issuedThis chargeback request indicates the card holder was issued a duplicate credit for a transaction. If you have already issued a refund for the
duplicate credit, provide a screen capture of a record of the processed refund to dispute the request.
Canceled recurring transactionThis chargeback request indicates the card holder reports the transaction as toward a canceled commitment such as a pledge or recurring gift. To
dispute the request, provide a screen capture of a record of the commitment.
Transaction not recognizedThis chargeback request indicates the card holder does not recognize the transaction. To dispute the request, provide a screen capture of a record of the transaction.
Credit not processedThis chargeback request indicates the card holder did not receive a requested refund for a transaction. To dispute the request, provide
documentation that explains why the refund was denied.
Duplicate transaction (processing)This chargeback request indicates the card holder believes a transaction to be a duplicate of another transaction. To dispute the request, provide
screen captures of records of the valid transactions presumed to be duplicates.
Non-receipt of merchandiseThis chargeback request indicates the card holder did not receive the product purchased with the transaction. To dispute the request, provide
documentation as evidence the card holder received the product, such as delivery confirmation.
Not as describedThis chargeback request indicates the card holder received a product or service different from that purchased with the transaction. To dispute the
request, provide documentation to describe the product or service the card holder received.
Services not renderedThis chargeback request indicates the card holder did not receive the service purchased with the transaction. To dispute the request, provide
documentation as evidence that the card holder agreed to and used the service.
OtherFor Card Present transactions processed by American Express, provide documentation as evidence of signed support such as an endorsed
receipt. For all other transactions, contact
PaymentServicesSupport@blackbaud.com for information about how to dispute the request.