Users are able to challenge or approve chargebacks in the Blackbaud Merchant Services portal. Users may encounter instances when the 'Challenge" button is grayed out for a pending chargeback.
When the ‘Challenge’ button is grayed out, this means that the transaction was entered as a fraud dispute by the donor. An example of this would be if the donor calls their bank and says "Someone stole my credit card and used it and I need to cancel it.” There are a few reasons you can challenge a transaction, but if a donor challenges it as fraud, it is a lot harder to win so the Chargebacks team makes it unchallengeable in the BBMS portal by graying out the ‘Challenge’ button. In this instance the organization can still challenge it via our Chargebacks team with a signed receipt or written confirmation from the donor. Once this confirmation proof has been obtained, the organization can send it to firstname.lastname@example.org with the case number it says next to it and it will become challengeable again as long as the due date has not passed.