Stop a chargeback
A chargeback is a transaction reversal that a supporter requests with their banking institution or card issuer. Chargebacks protect consumers from fraudulent activity but aren't always intentional. For example, sometimes a supporter forgets they have a recurring donation and requests a chargeback because they don't recognize the transaction.
If your organization loses a dispute or chooses not to challenge a chargeback, there is a $4 dispute fee charged to your account.
Note: There is a $15 fee for PayPal chargebacks if you lose the dispute or choose not to challenge it.
Responding to a chargeback
How you respond to a chargeback depends on your payment solution:
- GoFundMe Pay - When a supporter requests a chargeback, GoFundMe Pro sends you an email notification. To challenge the chargeback, reply to the email within 5 days. If you don't reply within 5 days, the chargeback will be accepted.
- Braintree or Authorize - When a supporter requests a chargeback, GoFundMe Pro sends you an email notification. To challenge the chargeback, contact your payment solution within 5 days. If you don't contact your payment processor within 5 days, the chargeback will be accepted.
It generally takes banks and card issuers 60-75 days to reach a decision on chargeback disputes.
Note: To receive chargeback notification emails, you must subscribe to them in your Notification settings under Administration in your account menu.
Additional steps you can take
- Contact the supporter - If you receive a chargeback, we recommend reaching out to the supporter. It's possible that they do not remember donating to your organization. Reminding them of your cause gives them a chance to cancel the chargeback.
- Submit additional evidence - When a chargeback happens, GoFundMe Pro sends transaction information to the banking institution or card issuer. We send the donation receipt, AVS/CVC results, purchase IP, and our terms of service. You can submit extra evidence such as emails with the cardholder or proof of prior refunds to help dispute the chargeback. If you're a GoFundMe Pay customer, reply to the notification email with the additional evidence within 5 days. Customers who use another payment solution, need to send the evidence to the payment solution within 5 days of receiving the chargeback notification email.
Frequently asked questions
Can you cancel the chargeback so we can refund the donor?
Only the supporter's bank can cancel a chargeback. Contact the supporter and ask them to contact their bank to cancel the chargeback.
The supporter canceled the chargeback with their bank. Why is the transaction still in a chargeback status?
While the supporter may have contacted their bank to drop the chargeback, it is possible the bank will continue with the chargeback process anyways. We recommend still submitting evidence to challenge the chargeback. A copy of your communication with the donor where they state they would like the chargeback dropped is the best evidence you can submit.