Chargebacks are a standard part of accepting online payments, and it’s important to understand how they work. A chargeback occurs when a cardholder (your donors) contacts their bank to dispute a charge on their account. When this happens, the disputed amount is automatically deducted from your Webconnex Payments account and temporarily returned to the cardholder while the case is reviewed.

While chargebacks can be frustrating, Webconnex Payments includes a built-in service to help. Our team proactively responds to chargebacks and works to dispute them on your behalf at no additional cost. This article will walk you through what to expect when a chargeback is filed and how our team supports you throughout the process.

If you still have questions, please feel free to contact our chargebacks team at chargebacks@webconnexpayments.com.

Note: Chargebacks are more commonly encountered when hosting events vs accepting donations.

Webconnex Payment's Chargeback Support

When using Webconnex Payments, our dedicated team actively manages and disputes chargebacks on your behalf in an effort to recover the funds. This service is included at no extra cost and is available to all Webconnex Payments customers.

We already have access to all the pertinent donation information collected when making a purchase or donation. If you happen to have pictures from the fundraiser you hosted, please provide that to the Webconnex Payments team by emailing chargebacks@webconnexpayments.com.

The typical time from when a dispute is opened until Webconnex Payments knows the verdict is typically 90-120 days.

Chargeback FAQs

Why do donors issue chargebacks?

Chargebacks can be opened for a variety of reasons.

The cardholder may not recognize the charge
The cardholder may feel that the organized they donated to is not managing funds well, and decide to refute their donation
The cardholder may have attempted to cancel their recurring donation, but their donation wasn't canceled
The cardholder may have duplicated their donation
The cardholder may be contesting the charge as fraudulent

Does Webconnex Payments refund the cardholder for a chargeback?

Webconnex Payments does not issue refunds to the cardholder in the case of a chargeback. Chargebacks are not initiated by us and are not voluntary. When a cardholder disputes a transaction, the disputed amount is automatically withdrawn from your Webconnex Payments account and returned to the cardholder. This is a required process handled between the cardholder’s bank and our payment processor.

Why do credit card companies automatically favor the cardholder? Why don't they wait until the facts come out before debiting my account?

The credit card companies have adopted this approach to protect the cardholder. This is the standard across the nation and outside of our influence or control.

What happens after the chargeback is filed?

Webconnex Payments contests the chargeback on your behalf. We have access to all the information needed to file a rebuttal to the dispute. We also reach out to the cardholder directly to get any information they might have as to the reason for the dispute, and to remind them what the donation was for. We have a relatively high success rate compared to the industry standard contesting chargebacks. Most of the information regarding the chargeback can be found in this chargeback notification email, specifically the link to the order and the reason the dispute was initiated.

Why am I being charged a $15 chargeback fee?

In addition to your Webconnex Payments account being debited for the amount of the original transaction when a chargeback is opened, you are also assessed a fee. This fee is charged by our credit card processor regardless of the reason for the chargeback or the ultimate outcome, and it is not refunded if we are successful in contesting the chargeback.

How can I prevent future chargebacks?

There are multiple ways to prevent future chargebacks. Here are a few ways to limit the chargebacks your organization receives.

Make sure your donors can identify your organization and cause on their credit card statements. Charges will show up as the first 22 characters of your page name on the donor's bank statements.
Ensure that your donors have clear ways to contact your organization, and answer questions promptly

Where can I view chargebacks?

You can view your chargebacks through the Webconnex Payments Portal. Here is how to view all of your chargebacks at a glance:

From the Pages screen, hover your mouse over the Gear icon on the top right-hand corner
Select Payment Processors from the dropdown
Find the correct payment processor, and click View Payments Portal

From the Dashboard, click Transactions from the top menu bar
On the Status filter, select Dispute and/or Dispute Pending
If desired, click Export in the top right corner to export a list of all your disputed charges

Note: To view the chargeback reason for a specific chargeback, click the eye icon next to the chargeback you want to view. You can find the Dispute Reason on this page.

Pro Tip: You can also view chargebacks by downloading a Payout Report from Webconnex Payments. This report clearly shows how your chargebacks and chargeback fees impacted your payout. It’s the most effective tool for reconciling your bank account. Click here to learn how to download the Webconnex Payments Payout Report.