If a payor does not recognize a charge on their statement or wants their funds back for any reason, they can contact their card issuer and "dispute" the charge. The payor contacts their bank and notifies them of this, and in turn, the payor's bank opens a dispute and requests the funds back.
For more information on the dispute process, see Stripe disputes and what this means for you.
The most common reasons for a dispute through Givebacks are:
The customer didn't recognize the charge.
The customer didn't receive their product.
There was an unresolved issue with the product.
The customer requested a refund but didn't receive it.
Fraud
Ways to avoid disputes
Update your statement descriptor - The statement descriptor is the merchant name listed on the customer's credit card statement. Ensure your descriptor is recognizable to your customers and donors.
See How do I change my statement descriptor for my organization, for instructions on how to update this in your Stripe account.
Respond to customer inquiries promptly - When customers have concerns about their orders or suspect fraud, they want a quick response. Responding to customer inquiries and resolving issues promptly can increase customer satisfaction and save time compared to dealing with a dispute.
Update your Givebacks notification settings - Customers use the "Contact Store Admin" link in your online store to contact your organization. Designate one or two officers to answer these inquiries. Go to My Organization, select Notifications, and add an officer to receive Contact Us notifications. Remember to update this notification annually.
For more information, see How do I set up notifications?
Provide a clear cancellation and refund policy - Include a clear policy within the product or event description, and complete refunds promptly when a customer requests and is entitled to a refund.
Provide clear delivery or pick-up procedures and timeframes - It is helpful to include delivery or pick-up information in your product descriptions. Notify customers if there is a delay in fulfilling their orders.
Questions? Click the "?" icon to contact Givebacks Support.