What happens if there is a charge back?

[Dovid]

Let's say a payer disputed a charge or that the credit card was rejected after authorization but before the charge settled.

What happens? Is the Salesforce notified? In the case of dispute is the money pulled from our bank account and refunded? Is there an email alert?

What if we need to issue a refund?

Thanks,
Dovid

[CnP.Support]

Dovid,

Answers to your questions follow:

Issuing a refund: Currently you can issue a refund through the Administrative Portal in Click & Pledge. The refund feature is currently being worked on as part of an upgrade to the API platform and soon will be added to Salesforce. Currently this feature is not in Salesforce and should be handled in the C&P's portal.

Disputes: The bank will notify you of a dispute and if you lose the case then the bank will withdrawal the money from your bank account.

If a reversal is made prior to settlement there will be no fees associate with the transaction. You may issue a void through the administrative system in the C&P portal.

[annagore]

When a refund is issued through the C&P Portal, is the refund also logged in Salesforce?

[CnP.Support]

Good day

Not in this release. It is a feature that is currently under development for the next release.

[Roy]

What C&P report can I run to see the charge back issued by the bank in response to a dispute?

[CnP.Support]

Good day!

Sorry but the chargebacks are not communicated back with us so our system does not know of chargebacks.

If you want we can request access to the Transfirst reporting so you can see chargebacks but that is outside our reports.