On the very rare occasion that a dispute is filed against an organization on Donorbox, Stripe will reverse the total amount donated (plus a $15 dispute fee if you're US-based) and deduct this amount from the account's balance. If the dispute has been won in the organization's favour, the total amount plus the $15 fee will be reimbursed. Stripe will not refund the credit card processing fee to an organization.

If a chargeback has been filed against your organization, you can dispute the chargeback very quickly via the Stripe dashboard where you'll be guided through a step-by-step process using an electronic form. You'll be able to upload any necessary files and evidence to increase the likelihood of the dispute being won in your favour. Based on our own experience, we have found that organizations have more often than not successfully won any claims filed against them. For more information on the matter, please feel free to check out Stripe's documentation detailing what happens during a dispute and how you can best respond to them.

PayPal has a slightly different approach to dealing with chargebacks. If a claim is filed via PayPal, you will be able to respond to the claim in PayPal's Resolution Centre. Here, you'll be able to reach out directly to whomever is filing the claim against you. You will be given 20 days to resolve the dispute; however if a resolution cannot be made within that time, you can escalate situation and dispute the chargeback by following the instructions in the Resolution Centre. For more information on disputes filed via PayPal, please click here. It should be noted that PayPal may refund the credit card processing fee on a case-by-case basis, so it would be best to contact them for more details on the matter. 

When you issue a refund to your donor, it should reflect in their account approximately 5-10 business days later, depending upon the bank.

In the case of a chargeback, we (Donorbox) can mark the disputed donation as refunded manually if you request it. This way, the donation will not count toward your gross total or be calculated in the Donorbox platform fee.