Refunds and chargebacks

Refunds

Refund requests come to us, and we decide each one. If a donor asks you for a refund, ask them to contact us, or contact us on their behalf with the donor's name, the amount and the date.

When a donation is refunded:

• The donor gets their whole payment back, including any fee they covered.
• Your organization returns its share, and pays the transaction fee.
• We return our platform fee.

The donation is marked Refunded and no longer counts toward any total.

Chargebacks

Sometimes a donor asks their bank to reverse a payment instead (a dispute, or chargeback). The same applies as for a refund, and your organization also pays the bank's dispute fee, which Stripe charges on every dispute. If the dispute is decided in your favor, the donation and what you paid are restored.

How the costs are paid

These amounts are taken from your other online donations before they're paid out. The Payments page shows any refund and dispute costs so far, and how much is still to come out of future donations.