If a payment is disputed

Sometimes a supporter asks their bank to reverse a card payment. This is called a dispute, or a chargeback. Most disputes on fundraisers come from someone who didn't recognize FUND MY SQUAD on their card statement.

What happens

- We email you with the amount, the reason the bank gave, and the date by which anything helpful needs to reach us

- That payment, plus the dispute fee, is held out of your payouts until the bank decides. Everything else pays out as normal

- We respond to the bank for you, with the payment details and receipt

- The bank usually decides within 60 to 75 days

How you can help

- If you know the supporter, reach out personally. If they meant to give, ask them to call their bank and withdraw the dispute

- Reply to our email with anything that shows the payment was genuine, such as messages, thank-you notes, or check-in records

- Don't refund the supporter or promise a refund while the dispute is open

Fees

Our payment processor charges $15 when a dispute is opened, which is not refunded even if it is won, and another $15 when a dispute is contested, which is refunded if it is won. These fees are passed on to organizers. If the bank decides for the cardholder, the payment and the fees are deducted from your balance. If it decides for you, only the first $15 is deducted.

The details are in section 7.5 of our Terms.