Knowledgebase

Disputed transactions, such as chargebacks and fraudulent charges can result in payments being refunded to the original cardholder. Formally disputed transactions are rare for most organizations, but the following information will be helpful if one of these situations does occur. In the case of a chargeback or fraudulent transaction, the following process is to be followed. A prompt response from your organization is required in these instances.

Issue Escalated by the Card Holder

1. Fullsteam is notified by the payment processor that a dispute or retrieval request has been received from a cardholder’s issuing bank.
2. Fullsteam notifies the merchant (organization/chapter), using the Responsible Party’s email address, and outline what needs to be provided in order for Fullsteam to dispute the chargeback on merchant’s behalf.
3. The merchant responds to the Fullsteam email with the requested documentation.
4. If merchant wins the dispute, the merchant is awarded the payment, but the chargeback fee of $25 will be assessed.
5. If merchant does not win the dispute, merchant does not receive the purchaser’s payment and is assessed the chargeback fee of $25.

Issue Identified by the Merchant

If your organization identifies a questionable payment, contact StarChapter's Support Team for further assistance. Include any information available about the payment, such as the order number, amount, and date, as well as an explanation of why the payment is being reviewed. The Support Team will investigate the matter and advise you on next steps.