SportsEngine

About Chargebacks

What are Chargebacks?

Chargebacks occur when a Registrant disputes a payment made to your Organization with their card provider. Without authorization from SportsEngine, the registrant’s card provider withdraws the funds in question from SportsEngine's account and returns them to the Registrant. At no time during this process does SportsEngine authorize any refund to the Registrant.

At this point, an emailed notification of the situation will be sent to your Organization (specifically the Billing Contact as listed in your Processor Settings) and to the Account Holder responsible for the dispute.

For up to thirty (30) days following notice of the Chargeback, we allow Organizations to hold onto funds paid out to them as a result of the Registrant’s initial payment.

If the reattempted payment has not occurred within thirty (30) days we will schedule a withdrawal of those funds from your organization, with a another email notification provided to your Billing Contact and the registrant prior to the actual withdrawal.

Your Organization’s Chargebacks are viewable by entering your site’s Admin Control Panel, choosing the Financial tab, and selecting the sub tab option of Chargebacks.

 

What can your Organization do about a Chargeback?

The best first step an Organization can take is to reach out to the Registrant responsible for the dispute and attempt to find an amicable solution to the issue. The Registrant can contact their card provider to drop the dispute or reverse the chargeback.

If it is not possible for them to settle with your organization offline, they may also pay their outstanding balance through SportsEngine using this payment link (https://payments.sportngin.com/register/form/179461678).

If the Registrant has questions pertaining to details of the dispute, they are to directed to inquire with their card provider. The card provider will be able to answer the more specific questions the Registrant may have.

Finally, your Organization can also reach out to SportsEngine with a response to the dispute, which we we can then forward on as a Representment to our Merchant Account Provider. For this option to be available, the response must be turned in to us within one week of the chargeback notice. There is no guarantee with this response that funds will be returned, as the decision is still up to the card provider. 

Your Organization’s Chargebacks

Your Organization’s Chargebacks are viewable by entering your site’s Admin Control Panel, choosing the Financial tab, and selecting the sub tab option of Chargebacks. Existing Chargebacks will be listed in a table with the following columns:

  • Order Number. This is the number of the original order which has been disputed.

  • Account Holder. This is the identity of the person whose account initiated the dispute and thus the Chargeback.

  • Survey. This is the registration session for which the Registrant’s charge was made.

  • Transaction Date. This is the date upon which the original transaction was made.

  • Chargeback Date. This is the date upon which the Organization and Account Holder were first notified of the existence of the Chargeback.

  • Amount. This is the amount of funds that are in the Chargeback / were disputed.

  • Attachment. This where any related documentation would be attached.

  • Tender. A value of “C” denotes a credit card-related dispute. A value of “A” denotes an Automated Clearing House (ACH) Return, which is a bounced eCheck payment.

  • Status. The status field represents the current condition of the Chargeback.

    • Open means that the notification has been sent out and the Chargeback is in the 30 day resolution period we’re given.

    • Closed means that there is no further action necessary on the order, or there has been a resolution agreed to by both parties.

    • Closed - Account Debited means the resolution period (30 days) has passed and SportsEngine has withdrawn the amount of the Chargeback from the Organization's account on file.

    • Closed - Payment Received means that the Registrant has reimbursed SportsEngine for the amount of the Chargeback and no further action is necessary on the order.

Note that every change in Status results in personalized emails being sent to the Billing Contact of your Organization.

If your Organization has no Chargebacks of any Status, the area beneath the column headers will simply read “No Chargebacks Found.

Downloading Chargeback Information 
To download this information into a .CSV file, click the Download CSV button. 

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