This covers several financial topics such as definition of terms, details of the chargeback process, and common failed transaction codes.
Definition of Terms
Here are several terms you might run across in WeShare and what they mean:
Payment Card Industry (PCI) – Security standards imposed by the Payment Card Industry Security Standards Council that are accepted by all major credit card companies and are required of all WeShare customers that accept or store credit card information.
Chargeback – A chargeback occurs when a cardholder contacts their credit card issuer to dispute a billing entry. A cardholder can dispute a WeShare transaction if they believe that the charge is unauthorized. The proceeds from the original transaction are subtracted from WeShare’s bank account. When funds are removed from WeShare’s bank account, the funds will then be removed from the customer’s account in order to make WeShare financially whole from the chargeback.
Refund – A process during which the transaction is reversed and sent back to the donor. Credit card refunds are processed within 48 hours of the related transaction settling from processing. The settling process can take up to seven days before the refund process can begin. ACH transactions (EFTs) through checking accounts can take several days and are refunded via a paper check. The refund fees are stated in your WeShare agreement.
ACH/EFT – Checking/savings account transactions. WeShare does not process automated refunds for ACH/EFT transactions, ALL ACH refunds must be processed via a paper check. WeShare issues and mails the physical check to the member directly unless otherwise specified.
Chargeback Q&A Process
How does WeShare handle chargebacks?
WeShare’s compliance office will communicate with the disputing financial organization and provide the necessary documentation related to the chargeback.
What is the fee for processing a chargeback?
The fee depends on the type of chargeback in question. You can find additional information about your fees by reviewing your WeShare Agreement or by contacting your Engagement Manager.
Which cards execute chargebacks?
American Express, MasterCard, Visa and Discover all execute chargebacks on behalf of their customers.
How long can a chargeback take to process?
Depending on the financial institution, chargebacks can take anywhere from 6-10 weeks to complete.
Common Failed Checking/Savings Account Codes
R29: Corporate Customer Advises Not Authorized – RDFI has been notified by Receiver (nonconsumer) that entry was not authorized.
R20: Non-Transaction Account – ACH entry is destined for a non-transaction account (i.e., an account against which transactions are prohibited or limited).
R13: RDFI Not Qualified to Participate – financial institution is not qualified to participate in ACH or the routing number is incorrect.
R10: Customer Advises Not Authorized – customer has authorized RDFI that Originator of transaction is not authorized to debit account. (Must be returned no later than 60 days from settlement date of original entry and customer must sign affidavit).
R08: Payment Stopped – Receiver of a recurring debit transaction has stopped payment on a specific ACH debit. (RDFI should verify the Receiver’s intent when a request for stop payment is made to insure this is not intended to be a revocation of authorization).
R07: Authorization Revoked by Customer – consumer, who previously authorized ACH payment, has revoked authorization from Originator. (Must be returned no later than 60 days from settlement date and customer must sign affidavit).
R04: Invalid Account Number – unauthorized debit to consumer account using corporate SEC Code (CCD, CTX, CBR).
R03: No Account/Unable to Locate Account – account structure is valid and passes editing process, but does not correspond to individual or is not an open account. (This can also be because the account type is wrong).
R02: Account Closed – previously active account has been closed by customer or customer’s bank.
R01: Insufficient Funds – available balance is not sufficient to cover the dollar amount of the debit entry.
Common Decline Credit/Debit Card Account Codes
Call: This means that the card holder’s credit card company has blocked the transaction. Have the member call the 800 number on the back of the card and find out why.
Hold-call or Pick Up Card: There is a problem with the card. Have the member call the 800 number on the back of the card and find out why.
Do not honor: The member’s credit card company is telling WeShare not to honor the card. There is a problem with their account. Have them call the 800 number on the back of the card to find out why.
Decline – Invalid Transaction: Please verify that the credit card information is correct and run the transaction again.
Card No. Error: Account number entered incorrectly or mistyped. Verify account number with customer and re-enter the card number again.
No Reply: The card holder’s bank is not replying to the credit card transaction. Try waiting and then rerunning the transaction.
Transaction not permitted: The bank that has issued this card does not allow this type of purchase. Have the client call the 800 number on the back of their card for further explanation.
Decline Exceeds issuer withdrawal limit: Card cannot be used until withdrawal limit has been increased/lifted.
Decline Activity limit exceeded: Card cannot be used for the purchase.
No Account: Issuing Bank is declining the transactions, and they’re may be a problem at the issuing bank’s end. Clients need to contact corresponding institutions. It appears both clients have the same issuing bank.
Submitted, Processing, Completed, Or Failed Donation Messages
Submitted: This is the first step in the donation process. It means that the information given by the member is being verified.
Processing: Once the information is verified, WeShare is confirming and verifying the funds. Think of Submitted as the intention and the Processing as the actual debit.
Completed: WeShare will send the funds to your bank once they are verified. When those funds are received, your bank will post it as Completed.
Failed: If the funds intended by your member cannot be verified, you will see a Failed message indicating the payment was not received.
If a donation fails, you will receive a financial notification both by e-mail and in the Financial Message Center on WeShare.
Donor Refund Request
All refund requests are processed through the LPi Finance Department. Please allow 7-10 business days for the refund to reach your user’s account. To process your request, please email your Engagement Manager the following information:
- Name, city, and state of the parish or organization
- First and last name of the user who has requested the refund
- Transaction date
- Refund amount
Transaction Refund Policy
A donor or church admin must contact LPi no later than 60 days after the payment was made. Verbal request is acceptable when contact is made within the first 30 days after payment is processed. Written request is required when contact is made 30 days after payment is processed. Refunds can be issued for up to a maximum of 90 days of activity for donations and up to 1 year of refund fees for an event.
Member Sign Up and Donation
WeShare has made it very easy for your members to create an account and donate to a Giving Opportunity at the same time.
- Simply click on the Giving Opportunity of your choice.
- Choose to set up a Recurring or One Time donation.
- Fill out payment and contact information.
Once completed, the donation will be finalized and the account created. The email address provided will receive a welcome email with Success confirmation, receipt, and login information.
Donor InstructionsRETURNING DONORS NEW DONORS
How To Use Transfer Reports
To view donation histories by month and export this data in three different ways follow the directions below.
- Click the Reports icon within the left side navigation.
- Choose Report Type: Transfer Report
- Click on Date Range to choose a new date and click Run Report.
Under the Action column, click on the Export Closing Period icon for the bank account you would like a report on:
Net Donation Reports
Summary PDF—reports the gross and net donations received, organized by Giving Opportunity.
Detailed PDF—reports the same data, but includes information on individual donations, including a reference number, the date and time the transaction was made, the date and time the transaction was processed, and the amount of the particular donation.
Gross Donation Reports
WeShare CSV Export—reports the gross donation amount, along with other account information in an editable spreadsheet format. You can change the format of this spreadsheet in the File Export Settings so it is compatible with your financial software.
Click Save to save the report to your computer or click Open to open the report in your browser.