FundSvcs Community

Good morning!

We have had an issue cropping up recently with some credit card gifts.  We started to get an increased number of disputes, and in looking into it, discovered that in some cases, donors were seeing, not the name of our university on the transaction, but the name of a completely unaffiliated business in another part of the city.  Our payment processor provided the following explanation:

"When a transaction is still pending on a cardholder statement, an issuer will often use analytics to provide the information to show on their portals. Once that transaction settles, they will use the information that was sent through with the transaction. Because of this process, it's a very issuer based decision and we don't have any control over what is displayed. The only recommendation that we can give is to have the cardholder talk to their issuer and let them know that the information was incorrect so they can potentially adjust their systems accordingly."

Has anyone else experienced this?  If so, did you find a way to resolve the issue beyond telling the cardholder to talk to their issuer?

Thanks very much for any insight you can provide!

Good morning!

We have had an issue cropping up recently with some credit card gifts.  We started to get an increased number of disputes, and in looking into it, discovered that in some cases, donors were seeing, not the name of our university on the transaction, but the name of a completely unaffiliated business in another part of the city.  Our payment processor provided the following explanation:

"When a transaction is still pending on a cardholder statement, an issuer will often use analytics to provide the information to show on their portals. Once that transaction settles, they will use the information that was sent through with the transaction. Because of this process, it's a very issuer based decision and we don't have any control over what is displayed. The only recommendation that we can give is to have the cardholder talk to their issuer and let them know that the information was incorrect so they can potentially adjust their systems accordingly."

Has anyone else experienced this?  If so, did you find a way to resolve the issue beyond telling the cardholder to talk to their issuer?

Thanks very much for any insight you can provide!

Good morning!

We have had an issue cropping up recently with some credit card gifts.  We started to get an increased number of disputes, and in looking into it, discovered that in some cases, donors were seeing, not the name of our university on the transaction, but the name of a completely unaffiliated business in another part of the city.  Our payment processor provided the following explanation:

"When a transaction is still pending on a cardholder statement, an issuer will often use analytics to provide the information to show on their portals. Once that transaction settles, they will use the information that was sent through with the transaction. Because of this process, it's a very issuer based decision and we don't have any control over what is displayed. The only recommendation that we can give is to have the cardholder talk to their issuer and let them know that the information was incorrect so they can potentially adjust their systems accordingly."

Has anyone else experienced this?  If so, did you find a way to resolve the issue beyond telling the cardholder to talk to their issuer?

Thanks very much for any insight you can provide!

Good morning!

We have had an issue cropping up recently with some credit card gifts.  We started to get an increased number of disputes, and in looking into it, discovered that in some cases, donors were seeing, not the name of our university on the transaction, but the name of a completely unaffiliated business in another part of the city.  Our payment processor provided the following explanation:

"When a transaction is still pending on a cardholder statement, an issuer will often use analytics to provide the information to show on their portals. Once that transaction settles, they will use the information that was sent through with the transaction. Because of this process, it's a very issuer based decision and we don't have any control over what is displayed. The only recommendation that we can give is to have the cardholder talk to their issuer and let them know that the information was incorrect so they can potentially adjust their systems accordingly."

Has anyone else experienced this?  If so, did you find a way to resolve the issue beyond telling the cardholder to talk to their issuer?

Thanks very much for any insight you can provide!

Good morning!

We have had an issue cropping up recently with some credit card gifts.  We started to get an increased number of disputes, and in looking into it, discovered that in some cases, donors were seeing, not the name of our university on the transaction, but the name of a completely unaffiliated business in another part of the city.  Our payment processor provided the following explanation:

"When a transaction is still pending on a cardholder statement, an issuer will often use analytics to provide the information to show on their portals. Once that transaction settles, they will use the information that was sent through with the transaction. Because of this process, it's a very issuer based decision and we don't have any control over what is displayed. The only recommendation that we can give is to have the cardholder talk to their issuer and let them know that the information was incorrect so they can potentially adjust their systems accordingly."

Has anyone else experienced this?  If so, did you find a way to resolve the issue beyond telling the cardholder to talk to their issuer?

Thanks very much for any insight you can provide!