Refunds & Disputes


Commonly asked questions about getting started with Philantro

Payouts and Adjustments

Commonly asked questions about payouts, refunds and disputes

Data Exporting

Exporting platform data.

Syncing Integrations

Integrations that extend the core functionality of Philantro.

Philantro Support

We strive to respond amazingly fast, but please be aware of our time zone differences and Code of Conduct. We're fairly responsive between the hours of 8AM - 5PM Central Standard Time, Monday - Saturday.

Refund Basics

In the rare event a donor requires a refund, the organization is responsible for the services fees associated with the transactions as they are non-refundable. Every transaction can be refunded via its respective transaction record on the dashboard. Donors will typically see the funds returned to the original payment method within 5-7 business days.

Service-Fee Exceptions

In the unlikely event a refund is warranted as a result of an error on Philantro's behalf, please report the issue and provide proof within 3 days of refund issuance. Should we corroborate the issue, the service fee will be credited to the organization's account.

Disputes Basics

Disputes, also known as chargebacks, are when a donor doesn't recognize the transaction and reports the charge as fraudulent to their banking institution. Banking institutions will often side with their client and it is the responsibility of the organization to prove the transaction was made by the account holder and in earnest. At the onset of the dispute, the following fees are levied as well as the loss of the original transaction amount. However, if the organization wins the dispute, mostly in the form of the donor retracting the claim, all associated fees are returned.