CASE STUDY
Nonprofit stops chargebacks and streamlines workflows with Nuvei
Automation delivers operational cost reduction and better donor experience.
ABOUT FEEDING AMERICA
For over 40 years, Feeding America has responded to the hunger crisis in America by providing food to people in need through a nationwide network of food banks.
As the largest hunger-relief organization in the United States, its mission is to advance change in America by ensuring equitable access to nutritious food for all in partnership with food banks, policymakers, supporters, and the communities we serve.
• Feeding America is a nationwide network of more than 200 food banks, 21 statewide food bank associations, and over 60,000 agency partners, including food pantries and meal programs.
• Together, the organization has helped provide 5.2 billion meals to tens of millions of people in need last year.
• 3.6 billion pounds of rescued food.
THE CHALLENGE
The chargeback management process has historically been fraught with pain and expense—and, for Feeding America—the experience with this normal part of fundraising was no exception. Labor-intensive, manual, error-prone and costly, the nonprofit needed a more efficient chargeback management process.
Non-Integrated Systems
Prior to teaming up with EveryAction and Nuvei, the organization manually managed chargebacks outside of fundraising software. Each week, time was required to research, locate, investigate and manually address chargebacks, a complicated process which entailed working between disparate systems that did not communicate with one another. From speaking with payment processors, manually processing refund within the software application and then reconciling this data with its CRM, the process was ripe wi th duplicate data entry and opportunities for human error.
Duplicate Transactions Causing Chargebacks
The organization was experiencing a very high number of chargebacks due to duplicate transactions that were going undetected. Without detection alerts in place, donors were charged multiple times for the same gift. Addressing these issues (working chargebacks and performing refunds) took hours each week and was also creating a sub-par donor experience. In fact, half of the
inbound call volume to Feeding America customer support was from requests to resolve duplicate donations.
In addition to this straining the team and being highly demotivating, escalations which had to be managed and cases that had to be worked, pulled employees away from core responsibilities and moving their mission forward.
Reporting/Reconciliation
Finally, Feeding America had no simple way to tie online gifts to a chargeback which made reconciliation and reporting challenging if not impossible.
THE SOLUTION
Feeding America looked to EveryAction and Nuvei to stop chargebacks and streamline management workflows through early detection and automation.
An Integrated Solution
As a first step, Feeding America leaned on EveryAction and Nuvei to implement a fully integrated solution which brought together its fundraising software, CRM, and chargeback management automation. Eliminating disparate systems and information silos modernized processes and reduced opportunities for human error.
With the introduction of chargeback management automation, chargeback templates streamlined case management, making a once labor-intensive and redundant process highly efficient. Templates grouped common dispute types and auto populated data elements and documentation, like gifting receipts, that are needed to respond to donors.
Abolishing Duplicate Transactions
With an integrated system in place, the team then got to work addressing the primary source of chargebacks—duplicate gifts. This included prevention actions to stop duplicates from processing as well as notifications when triggering duplicate parameters wer e met.
Reconciliation Nightmares
Next, to make end-to-end tracking and reporting possible, the team began assigning transaction IDs at the time of gifting within the payment gateway. When a chargeback occurs, the chargeback automation platform queries the payment gateway to connect the transaction to the chargeback. From here, the organization receives an automated alert and can begin taking action immediately.
THE RESULTS
1 Systems needed for fundraising
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Together, chargeback automation has proven to be highly effective at preventing chargebacks. optimizing operations, reducing support requirements and costs and improving the donor experience. In fact, immediately after implementation chargebacks associated with duplicate transactions were virtually eliminated. Total inbound customer support call volume dropped by a staggering 50% resulting in significant operational cost reduction. Other service levels also improved with dropped calls and escalations plummeting and providing time back for staff to focus on core functions. 100% Reduction in chargebacks from duplicate transactions
Reduction in inbound support call volume
“Chargeback automation has helped Feeding America to lower processing costs, reduce the number of phone and email inquiries and subsequent investigation into charges, reduced the staff time spent on processing refunds and allowed us to devote those dollar and time cost savings back to moving our mission forward.”
— Stacey Hughes, Sr. Director, Philanthropy ServicesMeet Nuvei: Our future-proof technology allows businesses to accept cuttingedge payment options, optimize new revenue streams, and get the most out of your existing stack—all on one platform.