Updated Wed. June 3, 10:08 AM
Our payment processor, Vantiv (owned by Fifth Third Bank), has informed us that all duplicate charges have now been reversed and refunds began posting last night. Any affected Givelify donors should see refunds in their credit or debit accounts beginning today.
It’s important to keep in mind that banks can take 24-48 hours to process transactions. When you see your refund will depend on your individual financial institution. You may contact your credit or debit card’s issuing bank if you have further questions or concerns.
Our Safeguards
The Givelify app has features that safeguard against duplicate donations. For example, if a user attempts to make two donations in the same dollar amount to the same organization within a set time period, the app will prompt them to confirm by asking “Do you want to continue?”
In 18 months Givelify has processed over $11.5 million in donations. Every single penny has made it to the intended recipient. This is the first time we have experienced this problem, and we are working diligently with Vantiv to ensure it does not happen again.
Overdraft Fee Coverage
If you incur any overdraft fees as a result of these duplicate transactions, you may fill out a refund request form and Givelify will reimburse you.
Original Post Published Monday, June 1
The safety and security of your financial information is Givelify’s top priority. Without your trust in us, this company would cease to exist.
We wanted to inform you of an issue with our credit card processor, Vantiv, which caused many donations made on Saturday, May 30, and Sunday, May 31, to be processed twice. Vantiv is the company Givelify uses to to process your credit and debit card donations. Communication from Vantiv states that an internal system glitch resulted in the duplicate transactions, and this issue has affected an unknown number of their customers—including Givelify.
According to an associate with Vantiv, “We are working on getting all of the transactions reversed. We are aiming for completion today, but it may end up being tomorrow before it is done.”
We chose to partner with Vantiv because, as a young company, we wanted to earn your trust by ensuring your private financial information was in safe, reliable hands. As an industry leader for over 40 years, Vantiv developed the first online ATM network in the United States. Today they partner with companies including AT&T, Microsoft, and Sprint, and process over 11 billion credit card transactions a year. Eight of the top 25 national retailers and nine of the top 50 financial institutions are Vantiv clients.
We apologize for the inconvenience and appreciate your patience while Vantiv resolves this matter.
For more information about Vantiv, please see their website.
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