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 with 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