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.
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
- Duplicate Transactions Causing Chargebacks
- Reporting/Reconciliation
THE SOLUTION
Feeding America looked to EveryAction and Nuvei to stop chargebacks and streamline management workflows through early detection and automation.
- An Integrated Solution
- Abolishing Duplicate Transactions
- Solving Reconciliation Nightmares
THE RESULTS
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
- 1 system needed for fundraising
- 50% 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 Services
