• 33%
    Increase in fraud attempts per month in 2016
  • $18.6B
    Estimated cost of CNP fraud by 2020
  • 60-70%
    of chargebacks are the result of friendly fraud
  • True Fraud
  • Friendly Fraud
  • Buyer's Remorse
  • Customer Confusion
  • Accidental Purchase

Add it all up, and the merchant’s bottom line pays a heavy price:

  • Loss of sales and/or goods/services
  • Increased fees, fines, penalties; risk of losing processing privileges
  • Avoidable chargeback volume
  • Unhappy customers/brand damage
  • Higher operational and downstream representment costs

The Right Information. For the Right Parties. At the Right Time.

Order Insight is a patent-pending platform that connects cardholders, merchants and issuers to resolve billing confusion and disputes in real-time. Merchant CRM and enhanced order details are made available to the cardholder through the Issuer-hosted mobile interface. If a consumer elects to contact the issuing bank, their call center or back office personnel will have access to the same order details and compelling evidence. This way, they can quickly resolve confusion, validate the sale, or flag as true or first-party fraud so merchants can retain sales and avoid losses to unwarranted chargebacks.

Order Insight for Merchants

Order Insight is an end-to-end chargeback solution that empowers issuer personnel with merchant CRM and order details in real-time, so that all parties can better recognize, remember and validate the sale. When a cardholder disputes a charge, Order Insight shares your direct contact details with the issuer and cardholder— a descriptive transaction history that includes product/service description, merchant name and device name. With the Issuer-hosted mobile interface, this detailed transaction information is readily available to the consumer, immediately providing answers to their questions.

If a consumer elects to contact the issuer, their call center or back office personnel will have access to the same order details to quickly resolve confusion and either validate the sale or flag it as true or first-party fraud, so you can retain sales and avoid losses to unwarranted chargebacks.

Merchant Wins

The Right Information

Provides comprehensive transaction details such as merchant names, product features, purchase history or device name to validate the sale:

  • Eliminate unwarranted chargebacks
  • Confirm buying decision/reduce billing confusion
  • Identify fraud and stop first-party/“friendly” fraud
For the right parties

Shared feedback loop between merchant and issuer allows for better customer experience and ongoing process improvement:

  • Cardholder self-service or first-call dispute resolution
  • Reinforce brand image/preserve customer loyalty and retention
  • Insight to improve order processes/operations
At the right time

Real-time data sharing between all parties help resolve disputes at the time they occur and head off issues downstream that drain your bottom line:

  • Retain your sales revenue
  • Proactive representment–compelling evidence details reduce disputes and eliminate resource drain to recover legitimate sales
  • Lower operational expenses & increase profits

Order Insight in Action

Robust Transaction Details Shared Through Order Insight

Order Insight delivers merchant CRM and robust order details directly to the cardholder through the Issuer-hosted mobile interface and online banking platform to help validate the sale and improve customer experience.

For inquires that do arise, the issuer’s call center or back office personnel will have access to the same order details and compelling evidence. They can either immediately validate the sale or flag it as true or first-party fraud, so you can retain sales and avoid losses to unwarranted chargebacks.

1

Product/Service:

Name of the product or service purchased and other product details including size, color, and quantity.

Use Case:

Clarify descriptors & validate the sale

Example:

The order was for a blue, ‘Sunshine’ summer dress, size 4.

2

Merchant:

Name, address, customer service phone number and email address; plus relevant links, including terms and conditions, warranty information and return policies.

Use Case:

Identify merchant & increase first call resolution

Example:

The purchase was made at ‘Petite Trends’ online store at www.pt.com.

3

Transaction and dispute history:

Cardholder activity including disputes files, refunds issued, account delinquency.

Use Case:

Understand cardholder purchase history; identify repeat fraud offenders

Example:

This purchase was made on 2/15/16, and it appears that it’s a customer of over 2 years.

4

Device name:

Device type and name and the details of the device used to make the purchase (smartphone, tablet, laptop, etc.).

Use Case:

Connect the cardholder to the device

Example:

The purchase was made on a mobile device named ‘Jane’s Xphone’.

5

Unique cardholder information:

Name, username, IP address, location, phone number, and email address included in the merchant’s customer profile.

Use Case:

Match unique cardholder information with information in bank’s system

Example:

The purchase was made using the email account Jane123@gmail.com, which matches the records in our system.

Pricing Information

Are You Ready to Improve Your Sales and Eliminate Chargebacks?

Get a free assessment today or request a product sheet to learn more.

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Resources

Take advantage of the following informational resources that explain how Order Insight can dramatically reduce your chargeback volume and decrease operational expenses.

Product Sheet Deflect disputes quickly

White Paper How are credit card chargebacks impacting your bottom line?

White Paper Are you missing out on millions of dollars?

White Paper 7 Mistakes merchants make when fighting chargebacks

Understanding the Broken Chargeback Process

86 percent of cardholders bypass the merchant and contact the issuer directly. In addition, most disputes are intentional “buyer-liar” fraud — which accounts for 25-40 percent of an online merchant’s total chargeback volume. Unfortunately, the issuer doesn’t have the critical transaction detail needed to substantiate the legitimacy of the sale on the first call, and cannot determine:

  • True fraud or friendly fraud
  • Defective service
  • A simple case of descriptor confusion
  • Buyer’s remorse
  • A legitimate refund issue

The issuer is left with few options; since they can’t legitimize the transaction, they are forced to either start the dispute process or flag the transaction as fraud. This kicks off an expensive and convoluted process that costs merchants up to $11.8B annually in:

  • Fees, penalties, and lost profits
  • Increased operational costs
  • Lost customers
  • Potential loss of processing rights
  • Increased fraud and chargebacks

There are other hidden costs that are not so easy to represent on the balance sheet, including:

  • Increased disputes
  • Risk of losing processing privileges
  • Stalled cash flow
  • Excessive representment costs
  • Zero opportunities to resolve the dispute quickly with a refund or a replacement
  • More friendly fraud
  • Double refunding
  • Lost merchandise or digital services
  • Brand damage

Order Insight fixes this broken process.

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