We are now past the half-way mark of 2018 – a time of year you might think merchants can be less concerned with handling disputes and chargebacks than during the holidays and the weeks that follow when their dispute rates tend to spike. The reality is that merchants are impacted by transaction disputes and the […]
In more than 8 in 10 cases, when consumers contact the merchant first to dispute a charge, it is resolved before it becomes a chargeback. This finding from the recent Javelin Strategy & Research report, “The Chargeback Triangle,” should be encouraging to any merchant that deals with chargebacks. But compare with another finding from that […]
In 1974, the Fair Credit Billing Act was enacted to protect consumers from prejudicial or unfair billing practices. Over 40 years later, this act still has a profound impact on how merchants and issuers manage chargeback process. History reminds us that the Fair Credit Billing Act was created to provide credit card users with protection […]
The merchant-customer relationship appears simple in theory. Provide your best service and products, and invite them to come back for more. However, even the simplest of relationships can become complex and fraught with confusion, often materializing as friendly fraud, disputes, and chargebacks, resulting in loss of customers and future business. Add the issuer into the […]
The payments ecosystem has evolved significantly over recent years. The rise in m-commerce, in-app purchases, same-day delivery, and subscription options has created an impersonal and disconnected relationship between consumers and merchants. This has had a two-fold impact on disputed transactions: consumers often don’t know who to contact when they have transaction disputes or inquiries, and […]
The transaction dispute problem is not slowing down. In fact, industry experts predict that chargebacks and transaction disputes will get worse before they get better. This is exactly why issuers must be proactive to avoid the costs, resource drain, and the possible increase in customer attrition caused by unnecessary and fraudulent chargeback disputes. Due to […]
Chargebacks shouldn’t have to be part of the of the cost of doing business, but for many merchants this is their reality. The payments industry uptick in chargebacks and their associated costs have made it very challenging for merchants to stay true on their path of success. Because merchants absorb the majority of costs resulting […]
There’s no question that the chargeback process is complex and needs fixing. The impacts of chargebacks go beyond merchants and issuers, extending to customer service personnel and consumers. It takes a commitment by merchants and issuers to open the lines of communication and a willingness to become true partners to solve the industry’s $31 billion […]
A Javelin Strategy & Research study, underwritten by Verifi and published in May 2018, cites communication gaps as a leading cause of disputes and chargebacks. The 36-page report, titled The Chargeback Triangle, examines chargeback costs and impacts while demonstrating how to prevent chargebacks by resolving open issues. In 2017, chargeback volumes reached $31 billion, including […]
Chargebacks are a $31 billion problem that impact merchants, issuers, and customers. From the customer’s general perspective, it may appear that merchants and issuers wield all the power when it comes to managing disputes. However, reality tells merchants and issuers that the true power player in this dynamic is the customer. The customer is the […]