CHARGEBACKS
BY MONICA EATON, CHARGEBACKS911
ILLUSTRATION PROVIDED BY ADOBE IMAGES
CHARGING BACK AT CHARGEBACKS
Chargebacks, where merchants must electronically return funds to customers for successfully disputed transactions, are an inevitable part of business.
In many cases, chargebacks arise from customers being dissatisfied with products or services, but they can also stem from avoidable misunderstandings, such as unclear billing descriptors, delayed shipments, or refund confusion.
But far too often chargebacks occur as a result of criminal acts. And unfortunately, as I will explain, contact centers are one of the places where these occur.
Many eCommerce merchants will readily admit that invalid chargeback claims— commonly referred to as“ friendly fraud”— are a growing problem for their businesses. One which costs them merchandise, administrative costs, fees and penalties, and higher expenses, like for customer service / contact centers.
32 CONTACT CENTER PIPELINE
HOW CUSTOMER RESPONSE CAN HELP.
... TOO OFTEN CHARGEBACKS OCCUR AS A RESULT OF CRIMINAL ACTS.