Forum Moderators: buckworks
I am taking all possible steps to reduce chargeback ratio
Address Verification
CVV check
Verify phone number and IP address etc..
However, our chargeback ratio is little over 1% (I know it is very high).
I beleive there are many merchant sells information (downloadable, membership, service) online.
Once the merchant receive chargebacks, what kind of supporting document do you provide?
My understanding is that unless merchant provide phisical signature, VISA and Master will not likely to reverse chargebacks.
Since I can't get phisical signature from the customer, we lose almost every chargebacks.
This is open thread for anyone who face chargeback problem.
I would like to share any information about how to reduce chargebacks.
I can only comment on the first part of your dilemma. The single most effective measure you can implement to combat chargebacks is good customer service.
The range of activities within customer service that can help reduce the problem is wide and depends on your niche.
Together with excellent customer service, providing the real deal is of the utmost importance. Anything that can create higher expectations before the sale is likely to disappoint the customer at a later stage, (creating a chargeback, not a refund) thus being honest in your offer is extremely important. Take into account that refunds can also be accounted as CB for Mastercard (at a certain level).
Finally, working on raising the bar content-wise always leads to satisfied customers.
Even fraud chargebacks (as the ones you want to stop) can be deterred from charging back if your content is top of the line.
