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2MuchMark · 08-03-2012, 08:40 AM

How to Reduce your Chargebacks
=========================

I have seen alot of people complaining about chargebacks recently, but seem to be doing very little to prevent it. Please take a few moments and read how method for managing chargebacks.

When a customer makes a purchase on your site, there is all kinds of information available about the purchase such as

- Amount of Purchase
- Username
- Real Name
- Address and Telephone Number
- Email Address
- IP Address
- # of visits to your website
- # Of purchases on your website.

With a little bit of programming, excel finesse, or with the proper stats program, you can view all of this information on your screen at the same time, and highlight similarities between purchases. This can let certain things about the purchases on your website stand out. For example:

Q: How many times has this customer been here before?
If this customer has been to your website only once before and has made a large purchase, this could be an indication of fraud.

Q: Is this is first purchase? Is this a high purchase?
If yes to both of the above, this too could be an indication of fraud.

Q: Are there 2 or more purchases by the same user, but with different real names?
If yes, it could be fraud... in fact its probably fraud.

Q: Are there 2 or more purchases by different users but with the same IP Address? Or Email Address?
If yes, this could be fraud too.

Too many site owners fail to look for patterns in the the purchase habits of their customers. When a customer comes around who appears to be spending alot or spending often, a webmaster may be simply too happy to and push the thought of a possible chargeback out of their mind. This is kind of wrong thinking will cost you money later, and possible cost you the loss of your billing account.

When you see a transaction that looks like it is potentially fraudulent, CALL YOUR CUSTOMER BY PHONE. CCBill and Epoch have the option to prompt the customer to enter his credit card number. (Segpay can also do this for you but I think it is a special request, not sure).

When you call your customer, it is important that you give him benefit of the doubt. You don't want to accuse of anything. Instead, (pretend to) be on his side. "Hello Sir, my name is Mr. Smith, and I manage billing services for Blah Blah. I am calling you to confirm that you made a purchase at 3pm today for $20.00 on your Mastercard. Can you confirm you have done this?"

If he confirms his purchase, you know he is a good and that the purchase is not fraud.

Remember to approach this from a Customer Service point of view. The person you are talking to is the actual credit card holder. If his card has been stolen, he doesn't care about your website or business, he cares about his card. So when you call him and alert him to the problem, you are actually helping him out by reporting the theft to him. Encourage him to call Mastercard and Visa to cancel his card.

If you determine that this customer did not make the purchase, then you know his credit card has been used by an unauthorized user. What you need to do next is to login to your CCBill / Epoch / Segpay account and VOID THE TRANSACTION. When you void the transaction you prevent it from hitting Visa. Yes you lose the sale but more importantly you save the true cost of the chargeback. Your account will remain strong. Most billers like CCBill allow you 24 hours after the transaction to do this. This amazing policy can save your business.

08-03-2012, 08:40 AM
2MuchMark Videochat Solutions Industry Role: Join Date: Aug 2004 Location: Canada Posts: 48,996	How to Reduce your Chargebacks How to Reduce your Chargebacks ========================= I have seen alot of people complaining about chargebacks recently, but seem to be doing very little to prevent it. Please take a few moments and read how method for managing chargebacks. When a customer makes a purchase on your site, there is all kinds of information available about the purchase such as - Amount of Purchase - Username - Real Name - Address and Telephone Number - Email Address - IP Address - # of visits to your website - # Of purchases on your website. With a little bit of programming, excel finesse, or with the proper stats program, you can view all of this information on your screen at the same time, and highlight similarities between purchases. This can let certain things about the purchases on your website stand out. For example: Q: How many times has this customer been here before? If this customer has been to your website only once before and has made a large purchase, this could be an indication of fraud. Q: Is this is first purchase? Is this a high purchase? If yes to both of the above, this too could be an indication of fraud. Q: Are there 2 or more purchases by the same user, but with different real names? If yes, it could be fraud... in fact its probably fraud. Q: Are there 2 or more purchases by different users but with the same IP Address? Or Email Address? If yes, this could be fraud too. Too many site owners fail to look for patterns in the the purchase habits of their customers. When a customer comes around who appears to be spending alot or spending often, a webmaster may be simply too happy to and push the thought of a possible chargeback out of their mind. This is kind of wrong thinking will cost you money later, and possible cost you the loss of your billing account. When you see a transaction that looks like it is potentially fraudulent, CALL YOUR CUSTOMER BY PHONE. CCBill and Epoch have the option to prompt the customer to enter his credit card number. (Segpay can also do this for you but I think it is a special request, not sure). When you call your customer, it is important that you give him benefit of the doubt. You don't want to accuse of anything. Instead, (pretend to) be on his side. "Hello Sir, my name is Mr. Smith, and I manage billing services for Blah Blah. I am calling you to confirm that you made a purchase at 3pm today for $20.00 on your Mastercard. Can you confirm you have done this?" If he confirms his purchase, you know he is a good and that the purchase is not fraud. Remember to approach this from a Customer Service point of view. The person you are talking to is the actual credit card holder. If his card has been stolen, he doesn't care about your website or business, he cares about his card. So when you call him and alert him to the problem, you are actually helping him out by reporting the theft to him. Encourage him to call Mastercard and Visa to cancel his card. If you determine that this customer did not make the purchase, then you know his credit card has been used by an unauthorized user. What you need to do next is to login to your CCBill / Epoch / Segpay account and VOID THE TRANSACTION. When you void the transaction you prevent it from hitting Visa. Yes you lose the sale but more importantly you save the true cost of the chargeback. Your account will remain strong. Most billers like CCBill allow you 24 hours after the transaction to do this. This amazing policy can save your business. __________________ Custom Coding \| Videochat Solutions \| Age Verification \| IT Help & Support www.2Much.net