How do you reduce chargebacks?

[BBergin]

thanks for making me increase my Prozac dose

 

[robfantasy]

If you're selling something shady you cant really reduce chargebacks. It's a part of business. I hope you have a solid bank you're working with that allows for high chargebacks. I'm sure they hit you with a rolling reserve as well to cover these. How high are they?

Never be afraid of chargebacks if you have the foundation set up. They can come in like crazy into your office, remain calm, and defend each of them the same way. Same day - don't let the CB notifications sit in your office while you moan about responding to them. Hire a girl whose sole job is to defend them. It's all boilerplate. Show your website's FINE PRINT explaining how theyre rebilled (feel free to print using a larger font) and highlight it, make it look like you took great care to put together this package for the bank. Most of them should go away unless you're being really really shady and someone from the bank checks out your website a second time and catches you doing something just plain wrong.

best advice

 

[Partyhat]

deal lord ...

 

[lukem]

You should have a refund process in place so refund requests don't become de facto chargebacks. That would reduce your chargebacks and protect your merchant account.

Really good advice...

And be sure to tell people what charges on their cc statement will look like. Reduces the likelihood of surprises.

 

[guerilla]

Just thought of another thing. There is a girl or two handling CS.

Who is tracking their performance? What is their response time? Are their responses audited to make sure they conform to policy? Are customers being solicited for a rank or feedback on CS rendered?

If someone emails for a refund, and doesn't get a response for 12 hours, then they will chargeback more often than not. That is why refund policies and processes should be spelled out up front. And if you take orders over the weekend, then you better be providing CS during the weekend as well. No one is going to wait two days on a refund response or in some cases, even for support. They will chargeback sooner than later.

 

[thunderlips]

I have 3 upsells on the site in addition to the original offer. I just wish that everything wasn't so "pro-consumer" because there are some pretty fucking shady consumers out there

...and there's your charge backs. The more of those you take off, the less charge backs you will get.

step it up

 

[mr1018]

Have some good follow up email to your customers offering bonuses and support content. This will keep charge backs/refunds down.