Ecommerce transactions are not as secure as in-person transactions. But in a world where not offering ecommerce options to customers is simply not acceptable, merchants have to be as careful as possible when accepting online payments. One common method of ecommerce fraud prevention that merchants can use is to require the card security code at checkout. The requirement for a security code at an ecommerce checkout is a normal practice for ecommerce merchants. There is a … Read More
We reached out to Nasir N. Pasha (Esq.), the managing attorney of Pasha Law PC to get some expert legal advice on how to take legal action against a fraudster. In this guest Q&A, Mr. Pasha explains what legal matters merchants can take if fraud either gets out of control or if it becomes something too big for the card networks to handle. Read more about when fraudsters take things too far. If there is a … Read More
Creating dispute response documents and understanding disputes are vital parts of the dispute analyst job. Here are all the key pieces of information merchants and analysts need to respond and analyze disputes. ***Author’s note: For a more thorough explanation on actionable documentation, please read How to Create a Chargeback Response [The Right Way]. This post explains all of the elements involved in drafting a response, and provides an example of how to draft a response for … Read More
Dispute analysts are a vital part of managing disputes. Making sure you find and train the right people for the job is just as vital. This post will go over what you should put in your job description and the role your dispute analyst should play in your company. Losing a customer disputes means that your company will lose hard earned revenue. The only way to reverse a dispute is to create a response with the … Read More
If you are an avid reader of Our Blog, you may realize that disputes don’t exactly follow a linear path. Indeed, there are stages in the dispute lifecycle that make it seem it’s a straightforward process. But there is a lot of iteration within those stages, and not every dispute may be processed through every stage. In short, it can get overwhelming quickly if you are not familiar with all the stages in the dispute lifecycle.
Fraud disputes are not always as they appear to be. We explored that in our latest Ebook, The Three Faces of Fraud. And yet, some merchants instinctively assume that a fraud dispute results in guaranteed revenue loss. We’re going to explain how that is not the case, and why merchants should always (I repeated, always) respond to fraud disputes. The most ineffective response is no response at all. Without a chargeback response, the issuing bank only … Read More
As the world continues to make things easier and more efficient for customers, it comes with trade offs. One example of this is exchanging security for convenience during the checkout process. Merchants that have too many verification steps in their checkout process could turn away customers. On the other hand, having for too little verification information means the merchant may accept fraudulent cards or not have enough compelling evidence to make a winning chargeback response.
Effective communication is key in any good relationship. In friendships, marriages, partnerships, coworkers, and even in the relationship between a merchant and the bank’s dispute analyst. Now, the last relationship may not seem like the others I listed. But effective communication is an absolute necessity when describing compelling evidence and transaction information in a chargeback response. In short, the way you create the response, and how you communicate the evidence, is very important. We will take … Read More
There are numerous tools that get the job done, but there are only a few tools that get it done right. For example, the claw-end of a hammer may help someone cut wood. But it will be less time-consuming (and far more efficient) if that wood was cut by a saw. The same principle applies to dispute management. Sure, there are different tools to store dispute data, transaction history and gateway authorization. But which tools are … Read More
Setting up dispute management in-house may sound like a daunting task. Especially for companies that currently outsource disputes or do not have a formal method of handling disputes. But there is no need to feel intimidated by this task because you have one of the greatest assets in fighting and managing disputes. And that asset is your employees. In this post, I will walk you through how companies’ employees can bring unprecedented value to dispute management that … Read More