Branded packages are normal for most businesses that sell ecommerce goods. By providing branded packaging, companies are expecting to elevate the “unboxing” experience and to ultimately delight and wow the customer. But what if your branded shipping is hurting your brand, customer experience, and bottom line? Usually, the last step of the ecommerce logistics journey is to deliver the product to the customer’s doorstep. Unfortunately, there are dishonest people in the world that will steal packages … Read More
2019 True Cost of Fraud Report
The LexisNexis yearly True Cost of Fraud report was just released. This report gives merchants insights into the most current fraud trends in the US. By taking a look at what channels and industries are facing specific fraud problems, merchants can take action heading into the 2020 year and solidify a fraud strategy. In this post, we will go over the key findings of the report we found most important for merchants. The True Cost of … Read More
The “Travel Bug” Fraudsters
When you receive a dispute, do you know why the dispute was filed or what circumstances lead to it? Or is the first image that comes to mind when you think of a credit card fraudster a figure behind a computer lurking in the shadows? If the latter is the case, it’s time to meet the other faces of fraud. Because “true fraud” (or fraud stemming from stolen credit cards) isn’t the only type of fraud … Read More
The “Babe I Didn’t Buy That” Fraudster
If the first image that comes to mind when you think of a credit card fraudster is a figure behind a computer lurking in the shadows, it’s time to meet the other faces of fraud. Because “true fraud” (or fraud stemming from stolen credit cards) isn’t the only type of fraud costing your company serious revenue. In this video, the husband is committing friendly fraud. Friendly fraud is when a cardholder mistakenly disputes a purchase because … Read More
Why Analysis of Dispute Data is so Important
When a merchant receives a dispute, the first step is to respond or accept the customer’s claim. While the response process is vital for merchants to recover revenue, simply responding to disputes isn’t enough. In this post, we’ll explain how analyzing disputes benefits merchants—and what merchants should be looking at in their analysis. A recent Javelin study of the long- and short- term effects of disputes found that the “lack of transparency in the chargeback process … Read More
Which Disputes can Merchants Win?
When a merchant receives a dispute, there are two options. They can respond to the dispute with compelling evidence to try and get their funds returned. Alternatively, they can accept the dispute, which tells the card network and issuing bank that they will not be fighting the customer’s claims. For merchants responding to a dispute, creating the response can be a tedious and time-consuming task. So merchants may be asking, “Should I respond to this dispute? … Read More
Repeat Chargeback Offenders: What Should Merchants Do?
The dispute process was initially put into place to protect cardholders from fraudsters and dishonest merchants. Unfortunately, some cardholders try to take advantage of the chargeback process for monetary gain. If merchants and issuers do not track and block the repeat offenders of chargeback fraud, merchants will suffer losses from fraud and increased dispute rates. Chargeback fraud is the intentional misuse of the dispute process in an attempt to regain the transaction amount, while still retaining … Read More
Organized Human-Driven Fraud Attacks
There are three types of payment fraud: true fraud, friendly fraud, and chargeback fraud. While it is equally important for merchants to take action to prevent and respond to all payment fraud, merchants need to address true fraud before it happens. Unlike chargeback and friendly fraud, fraud losses that come from true fraud can not be recovered. Therefore, merchants must put preventative measures in place to stop true fraud. To make the most effective fraud filters, … Read More
What is PSD2?
PSD2 is the second iteration of the Payment Services Directive. PSD2 was created by the European Union to regulate payment services through a single integrated market. Overall, PSD2 establishes a framework for banks and non-banks to exchange payment information making a secure environment. While some of the PSD2 changes started in January of 2018, the final phase of the directive when into place September 14, 2019. In this post, we will go through the details of … Read More
Is Friction at Checkout Actually a Bad Thing?
From Amazon’s one-click checkout to an increase in the availability of subscription goods, merchants are going above and beyond to create a frictionless checkout process. But what if some friction isn’t a bad thing? What if there is actually a healthy amount of friction at checkout? Take a look at the pros and cons of friction at checkout and how the customer mindset is changing. Friction during checkout is when obstacles slow or prevent a customer … Read More