Friendly Fraud and Chargeback Fraud. What’s the Difference?

Sydney VaccaroChargeback BasicsLeave a Comment

Friendly Fraud and Chargeback Fraud. What's the Difference

When discussing disputes and chargebacks, the terms “friendly fraud” and “chargeback fraud” are often used synonymously. But it’s important to differentiate them, because customer relationships are at stake. Read on to understand the definitions of these two types of fraud, what merchants need to know, how they differentiate, and what merchants can do to fight and prevent each type. Friendly fraud involves no malicious intent from the cardholder when they dispute a charge. Simple forgetfulness or … Read More

Dispute Response Templates for Physical Goods

Sydney VaccaroPhysical GoodsLeave a Comment

Dispute Response Templates for Physical Goods

Even though disputing purchases is getting easier and easier for cardholders, the dispute process is still confusing and complicated for merchants. Knowing the specific card networks rules, what each reason code is asking for, and how transaction modifiers affect the compelling evidence can be a lot for merchants to research. To help physical good merchants, we’ve created templates specifically for responding to physical good disputes. In this post, we’ll show you some of the main pieces … Read More

Why Having Good Customer Service is Important to Prevent Disputes

Sydney VaccaroFraud PreventionLeave a Comment

Why Having Good Customer Service is Important to Prevent Disputes

A recent Forbes article goes through the disputes do’s and don’ts for cardholders. The also explains the perfect reason why customer service is so important for preventing disputes. In this post, we’ll look at some motives behind customer disputes and expand on how great customer service can protect merchants. The Forbes article goes through three reasons when it is deemed “okay” for a cardholder to dispute a charge: There are plenty of reasons why a cardholder … Read More

The Role of Blockchain in Fighting Chargeback and Ecommerce Fraud

Sydney VaccaroIndustry Trends1 Comment

The Role of Blockchain in Fighting Chargeback and Ecommerce Fraud

Pauline speaks Portuguese, English, Spanish and Italian and currently she works as a translator at translation service TheWordPoint. She travelled the world to immerse herself in the new cultures and learn languages. Today she is proud to be a voting member of the American Translators Association and an active participant of the Leadership Council of its Portuguese Language Division. You’ve more than likely heard of blockchain technology – especially with the popularity of Bitcoin which took … Read More

Types of Fraud in the Digital Goods World

Sydney VaccaroDigital GoodsLeave a Comment

Types of Fraud in the Digital Goods World

Digital good merchants face more challenges than others when it comes to disputes. This is simply because of the nature of digital goods. Digital goods are mostly bought in a card-not-present environment, they are delivered instantly, they are able to be stored and sold conveniently, and other factors that make digital goods a target for malicious fraud and non-malicious fraud alike. We will go over what types of fraud digital good merchants need to be aware … Read More

Dispute Best Practices for Recurring Physical Goods

Sydney VaccaroPhysical GoodsLeave a Comment

Dispute Best Practices for Recurring Physical Goods

The recurring billing model is great for merchants. There is a reason that so many companies have either adopted the model or built their entire business around it. Unfortunately, the same factors that make the model great also put it at risk for disputes. Because of the susceptibility to disputes, it is important for recurring merchants to be aware of cardholders motives and best practices for preventing disputes. We will go over some of the best … Read More

Usage Evidence Gathering Strategies

Sydney VaccaroChargeback ResponsesLeave a Comment

Usage Evidence Gathering Strategies

To make a winning dispute response merchants must provide evidence that disproves the cardholder’s claim. The evidence that merchants must provide is laid out by the card networks. To make the most compelling response documents it is recommended that merchants follow the card networks guidelines as close as possible. One piece of compelling evidence that the card networks ask merchants to provide in their responses is usage evidence. We will go over some strategies on how … Read More

Why You Should Respond to Every Dispute

Sydney VaccaroChargeback BasicsLeave a Comment

Why You Should Respond to Every Dispute

No matter the reason code, merchants should respond to every dispute. In this post, we will take a look at some telling social media posts and go over why merchants should respond to every dispute. Over the last couple of weeks, I have come across some posts on social media that merchants need to be aware of. These posts are meant to be funny and were shared on popular Instagram accounts that purely post funny content. … Read More

CNP Losses – A Digital Subscription Perspective

Sydney VaccaroDigital GoodsLeave a Comment

CNP Losses - A Digital Subscription Perspective

When it comes to disputes, digital subscription merchants are faced with more challenges than most. Merchants that sell subscription digital goods have three factors that increase the chance of receiving disputes. We will break down the three main reasons why digital subscription merchants are receiving disputes and what can be done to prevent them. Fraudsters are drawn to digital goods. True fraud is when a fraudster uses a stolen credit card number to make a purchase, … Read More

What is a Payment Reversal?

Sydney VaccaroIndustry TermsLeave a Comment

What is a Payment Reversal_

Payment reversals are part of running a business. It is important to understand what types of payment reversals happen, under what circumstances each takes place, and what the outcomes are for merchants. A payment reversal is when a customer receives back the funds from a transaction. This process can happen in a couple of ways; customer disputes, authorization reversal, and refunding payment. Each of these reversals takes place at different stages of the payment process and … Read More