Managing Chargebacks Out Of Your Business

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Here at Transact365 we wanted to share the below graph of chargeback data throughout 2021 so far. As a growing PSP with an ever-increasing portfolio, our number one priority remains the same of building the volume whilst maintaining our strategy of significantly reducing fraud and chargebacks. Road testing our capabilities of mitigating risk, and as we head towards the latter stages of Q2 2021, we decided to run an analysis of how our merchant portfolio (in its totality) is performing and the results are quite astonishing. Month on month our chargeback ratio is falling as our volume is growing, reducing from 0.0225% down to 0.0054% at the end of April.

More significantly, and to our credit, none of the reason codes behind this tiny ratio point to fraud. Knowledge, historical experience, and excellent account management have led us to a position where we can now proudly announce that to date, 2021 has seen our gateway zero out fraud with our merchants. As acquirers now pay more attention to fraud than any other type of chargeback or customer complaint, we have now won plaudits with a number of our partners who see the sheer influx of low-risk traffic and want to work more closely with us.

So how have we achieved this great result? The most important way to deal with merchant risk is to understand it. Working off a base level of four areas of risk, we address fraud, friendly fraud, credit exposure and reputational risk and apply their own implications into each merchant that we work with. If we have a longer lag time between fulfilment and delivery, perhaps a furniture, travel or ticketing business, we open up a credit risk conversation to understand the sort of exposure an acquirer might face should disaster occur in the period between sale and execution. Conversely where there are industries that rely on instant delivery, for example financial services trades or remittances or digital goods, we are now in an environment where the cardholder can easily complete the transaction and then claim they have been defrauded (whether true or not!).

At Transact365, fraud and chargeback management therefore become more than an exercise in simply implementing fraud tools to prevent unwanted transactions. What we provide is a deeper level of support and knowledge where our sales and support teams understand the requirements of different industries whilst managing merchant expectations along the way. As an example, if you are in the fintech sector, as a money services business, our expertise lends itself to questioning the entire flow of the transaction pinpointing the areas that a fraudster might attack. So rather than just implementing traditional rules, we have developed technology to ensure that the customer information is auto populated and hard wired into the payment page at the point of transaction. This dramatically reduces any opportunists from masking their own identity and claiming fraudulent activity was conducted on their card.

Another useful tool within our platform is the review alert function. A combination of rule sets can trigger what we define as a review where the transaction will flag to the merchant who can, at that point, put it under further manual scrutiny and either void it or release as their own compliance or support teams run additional checks. It is the alert however, governed by overarching built in triggers, that brings any suspicious transactions directly into the merchant’s environment and ultimately again reduces the propensity for a chargeback.

Transact365 is more than a gateway. It is a methodology platform that has been designed to operate as a technical consultancy business, lending its teams’ years of experiences and knowledge whilst building on new and exciting technology that can zero out fraud. The proof is always in the data and as we continue to strive forward, growing our volumes beyond the multi millions and into the multi billions so we see our fraud levels vanishing as we maintain a chargeback ratio of under 0.006%.

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