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Customer Disputes – A review of Chargebacks and Double Credits – An Payments Association Whitepaper

This primary research draws on the support of industry stakeholders including the Project Financial Crime team, broader Payments Association membership, merchants, and service providers, along with valuable contributions from other trade associations.

Customer disputes and chargebacks are very important topics, but rarely receive the focus and coverage they deserve. Indeed, protections associated with card payments were scarcely fully understood outside of a small group of specialists – that is until the COVID-19 pandemic forced holidays, flights, hotels, concerts, theatres, and entertainment events to be cancelled in 2020.

This research seeks to identify best practices and make recommendations with a view to improving efficiencies in managing and mitigating future chargebacks. A particular area of focus in this research was to investigate instances of “double credits”- why they happen, and whether they are cases of deliberate financial fraud.

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The Payments Association exist to help drive the industry forward. As such the Payments Association may contact you about any future content or events that we think you may have a legitimate interest in. We will store your information securely and will never share your details with third parties other than the relevant resource(s) sponsor(s)/curator(s). You may opt out at any time. By clicking register you are agreeing to the terms of our Privacy Policy.

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Download Customer Disputes – A review of Chargebacks and Double Credits – An Payments Association Whitepaper

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Don't have an account?

Are you part of the Payments Association community?

Log in using your Community Member e-mail address and password:

Not yet set up your login for the Payments Association Community Platform? Set it up now

Set up a free account for instant access to our content

You don’t need to be an Payments Association member to view the majority of our content. Simply enter your details below once to set up your login details and get access to our library of whitepapers, podcasts, consultation papers, webinars and more.

First Name*
Last Name*
Company Name*
Job Title*
Username*
Business Email Address*
Password*
Confirm Password*
Agreement*
The Payments Association exist to help drive the industry forward. As such the Payments Association may contact you about any future content or events that we think you may have a legitimate interest in. We will store your information securely and will never share your details with third parties other than the relevant resource(s) sponsor(s)/curator(s). You may opt out at any time. By clicking register you are agreeing to the terms of our Privacy Policy.

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Customer Disputes – A review of Chargebacks and Double Credits – An Payments Association Whitepaper

Summary:This whitepaper sheds light on the unprecedented and sudden rise in customers claiming double refunds or ‘double credits’ through chargebacks and alternative avenues, particularly from the travel, hospitality, and entertainment sectors due to the pandemic. The paper identifies best practices and makes a series of recommendations on how to improve the customer dispute process for all stakeholders in the payments value chain.