Affecting consumers and retailers, chargeback is an increasingly common event among e-commerces. The problem concerns unrecognized purchases, either on credit or debit cards, leading holders to seek online sales disputes with their banks.
Generally, chargeback is associated with cloned card fraud and data theft. That's why, after an analysis of the objection, the purchase price is refunded to the consumer. Due to the strong adoption of this payment method in recent years, virtual merchants and entrepreneurs are highly exposed to revenue chargeback.
Nonetheless, beyond the financial, chargeback can also bring restrictions on payment processing, impacting the functionality and security of the sales platform. Online retailers who are not prepared for this scenario end up suffering considerable losses. This involves not only business revenue, but, mainly the brand's reputation and its competitiveness in the market.
1 million attempts
A survey carried out by ClearSale in the first half of this year showed that Brazil suffered more than 1 million fraud attempts in e-commerce during the period. Between January 1st and 30 June, 68 millions of dispute requests were analyzed.
This same study also proves the devaluation of the average ticket in general. Fraud orders suffered a reduction of 3,5% on your ticket when compared to the same semester of 2023. In total numbers, the percentage represents the value of R$ 1.198,00.
Preventive measures against chargeback
Despite the high incidence, merchants can mitigate chargeback losses by adopting protective practices and measures. To get started, The use of an anti-fraud system is a fundamental and basic need for those who have e-commerce.
Another important strategy for the marketer is to have an accurate diagnosis of their target audience and their sales routine.. Through technologies and business analysis it is possible to identify transaction patterns, common errors and complaints. Intelligent management systems, like Business Intelligence (BI), contribute to this process.
Furthermore, humanized care and flexible reimbursement can be adopted. Through them, it is easier to meet demands and communicate clearly to the consumer about sales conditions and store policies..
Chargeback in case of regret
Chargeback can also arise through the regret of a virtual purchase, provided that the objection is made within seven days, in accordance with the provisions of the Consumer Protection Code.
It is worth highlighting that, despite being common, cases of fraud in disputed purchases are not always, in fact, of a criminal nature. Some transactions are carried out by family members using the relative's card, although, forget to communicate.
