Description:
A US based client having a customer base of above 40000, retailing in comprehensive range of security software solutions through a number of websites. A wide range of marketing channels generate traffic on these domains. These sites, on a daily basis experience about 300-500 purchases from customers worldwide. Payments for these software solutions are made through credit cards or eChecks. Gradual increase in sales is directly proportional to activities in the Help Desk.
Challenge:
Number of sales and transactions result in numerous issues relating to refunds and chargeback. The reasons related to these issues are product compatibility, fraudulent purchases and communication gaps. The need for a special team to tackle such chargeback issues arose.
Solution / Process:
Decatrend understands the significance of chargeback handling. Thus, experts in chargeback handling were assigned the task and they proved successful by keeping the number of chargebacks strictly under control. The chargeback team's expertise has enabled them to give constant suggestions on the design of the products, sites and other business segments. This has brought about commendable results.
A comprehensive study on various types of issues was recognized. This involved fraudulent transactions like usage of unauthorized credit cards and unrecognized charges based on the credit card statement. Purchase issues included customer denying the download purchase or claim of high price. Product Issues included denying download of the product and refusing the purchase while receiving the credit card statement. Sales issues included double charges. Each chargeback issue is handled through a well chalked out process.
Initially the chargeback process includes receipt of faxes from concerned merchant banks. This process involves steps like:
- Preparation of documents for chargeback orders like Charge Details, Order/Purchase Details, Document including screenshots and Copies of previous communication mails.
- Communications with the banks include efaxing chargeback documents to relevant banks.
- Preparing Chargeback Investigation Reports (CIR) includes:
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- Extracting details of order through Order/Transaction details, Merchant Account details, Address/IP Verification and CVV Number.
- Investigation of prior communication.
- Temporary and permanent solutions/recommendations to quality assurance.
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- Communicating with customer through Email/Voice call, seeking reasons for chargeback instead of a refund and collecting details for refunds on Product quality.
This process is continued by chargeback members who recommend and collaborate with Product Quality Assurance team for preventing such chargeback in future. |
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