Chargebacks are an unfortunate part of doing business today. They have emerged as one of the primary causes of financial loss for merchants. Merchants are always at risk of chargebacks, but with a little education and preparation, you can keep them in check. Chargeback prevention is important not only because it will reduce your losses but it will also improve your customer relationships. This guide covers what causes chargebacks, how to protect against chargebacks, and the steps to take if they happen.
Why Is Chargeback Prevention Important?
There are multiple reasons why merchants should be concerned about chargebacks. First and foremost, chargebacks are the main cause of buyer abandonment, long-term negative feedback, and loss of customer trust.
Chargeback losses associated with fraud can total up to 10% of your customer base, while friendly fraud can cost up to 15% of a merchant’s revenue. It’s important to note that chargebacks also affect your brand reputation. Even if you’re not losing sales directly due to a chargeback, lost revenue due to a poor reputation still damages your business long-term. That is why it’s very important to prevent chargebacks to grow your business.
Causes Of Chargebacks
There are three main reasons why chargebacks happen, and they can be categorized as either merchant error, criminal fraud, or friendly fraud. The most common chargeback reason is friendly fraud. This occurs when the customer buys goods or services online, uses it, and then claims a chargeback from the merchant, telling him they don’t receive purchases. It looks like a customer wants to use a product or a service without paying for it.
Chargeback Prevention Strategies
The best way to prevent chargebacks is to provide excellent customer service. While blocking the fraudsters and the friendly fraudsters are important, it’s just as, if not more important, to make sure you don’t lose the customers that actually want to pay you.
Improve Customer Service
One of the most effective ways to prevent chargebacks is through excellent customer service. This means communicating with your customers on a regular basis and resolving their issues quickly. You can also try offering better communication channels for support requests, such as phone support or live chat. It is also important to be proactive in order to prevent chargebacks from happening in the first place by improving customer service and dealing with customers’ issues before they resort to chargebacks.
Use Available Chargeback Prevention Tools
Use a flexible merchant chargeback protection platform to grow your business with ease, prevent chargebacks, or resolve them like a pro. Doing so will help you avoid the different types of chargeback fraud, from friendly to criminal.
Better Order Communication
Notifying buyers about the status of their orders is essential in preventing chargebacks. Sending shipping confirmation emails and tracking numbers is one good way to do this, but it can also be done through thank you emails or automated delivery confirmations. You should also make sure that your order communication is clear and concise so customers can easily understand what’s going on with their order during every step of the transaction from beginning to end.
Eliminate Merchant Errors
Eliminating all errors from your system is another way to prevent chargebacks. There are two types of errors: order errors and customer service errors. Order errors include common mistakes such as missing or duplicated items, incorrect shipping information, and incorrect addresses, while customer service errors include the customer not receiving their items or being dissatisfied with the service provided. All these should be avoided at all costs if you want to protect your business from chargebacks.
It’s important to make sure all the material related to your business is authentic so shoppers can trust you. This means having a smooth checkout, accurate prices, and clear product information. All this will build up your brand’s credibility and increase the likelihood of returning customers.
Another way to prevent chargebacks is by managing your subscriptions effectively. If a customer has signed up for a subscription but made a mistake, they might dispute the transaction if they haven’t received their order on time or if they didn’t realize that it was an automatic subscription.
The Bottom Line
There are several ways to prevent chargebacks, but the most important thing is to keep your customers happy. As long as you provide excellent customer service and get orders done quickly, you will always win back customers who may have been refunded by a fraudster. Even if you never resolve a chargeback, you’ll still be able to prevent future ones from happening.