September 11th, 2020 by Admin
The chargeback process was introduced more than four decades ago as a consumer-protection mechanism. It was meant to inspire consumer confidence in payment cards, which were still a novel concept at the time. Fast-forward to today, though, and these forced payment reversals have evolved into a significant problem for online merchants.
Chargeback abuse—commonly known as friendly fraud—is a major source of loss. In fact, chargeback issuances resulting from friendly fraud were expected to reach $50 billion annually in 2020, according to Mercator Advisory Group.
Even then, this figure is a low estimate. It doesn’t account for current trends in a post-Covid environment, where we’ve seen a dramatic increase in friendly fraud. These attacks were already up by the end of March, and there’s no sign that they’re going to slow down.
Covid-19 might look like the source of the problem on a superficial level. If we dig deeper, though, we see four underlying factors behind the preexisting upward trend in chargeback filings:
- More fraudsters view the CNP environment as the “channel of least resistance;”
- Inconsistency in technologies and regulations across different markets;
- The rise of mobile banking;
- The response by card networks like Visa and Mastercard.
These four factors carry diverse ramifications for the market. For instance, roughly $118 billion in e-commerce transactions are declined each year, according to Javelin Strategy & Research. Most of these rejected purchases are false positives, meaning the merchant unnecessarily rejected the purchase in hopes of avoiding a chargeback.
Clearly, there’s a growing disconnect between merchants, financial institutions, and card networks regarding how best to address this situation. We can see this reflected in the fact that the rate of chargeback issuances in North America is expected to significantly outpace those in the European market. This is attributed to factors like strong customer authentication protocols required by the Revised Payment Services Directive (PSD2), and more widespread use of 3-D Secure technology.
The pressure is on for industry players to find more comprehensive solutions for chargebacks. These solutions must be data-driven and adaptable, though. Otherwise, the growing disconnect between cardholders, merchants, financial institutions, and card networks will exacerbate existing problems in the market, leading to further losses.
The good news is that, in the meantime, there are strategies merchants can employ to address these concerns. For instance, even though friendly fraud operates by concealing itself behind false chargeback reason codes, it’s still helpful to have a clear understanding of what each reason code means in context.
Merchants can’t avoid friendly fraud in the same way they can detect criminal attacks or eliminate merchant errors. However, they can minimize friendly fraud risk by adopting key best practices, including:
- Notifying customers to remind them about recurring payments;
- Keeping organized and well-documented transaction records;
- Using delivery confirmation when shipping physical goods;
- Providing easy access to round-the-clock, live customer service;
- Providing a quick response to any refund or cancellation requests.
Also, if a merchant identifies a chargeback as friendly fraud, it’s important to engage that dispute through the representment process. This is a complex, time-consuming process, which is why many merchants opt to outsource their chargeback management. It’s still possible to conduct the process with in-house management. However, it will require strong evidence to support the merchant’s case, such as:
- A legible sales receipt
- A tracking number
- Any emails or transcripts of communications you’ve had with the customer
- Delivery confirmation information
- A record of in-store pickup
- Photographic evidence (when available)
This evidence needs to be contextualized with a chargeback rebuttal letter, explaining why the original transaction was valid. Also, merchants are on a tight schedule. In most cases, they have only a few days to provide a response to their acquirer.
Chargeback management can be a difficult and confusing process. But, with the problem of chargeback abuse only set to grow over time, it’s something merchants can’t afford to take for granted.
—Monica Eaton Cardone is the chief operating office and cofounder of Chargebacks911, Clearwater, Fla.
COMMENTARY: What Will the Future Hold for Chargebacks in Digital Payments?
Monica Eaton-Cardone September 11, 2020 Competitive Strategies, E-Commerce, Fraud & Security, Issuing/Originating, Mobile Commerce, Point-of-sale, Transaction Processing
Posted in Best Practices for Merchants, Credit card Processing, Credit Card Security, e-commerce & m-commerce, Electronic Payments, Internet Payment Gateway, Uncategorized, Visa MasterCard American Express Tagged with: chargeback, chargebacks, ecommerce, ecommerce merchant, ecommerce merchants, ecommerce sites, electronic payment, electronic transactions, fraud protection, mobile payment security, strategies, transaction security
March 15th, 2017 by Elma Jane
Payment Options
Technology continues to evolve, offering multiple billing and payment methods increases satisfaction by improving customer experience.
Customers will continue to move toward digital life, like embracing different forms of online billing and ways to accept payments.
Creating convenient ways to accept payments and having more options can reduce the time it takes your business to get paid.
Accept debit and credit card payments online; to offer this feature you need to get a merchant account.
Options for accepting payments:
Electronic Check Service (ECS) – convert paper checks to electronic transactions, with NTC’s ECS. Converting paper checks to electronic transactions eliminates many of the risks and costs, adding money to your bottom line.
Mobile Payments – the opportunity to increase revenue through mobile payments is huge. Many consumers find that mobile bill pay makes shopping easier, more convenient and saves time. Converge Mobile Solution lets you accept card payments using smartphone or tablet. The app works with most Apple and Android mobile devices.
Online Payment Gateway – offering customers an online payment form enables them to pay you easily and allows you to accept payments by credit card, debit card or echeck.
Electronic Invoicing (NTC ePay) – send your customers an invoice by email and get paid in minutes. Electronic Invoicing gives your customer the ability to pay their bills and receive a receipt in seconds by email.
Learn more about accepting electronic payments with NTC or sign up with us.
No setup or cancellation fees, there’s no risk! call now 888-996-2273
Posted in Best Practices for Merchants Tagged with: credit card, customer, debit, echeck, ECS, Electronic invoicing, electronic transactions, merchant account, mobile, online, payment, payment gateway
March 31st, 2016 by Elma Jane
E-commerce – the process of using the Internet or computer networks in order to buy or sell information, services, or products.
Everyday people go on the Internet and make purchases for different products or services, just like they would in a store. The act of buying or selling over these networks allows for secure paperless transactions to happen electronically.
Electronic transactions have been around for quite some time involving business to business transactions over private networks in the form of EDI. Electronic Data Interchange (EDI), which was a transfer of electronic data from a computer to another computer and Electronic Funds Transfer (EFT), which was a transfer of money electronically from a computer to another in order to do business with each other.
Accepting online payments is very rewarding. If you’re new to e-commerce keep things simple check out our NTC e-Pay the NO SHOPPING CART E-Commerce Solution!
Posted in Best Practices for Merchants, e-commerce & m-commerce Tagged with: e-commerce, Electronic Data, electronic transactions, online payments, payments, transactions
June 5th, 2015 by Elma Jane
Traditionally, travel-related merchants have a difficult time obtaining merchant accounts. National Transaction Corporation (NTC) is a full service merchant account provider with extensive experience in the travel arena and related markets, servicing thousands of travel-related merchant accounts by specializing in non-cash electronic transactions. Our services include processing credit card transactions, gift card transactions, and e-commerce transactions, among others. We offer a full line of products including credit card terminals, cellular devices, supplies, and accessories for each model sold. We offer aggressive rates and pricing for mail/telephone order, retail/restaurant, wireless, and online transactions while specializing in the travel and high volume sectors of merchant processing, and we are proud to be the preferred merchant provider for ASTA.
NTC is dedicated to providing the highest caliber of service and solutions in the merchant processing industry. We actually answer the phone when you need assistance! NTC has a team of dedicated employees providing personalized service to each account holder and are available directly through their toll free number, never hidden behind a menu system. Our excellent service truly separates us from everyone else in the industry. The principals of NTC have extensive experience in the processing arena for over 25 years, with experience in all facets of operation, including credit cards, credit initiation, credit investigation, loss prevention, deployment, and customer and terminal support. We employ internal sales associates as well as independent sales agents who offer many opportunities through their referral reward services and Independent Sales Organization (ISO) programs.
NTC’s online gateway allows for processing transactions, reviewing account history, and interacting with various shopping cart and accounting applications such as QuickBooks, Peachtree, and many other titles. Reservation software such as Trams are compatible and integrate well with all National Transaction merchant accounts. Whether you are a travel agency or an independent agent, we offer many solutions that cater to the travel industry and will increase your revenue with quicker deposits into your bank account.
Travel environments are unique in that your transactions are usually keyed; there is almost always a delayed delivery period, and large ticket transactions are not uncommon since one card holder may be paying for multiple tickets. They also tend to be seasonal, with peak season months generating an unusual spike in their “average” monthly volume, and charge-back’s pose a potential threat by travelers who are unable to complete their trip. Combine even a few of these factors together and you have cause for a reserve, or even account termination. National Transaction Corp specializes in understanding what makes your transactions unique, as a travel agent, and how they affect your merchant account.
The importance of customer service is something that is over looked when merchants compare the overall cost of monthly fees with their merchant account. That is, until the moment they need assistance with their account. Whether searching for missing deposits, having problems processing transactions, issuing refunds, processing voids, or questioning their billing statement, a merchant should always remember you get what you pay for. If you wonder why they can offer you no monthly fee, they are offering you no LIVE customer support. Customer support for them will come via means of email. You will wait hours for answers, and even days for a simple confirmation or general email, let alone a resolution.
National Transaction Corporation has over 17 years of dedication and experience in providing quality solutions in the credit card processing arena. From internet e-commerce applications to food stamp processing, from small start up businesses to fortune 500 companies, NTC has a complete product selection to customize a solution to grow with your business. We at NTC pride ourselves on being a full service, member service provider. It is our mission to provide the same dedication and service in maintaining your business as you experience in us earning your business. NTC will provide service after the sale. It is that service that sets us apart! For more information, contact NTC for world class service and solutions.
Contact National Transaction Corporation today at 888-996-2273 to see how we can help you with your travel merchant account, or visit us online at www.nationaltransaction.com for more information.
by Elizabeth Cody (Travel Research Online)
Posted in Best Practices for Merchants, Credit card Processing, e-commerce & m-commerce, Gift & Loyalty Card Processing, Merchant Account Services News Articles, Merchant Cash Advance, Travel Agency Agents Tagged with: ASTA, bank account, billing statement, credit card terminals, credit card transactions, credit cards, customer service, deposits, e-commerce, e-commerce transactions, electronic transactions, gift card transactions, Independent Sales Organization, ISO, merchant account provider, merchant accounts, merchants, service provider, travel, travel agency, travel agent, travel industry
Businesses looking to make an impact on their bottom line should take a look at the way they process electronic transactions. Today consumers view their transactions as an experience gravitating toward convenience. Long lines at the cash register can often turn away customers, sending them to competitors who might have more convenient ways to pay and therefore shorten time spent to complete the purchase. Impulse buyers are another reason to make sure that transactions go as smooth as possible increases the chance of future purchases. Read more of this article »
Posted in Electronic Payments Tagged with: account, application, electronic payments, electronic transactions, fees, merchant, process, process transactions, Processing, Rates
