Foundational steps for building a customized fraud strategy

A good Risk Management process can defend thousands of merchants and isolate fraud across millions of users. How do you get there? What questions should you ask? What data do you need? What processes can be built and how do you decide the correct path or tools to use? These are huge questions that are … Continue reading Foundational steps for building a customized fraud strategy

How good Customer Support helps with chargebacks

Customer Support can be directly correlated to your chargeback rate. This is easily trackable and can be optimized. Bad customer experience motivates people to find help elsewhere. If customers feel they aren’t heard and aren’t really helped, they are more likely to go to their bank for a refund regardless of the store policy or … Continue reading How good Customer Support helps with chargebacks

Collecting the right data to support your chargeback response team

To build a strong chargeback response process, you need to be collecting the right data. Sadly, some companies I’ve consulted with did not collect the correct data to set themselves up for success in their chargeback response process. As described in the chargeback response article, you must build a skeleton that speaks to why an order was … Continue reading Collecting the right data to support your chargeback response team

Building a manual order review process with a focus on keeping an Order Decline Rate under 2%

In this quick How To, I’ll break down the crucial high-level steps required to build a manual review team that maintains a low decline rate yet achieves a low chargeback rate. Isolate a clear breakdown of the type of fraud you see No two companies are the same, no two fraud strategies can be the same … Continue reading Building a manual order review process with a focus on keeping an Order Decline Rate under 2%