My journey into chargebacks began when I started working in the corporate office of a retail business in Las Vegas. As in most small to medium sized offices, we wore many hats. One day I was asked to help the accounting department with the disputes and handed a pile of papers. I couldn’t make heads or tails of it and my head was spinning. I had so many questions that were answered with “I guess, maybe and I’m not sure” responses. I called merchant services, talked to other retailers and searched the internet for help. I started to see how much money was being lost to chargebacks. It was nauseating that a system set up to guard against fraud was killing these businesses. “This isn’t ok!”
Being in charge of customer service I took very good notes and documented every customer conversation. Unfortunately, this dispute system has turned into a personal refund tool for some consumers. If they can’t get what they want from you, they dispute. I can’t tell you how many customers would tell me on a daily basis “I don’t care about your policy. The bank will refund my money and you’ll be out the money and the product!” Or “I’ve already stopped the credit card payment, so there.” Once upon a time the old phrase “the customer is always right” rang true. Now days they think every retailer should take ANY product back, no questions asked.
I ended up turning to the internet, like most people do where I was faced with even more frustration. Details of the entire banking system and it’s overly complicated verbiage gave me more of a headache. No one showed you exactly how to respond. Let alone how to win.
“Write a letter” What do I say?
“Send your supporting documents” Which ones?
“Then send it to the bank” Where?
Each business has it’s own, slightly different way to respond to a chargeback. Not to mention when you are responding to an average of 50 chargebacks a month for many different locations, there needs to be a system set up to keep track of it all.
Over the years, I’ve submitted thousands of chargebacks and quickly taken these businesses from losing 20 out of 50 chargebacks to wining 48 out of 50! Playing the odds is fine if you just want to win 60-40.
I’ve put together this guide to help the millions of small and medium sized business out there who may not know where to start, have a small office staff or simply don’t understand the process.
I’m here to save you many headaches and long research hours. I’ve condensed down all the need to know information and found the most effective way to win a chargeback reversal quickly into one simple guide! I’m here to help the local business person succeed!R
Thank You for your support!
