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10 Top Tips to Manage Chargebacks in the Run-Up to the Holidays

Chargebacks911® COO Monica Eaton-Cardone’s New Feature for the IMRG Blog

COVID-19 will obviously have a major impact on customers’ shopping patterns this holiday season. More customers will do most—or all—of their shopping online, which will result in a surge of chargeback activity. In response, Chargebacks911® COO Monica Eaton-Cardone offered 10 simple tips for merchants in a new guest feature for the IMRG blog.

IMRG is the UK’s leading online retail association. They offer resources for online retailers and help members to understand and improve their online retail performance through a program of performance benchmarking, data analysis, insight, best practice sharing, and events. IMRG’s membership community is comprised of businesses of all sizes, as well as a wide range of solution providers to the industry.

While a surge in eCommerce activity is good news for online retailers, Monica says you can’t let the surface observation fool you. “It masks the issues that retailers have been facing with orders, deliveries, spikes in web traffic, new technology integrations, UX, and more. And these issues have led to a sharp rise in genuine chargebacks,” Monica says.

“At the same time, friendly fraud has become increasingly easier to commit, since consumers are shrouded by anonymity when shopping online, and contactless deliveries mean they don’t have to confirm that a package has arrived safely at the point of exchange.”

In the post, Monica suggests a variety of methods for addressing this challenge. Complimentary fraud tools, fraud scoring, and service response times are all critical processes.