Monica Eaton Offers Insight on Click-and-Collect Chargebacks
Chargebacks911® Co-Founder and COO Monica Eaton was asked to contribute to the most recent issue of The Retailer and share her expertise in the fields of chargebacks and payments.
The Retailer is the in-house quarterly magazine published by the British Retail Consortium (BRC). The digitally-distributed magazine provides thought-leading insights from BRC experts and associate members, delivering leading expertise in the field.
As Monica explains in the piece, the new omnichannel retail environment presents incredible new opportunities, along with significant risks. The “click and collect” model, for instance, is now causing serious headaches related to chargebacks.
“As is the case with click and collect, increasing automation in the order process, alongside fewer face-to-face interactions with cardholders, can cause errors, misunderstandings, and fraud,” Monica explains. “For scammers, this purchasing method can be a great way of ordering goods using a stolen credit card and picking up their new freebies in-store…”
Not all incidents are deliberately malicious, though. Between 60% and 80% of all disputes are cases of friendly fraud. That’s why it’s so important for merchants to engage in the dispute process when appropriate.
“Retailers can best dispute unfair chargeback through tactical representment. That is, using all the data available to you—not just from that specific customer, but all trends from your payment data—to make an informed and strategic case that will defend your sale.”
