Frequently Asked Questions

Who is Chargebacks911®?

Chargebacks911® is a dynamic risk management and chargeback remediation firm developed by merchants, for merchants. We dynamically help card-not-present merchants address both sides of the chargeback issue—prevention and representment.

We don’t just claim to be experts in chargeback reduction or responding to disputes: we’ve taken our experience as merchants and our expertise as industry leaders to create proprietary technologies and services that simply did not exist before … and have not been surpassed by any other source.

To see what ROI your company could expect, ask for our free custom report.

What does Chargebacks911® do?

Chargebacks911 is the original end-to-end chargeback management platform. We offer the first and only global solution that helps merchants fight chargeback fraud from both sides: prevention/risk mitigation and representment/revenue recovery.

We’re uniquely qualified in that our platform is based on both the viewpoint and practices of merchant and the viewpoint and practices of card issuers and acquirers. No one else can match our industry-leading win rate ... which is why no one else offers our performance-based ROI guarantee.

To learn more, request a free demo.

What solutions does Chargebacks911® offer?

Chargebacks911's solutions help merchants at every stage of the chargeback cycle. Using a combination of proprietary technology and expert human forensics, we track down the root cause of merchants’ chargebacks and prescribe customized solutions. This dual-layer management system provides solutions both before and after the chargeback issuance—including:

Is Chargebacks911® new to the industry?

Established in 2011, Chargebacks911® is no newcomer to the payments industry: our leadership consists of payment pioneers with over 145 years of combined expertise in the field. Our team developed the original comprehensive chargeback compliance solution that covers risk mitigation, remediation technology, and dispute management.

For more of the story, listen to this podcast interview with one of the company’s founders.

Which areas of chargeback management does Chargebacks911® handle?

At Chargebacks911®, we specialize in turnkey merchant solutions. Taking on responsibility for merchants’ total chargeback management allows us to fully address both sides of the chargeback issue: prevention and representment.

We also supply merchants with advisory tools like our Merchant Compliance Review--a thorough 106-point analysis designed to pinpoint any practices or oversights which might lead to chargebacks--and Affiliate Fraud Shield, designed to help maximize your affiliate marketing.

Whether you’re looking for assistance for certain aspects of your chargeback management efforts or need us to provide end-to-end support, we’re here to help. Simply sign up and leave the rest to us.

Who can benefit from using Chargebacks911®?

At Chargebacks911®, our specialty is helping card-not-present (CNP) merchants … and since most CNP merchants operate ecommerce stores, that’s our focus. Our exclusive technologies and services, however, can also benefit merchants who sell through other direct response media outlets such as radio, TV, telephone, and mail. To see how we could help your business, ask about a free custom report.

Why can’t I just handle my chargebacks in-house?

Proactively handling chargebacks is a complex, time-consuming process. Most merchants don’t have the resources to devote to full-time chargeback prevention and remediation, and respond randomly when they respond at all.

This method of chargeback management is frustrating and can actually harm your business. In the long run, merchants are much better off putting chargeback management in the hands of experts, for several reasons:

  • It’s a full-time job. Writing individual responses, learning the lingo, staying current on trends and regulations… effective chargeback management requires a lot of time and energy.
  • It’s a moving target. Each bank and card network has its own set of constantly evolving requirements. That means a different set of rules and terminology for each dispute.
  • It's hard to win. Very hard. Without industry connections and a thorough understanding of what does and doesn’t work, your odds of winning a case are minimal at best.
  • It never goes away. Most merchants never address the underlying issues of chargebacks, so the chargebacks just keep coming, demanding you work even harder to fight them.

Our goal is to relieve merchants of the chargeback burden in its entirety. To learn more, check out this article on the benefits of professional involvement versus an in-house strategy.

Does Chargebacks911® work globally?

Yes; with locations throughout North America, Europe, and Asia, Chargebacks911® provides services that are global in scope while remaining regional in application. Our technology is completely DCC-compatible and works across a card’s entire coverage area. Chargebacks911® currently manages transactions in 87 different currencies and delivers on-demand expertise to thousands of merchants around the world

Does Chargebacks911® service my industry?

Chargebacks911® offers scalable turnkey solutions that can be customized for any business of any size in any industry, including: eCommerce, Travel. Retail, Digital, Institutions and more.

With the flexibility to accommodate a variety of payment options, sales methods, and dynamic transaction types, Chargebacks911® delivers what you need, when you need it. Schedule a demo to learn more.

Will the Chargebacks911® platform integrate with my CRM?

We currently work with about 40 different platforms, so chances are we’re already integrated with your CRM. If by some chance you have a CRM we’re not currently set up for, however, your implementation will not be delayed. We’ll establish a temporary work-around while we engineer a full integration to increase efficiency—all at no additional cost to you. To see how it could work for your business, schedule a free demo.

How flexible is the program? Can I use my existing gateway processor?

We pride ourselves on our ability to customize our solution to work with any situation. All Chargebacks911® technology was engineered to be both system- and device-agnostic, so as to be compatible with current solutions while remaining adaptable to future needs.

Want more details? Sign up now for free!

Does Chargebacks911® offer detailed reporting?

Chargebacks911®’s pertinent reporting capabilities offer real-time feedback and the most accurate information with the greatest degree of transparency.

  • Win-loss verdict reporting
  • Custom KPIs keyed to your industry
  • Recon reports on reserve funds
  • Merchant account analysis
  • Daily threshold reports
  • ...and more

You'll also appreciate our exclusive MAC Reports, which deliver an unprecedented level of insight into your merchant processing fees.

Are chargebacks really that big of a deal?

Yes: experts predict that by the year 2020, card-not-present merchants will be losing over $7 billion annually to “friendly fraud.” According to the LexisNexis 2018 True Cost of Fraud study, each dollar of fraud actually costs the merchant $3.29. That means, a $100 chargeback results in $390 in losses when fees other costs are added in.

Chargeback monitoring programs can help, but it’s a very expensive strategy that yields minimal results. It’s much more cost-effective to prevent chargebacks before they become a major problem.

Contact Chargebacks911® today to learn more about our comprehensive chargeback remediation services.

How much does it cost to use Chargebacks911®?

The most expensive solution is the one that doesn't work: regardless of the price tag, you can’t afford to pay for a solution that doesn’t solve the problem. Chargebacks911® solutions are scalable and customized to your specific company. Currently, Chargebacks911® technologies are powering over $1,024,767,557 in revenue recovery. Our cost-effective pricing scale ensures the highest ROI—guaranteed.

Can you guarantee my ROI?

Absolutely. In fact, Chargebacks911® is the only service provider on the market today offering a performance-based ROI guarantee. Best of all, you’ll start seeing direct results from your Chargebacks911® solution almost immediately. Contact us today for a free demonstration.

Does Chargebacks911® manage chargebacks or prevent them?

Chargebacks911® addresses chargeback management from both perspectives—helping to prevent chargebacks and disputing illegitimate chargebacks that never should have been approved in the first place. Our unique solution includes a full spectrum of tools, including:

This dual-layer management concept replaces reactive efforts with a proactive strategy, leading to unparalleled win rates and significant ROI—guaranteed.

What is “friendly fraud”?

So-called “friendly fraud" (sometimes called chargeback fraud) is when a customer makes a purchase, receives the item or service, then disputes the charge and gets an unwarranted refund. While some consumers do this innocently (thinking there is no difference), the majority of friendly fraud is committed intentionally.

Friendly fraud is both rampant—according to the latest data, 86 percent of chargebacks are fraudulent—and a substantial drain on a merchant’s revenue: in addition to automatically reversing the charges, banks also hit merchants with a non-refundable fee. Worse, chargebacks don’t require the consumer to return the item in dispute—effectively allowing the consumer to steal from the merchant.

For more details and insider secrets that will reduce your risk of chargebacks, download our free guide.

Do fraud filters prevent friendly fraud?

No … but they’re not supposed to: fraud filters are designed to identify common signs of criminal fraud. Friendly fraud is able to slip by static filters because it imitates valid transactions. To combat this, Chargebacks911® offers exclusive multi-layered coverage that helps merchants:

  • Fine-tune fraud filters to better intercept criminal fraud
  • Pinpoint procedural issues that lead to chargebacks
  • Tackle friendly fraud directly via tactical representment
  • Identify campaign threats resulting from affiliate fraud

Schedule a demo to learn about our performance-based ROI guarantee, and to see how much you could be saving.

Does it matter where chargebacks come from?

Absolutely. Successful representment and prevention depends on targeting the source of the chargeback with the most appropriate strategy. And you won't find that in the reason codes.

All invalid chargebacks fall into one of three categories:

  • Merchant Error
  • Criminal Fraud
  • Chargeback (“Friendly”) Fraud

Through research and experience, Chargebacks911® has found the most effective management strategy is to identify and address chargebacks at their source—otherwise, merchants are reacting to the symptoms and not the real problem. To that end, we’ve created Intelligent Source Detection™, a combination of patent-pending technologies and expert personal analysis capable of determining the truth behind every chargeback. Intelligent Source Detection™ is the most powerful solution available to identify the real source of fraud.

Can chargebacks can be prevented?

Yes: a higher percentage of chargebacks are preventable. The traditional tactics for prevention, however, have been largely ineffective: only a multi-layered approach that addresses both prevention and representment will produce long-term results.

Each different chargeback source—merchant error, criminal fraud, or friendly fraud—calls for a unique prevention strategy. The key is to use the right tools and expertise at the right time to address the right problem. Chargebacks911® employs our exclusive Intelligent Source Detection™ technology to identify the true source of each chargeback, then implements the necessary solution from our range of innovative products.

Can merchant errors lead to chargebacks?

No one wants to think their system has holes, but when it comes to chargebacks, seemingly insignificant errors and procedural oversights can lead to substantial profit loss. Once a return policy is in place, it’s easy for merchants to overlook details that are almost guaranteed to cause chargebacks.

The good news is, identifying and correcting these types of errors is a fairly painless process. Chargebacks911® offers an exclusive 106-point Merchant Compliance Review to help merchants establish best practices, improve quality control, analyze policies, and address procedural oversights.

Do I need tighter controls in place to prevent criminal fraud?

While each situation is unique, most merchants have at least some fraud controls in place. Tightening those controls can sound like a good idea, but it isn’t always that simple

Traditional controls are implemented at the check-out stage. That usually means a longer and more arduous process for the consumer … and that can cause more problems than it corrects.

There’s also the problem of false positives: one study showed how merchants assumed—incorrectly—that most of their chargebacks were the result of criminal fraud. To correct the situation, fraud filter rules were tightened … but ultimately, this tactic backfired: merchants collectively lost $118 billion to false positives, while actual criminal fraud during the same period was merely $9 billion.

A delicate balance exists between fraud control and customer satisfaction. Chargebacks911® offers a comprehensive solution that is able to counteract criminal fraud without bogging down the check-out process.

How does Chargebacks911® dispute chargebacks?

When merchants receive a suspicious or illegitimate chargeback, they can challenge that chargeback through a process known as representment. Complex and time-sensitive, the representment process involves drafting a rebuttal, assembling compelling evidence, studying relevant industry regulations and arguing your case before the issuer. The chances of a merchant successfully having a chargeback reversed are dismally low.

Chargebacks911® has been fighting against invalid chargebacks for a long time. We know the system, we know the players, and we know what it takes to win. Our unique Tactical Chargeback Representment service offers end-to-end accountability and an exclusive eight-point representment process to maximize merchants’ win rate. Best of all, it's all backed by the industry's only performance-based ROI guarantee.

What causes a merchant to lose a chargeback?

The number one reason a merchant loses a chargeback dispute? Responding too late, followed by not responding according to the bank’s or card service’s specific requirements. These issues will likely only be compounded by new regulations such as 2018's VCR (Visa Claims Resolution) and GDPR (General Data Protection Regulation) initiatives.

Even without these types of updates, however, the entire chargeback dispute process is complicated, time-consuming, and constantly evolving; most merchants simply don’t have the resources to stay on top of it. Turning over the responsibility of fighting chargebacks to experts like Chargebacks911® ensures less hassle and a significantly higher success rate for the merchant. See how much ROI you could expect here.

Will Chargebacks911® disputes drive away my good customers?

No. The Chargebacks911® platform was developed by merchants, for merchants. Our extensive background in customer service—combined with our exclusive Intelligent Source Detection™ technology—virtually guarantees that legitimate customers aren’t held responsible in situations where they are victims of criminal fraud. If anything, your customers will be more protected than before.

Why does Chargebacks911® have a higher win rate than everyone else?

The Chargebacks911® solution is more effective than anything else in the industry because we address the actual source of chargebacks. Our proprietary technology—including our patent-pending Intelligent Source Detection™—combined with our proactive, multi-layered approach has proven that a long-term, turnkey solution to preventing chargebacks is not only viable … it’s available.

Chargebacks911® also boasts more industry integrations, prestigious partnerships, and world-renowned experts than any other service provider. Our solution is unique in the industry, and delivers unparalleled win rates with guaranteed ROI. To see how it could work for your business, schedule a free demo.

Do you offer advising services?

Yes. We generate dynamic (yet easily-interpreted) data to analyze each merchant’s unique needs, then develop an implementation plan based on achieving immediate results and long-term sustainability. Our Subject Matter Experts can also supply one-on-one consulting services based on detailed month-to-date reports.

We also offer our exclusive Merchant Compliance Review, a thorough 106-point inspection of merchant policies and procedures designed to pinpoint any practices which might lead to chargebacks—no matter how minute.

We’ll run the numbers; You’ll see the savings.
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