Introduction to Chargebacks- What do they mean to you? Chris Marchand, Verifi, VP, Business Development Karisse Hendrick, Chargelytics Consulting, Owner

Agenda Dive into Chargebacks The most common Chargeback types To fight or not to fight? Strategies for successfully managing Chargebacks

Dive into Chargebacks Take inventory of what chargebacks are coming in Analyze the data – any anomalies? Any recent operational changes to impact your volume? Evaluate the evidence available Proof of delivery Social Media IP Address/Geo, Device ID, and Email/Profile linkage Prior purchase

Most Common Chargeback Types

True Fraud vs. Friendly Fraud Deliberate stealing of goods or services from merchant through use of an unauthorized payment method. FRIENDLY FRAUD Consumer knowingly charges back a purchase after receiving the goods or services.

To Fight or Not to Fight? Decide if your case is worth the battle COGS Processor Fees Operational Cost Merchants must gain visibility into the nature of disputes to learn how to keep future CB from reoccurring Recover loss funds Evaluate your true win rate

Strategies for successfully managing Chargebacks Be proactive – create a strategy Stay up to date on all card brand rules/regulations Identify key areas where improvements/enhancements Create short and long term goals Develop KPI reporting or check ins to communicate progress Be prepared to alter/change your CB strategy based on changes in your company Implement fraud controls (prevent and fight) Alerts Fraud filters Analyze what worked Socialize the results

Speakers Chris Marchand, Vice President, Business Development Chris.Marchand@verifi.com Karisse Hendrick, Owner karisse@chargelyticsconsulting.com If you have any questions about the presentation, go to our LinkedIn Group (the Payments Education Forum) and request an invitation (this is a closed group specifically for the payments industry).