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

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

3. 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 /Profile linkage
Prior purchase

4. Most Common Chargeback Types

5. 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.

6. 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

7. 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

8. Speakers Chris Marchand, Vice President, Business Development
Karisse Hendrick, Owner
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).