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A comment on How we reduced chargebacks by 30% (as a percentage of sales). Parent comment

Re:How we reduced chargebacks by 30% (as a percentage of sales) by there on Wednesday January 28, 2009 @02:13PM (#454257)
that's assuming that most of their chargebacks were simply because people didn't recognize the charge. how many were because they didn't like the service, didn't get support, or some other reason?

with most credit cards, you don't really need to have a good reason to do a chargeback. especially with american express, they side with the customer rather than the vendor.

american express sent me some paperwork when i signed up for a merchant account and it basically said when a customer does a chargeback, they refund the money immediately and i would have little or no recourse to debate it.

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Re:How we reduced chargebacks by 30% (as a percentage of sales) by anuraggoel on Wednesday January 28, 2009 @02:18PM (#454263)
If people didn't like their service, wouldn't most of them ask for a refund (which would not be classified as a chargeback)? I believe chargebacks are usually intended for charges that the customer thinks are fraudulent.
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Re:How we reduced chargebacks by 30% (as a percentage of sales) by there on Wednesday January 28, 2009 @02:22PM (#454269)
a refund would have to go through 37signals, and they don't give refunds (http://www.37signals.com/refund). a chargeback just avoids the middleman and gets the customer his money back.
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Re:How we reduced chargebacks by 30% (as a percentage of sales) by petercooper on Wednesday January 28, 2009 @03:26PM (#454397)
A lot of companies say they have no refund policy in public, but will refund if a customer complains enough or threatens a chargeback (just because it's so annoying to deal with).

A company like 37signals needs to say they don't give refunds to deflect complaints regarding if you close your account half way through a month.. "Why don't we get half this month's payment back?" etc, which would be an administrative nightmare.

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Re:How we reduced chargebacks by 30% (as a percentage of sales) by boredguy8 on Thursday January 29, 2009 @02:40PM (#456977)
If prorating your service is an "administrative nightmare" you have issues.
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Re:How we reduced chargebacks by 30% (as a percentage of sales) by cedsav on Wednesday January 28, 2009 @11:48PM (#455842)
Amex is actually the only one who settled a dispute in our favor, but that probably doesn't mean much since I usually don't bother to contest chargebacks.
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Re:How we reduced chargebacks by 30% (as a percentage of sales) by kragen on Thursday January 29, 2009 @04:09AM (#456089)
When you say "in our favor," are you speaking as a vendor or a buyer?
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Re:How we reduced chargebacks by 30% (as a percentage of sales) by eru on Thursday January 29, 2009 @05:14AM (#456149)
Vendor, I guess. Why would he contest a chargeback as a buyer.
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