News & Views - Savantor

Chargeback Process Improvement

Monday, 03 April 2006

Historically, chargebacks have been regarded as something of a dark art. Acquirers are usually relatively more experienced in chargeback processing than their counterparts, especially the smaller issuers, creating a noticeable imbalance in skills and experience and allowing the acquirers to boss the process more and more.

In 2004, Visa took a major step to rectifying this situation with the introduction of RED, simplifying the processes involved in identifying and raising chargebacks and shortening the overall dispute cycle. Unfortunately, even though this introduced a clear improvement to the overall process, it seems that in general the whole area of chargebacks ultimately remains something of a mystery to a large number of issuers.

Savantor are often engaged to perform process reviews in issuer chargeback areas, highlighting the overall low levels of confidence within organisations in handling chargebacks. Generally, chargebacks are deemed a specialist area due to the complex conditions and limitations governing the use of specific chargeback reason codes. This may be the case with specialised business areas, such as Fraud, but the process of handling customer disputes is much simpler than most issuers seem to appreciate.

With simpler, more direct processes and clear responsibilities, issuers should be able to gain a clearer understanding of their dispute processing. 

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