Chargeback App

Ditch the manual work needed to manage disputes

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Built for internal teams and employees tasked with "managing disputes" e.g. responding to chargebacks. This new app aims to automate the manual process of logging into many different places, gathering data and making sense of it to build a representment document that adheres to chargeback rules unique to each card network (Visa/MC/Amex/Disc/PP)

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Discussion

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Scott StoneMaker@scottstone1 · Digital Marketer
It looks and feels like fin-tech or payment-tech but we’re going with ops-tech. It’s SaaS for your ops team – the folks trying to recover that revenue your sales and marketing team worked hard to earn and your customer success team worked hard to retain but was ultimately disputed with a few clicks by your customer. With online commerce eating the world brands are watching chargeback losses skyrocket. Startups that scale quickly get hit hard because they don't yet have even a manual process in place. The timing of this product feels perfect and we hope you jump on board early. We have grand plans for features, some of which will roll out in January.
Nick Neuman@nneuman · Product Manager, Grab
I really like this idea - chargebacks are a hassle and timesink to deal with. If I understand your "Alerts" feature correctly, it will allow people to actually take action before the chargeback is received (and therefore not have to pay chargeback fees)? How does this work? If it works consistently, that alone could pay for the product each month.
Scott StoneMaker@scottstone1 · Digital Marketer
@nneuman we're working directly with Visa to provide real-time notifications when a cardholder files a dispute. Our app sends your order details and evidence back through the network to the issuer who has to provide it to the cardholder. If they still claim fraud/unknown/no-auth we can issue a refund. And yes, that kills chargeback and the subsequent fee and work.
Nikita Zhitkevich@nikita_zhitkevich · Business Development at GrowSumo
We've created our own templates that we use to respond to chargebacks. Can they be uploaded into the app to automate the data input and sending?
Scott StoneMaker@scottstone1 · Digital Marketer
@nikita_zhitkevich Sort of. Static (or semi-static) pieces of evidence like your return policy can be set as persistence evidence and would appear on responses only if it helps the case. A common mistake merchants make is responding to a chargeback based on the transaction or product. Each network has a unique set of chargeback reason codes that set a base level of evidence that can be used and will be reviewed/used by the issuer. Beyond that, the actual transaction type (modifier) narrows or adds to the base evidence set. This is where the rubber meets to the road for the Chargeback App. Knowing how this works has a big impact on the success of your efforts but requires experience and expertise. The app does two main things for users, it aggregates and auto populates order/transaction data and it eliminates the expertise needed to know how to properly respond to chargebacks correctly.