In running my online subscription business over the past 7 years, I have about a 33% success rate at winning chargebacks. This is pathetic, given my business is legit, we have solid terms of service, an easy refund policy, and respond to every customer email.
Every time I get a notification from Stripe that a customer has performed a chargeback, I immediately follow up with them via email, offering to work out the issue before responding to the chargeback. When I respond to chargebacks, I always describe the product, the service to which the customer is subscribed, and provide communication outlining my case.
Unfortunately, it seems as if there is no benefit to a card company to reject a chargeback, as they make money off of fees when a chargeback is initially performed, and would only lose money by closing the chargeback in a merchant's favor.
To those running large-scale, online businesses, can you provide any tips on winning more chargebacks?
Note: Though my chargeback win rate is low, I believe my business is well below the industry average of chargebacks at <.001%. Still, these things add up.
Every time I get a notification from Stripe that a customer has performed a chargeback, I immediately follow up with them via email, offering to work out the issue before responding to the chargeback. When I respond to chargebacks, I always describe the product, the service to which the customer is subscribed, and provide communication outlining my case.
Unfortunately, it seems as if there is no benefit to a card company to reject a chargeback, as they make money off of fees when a chargeback is initially performed, and would only lose money by closing the chargeback in a merchant's favor.
To those running large-scale, online businesses, can you provide any tips on winning more chargebacks?
Note: Though my chargeback win rate is low, I believe my business is well below the industry average of chargebacks at <.001%. Still, these things add up.