I'm surprised the part on combatting friendly fraud (4.2) didn't include a part about contacting the customer directly, most likely via phone. If you are in an industry where this occurs more often, you might even want to invest in telephone authentication. While it won't stop the friendly fraud, it will be a deterrent.
Anyways, contacting the customer can usually get things resolved as well, even if they went straight for the chargeback.
Never underestimate human contact. You might be surprised why they went with a chargeback. Some just thing it's the way to get a refund for something that was wrong. Yes, sometimes the person is just being a douche, in which case you can assure the person that you thank them for reporting the case, and that you will be following up by filing a police report. When they realize what information you have available, some are quick to want to work something out, usually that involves calling the bank in a 3 way conference call and canceling the charge back.
It won't always work, but the nature of chargebacks means every little bit helps.
Again, this also depends on the nature of the industry you are in.
Anyways, contacting the customer can usually get things resolved as well, even if they went straight for the chargeback.
Never underestimate human contact. You might be surprised why they went with a chargeback. Some just thing it's the way to get a refund for something that was wrong. Yes, sometimes the person is just being a douche, in which case you can assure the person that you thank them for reporting the case, and that you will be following up by filing a police report. When they realize what information you have available, some are quick to want to work something out, usually that involves calling the bank in a 3 way conference call and canceling the charge back.
It won't always work, but the nature of chargebacks means every little bit helps.
Again, this also depends on the nature of the industry you are in.