The growing number of fraudulent chargebacks is alarming and something merchants simply cannot afford to ignore and keep a firm handle on it.
In fact, 86% of chargebacks are most probably cases of friendly fraud and the number is increasing at the rate of 41% every year. It’s also predicted that going by current rate, by 2020 the frauds will cost merchants upwards of $25 billion a year.
The concern is especially high in case of e-commerce merchants and high risk businesses that face merchant account shutdowns due to high amount of chargebacks.
What is a friendly fraud? Friendly fraud refers to when customers dispute legitimate transactions. While some chargebacks are genuine and cannot be avoided, others have a malicious intent and strict steps should be taken by merchants to prevent undergoing the expensive chargeback dispute process.
How does a friendly fraud occur?
There are several reasons for a friendly fraud to occur. For instance, when the cardholder does not recognize the purchase made or forgot about it, a family member made the transaction using their card without them knowing, or sometimes they may simply regret the purchase they made.
Sometimes, well-intention customers unknowingly commit a friendly fraud when they are unaware of the difference between asking the merchant for refunds and a bank-issued refund.
But beware though because there are plenty who knowingly file for chargebacks to rip off the merchants.
What steps can a merchant take to combat friendly fraud?
Merchant Account Solutions with fraud protection tools:
While a business cannot avoid chargebacks completely, one can take security measures to reduce the likelihood of it occurring. Rising chargebacks can ultimately lead to merchant account shutdown which is a nightmare for businesses.
But chargeback risks can be mitigated with the help of the right merchant account provider. While approaching a processor, inquire whether the merchant account is inclusive of chargeback protection & anti-fraud tools. A reliable merchant account provider will help you navigate and offer security tools that will protect your business.
Setting up 3D Secure Payment Gateway:
A 3D secure payment gateway provides an extra layer of protection during card transactions, for customers as well as merchants. Since the customer card is verified during the purchase, it is difficult for them to claim unauthorized transaction.
Integrating 3D secure payment gateway with your merchant account reduces the risk of wrongly disputed or fraudulent transactions for the merchant.
Notify customers of recurring payments:
Before charging for recurring payments, make sure your customers are notified about the same. This is especially important in case of subscription based services wherein customers often forget about signing up for these billings and later demand refunds.
Provide excellent customer service:
Maintain regular and effective communication with your customer. Ensure that customer issues are dealt with instantly so that they are more likely to contact you first instead of filing for chargebacks.