Merchants Report Increase in Chargebacks but Little Success in Combatting Them, According to the 2022 Chargebacks911 Field Report

• 65% of merchants reported an increase in friendly fraud over the past three years
• Card networks are creating new tools for resolving customer disputes before they hit chargeback stage
• ‘Buy Now Pay Later’ programs see 29% surge as economy moves out of COVID-era

Chargebacks911, the leading dispute specialist that powers chargeback remediation for the largest global eCommerce businesses, today releases its third annual Chargeback Field Report. The report details a real-world look at the health and status of chargeback management in the card-not-present (CNP) space.

After a record-setting rise in chargeback fraud driven largely by the COVID-19 pandemic, many merchants were hoping for financial relief and a return to payment normalcy in 2022. Instead, 65% of merchants surveyed reported an increase in chargeback fraud – a shocking statistic that could have dire consequences for an economy still reeling from inflation and supply-chain breakdowns.

“Seeing these kinds of figures coming out of COVID and looking at where our global economy stands, it is a worrying time for merchants,” says Monica Eaton-Cardone, Founder of Chargebacks911. “The report clearly shows that the chargeback threat is growing faster than ever.”

According to the new report, the number of merchants taking steps to mitigate friendly fraud more than doubled over the past year, rising to over 75% from the previous year.

“Merchants seem to be increasingly aware of the threat and are taking action,” comments Frank Turner, VP of Data Science at Chargebacks911. “At the same time only 18% of them reported having success with their efforts, which speaks to the scale of the challenge.”

Card networks are also getting more active in stopping disputes before they get to chargeback status. Visa’s Rapid Disputes Resolution (RDR) is one resolution that has helped give merchants more control. On average, survey participants currently enrolled in the program reported a surprising 34% decrease in chargebacks.

The survey also noted that merchants are reverting to using the term “chargeback” to refer to payment disputes. After Visa replaced the word “chargeback” with “dispute” for its brand, previous research had shown merchants slowly adapting to the change. This report, however, shows a significant drop in usage for the newer term.

While credit cards are still the primary payment method used to buy online, the number of alternatives is increasing. ‘Buy Now Pay Later’ is surging; 27 percent of merchants in our survey say they offer it – up 29% of last year. Whereas both eWallets and ACH transfers are now accepted by more than half of respondents.

“With over 300 merchants surveyed, this report is our most comprehensive field report to date,” said Jarrod Wright, VP of Marketing at Chargebacks911. “This data is pivotal in tracking how businesses are handling friendly fraud coming out of a pandemic and moving forward into what could be an even tougher economic climate.”

To download the full 2022 Chargeback Field Report, please visit: https://chargebacks911.com/chargeback-field-report/

To learn more about Chargebacks911, visit: https://chargebacks911.com/

About Chargebacks911

Founded in 2011, Chargebacks911 is the first global company fully dedicated to mitigating chargeback risk and eliminating chargeback fraud. As industry-leading innovators, Chargebacks911 is credited with developing the most effective strategies for helping businesses manage disputes and reduce loss in various industries and sectors within the payments space.

Chargebacks911 provides comprehensive SaaS solutions that are highly scalable for managing chargebacks, handling services and fraud strategy management. The company helps decrease the negative impact of chargebacks and provides real-time API connectivity and insights, thereby improving revenue retention using data-driven technology to help ensure sustainable growth for every member of the payment channel.

Chargebacks911’s unparalleled category experience and patented Intelligence Source Detection (ISD™) technology identifies the true source of chargebacks, automatically remediates fraudulently filed disputes, safeguards reputations, monitors feedback 24/7 and provides insight to proactively prevent future fraud. www.chargebacks911.com

About Fi911

Fi911 supports financial institutions with innovative back-office automation technologies created specifically for banking and financial institutions. By supporting direct communications between FIs and their ecosystems, the company’s scalable payment product suite offers features that range from fast, flexible merchant onboarding to highly transparent and feature-rich client portals.

Fi911’s proprietary DisputeLab™ helps resolve chargeback disputes faster and more efficiently by utilizing next-generation technology that leverages a robust rule engine and highly scalable microservices specifically designed to optimize each step in the dispute cycle. The company’s unified platform also provides threat detection, reconciliation, risk management tools, and the ability to generate commissions and ISO pay-outs directly through the system.

Established by the dispute experts at Chargebacks911®, Fi911 offers global reach and expertise, and customized training and support from recognized industry leaders. https://fi911.com

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