Chargebacks are a common problem in e-commerce. They occur when a customer disputes a transaction after receiving their item. Chargebacks can cost merchants thousands of dollars each year.
In some cases, customers dispute transactions because they didn’t receive the items they ordered. This happens when the shipping address isn’t correct or the package was damaged during delivery. But what can you do in these situations?
It can be tricky to know how to handle a chargeback, especially if you are unclear about what one is! Often, it leaves us feeling stressed and overwhelmed, not sure what to do or where to turn.
Well, no more! Today, we are here with the answers that you need. Keep reading to find out what chargeback management is and everything you need to know about it!
What Is A Chargeback?
Chargebacks are a common problem for online sellers. When this happens, you lose money on your sale.
The reason why these issues happen is that buyers don’t get what they paid for. If you sell products like clothing, electronics, furniture, or any other type of merchandise, then you know that people often return items without paying for them.
When this happens, you need to do something about it. You have two options: accept the chargeback or decline it.
Accepting a chargeback means that you lose the money you spent on the product. Declining a chargeback means that the buyer loses the money he or she paid for the item.
How To Reduce Chargebacks
To reduce chargebacks, you must make sure that you ship orders correctly. For example, if you sell clothes, you should double-check the size before sending out the order. Make sure that the size matches the measurements provided by the customer.
Also, make sure that the shipping address is correct. You may even want to ask the buyer to provide a phone number so that you can contact him or her if there is a problem with the order.
Another way to avoid chargebacks is to offer free shipping. This allows you to send the order right away.
It also gives you more time to investigate the situation. Free shipping is especially helpful if the buyer has not received the item yet.
If you find that you are having trouble with chargebacks, you can hire someone to help you manage them.
Many companies specialize in helping businesses deal with chargebacks. These services include chargeback management software, chargeback response teams, and chargeback resolution groups.
How Does Chargeback Management Work?
When a buyer pays for an order, there should be no problems with the payment. However, things can go wrong at different points along the way.
For example, if the buyer doesn’t receive the item, then he or she may decide to return it. If this happens, then you need to handle the situation correctly.
You must make sure that you provide a tracking number so that the buyer knows where his or her package is.
Then, you need to contact the buyer to let him or her know that the item has been shipped. After that, you need to wait until the buyer receives the item before accepting the chargeback.
If the buyer receives the item but decides not to pay for it, then you can either accept the chargeback or refuse it.
Refusing the chargeback means that you keep the money from the sale but the buyer loses out. On the other hand, accepting the chargeback means that the seller loses the money he or she spent on the product.
If the buyer accepts the chargeback, then you need to take action. First, you need to send the buyer a refund request form.
This form asks the buyer to explain why he or she wants a refund. Once you receive the form, you need to fill out all of the information requested.
The next step is to send the buyer a letter explaining why you are requesting a refund. This letter also explains what happened and why the buyer needs to pay for the item again. It also includes a link to the original purchase page.
After you complete the process, you need to wait for the buyer to respond. If he or she does not respond within 30 days, then you can close the case. Otherwise, you need to continue waiting for the buyer to respond to the refund request.
Once the buyer responds, you need to review the response carefully. Make sure that everything in the response matches up with the information you provided.
If it does match up, then you can approve the refund request. If it doesn’t match up, then you need to reject the request.
Why Should I Use Chargeback Management Software?
There are many reasons why you should use chargeback management software. One of the most important reasons is that it helps you avoid losing money.
If you manage chargebacks manually, then you will spend time trying to find out whether or not the buyer received the product.
This can lead to mistakes because you might accidentally accept a chargeback when the buyer didn’t receive the product. In addition, it is easy to forget about a customer who returned the item.
Another reason why you should use a software solution is that it makes your life easier. Instead of having to search through emails and documents to find the right information, you can simply open the system and look for the relevant data.
Another benefit is that you don’t have to worry about managing multiple accounts. You only need one account to access the software. This saves you time and effort.
How To Select A Good Chargeback Management Solution For Your Business
Now that you know how chargeback management works, you need to figure out which software is best for your business. The first thing you need to do is evaluate the features offered by each solution.
You should consider things like price, ease of use, the number of users, support options, and more. After you have evaluated these factors, you need to pick the solution that meets your requirements.
Now that you have selected a good chargeback management solution, you need to make sure that you implement it correctly. This involves training your staff so that they understand the new system.
In addition, you need to train your customers. They need to be able to contact you if they want to return an item. Finally, you need to ensure that you follow the guidelines set forth by the payment processors.
Chargeback management is an essential part of any e-commerce store. Without this service, you could lose thousands of dollars every year. Fortunately, there are plenty of solutions available today. All you need to do is select the one that fits your business.
Paul Martinez is the founder of EcomSidekick.com. He is an expert in the areas of finance, real estate, eCommerce, traffic and conversion.
Join him on EcomSidekick.com to learn how to improve your financial life and excel in these areas. Before starting this media site, Paul built from scratch and managed two multi-million dollar companies. One in the real estate sector and one in the eCommerce sector.