To effectively address chargeback issues and implement solutions, you need comprehensive data on disputes against your business. Key performance indicators (KPIs) such as order abandonment rate, refund rate, and decline rate are crucial for assessing performance.

 

However, the most important KPI for evaluating your chargeback management strategy is the chargeback win rate. This metric is essential for loss prevention and revenue retention.

What is a Chargeback Win Rate?

 

The chargeback win rate measures the percentage of successfully disputed chargebacks, calculated as successful disputes divided by total chargebacks.

 

This metric assesses your ability to recover revenue by tracking the success rate of your disputes. Analyzing this rate by product category or other factors can reveal success across different areas.

 

Monitoring the chargeback win rate provides critical insights into the effectiveness of your strategy. By tracking it over time, you can refine your approach and improve outcomes. Without this data, optimizing your strategy is difficult.

 

How does the Evidence Collection Process work? 

 

The evidence collection process empowers merchants to furnish compelling evidence that may not be accessible through direct integrations. Offering such evidence can significantly boost the likelihood of prevailing in a dispute. While we fight tooth and nail to win the dispute for you, your contribution in this process with recent evidence increases the response weightage. 

 

However, it's important to note that evidence can only be submitted for disputes Under Review and not for disputes Won or Lost.

 

The disputes section in the app is segmented into 3 blocks i.e. All, Won and Lost

  

How to Submit Additional Evidence?   

Head over to disputes where it says In Progress. This will bring you to the evidence collection page. You will see that there are 7 blocks on this page, one for each type of evidence. These blocks are

• Explain why you feel the product was in acceptable condition

• Shipping Label

• Add Fulfillment

• Add A Screenshot Of Customer Communication

• Add A Screenshot Of Service Documentation

• Add An Additional Document That Supports Your Case

• Upload Additional Evidence

 

Each of these blocks are already filled by our AI with strong proof to contest the dispute. Upload Additional Evidence is where you would add any additional evidence you find that would help boost chances of winning the dispute.    

What Evidence Should I add? 

• Customer Communication
• Tracking Information
• Additional Evidence
• Invoice

Customer Communication

We don't have access to your customer support software, so we need your help providing recent correspondence with customers. Our system can proactively reach out to customers and provide that as proof. Customer communication is compelling evidence showing interaction between the merchant and the customer, reflecting efforts to prevent disputes. This evidence can include:

 

- Screenshots of emails confirming receipt or use of the product/service.

- Screenshots showing customer satisfaction.

- Screenshots of chat conversations.

- Transcripts of phone calls.

- Any other communication with the customer.

 

If customers dispute without prior communication, promptly reach out via email or chat for resolution or additional insights to support your response to the bank.

 

When submitting evidence, ensure files are in PDF, JPEG, JPG, or PNG format and do not exceed 1MB.

 

Tracking Information

Tracking information is crucial for disputes involving non-receipt of orders. Our data shows that transactions with tracking information are more likely to favor the merchant. We need your help with tracking details, especially when reshipped orders aren’t automatically updated from your WMS to your CRM.

 

When providing tracking information, include:

 

**For Physical Goods:**

- Tracking number

- Shipping label with details

- Proof of delivery, such as the customer’s signature or an image of the delivered package

 

**For Digital Goods:**

- Customer usage log

- Documentation of customer engagement with the digital product

 

Additional Evidence

This section allows you to upload any additional information to strengthen your dispute case. Include pertinent details like refund offers, product return proposals, or other supporting documentation before submitting your response to the bank.

Invoice

This section offers a detailed overview of customer purchases, including items bought, shipping details, and customer data. An invoice serves as strong evidence, providing a complete snapshot of the order linked to the dispute. Include a copy of the invoice and a summary of the disputed transaction's associated order.

Crafting a convincing argument often consumes considerable time in combating chargebacks, yet it remains the most crucial aspect of the process. However, with Disputifier's assistance, you can attain optimal outcomes with utmost efficiency. Bid farewell to the burdensome tasks that impede your progress.

SOP’s for sharing Subscription Cancelation Logs

Granting Disputifier access to your subscription platform enables our system to automatically review subscription cancellation logs and cancel any subscriptions associated with fraudulent orders or disputes. Alternatively, you can upload this data to the Upload Custom Evidence section.

How to access logs in Skio

The Audit log can be accessed at the bottom of the Subscription information box. This will list all actions that have been taken on the subscription. 

 

  

How to access customer timeline in Recharge

 

Customer-specific actions are available through the History View in the merchant portal.

1. Select Customers from the merchant portal.

2. Search for the customer you would like to view. Select the customer by clicking on their name.

3. Scroll down to the Timeline section to see all actions taken on the customer's profile or subscription, or use the customer timeline filter to view events based on your specifications.
   

Filter the customer timeline

Use the customer timeline filter to target specific scenarios and troubleshoot customer issues with the following filters:

 

How to access logs in Chargebee

To get specific customer-related event logs from the Customer Index Page > Click on the customer to open specific Customer Details page > Events > Click on the respective Event ID > Show V2 content.

To get specific subscription-related event logs from the Subscription details page > Click on the subscription to open the specific Subscription Details page > Events > Click on the respective Event ID > Show V2 content

You can get all events logs by navigating to Logs > Events > Click on respective Event ID > Show V2 content.

Best Practises & Key Facts

• Additional evidence can only be submitted for chargebacks if there is still time before the response deadline.

• It is advisable to give us access to your subscription platform, the goal here is to take the work away from you and your team so you are able to focus on things that are far more important in growing your business.

• We integrate with various subscription software, which helps us provide strong, compelling evidence to support your case.

Click here for a guide to integrate your Subscription platform to Disputifier.