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Chargeback Management

Like it or not, managing charge disputes is a part of doing business. And it’s no minor task: how you handle chargebacks has a direct impact on sales revenue, profit growth, and customer retention. At BrandFox, we offer a comprehensive approach to chargeback management, mitigating disputes on the one end and working to prevent future chargebacks on the other. Our hands-on strategies help you guard against fraud, avoid fees, and recover revenue, all while improving customer service.

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Chargeback Mitigation
Not just response, but right response

BrandFox gets beyond the what to the why, responding to disputes with a customized approach that gives your company the edge in winning chargebacks.

How We Do It:
  • Instant Notification— When a charge dispute comes in, you’re immediately alerted and the customer in question is flagged, suspending further purchases.
  • ITimely Reaction—Alack of response to a chargeback means an automatic loss. With BrandFox, a fast response is the only response.
  • Beyond Automation—Other companies allow technology to fully manage chargebacks, but technology alone can’t differentiate between glitches and human foibles. The reason dictates the response: BrandFox puts a human agent on every chargeback to devise a custom solution.
  • Individualized Response—BrandFox looks into your CRM system to analyze the transaction history of the customer in question, giving your company the vital information necessary to dictate how best to respond to each individual dispute, which increases the likelihood of winning.
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Chargeback Management
Prevention beats mitigation every time

Chargebacks are expensive. The truth is, every dispute carries a bank charge that exceeds the potential refund of product—often between $25 and $40 for each chargeback. BrandFox gets ahead of the chargeback to prevent it in the first place, and puts smart tactics in place to decrease future chargebacks.

How We Do It:
  • Getting Ahead of the Charge—Putting real human eyes on a dispute means we see what chargeback companies don’t. Having BrandFox agents in tune with the situation and in touch with customers means a dispute can be remedied before it’s registered by the bank as a chargeback. Between 20-25% of disputes can be resolved in this manner, which can make a huge impact on your bottom line.
  • Preventing Future Chargebacks—In handling customer support (email, Live Chat, AI IVR), BrandFox agents are in tune with customers and can identify errors and spot complaint trends, getting to the bottom of why charge disputes happen in the first place. Being there in the moment means we can make adjustments on the fly and identify what customer service improvements can be made. The result: future chargebacks can be avoided, the number of refunds you’re making can be reduced, and your merchant-customer relationships will be stronger than ever.
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