Here’s something I see consistently working with payment operations teams: merchants losing 8 to 15% of their revenue not because customers changed their minds, but because their payment infrastructure failed them at the wrong moment.
A single gateway going down during a flash sale. A processor flagging a batch of legitimate transactions. A regional bank declining cards from a specific...
I’ve spent years analyzing payment disputes, and the most common mistake I see, on both the consumer and merchant side, is confusing a chargeback with a refund. They sound similar. They both result in money going back to the buyer. But how they work, who controls them, and what they cost are completely different. Getting this wrong can cost merchants thousands of dollars in unnecessary...
I’ve audited chargeback data for e-commerce teams who assumed their dispute rates were a logistics problem. In most cases, over half the chargebacks came from verified customers who received their orders. That’s friendly fraud, and it costs merchants more than stolen card fraud in most verticals.
This post covers what friendly fraud is, how it differs from chargeback fraud, what the...
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