Commissioned by Verifi, this groundbreaking research study provides a detailed view of the USD $31 billion chargeback problem that impacts consumers, merchants, and issuers.

The Chargeback Triangle examines the experiences and perspectives of consumers, merchants, and issuers as they relate to chargebacks. New research provides insights on the need for a coordinated effort among these three parties in payments to reduce disputes and the damaging costs associated with them.

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Consumers bypass merchants, going to issuers with fraud-related disputes 76% of the time

63% of customers decreased merchant patronage due to associated chargebacks

Merchants are burdened with two-thirds of total costs related to chargebacks

60% of merchant chargeback costs are in management expenses

Combined issuer liability for payment card chargebacks accounted for more than USD $7B in 2017 – over 60% of total issuer chargeback costs 

For every $1 disputed, merchants AND issuers incur USD $1.50 in additional costs

Key findings include:

Verifi’s Collaboration Network

Verifi’s innovative Collaboration Network enables cardholders, merchants, and issuers to access robust order information to resolve disputes at first inquiry. Cardholders are able to self-resolve billing confusion before calling their issuer. However, upon the first call from the cardholder, issuers can identify friendly fraud and validate legitimate sales. For true fraud disputes, merchants are enabled to resolve the dispute directly with their customer, preventing a chargeback.

Contact us to learn more

 +44 (0) 203 790 9249

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