Triplicar el éxito en las devoluciones: el aumento del 229 % en la tasa de éxito de Obvi con Chargeflow

Resumen

Mastering Chargebacks in a $31 Billion eCommerce Landscape

The eCommerce industry, a dynamic and ever-expanding realm, faces a significant yet often overlooked challenge - chargebacks. This issue, a frequent consequence of high-volume sales, results in staggering annual revenue losses of around $31 billion. At the forefront of this challenge is Obvi, a high-volume seller in the health and wellness supplement market. Like many in this sector, Obvi has been grappling with the complexities of chargebacks, seeking efficient and effective solutions to this pervasive problem. Let’s explore how amidst these challenges, Obvi partnered with Chargeflow to help them master the art of managing chargebacks.

Anteriormente, Obvi pagaba a un profesional independiente 40 dólares por cada caso de devolución, lo que, con el modelo anterior, habría supuesto un gasto de 13 360 dólares, con una tasa de éxito de solo el 20 %. En cambio, el modelo basado en resultados de Chargeflow (que cobra el 25 % de los casos ganados) supuso un pago de tan solo 2606 dólares. Este nuevo enfoque no solo le ahorró dinero a Obvi, sino que también añadió 7.820 dólares a sus ingresos netos. El ahorro anual ascendió a 21.508 dólares, con 15.640 dólares adicionales en ingresos: un importante cambio financiero logrado en menos de dos minutos desde la instalación de la aplicación.

Reto

Handling Chargebacks Was a Time-Intensive Process

While Obvi thrives in the competitive health and wellness supplement market, they are faced with the common challenge of chargebacks. In many cases, the culprit of these chargebacks is ‘friendly fraud’, which poses a serious threat to their bottom-line profit. The dilemma was not just the occurrence of chargebacks but also finding the most efficient way to handle them, ensuring a high win rate to safeguard the company’s financial interests.

Solución

Elegir Chargeflow

Obvi was faced with choosing from two options: either to continue with the manual approach of having their Customer Experience (CX) manager or an outsourced freelancer painstakingly fight each chargeback, or transition to an automated platform that could manage the entire process. Obvi decided on the automated approach, implementing Chargeflow, a platform known for handling chargebacks from start to finish. This shift marked a significant strategic decision, aiming to streamline their chargeback handling process and improve efficiency.

Resultados

El impacto de Chargeflow

Antes de Chargeflow, la tasa de éxito de Obvi en los casos de devolución de cargos rondaba el 20 %. Tras integrar Chargeflow en sus operaciones durante casi seis meses, su tasa de éxito se disparó hasta el 54 %, lo que supone un notable aumento del 170 %. Chargeflow ganó 132 de los 244 casos, recuperando 10 427 dólares en ingresos perdidos.

Conclusión

Reflexiones sobre el papel de Chargeflow en el éxito de Obvi

The case of Obvi underscores the transformative impact of selecting the right tools and partners in business. The decision to switch to Chargeflow brought substantial financial benefits and operational efficiencies. Obvi proves how an automated, efficient approach to a common eCommerce problem can lead to tangible improvements in a company’s revenue and bottom line. Obvi’s experience is a testament to the power of innovative solutions in tackling industry-specific challenges and enhancing overall business performance.