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Comment réduire votre taux de rétrofacturation en 7 étapes simples
rétrofacturation?
Ce n'est plus votre problème.
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En bref :
- For an internal chargeback ratio, divide chargebacks by payments and multiply by 100.
- State your date and payment rules because each network can count cases differently.
- Fix the billing, fraud, delivery or refund issue behind each group of new cases.
- Track counts as well as the rate, so growth does not hide a problem.
Set a Baseline You Can Act On
Track the chargeback count and the payment count behind the percentage. Label the date basis, network, account and included payment types.
Illustrative Internal Rate
12 received chargebacks ÷ 4,000 successful card payments × 100 = 0.30%.
Hypothetical counts from the same month and payment account. This measures received cases, not the final loss rate or a network monitoring ratio.
If you need the underlying process, see What is a chargeback. For the calculation detail behind a high chargeback ratio, use our chargeback-rate calculation guide.
Separate Your Operating Rate From Network Monitoring
An internal rate helps you see patterns and choose actions. It does not by itself tell you whether you meet a network program threshold.
Visa's VAMP fact sheet defines a count-based metric combining reported fraud and disputes for card-not-present VisaNet payments. It also lists exclusions and conditions. Do not substitute your chargeback-only percentage for that metric.
Mastercard has a separate Excessive Chargeback Merchant program. Ask your acquirer for the current rules and dates. Avoid applying one network's formula or limit to every payment.
Your processor can also set limits for your account. Keep the actual notice and agreed action plan with your reports.
Reduce Your Chargeback Ratio in 7 Practical Steps
Fix Billing and Order Errors
Check duplicate charges, wrong amounts, missed credits and orders sent with the wrong item. Give each recurring error an owner.
Review Fraud Before Fulfillment
Use the risk and authentication tools supported by your payment setup. A credit card authorization hold is not proof of delivery or permission to ignore later disputes.
Make Charges Recognizable
Use a clear statement descriptor and send accurate receipts. Check whether customers can connect the charge to the name they bought from.
Resolve Customer Issues Early
Make support easy to find. Acknowledge the issue, move sensitive details to a private channel and record the agreed next step.
Set Clear Delivery Expectations
Show realistic shipping dates, send tracking and explain delays. Save the delivery records you would need for a dispute.
Complete Refunds and Cancellations
Make requests easy to submit. Confirm when a refund actually completes and stop future recurring charges when required.
Make Trial and Renewal Terms Clear
Show what is free, when billing begins, what it costs and how to cancel. Keep the version accepted by the customer.
Use Customer Support Data to Find Root Causes
Review support contacts for unrecognized charges, non-delivery, cancellation problems and credits that did not complete. Count repeated issues and fix the process that caused them.
Zendesk's global 2022 CX research found that 73 percent of surveyed businesses saw a link between customer service and business performance. Its January 18, 2022 research release documents that finding. The survey measured views. It did not measure a fall in chargebacks.
Use your own complaint and payment records to test whether a change helps. A support response can improve a customer's experience without changing a case already reported to a network.
Match Prevention Tools to the Cause
Some chargebacks arise from fraud, while others reflect billing errors or genuine customer problems. The fact that scammers now use chargebacks to steal from online businesses does not mean every dispute is dishonest.
Review whether chargeback alerts fit the payments and disputes you receive. Enrollment, matching and timing affect what a tool can do. Do not assume it removes all reported fraud or disputes from every metric.
For Chargeflow’s automated chargeback solution, confirm the exact payment connection, available records and submission settings. Recovery work addresses filed cases; fixing the cause of new disputes is a separate task.
Track Counts, Rates and Outcomes Together
Assign an owner to each major cause. Track the action date, incoming cases, payment volume, fraud reports and repeat complaints using the same definitions over time.
Keep won cases and recovered money in separate columns. A win is useful, but it does not automatically erase a case from every monitoring measure.
Use Chargeflow to review supported reporting and dispute workflows. Check the data scope before comparing accounts, months or networks.
rétrofacturation?
Ce n'est plus votre problème.
Récupérez 4 fois plus d'rétrofacturation s et PRÉVENTION jusqu'à 90 % des messages entrants, grâce à l'IA et à un réseau mondial de 20 000 commerçants.
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