Quote:
Originally posted by Carrie@Feb 12 2004, 11:57 AM
It all sounds great and I'm sure as it gets tested on even *more* sites with even more real-world situations being applied to it, it will be refined and modified so that it truly kicks ass.
My question is what happens when the customer doesn't call the processor or site owner, but instead calls Visa or their bank directly?
I've heard horror stories of amateur girls who had ip logs, access logs, chat logs, emails, and even pictures (sent via email) going as far back as 8 months for a customer trying to claim that he'd never accessed the site, but he got his chargeback anyway.
I can understand if the customer calls the site owner or processor, you can have someone tell him "we have your voice recording", but I don't see how this helps if he calls the bank or Visa directly?
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When you have your own merchant account (which realistically, this is what this is best used for) and the customer calls visa, visa contacts the bank and the bank sends you a notice which you have the ability to defend yourself against (quickly!).
What 3rd party processors DON'T do properly is jump in at this point and provide the information to their banks or directly to the customer. For whatever reason i'm not sure, but this is where having your own merchant account allows you a better control over how your customers are handled.
When most customers realize how much info you have gathered about them, usually they drop the chargeback request ... anywhere between 60% & 70% of people just drop it immediately - the rest may still become chargebacks, no matter what info you present - but 'friendly fraud' customers panic when they realize you can prove it was them.
Nothing is 100% going to stop the chargeback problem though, visa will still let them through - but it is up to us to put some protective barriers between our products and visa.