Training Options Discussing How to Manage Chargebacks
Prevention begins with education. While your acquirer or payment processor may train you and your team on how to access chargebacks from online, or to download them to your organization, that doesn't mean they will take the time, or have the experience, to teach you what you need to do with those chargebacks. The Fraud Practice provides multiple courses and a certification track to help you learn about managing credit card chargebacks.
To begin with, if you are new to credit cards, you should start by taking the Introduction to Credit Card Payments. If you understand the players and how credit card payments work, but are new to chargebacks, you should take the Introduction to Credit Card Chargebacks course.
If you are experienced with chargebacks, but are looking for how to produce more value or how to reduce chargebacks, you should consider the Advanced Analytics for Credit Card Chargebacks course. Chargebacks represent a lot more than just fraud, and as an organization, it is in your best interest to have someone focused on chargeback reporting and analytics to determine which ones could possibly be avoided, what's causing them and how to reduce them. Those specifically tasked with disputing chargebacks with the card issuing banks should be sure they are familiar with the Successfull Strategies for Chargeback Representment, which includes best practices for performing and packaging a representment overall, what documentation to provide and how to re-present by chargeback reason code, and how and when to leverage compelling evidence.
These courses are also included in our two chargeback focused certification tracks. The eCommerce Chargeback Specialist Certification includes four courses, three of whic are listed above. The eCommerce Chargeback Professional Certification includes each of the four courses included in the Specialist track, but adds the comprehensive representment course along with a course on recognizing buyer fraud signals and friendly fraud.