Author : Jane DawsonYour merchant account is one of the most important relationships in your ecommerce business Why? First, the credit card processor touches every customer and that experience can create a return customer or lose a good prospect forever
That means you need to select a vendor with a great customer service track record Second, the credit card processor is in charge of your cash and collections Any fraud or problems that result in a chargeback directly affect your bottom line Use these strategies to manage your vendor and minimize risk of losses
Protect against fraud in transactions
While e-commerce merchants will lose a record $4 billion to fraud in 2008, growing revenues mean the loss rate will hold steady at 1 4% of sales in 2009, level with 2007 and 2006, according to CyberSources annual online fraud survey How do you protect yourself?
There are two types of fraud controls, known as intrinsic and extrinsic
- Intrinsic controls are typically supplied by your credit card processing company They include: Address Verification Service (AVS) and the Credit Card Security Code (CVV2, CVC, CID, etc ), as well as PIN based solutions like Verified by Visa and SecureCode by MasterCard
- Extrinsic controls are typically the province of cyber security companies that use systems such as risk scoring to detect possible abuses
Chargeback rates are often a good indicator of the prevalence of fraud in your customer base
Some chargebacks are inevitable and a rate between 0 and 0 4% is usually considered the cost of doing business Once the chargeback rate reaches 0 7%, there is strong suspicion of fraudulent behavior in play and/or poor product/processing A chargeback rate of over 0 7% is a major red flag Visa and MasterCard have imposed rules limiting a merchants percentage of allowed chargebacks to 1% When a merchant exceeds this threshold, they begin receiving fines If the problem continues, the fines increase and the merchant can lose the right to process credit cards
Keep an eye on chargebacks
Chargebacks represent a transaction gone bad A transaction ends up in a chargeback situation when there has been an incidence of fraud or the customer service situation was substandard Online merchants may have a tougher time with fraud in 2009
High chargebacks not only raise the question of fraud but also raise the issue of misrepresenting products Monitor the reason for chargebacks and if the issue is product dissatisfaction, you need to take a hard look at why your customers feel moved to return the product you sold them If you need more help in this area, there are two primary chargeback specialists who can help Vindicia and Verifi can give you the advice you need to maintain your standing with your credit card processor as well as safeguarding your bottom line
Make sure you have adequate management reports on transactions
Your vendor needs to supply you with real time, web-based management reporting You should be able to easily determine:
- Volume of authorization successes
- Volume of authorization failures (with reason codes)
- Refunds
- Chargebacks
- Fees from everyone involved in the transaction chain
- Merchant submissions
- Bank deposit reconciliations
Managing your transactions means managing revenue and that is a primary duty eSources is the Internet’s largest wholesale directory of verified wholesalers, distributors, dropshippers, manufacturers and importers. Browse by country: Wholesale Canada, USA Wholesale & American Wholesalers, Italy Wholesale & Italian wholesalers.
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