Tag Archives: customer service

reason for return

How to Win at Returns

Who knows what leads a customer to return a purchase? Honestly, if you did, you’d probably be reading this from your yacht, anchored off Seychelles. Sounds nice, right? Start thinking about how Read more …

How To Do a Chargeback Right

How To Do a Chargeback Right

If you’re a cardholder researching how to do a chargeback, you’ve come to the right place! We’re going to show you the best way to resolve a disputed transaction to get the Read more …

Authentication

The Future of Authentication

They say the password is dead, but that might seem ironic as you click “Forgot your password?” for the fifth time today. That said, the password is no longer as safe and reliable a security measure as it once was. There is currently a lot of R&D going into creating better user authentication tokens. These new authentications range from the fascinating to the down-right scary.

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Call center operator

A Strategy for Using Call Centers

When a cardholder sees a transaction on their bill that they don’t recognize, or that they were unsatisfied with, they don’t call the merchant. More often then not, they call their bank Read more …

Mobile Payments fraud

How convenience begets vulnerabilities

Convenience is the new frontier in fraud. Credit card schemes want consumers using their products as much as possible, and sometimes fraud prevention conflicts with ease of use. We see this clearly with the EMV card rollout here in the United States. Card companies believe that chip & PIN may dissuade consumers from using EMV cards. So here in U.S., it’s chip & signature–PIN is not required so as not to disrupt the fragile user experience. But when you think of how many times a cashier has actually checked your signature, the potential exploit in this system is clear.

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Hidden Costs of Fraud

You think chargebacks are bad? Try false positives…

While screening out fraud is a top priority, it is five times more important to avoid false positives-declining legitimate purchases as fraud. “Five times more” because merchants lose five times more to false positives than to chargebacks in time, resources, and revenue.

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