旅行社拒付挑战及应对措施：2024年全球洞察报告（英文版）-睿思飞（Riskified）

Chargebackchallenges

andwhatyoucandoaboutthem

Globalinsights2024

Contents

Executivesummary

3

01

Keyelementstounderstandingchargebackchallenges

Methodologyandglossaryofkeyterms5

02

Howmanagingchargebacksbecamechaoticformerchants9

03

Whychargebackmanagementissocomplex13

04

Chargebackmanagementtransformed—fromcostbucket

torevenuerecoverymachine20

05

Fourwaysmerchantscanimprovechargebackmanagement23

Chargebackchallengesandwhatyoucandoaboutthem2

Executivesummary

Intheboomingecommercelandscape,salessoar

annually,offeringlucrativeopportunitiesforbothestablishedgiantsandnewcomerstogrow.Butthisinfluxofsalesalsoleadstorisingchargebackrates.

Consumersincreasinglyturntochargebacksasameanstorecoupfunds,witharound

75%ofAmericanandBritish

customersfilingachargebackin2023

*.Often,consumersfilethesechargebacksbecausetheygenuinelyhaven't

receivedanitemortheircardhasbeencharged

fraudulently.However,increasingly,consumersfilechargebackstoreceivecompensationunderfalsepretenses.

So,asecommercesaleshavegrown,sotoohave

chargebacksand,inturn,chargebackfraud.Addtothatthetremendouscomplexitiesandinefficienciesinmanaging

chargebacks,andmostwouldagree:ecommercehasenteredaneraofchargebackchaos.

Merchantsknowfraudulentclaimsconstituteasignificant

portionoftheirtotalchargebacks,knownasfirst-partyfraud.Butcurrentmanagementprocessesmakeitmorecostly

todisputefraudulentclaimsthantosimplyaccepttheminthelongrunorevenproactivelyrefund.

Chargebackchallengesandwhatyoucandoaboutthem

Executivesummary

*Consumerattitudestowardschargebacksin2023:ComparingtheU.KwiththeU.S.(TelAviv:JUSTT,2023)

https://justt.ai/consumer-attitudes-towards-chargebacks/

3

Merchantsfacenochoicebuttoletrevenuesslipaway

duetoinefficienciesinchargebackmanagement.As

chargebackfiguresrise,itserosiononprofitsisreachinganepidemicpoint.

RiskifiedpartneredwithindustryadvisorsPaladinFraudto

interviewmorethan300chargebackmanagersfromleadingmerchantsworldwidetodiscover:

●Thesizeofthechargebackchallenge

●Howmerchantsmanagechargebackstoday

●Thebiggestpainpointsinchargebackmanagement

●Howmerchantscanrealizeabrighterfutureforchargebackmanagement

Atahighlevel,theresearchfound:

Chargebackscontinuerisingwith76%ofchargebackmanagersseeingasmanyormorechargebacksYoY.

Merchantsstruggletorecoupcosts,withthreeinfourmerchantsrecoveringlessthanhalfofallchargebacks.

Moreworryingly,merchantsknowinglyletrevenueslip

away,withmorethan73%sayingthat20%ormoreoftheirchargebacksarefirst-partyfraud(fraudulentchargebacksbycustomers).

Thetruecostofchargebacksquicklycreepsupbeyondlostmerchandiserevenue,drivenbycomplex,time-consuming,andinefficientchargebackmanagementprocesses.

Whenitcomestomanagingchargebackdisputes,merchantswantmoreautomation,platformconsolidation,betterdatamanagementandreportingabilities,andmoretoolstoaidprevention.

Chargebackchallengesandwhatyoucandoaboutthem

Executivesummary

4

Keyelements

tounderstandingchargeback

challenges

01

Chargebacksexisttoprotectcardholders,butincreasingly,they

enableconsumerstobehavebadly,recoupingfundsunderfalse

pretenses.First-partyfraud,referringtochargebacksfiledforfalsereasons,informsasignificantportionofchargebacks—and

merchantsknowit.Buttheinefficienciesandtechnicalcomplexitiesofcurrentmanagementprocessesmakeitmorecostlytodisputefraudulentclaimsthantosimplyaccepttheminthelongrun.

Inefficienciesinchargeback

managementforcemerchants

toallowrevenuetoslipaway.

Thisprofiterosionhasreachedanepidemicpointaschargebackfigurescontinuetorise.

5

Methodology

RiskifiedpartneredwithindustryadvisorsPaladinFraudtointerviewmorethan300merchantsworldwide,specificallythepersonneldealingwithchargebackmanagementeveryday,todiscover:

●Thesizeofthechargebackchallenge

●Howmerchantsmanagechargebackstoday

●Thebiggestpainpointsinchargebackmanagement

●Howmerchantscanrealizeabrighterfutureforchargebackmanagement

Thecompaniesrepresentedincludeawiderangeofverticalsacrossphysicalanddigitalgoods,includingfashion,travel,

food(groceryanddelivery),electronics,andmarketplaces,amongothers.

ThemajorityofrespondentsoperatewithinNorthAmerica,withsignificantrepresentationfromEMEA(Europe,MiddleEast,Africa),LatinAmerica,andtheAsiaPacificregions.

Merchantsbyregion

NorthAmerica:41%

EMEA(Europe,MiddleEast,Africa):23%

LatinAmerica:19%

AsiaPacific:16%

Other:1%

Chargebackchallengesandwhatyoucandoaboutthem

Methodology

6

Annualrevenueofmerchants

Percentageofmerchants

Asubstantialportionofmerchantsinthestudyreported

annualsalesvolumesbetween$500millionand$3billion,followedbythoseinthe$75millionto$500millionrange.

Chargebackchallengesandwhatyoucandoaboutthem

Methodology

Participantsbycompanydepartment

Risk/lossprevention

Other

Accountingorfinance

Customersuccess

Independent/

cross-

dept.team

Percentageofmerchants

Chargebackmanagementteamsoperatethroughdifferentoperationalstructures.Justover50%ofthoseinthestudyreportthroughadedicatedrisk/losspreventionteamwithjustunder18%throughcustomersuccess.

7

Glossaryoffourkeyterms

01

Chargebackrate

Thepercentageofchargebacksamerchantreceivesoutofallsales.

02

Chargebackwinrate

Thepercentageofchargebackdisputes

thatamerchantsuccessfullywinsoutofallchargebacksdisputed.

03

Chargebackrecoveryrate

Thepercentageofchargebackdisputes

thatamerchantsuccessfullywinsoutofallchargebacksreceived(whetherdisputed,accepted,orotherwise).

04

First-partyfraud

Alsoknownas“chargebackfraud,”

“chargebackabuse,”and“liarbuyer,”first-partyfraudreferstochargebacksthathavebeen

filedfraudulentlybycustomers.

Chargebackchallengesandwhatyoucandoaboutthem

Glossary

8

02

Howmanagingchargebacks

becamechaoticformerchants

Inrecentyears,ecommercesalessurgedandchargebacks

skyrocketed.Infact,inthelastyearalone,morethanthreeoutoffour

customers

intheUnitedStatesandUnitedKingdomfileda

chargeback*—anall-timehigh.Chargebacksnowrepresentanormalpartofconsumeronlineshoppingbehaviorandasignificantpartof

ecommercebusinessmanagement.

Threeoutoffour

customersintheUnitedStatesandUnitedKingdomfileda

chargebackinthelastyearalone—anall-timehigh.*

*Consumerattitudestowardschargebacksin2023:ComparingtheU.KwiththeU.S.9

(TelAviv:JUSTT,2023)

https://justt.ai/consumer-attitudes-towards-chargebacks/

Theupwardtrendinchargebacks,inpart,stemsbacktotheCOVIDpandemic.Ofcourse,onlinereturnsandchargebacksexistedbefore2020,buttwokeybehavioralshiftslefta

lastingimpact:

●First,customerswereafraidtoleavethehousetoshop,spurringtheonlineshoppingboom.

●Second,chargebackstookoffaspeoplewere

alsolessinclinedtogothroughthereturnsprocess,whichofteninvolvedanin-storevisitoratripto

thepostoffice.

76%ofchargeback

managerssaychargebacks

haveincreasedorremained

steadyinthelastyear,with

morethanathirdofthose

describing“significant”growth.

Chargebackchallengesandwhatyoucandoaboutthem

Howmanagingchargebacksbecamechaoticformerchants

AreyouseeingachangeYoYinthevolumeofchargebacks?

Percentageofmerchants

Chargebacksbecamepopularduringthepandemicfortheirconvenienceandsafety.Muchlikeonlineshopping,this

chargebackstrenddidn’trecedewhenlifereturnedto

normal.It’sreasonabletoassumecustomerpsychology

changedtoo—ifsuccessfullyreimbursedviaachargeback,customersfeelemboldenedtoclaimagain.Abusiveand

fraudulentclaimsbecamefarmorenormalizedwithoutthetraditionalfeelingsof“shame”associatedwithcommittingfraudin-store.

10

Merchants’profitscontinuetoerodeyearoveryeardueto

chargebacks.Withsomucheffortandcostinvolvedin

disputingchargebacks,it’sunsurprisingmanymerchants

weighwhetherit’sworththeeffortorcheaper,inthelongrun,tosimplyacceptfraudulentchargebacksasacostofdoing

business.

Threeinfourmerchantsrecoverlessthanhalfofallchargebacks

Nearly60%leave40%ormoreofchargebacksundisputed

Atwhatratedoyoudisputechargebacks?

Chargebackchallengesandwhatyoucandoaboutthem

Howmanagingchargebacksbecamechaoticformerchants

Percentageofmerchants

11

Merchantsfaceimpossibledecisionsconsideringwhich

chargebackstheycansourceenoughevidencefororarelikelytowin.AfterperiodsofhighspendingsuchasBlackFriday/CyberMonday,soonaftercomesaninfluxof

chargebacksthatteamssimplydon’thavetheresourcestohandle.

Morethan73%ofmerchants

believe20%ormoreoftheir

chargebacksarefirst-partyfraud.

Fraudchargebacksthatarefirst-partyfraud

Percentageofmerchants

Chargebackchallengesandwhatyoucandoaboutthem

Howmanagingchargebacksbecamechaoticformerchants

12

03

Whychargebackmanagementissocomplex

Thetruecostofchargebackmanagementcreepsupfromdisparatesources,fromvaryingbankprocessingfeestothecostofgoodsandserviceslost—plustheoperationalexpensestorampupstaffto

supportchargebackoperationsduringseasonalspikes.Withmostmerchantsoperatingacrossseveralpaymentgateways,truly

comprehendingthecostandcomplexityofchargebackmanagementcanbeastruggle.

Theobviouscost—reversalofsale

●Valueoflostmerchandise

●Shippingcosts

●Chargebackprocessingfee

●Operationalcosts

○Full-timeemployeesworkingonchargebackteams—onaverageonetothree

○Employeetimeoneachdispute

○Rootcauseanalysisandprevention

●Marketingcoststopromotetheitem

●Riskoflosinganacquiringaccountandpotentialfines(inextremecases)

Thefindingsinthisresearchrevealthreekeychallengesdrivingchargebackmanagementcostsandprofiterosion:operational,technical,andbureaucratic.

13

Keychargebackmanagementchallenges

55%

managemultiple

chargebacksacrossmultiplesystems

55%

findprocesstootime-consuming

36%

lackvisibilityanddifficultyin

monitoringandreporting

35%

can’taccessoruseallrelevantdataasevidence

Chargebackchallengesandwhatyoucandoaboutthem

Whychargebackmanagementissocomplex

14

Currentchargebackmanagementchallenges

Processistootime-consuming

Lackofvisibility,difficultymonitoring,andreporting

Inabilitytoaccessoruseallrelevantdataasevidence

Performanceistoolow

Notenoughheadcount

Difficultywithscalabilityresultingfromincreasedvolume

Other

Percentageofmerchants

Chargebackchallengesandwhatyoucandoaboutthem

Whychargebackmanagementissocomplex

15

Operationalchallenges

tochargebackmanagement

Today,sizableteamsfocusonmanagingchargebacks.

Eventhe“simple”firststepsofidentifyingandcategorizingchargebackstakestime.However,justover60%of

chargebackteamsoperatewithonlyonetothreefull-timeemployees,androughlythesamepercentagemanage

chargebacksfullymanually.

Thehoursquicklyaddupwhennearlytwoinfivemerchantsspendatleast10minutesperdispute,and18%spendmorethan20minutesadispute.Teamsalsoinvestsignificant

timeinrootcauseanalysisandpreventionefforts,ahighlyresource-intensiveactivityifdonemanually.Unsurprisinglythen,that55%thinktheprocessistootime-consuming.

61%ofchargebackteams

operatewithonetothreefull-timeemployees.

Numberoffull-timechargebackmanagementemployees

Percentageofmerchants

Chargebackchallengesandwhatyoucandoaboutthem

Whychargebackmanagementissocomplex

16

Operationalchallenges

tochargebackmanagement

Towinachargebackdispute,merchantsneedtocompile

evidencefromvariousgateways,teams,anddatastreams.

Thismeansdisputesandevidencecaneasilyfallthrough

thecracks,notforgettingthatteamsoutsideoffraudand

chargebackmanagementwillnaturallyconsideritlessofa

prioritytofindandsupplyevidence,whichcanfurtherhamperefforts.

Twooutoffivemerchantsspendatleast

10minutesperdispute

18%spend20+minutesperdispute

Howmuchtimeonechargebacktakestoprocess

Percentageofmerchants

Chargebackchallengesandwhatyoucandoaboutthem

Whychargebackmanagementissocomplex

17

Technicalchallengestochargebackmanagement

Technicalchallengesalsocausemajorheadachesin

chargebackmanagement.Mostmerchantsworkwith

severalpaymentserviceproviders(PSPs)andacquirers,soamajorchallengehereisthefragmentedtechnicaloperationthatunfolds.

Firstofall,teamsaccessandcorrelateinformationfrom

variousdisconnectedsystems,makingtheprocessslow

andcomplicated.Collectingandorganizingevidencefromseparatesourcesaddstothemanualload,leadingto

increasedhumanprocessingtimeandhigherriskoferrors.Finally,thedisparate,disjointedsystemscreatefragmenteddatathatteamsstruggletocollate,interpret,andmake

effectiveuseof.Theendresult:alackofclarity

intodisputeperformance,anddifficultytrackingandreportingonKPIs.

Merchantresponsessupportthis—morethanhalf(55%)

foundhavingtomanagechargebacksacrossmultiple

systemswasamajorchallenge.Theinabilitytoaccessoruseallrelevantdataasevidenceremainsakeychallengefor

35%,whileasimilarnumberfeltalackofvisibilityand

difficultyinmonitoringandreportingweremajorhurdles.

55%

managemultiple

chargebacksacrossavarietyofsystems

35%

can’taccessoruseallrelevant

dataasevidence

Chargebackchallengesandwhatyoucandoaboutthem

Whychargebackmanagementissocomplex

18

Bureaucraticchallengestochargebackmanagement

Disputingchargebackclaimsalsocomeswithlotsof

regulationsandrules,primarilyfromcardschemesand

issuers,thatmaketheprocessmorecomplicatedandrequiremerchantstokeepaneyeonchangesandupdateprocessesquicklyinlinewithregulations.

Paymentnetworksenforceincreasinglystricterguidelines

abouthowmuchinformationtheyneedtoauthorizea

chargeback.Periodically,theseregulationsevolvetoo.Forexample,Visarolledout

CompellingEvidence(CE)3.0

*in

April2023forfraudchargebacks,while

PayPalchangedits

SellerProtectionProgram

**rulesinJanuary2024.Bothof

theserequiredmerchantstoquicklyadjustprocessesto

maintaincomplianceandsuccessfullyfiledisputes.Finally,inextremecasesofexcessivechargebacks,merchantsrisk

losingacquiringaccountsorrackinguppotentialfines.

*AlonLivneh,“UpdatestoVisaCompellingEvidence:WhattoknowaboutCE3.0”Riskified,March9,2023.

**DanielKolko,“PayPalannouncessellerprotectionrulechangesformerchants—here’swhat’schanged”Justt.ai,January2,2024.

Chargebackchallengesandwhatyoucandoaboutthem

Whychargebackmanagementissocomplex

19

Spotlight:Travelandchargebackmanagement

Theresearchrevealedthattravelcompaniesonthewholebenchmarkhigherthananyotherindustryforannual

chargebackratesandillustratessomeofthekeychallenges:

●Lower-than-averagerecoveryrates:Nearly90%of

respondentsseerevenuerecoveryoflessthan45%,

andzeroofthetravelmerchantssurveyedsawrecoveryratesabove60%.

●Highratesoffirst-partyfraud:Halfoftravelmerchantsestimatedtheirrateofabusivechargebacksabove40%.

●Worryinglylowdisputerates:Justover50%oftravelmerchantsdisputelessthan10%oftheirchargebacks,andonly14%disputebetween80%to100%.

●Biginternalteams:Themajorityhavefourfull-time

employees,while21%havemorethanfiveemployeesdedicatedtochargebacks.

Whatwouldmakethedifference?

Travelmerchantsoverwhelmingly(86%)wanttoautomatesomeoralloftheprocess.They’dalsoliketohaveone

centralizedplatformandtheabilitytomakebetteruseofdatatodisputechargebacks.

Travelmerchants(86%)

overwhelminglywanttoautomatesomeorallofthechargeback

managementprocess.

Specialconsideration:Onlinetravelagencies

andchargebacks

Onlinetravelagencies(OTAs)faceacute,uniquechallengeswithchargebacksbecauseoftheintermediaryroleplayed

betweencustomersandairlines.OTAshavenodirectcontrolovermuchofthedataneededtoevidenceanddisputea

chargeback,includingdataandtransactiondetailsfromtheairline,proofofservice,orcustomerinteractioninsights.

Relyingonairlinestoprovideaccurateandtimelyinformationthereforeexacerbatesexistingchargebackmanagement

challengesandsignificantlyhinderstheabilitytodisputechargebacks.

20

Chargebackchallengesandwhatyoucandoaboutthem

Whychargebackmanagementissocomplex

Chargeback

management

transformed—

fromcostbuckettorevenue

recoverymachine

04

Chargebackmanagementcreptupontheecommerceindustryasanissue.Risingchargebackratesexacerbatedthecomplexityandlostrevenuestoapointwhereitcannolongerbeignored.JustasfraudpreventionshiftedinthelastdecadetobecomemoresophisticatedandAI-based,chargebackmanagementisreadytohaveitsdigital

transformationmoment.

21

Howcanchargebackmanagementbemoreeffectiveandefficient?

Merchantscurrentlyuseacombinationofin-house,

third-party,orahybridapproachtomanagement,withthemajority(59%)managingallin-house.

Regardlessofwhatapproachtheytakeorplantotake,

chargebackmanagersknowtheyhavesignificantroomforimprovementtorecovermorerevenueandincrease

efficiency,accuracy,andmeasurement.

Mostimportantwaystochangechargebackmanagement

●Increasedautomation:

Themostrequestedimprovementacrossmerchants(65%)wasforamoreautomatedprocess.

●Simple,centralizedaccess:

Halfofrespondentsstressedtheneedtobeabletoaccessallchargebacksinoneplace.

●Betterlabelingandevidencemanagement:

Lessthan15%ofrespondentscustomizecompellingevidencebygateway/PSP,just17%byissuer,andastaggering35%don’tevencustomizeforreason

categories.

●Improvedpreventionstrategies:

Onethirdofchargebackmanagersfeltthattheycould

getmoreinvolvedinprevention,usingrootcausechargebackdataasafeedbackloopintothe

fraud-screeningprocess.

Chargebackchallengesandwhatyoucandoaboutthem

Chargebackmanagementtransformed—fromcostbuckettorevenuerecoverymachine

22

Topwaystochangechargebackmanagement

Automatesomeoralloftheprocess

Manageallchargebacksfromonecentralizedplatform

Improvemeasurementandreporting

Usemoredataincompellingevidence

Getmoreinvolvedinupfrontchargeback(fraud)prevention

Hiremorepersonnel

65%

automate

someorall

oftheprocess

Percentageofmerchants

50%

manageall

chargebacksfromonecentralized

platform

47%

improve

measurementandreporting

46%

usemoredataincompellingevidence

32%

increase

involvementin

upfrontchargebackprevention

Chargebackchallengesandwhatyoucandoaboutthem

Chargebackmanagementtransformed—fromcostbuckettorevenuerecoverymachine

23

Fourways

merchants

canimprovechargebackmanagement

05

01Automation

Applyingautomationtosomeorallofthechargebackmanagementprocessincreasesefficiencymoreeffectivelythananyotheraction.Automationcanbeappliedinatieredstrategytoo.Forexample,

lowervalueormorestraightforwardchargebackscanbeautomated,whilemorecomplex,sensitive,andhighervaluecaseshandledwiththeexpertiseofagents.Automationalsofreesupteamstofocusonmorestrategicandchallengingdisputesandempowersthemto

tacklewhatmightpreviouslyhavegoneuncontested.

24

Fourwaysmerchantscanimprovechargebackmanagement

02Platformconsolidation

Centralizingdifferentchargebacksourcesnotonlymakeslife