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Survey : What is your Chargeback ratio?

Hi.
I would like to know the Chargeback ratio you have.
Mine is ~1.2%
What yours?
mb12 Send private email
Wednesday, September 04, 2013
 
 
Chargeback?  I've had 5 chargebacks something north of 15,000 transactions.  Refund rate is right around 1%.  A good percentage of refunds are purchase errors (such as purchasing twice or purchasing an unwanted upgrade).
Mark Nemtsas Send private email
Wednesday, September 04, 2013
 
 
Rounded to the nearest percent, chargeback is 0%. Refunds are around 1%.
Scott Send private email
Wednesday, September 04, 2013
 
 
Chargebacks: 0

Refunds: I think 2 in close to 5000 transactions. The first one was a total asshole, the second bought by accident.
Bring back anon Send private email
Wednesday, September 04, 2013
 
 
Refunds: approx 1%
Chargebacks: approx 0.1%

Many of the refunds are due to duplicate purchases, rather than them being unhappy with the product. E.g. they buy twice and I refund 1.

Many of the chargeback are because they didn't recognise 'Avangate' on their credit card statement and are resolved in my favour.
Andy Brice Send private email
Thursday, September 05, 2013
 
 
BTW You could argue that if you refund rate is really low, then you aren't marketing your product hard enough.
Andy Brice Send private email
Thursday, September 05, 2013
 
 
Andy, I can see that point of view.
Bring back anon Send private email
Thursday, September 05, 2013
 
 
Across various products and services for about 15 years, chargebacks - 0.

Refunds come from older software that doesn't run on 64 bit Windows and things like that. Generally refunds are way lower than you'd expect, even with outrageous guarantees.




AC
Reluctantlyregistered Send private email
Thursday, September 05, 2013
 
 
*
Generally refunds are way lower than you'd expect, even with outrageous guarantees.
*

So true.  Generally people are very honest.  It's rather heartening.
Mark Nemtsas Send private email
Thursday, September 05, 2013
 
 
With Plimus I have 0.9% chargebacks ratio - most of them with"Cardholder did not authorize the transaction"

This is solid ever since i started working with them 1 year ago.
Before that it was shareit with 1.6% chargeback ratio.
Not Now Send private email
Saturday, September 07, 2013
 
 
After I switched to PayPro Global I have 0 chargebacks in 3 years.

Their fraud check is really good.

My software price is above $100  and as far as I know they phone customers to verify.  I don't know if they phone to check  every order, but probably at least when the order is suspicious.
MatrixFailure Send private email
Tuesday, September 10, 2013
 
 
After I switched to Avangate I have 0 chargebacks in 3 years.

Their fraud check is really good.

My software price is above $499.
Alex Vasilevsky Send private email
Wednesday, September 11, 2013
 
 
2 options.
1) Everyone here that replied works for the eCommerce company they write about - 0 chargebacks ...
Or
2) Something is really wrong with my ratio.

I hope more of you the vendors can reply with their chrageback data.

Thanks.
mb12 Send private email
Thursday, September 12, 2013
 
 
@mb12


Chargeback ratio depends on the price of your app and the target market. If you have a low priced piece of consumer software then you'll have a much higher chargeback ratio than if you had a high priced piece of business software.

A lot of chargebacks are preventable by not taking the transaction in the first place. For instance, if you see a credit card from Utah being used from a computer in Vietnam, then you're almost certainly seeing a fraudulent transaction. You can either ask for more information in these cases or just deny the transaction outright.

Similarly if you have a good refund policy (and the users actually know about the refund policy) then you'll reduce chargebacks from legit users that just want a refund.
Wyatt O'Day Send private email
Thursday, September 12, 2013
 
 
Wyatt O'Day Hi.
I use Plimus so they handle the fraud system and they do prevent transactions like you wrote where countries do not match.

M software price is $49 there are no refund request that becomes chargebacks.
But still my chargebacks ratio is ~1.2%
mb12 Send private email
Thursday, September 12, 2013
 
 
About 1%
Darren Send private email
Thursday, September 19, 2013
 
 

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