Overview

Providing a valued product and positive customer experience are not the only considerations for merchants looking after their bottom line. While merchants may not have gone into business to become experts on fraud and chargebacks, managing for them requires hefty investment that comprises up to 20% of operational spending. Hiring and training personnel and investing in fraud prevention and chargeback management technology solutions divert funds from revenue-generating activity, leaving merchants feeling as though they are chasing bad money with good. This study explores the burden and underlying drivers and motivations for investment in fraud and chargeback management, as well as its impact on the ability of merchants to be successful in growing their businesses.