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psyko514 · 11-02-2002, 04:35 PM

For those who don't know me, I work for Visa up here in Canada. I'm a Customer Service rep, so when a cardholder has a problem, they call me up.
Often enough, I get calls for cardholders disputing charges from Ibill, CCbill, Globill, etc. When I get a call like that, instead of beginning a chargeback right away, I advise the caller to visit the Customer Service site of the processor and fill out the form to get their membership info. If at that point, they still don't recognize, then they can call me back to initiate a chargeback.

Recently, a co-worker and myself have been working on a project which we're going to present to the director of my call center. The project would entail incorporating my procedures into training, so that every agent in my call center will advise the cardholder to check their charge online first.
Personally, I stop an average of 5-10 chargebacks a month. Not a lot, I know... but if you multiply that by 100 agents in my call center, that's 500-1000 chargebacks stopped a month.
If the project is successful, it'll spread to the other two call centers for my bank in Canada, meaning approx. 1500-3000 chargebacks getting stopped a month.
At that point, my girlfriend who works for Visa as well, but a different bank, will present the idea to her director and hopefully have the same results at her bank. With two banks successfully implementing this, it might eventually be presented to Visa Canada or Visa International.

Now obviously, a lot of people won't bother to check the charge and then just send the letter to initiate the chargeback. Or they'll check and send us a letter anyways. To avoid cases like this of cardholder fraud, my co-worker and I came up with a second plan. When a cardholder disputes a charge, we obviously have their card number, but we usually don't have their email address and never have their subscription id. You need two of those to check charges at Ibill, CCBill and Paycom. Without that, we wouldn't be able to prove that the cardholder signed up or not. So we called up the "Big 3" and all three agreed to release email address/subscription id and even ip addresses to us provided we have the account number. That way, we'll be able to filter out which chargebacks are valid or not.

Why am I posting this? Two reasons. First, I want you guys to know that all of us at Visa aren't assholes keen on ruining adult webmasters (myself being both a Visa employee and an adult webmaster). Second, I want feedback, opinions, comments, etc. Do you guys think this'll work? Do you think it'll make a difference, etc? Let me know! Thanks!

11-02-2002, 04:35 PM
psyko514 See sig. Join Epic Cash. Join Date: Oct 2002 Location: Montreal, Quebec. ICQ: 214702014 Posts: 22,366	Stomping out chargebacks at Visa... For those who don't know me, I work for Visa up here in Canada. I'm a Customer Service rep, so when a cardholder has a problem, they call me up. Often enough, I get calls for cardholders disputing charges from Ibill, CCbill, Globill, etc. When I get a call like that, instead of beginning a chargeback right away, I advise the caller to visit the Customer Service site of the processor and fill out the form to get their membership info. If at that point, they still don't recognize, then they can call me back to initiate a chargeback. Recently, a co-worker and myself have been working on a project which we're going to present to the director of my call center. The project would entail incorporating my procedures into training, so that every agent in my call center will advise the cardholder to check their charge online first. Personally, I stop an average of 5-10 chargebacks a month. Not a lot, I know... but if you multiply that by 100 agents in my call center, that's 500-1000 chargebacks stopped a month. If the project is successful, it'll spread to the other two call centers for my bank in Canada, meaning approx. 1500-3000 chargebacks getting stopped a month. At that point, my girlfriend who works for Visa as well, but a different bank, will present the idea to her director and hopefully have the same results at her bank. With two banks successfully implementing this, it might eventually be presented to Visa Canada or Visa International. Now obviously, a lot of people won't bother to check the charge and then just send the letter to initiate the chargeback. Or they'll check and send us a letter anyways. To avoid cases like this of cardholder fraud, my co-worker and I came up with a second plan. When a cardholder disputes a charge, we obviously have their card number, but we usually don't have their email address and never have their subscription id. You need two of those to check charges at Ibill, CCBill and Paycom. Without that, we wouldn't be able to prove that the cardholder signed up or not. So we called up the "Big 3" and all three agreed to release email address/subscription id and even ip addresses to us provided we have the account number. That way, we'll be able to filter out which chargebacks are valid or not. Why am I posting this? Two reasons. First, I want you guys to know that all of us at Visa aren't assholes keen on ruining adult webmasters (myself being both a Visa employee and an adult webmaster). Second, I want feedback, opinions, comments, etc. Do you guys think this'll work? Do you think it'll make a difference, etc? Let me know! Thanks!