Quote:
Originally Posted by epitome
Actually offer the product you promise and 99.5% will not request a refund. You're doing something wrong if you even notice that 0.5%.
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I'm not sure - even with a strong "policy" in place and 100% fulfillment etc we still get more than .5% (1 in 200)
Here is another opinion:
"?We?ve found that 58 percent of cardholders never contact the merchant before filing a transaction dispute, and another 28 percent only contact the merchant after the dispute had already been filed,? Eaton-Cardone said, adding that consumers who do not contact the merchant before filing a claim with their bank ?suggests a potential for dishonesty or laziness.?
Eaton-Cardone says the practice is exacerbated by the fact that banks may actually be encouraging friendly fraud by offering zero liability services and demanding only minimal substantiation for a consumers? dispute; she further stressed the importance for credit card issuers, merchants and consumers to collaborate against friendly fraud and reduce trickle-down costs for everyone involved."
Some consumers just see a chargeback as an easy way to get a quick refund without having to explain themselves.