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Thank Netbilling, you guys are great!
I do offer 24/7 support via phone and text (some people prefer to text). But none of the customers that issue a chargeback have ever made an attempt to contact me. Because they know how to use the system.
Even the banks that can clearly see the billing descriptor with the merchant URL and phone number have not (ever) called to possibly resolve the issue.
I even have daily reporting from the merchant bank to catch a chargeback within a day or two after it is filed. *That does help.
If I at least had the option I would provide a refund. It might hurt business depending on the amount but the only other choice I have is a chargeback. That's the unfortunate corner merchants are put in and from what I can tell there really is no defense offered.
Have you ever considered building a validation center that merchants can use for an additional expense. For example if a customer reaches a transaction limit an API can be used that will direct the customer to you to further verify that they are the card holder and collect the data needed to fight any potential chargeback.
I only ask because I think it would be a great feature, protect merchants and you have a great name in the industry. Smaller sites would face more resistance to this for fear of have their identity stolen.
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