One of the frequently asked questions we have, “How can I reduce chargebacks in my contact centre?”
Suspicious Cardholder Not Present Payments
There are a number of ways you can do this, but one of our preferred ways is to look at the solutions that we provide an in a Cardholder Not Present (CNP) environment. We have the ability to interpret the information coming through from a client to decide whether there’s any history, previous history of chargeback, or suspected history of chargeback.
We find this a lot in data collection agencies, utility companies, weekly-by-to rent companies where they often will make a payment, they’ve took about trouble to get to that client. Then when they try and take the payment, they think it’s all done, and then three months later, they see a chargeback come through against that payment, and they have to start all over again.
Removing The Risk
One of the best ways to deal with that is to filter those customers, so that when the call comes through, if you have previously used evidence for that customer, our system will detect it, and instead of delivering that call through to a self-service IVR or the contact centre itself, it will send a parameterised hyperlink to that person’s device. When they open that, a branded webpage comes up with all of the identifiers required through DPA, and also locks in the amount and the terms of how they wish to pay. That allows the customer to self-serve in web, but also means that you’ve got 3DS (3 dimensional security) attached. Therefore, once that payment has been put through, that customer can no longer say that they didn’t make the payment.
What this does rather than forcing, as a lot of companies have done, of stopping taking payments over the phone completely to deal with chargeback, this allows you to look after the customers who are responsible, who genuinely will pay, they can come through to the contact centre. If there was an issue during the call and the agent felt that perhaps this was a potentially risky client, they can simply invoke the SMS to the customer at that point, which will contain the same parameterised link and the customer can fill that in and complete the 3DS.
A Smoother Process
Again, even if it slipped through the checks you’ve made, you still have that as an outcome that you can deal with for that particular customer. By doing this, it shows that you’re respecting the clients that behave properly, you’re not making extra hurdles that will slow down the collection ratio and allowing you to run your business in a lot smoother manner.
If you need any further information or would like to explain the situation you’re in and how this is affecting you, please contact us with the details on screen. One of my team can help you through this journey. Call +44 (0) 1302 513 000 or email [email protected]
Presented by Mark Kelly – Chief Commercial Officer (CCO) at Key IVR