Getting to Grips With Chargebacks

E-commerce Loss

E-commerce Loss


John Low, Group Head of Digital Risk, Frasers Group

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Getting to Grips With Chargebacks

Date and Time

May 23rd - 1pm UK time



23 May 1:00 PM

As E-commerce becomes an ever more important aspect of the retail landscape, businesses operating in this environment have to grapple with the potentially thorny issue of chargebacks – the reversing of a payment made by a consumer to a merchant, undertaken by a payment card provider.

Driven largely by disputes over product/service delivery and quality, billing errors, or credit card fraud, chargebacks are an important aspect of E-commerce activities that need to be carefully monitored and managed by retail businesses. In this session, we will hear from a number of retailers on how they are addressing this issue, looking particularly to answer the following questions:

  • What are the main drivers of chargebacks and how do they vary between retailers?
  • Who should be responsible for managing chargebacks?
  • Should chargebacks be managed internally or by a third party?
  • How can chargeback disputes be more effectively managed?
  • How can data be used to manage chargebacks more effectively and apportion liability?
  • Is there an ‘optimum’ number of chargebacks to maximise retail profitability?
  • How do you develop a sustainable relationship with financial institutions?
  • How might the issue of chargebacks evolve in the future?

This meeting is for retailers, brand owners and academics only.


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