Page 41 - GS191201

Education

on your Google account was fraudulent. (Banks call Teach your merchants
these "fraud chargebacks.") Fraudsters are very aware of businesses that don't fight
"Because fraud chargebacks usually occur when a pay- their chargebacks. When a company makes itself an easy
ment method is used without the account owner's au- mark by writing chargebacks off as a cost of doing busi-
thorization—indicating that the Google account has ness, these fraudsters will keep making and disputing
been compromised—we automatically suspend ac- purchases for as long as they possibly can.
counts that receive chargebacks to prevent further po-
tentially fraudulent charges. This holiday season, your merchants are going to see more
"With regard to your account, however, our security chargebacks than ever before. Urge them to use this as a
team has found these charges to be legitimate. Their teaching opportunity in the following ways:
review of your account found no signs of unauthor- • Teach in-house teams how to address chargebacks
ized logins or your account having been taken over by and safeguard their businesses from fraud at every
someone else. level.
"If there are further fraud chargebacks for legitimate • Teach customers they are not anonymous, and
charges, we reserve the right to ask for reversal of these watch them charge fewer things back.
chargebacks. Failure to reverse the chargebacks will
result in the permanent closure of your payments pro- • Teach fraudsters that merchant businesses have
file." teeth and won't idly allow fraudsters to game their
systems.
Educating customers is great for a number of reasons, but
the main takeaway here is that the customer probably al- Suresh Dakshina is co-founder and president of Chargeback Gurus. A
ready knew what they were doing was wrong, but they pioneer in data analytics and industry-specific risk management, he is a
are now aware you are paying attention. After receiving certified ecommerce fraud prevention specialist and Certified Payments
such a note, they will be less likely to repeat the behavior professional. He understands first-hand the challenges that business
and may discourage others from committing this type of owners face, especially when it comes to chargebacks and fraud.
fraud. Contact him at suresh@chargebackgurus.com.