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ReadersSpeak

"A key challenge with the travel sec-
tor is its inherent risk, with labor, fuel
and real estate becoming increasing-
ly expensive. As a result, these busi-
nesses already tread a fine line when
it comes to maintaining margins,
making them less prepared for unex-
Travel businesses need a new approach to COVID-19 chargebacks pected chargeback surges that could
create an unmanageable effect.
e received the following perspective from Monica Eaton-
Cardone, owner, co-founder and chief operating officer of "To help sustain travel companies,
Chargebacks911, a risk mitigation and chargeback management this week Visa announced a freeze
W service provider. She specializes in chargeback triggers and on threshold penalties – meaning
threats, endeavoring to reduce the liabilities and costs related to the entire airlines will not be penalized for the
dispute and chargeback process: number of chargebacks they receive.
Mastercard is expected to follow suit
"The coronavirus pandemic has had a huge impact on businesses around the and opportunities exist for acquirers
world, and some of the hardest hit are in the travel sector," Eaton-Cardone to extend much needed support.
wrote. "Whether it's due to lockdowns or border restrictions, travel across the
globe has dramatically subsided. What's more, many customers are looking to "Friendly fraud is not a new enemy to
free up money from past transactions and, in a panic, are going to their banks travel, with rates increasing year over
to claim it back. year. The impact of COVID-19 means
it's even more important for compa-
"As a result, travel operators and airlines are experiencing a huge influx of il- nies to keep up with their defense
legitimate chargebacks, also known as friendly fraud. Companies in the travel strategies. What money they have
sector should expect this type of fraud to increase three-fold before COVID-19 saved by cutting costs is likely to be
begins to subside, with the vast majority still to come. diminished, so it's essential that they
budget for a rise in chargebacks and
friendly fraud. To prioritize survival,
businesses would be well advised to
shift their focus from keeping cus-
REIMAGINE THE ART OF USAEPAY.COM tomers happy and instead should
protect their revenue and business
TRANSACTION RETAIL E-COMMERCE M MOBILEOBILE to ensure they are around to serve
thankful customers in the future.

"To get more advice on chargeback
management during the COVID-19
outbreak, visit https://chargebacks911.
com/ "
We wish to thank Monica Eaton-Car-
done for sharing her insights here in
Readers Speak. In addition, we con-
gratulate her on having been recog-
nized by the Retail Systems Awards
where she received the Outstand-
ing Individual Achievement honor.
About the award, she noted that her
"insights on digital threats, online
fraud, friendly fraud and risk mitiga-
tion are a byproduct of her passion for
creating both revenue and customer
sustainability." Also, Eaton-Cardone
previously contributed an article to
our Views section: "Resolutions + nu-
traceuticals = chargebacks," published
March 28, 2016, in issue 16:03:02. You
can find it here: www.greensheet.com/
emagazine.php?article_id=4844.

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