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CompanyProfile

Global dispute remediation at scale

ounded in Tampa Bay, Fla., by Monica Eaton-
Cardone and Gary Cardone, Chargebacks911
prides itself on having protected more than 10
F billion online transactions and recovered over
$1 billion in falsely disputed and stolen revenue. Today,
the firm offers chargeback management, remediation
and dispute resolution to merchants in 87 countries,
employing more than 400 fintech professionals in North
America, Europe and Asia. A sister company, Fi911, pro- ISO/MLS contact:
vides dispute management services to banks and serves Ben Scrancher
some of the world's leading financial institutions.
Senior Vice President Business
Eaton-Cardone, the company's co-founder and chief op- Development
erations officer, stated that chargebacks were once con-
sidered an unavoidable cost of doing business, but the 877-634-9808
company has worked hard to alter that perception. "It's
now widely acknowledged how systemically unfair the B.scrancher@chargebacks911.com
chargeback process can be to sellers, and many want to
join our campaign for change," she said.
maximize revenue and reduce loss, she said, adding that
Gary Cardone, chief executive officer of Chargebacks911, the company has constantly refined, adapted and scaled
agreed, stating chargeback mitigation is a timely resource its technology suite and solutions for managing charge-
for service providers when global ecommerce is on the back compliance and fraud mitigation strategies.
rise. "We will continue to innovate and expand our
technology and solutions to support growing, multi- She also emphasized that the payments industry and fi-
acquired, multi-currency and multi-lingual merchants nancial services sectors can help decrease the negative
and FIs who are raring to take advantage of expanding impact of chargebacks, and this will in turn help pay-
global opportunities," he said. ments industry stakeholders increase revenue retention to
ensure sustainable growth. To this end, Chargebacks911
Milestones, teamwork and Fi911 combine human expertise with advanced au-
Reflecting on the company's expansion over the past de- tomated technologies and artificial intelligence to get to
cade, Eaton-Cardone credited employees for helping raise the heart of chargeback issues. "Our Intelligence Source
chargeback and fraud awareness and inspire change both Detection technology can help identify the true source of
inside and outside of financial services. The company and chargebacks," Eaton-Cardone said. "This helps partners
its knowledgeable staff have helped educate students, and clients recover revenue, effectively mediate disputes,
banks and cardholders by supporting charitable causes safeguard reputations, and proactively prevent future
and by partnering with Citibank, American Express and fraud."
Bank of America on educational initiatives, she pointed Protecting merchants, consumers
out.
"When the cost of fraud rises for the merchant, eventu-
Eaton-Cardone also authored the book, Chargebacks ally it's going to result in higher prices for the consumer,"
for Dummies, a free consumer resource, and has hosted Eaton-Cardone said. "That's why chargeback fraud is like
Chargeback University seminars in London, Toronto, a multibillion-dollar hidden tax on online products."
New York, Chicago, San Francisco and Los Angeles. "Ini-
tially, raising awareness was an uphill battle, but in the Noting that continued ecommerce growth is expected in
past few years there's been a seismic shift in public opin- the next 10 years, Eaton-Cardone pointed out that compa-
ion," Eaton-Cardone said. "Instead of automatically blam- nies like Chargeback911 will play a critical role in protect-
ing the sellers, there is now an acceptance that fraud can ing digital commerce. "There is big change coming over
go both ways in the merchant-consumer relationship." the next decade," Eaton-Cardone said. "We are dealing
with a structural and permanent shift in merchant-led
Built for growth technology and consumer behavior. In order to reduce

Chargebacks911 and Fi911 are dedicated to mitigating the billions that will be lost to invalid payment disputes,
chargeback risk and eliminating chargeback fraud, Ea- we must continue our push for industry-wide effective
ton-Cardone noted. They also work with merchants and chargeback management systems, updated dispute rules
service providers in a variety of industries to help them based on modern (and future) commerce, and adequate
support for both merchants and financial institutions."
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