Debate: Finance or Customer Support?

Chargebacks – Fraud – Claims – Disputes – Refunds
Here is the deal: A lot of Customer success directors want to own the Risk/Chargeback manager of the company they work for.

Not so fast. Do you know the difference between a refund and a chargeback?
Do you know the difference between a dispute and a claim?
Does your back end translate the difference?

1. Disputes should be under Customer Success, since the customer needs some help for a purchase that was either never received, or received and has an issue.
There is where the Customer success department sets the policy for such transactions to make a customer happy.

2. Claims and chargebacks fall 100% under Finance department, since it involves money/revenue at risk to be lost.
This is where your Risk Manager fights back against all those transactions and with a few clever steps wins them for the Company.

3. Fraud: Also under Finance Department. Here is where the Risk Manager sets up and adds fraud filters to all your online transaction channels.

If your company is selling only digital goods, take a look at FASTSPRING
They do everything for you and they are the best at becoming your shopping cart, payment processor and everything you need without the headaches.

 

 

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