In our last blog, we touched upon the concept of Liability Shift in card payments. We took a closer look at the various types of liability shifts, their impact on your business, and how choosing the right payment service provider can shield you from potential risks. In this blog, we begin by distinguishing between fraud reporting and fraud chargebacks, explaining their impacts and the importance of addressing each. We then explore various authentication indicators, such as the Electronic Commerce Indicator (ECI) and Universal Cardholder Authentication Field (UCAF), which are crucial in managing and preventing chargebacks. Additionally, we highlight the types of businesses most susceptible to chargeback fraud and the motivations that drive fraudsters. Finally, we discuss comprehensive strategies and the role of advanced risk systems in mitigating these fraud risks, ensuring a more secure and profitable e-commerce environment.

Chargeback fraud, a pervasive challenge for online merchants, can significantly impact business operations and profitability. As the digital economy grows, so does the sophistication of fraudulent activities. This blog delves into the intricacies of fraud chargebacks, its implications for businesses, and effective prevention strategies.

Let us start with a few fundamental questions.

What is the difference between Fraud Reporting and Fraud Chargeback? Are they the same? What should a merchant focus on, and should they be partnering with a payments partner or fraud mitigation partner who takes these seriously and helps them manage these metrics? We help you answer these questions. So, lets dive in!

Fraud Reporting

Fraud reporting is the process when a consumer reports a suspicious transaction to their issuer, it alerts the bank to potential fraud. This can lead to the transaction being flagged for further investigation. Note that in this case, the charge is not reversed and the merchant still keeps the funds collected. The reason for this is that in this case, fraud liability is with the issuer. To know more about liability shift, please read our previous blog “Stay Ahead of Fraud: Understanding Liability Shift in Card Payments”

Do note that this may not have a direct financial impact for merchants on their collections of these payments which have been marked as fraud, but card networks have rules that penalises merchants who have a high fraud reporting.

For fraud reporting where the card issuer takes the liability, we will cover that in more detail in our next blog.

In this blog, let us focus more on Fraud Chargebacks, which are charge reversals due to fraud where the liability of these payments is on the merchants and are more important for merchants to deal with.

Fraud Chargebacks

So, what are fraud chargebacks? Fraud chargebacks are disputes from card holders where they report a fraud to their card issuer stating that they did not use their card for the payment in question. This type of dispute leads to the reversal of the transaction unless the merchant has taken protection or has compelling evidence to prove that it was not a fraud. Fraud chargebacks can significantly impact a merchant's reputation and financial stability.

Fraud chargebacks are also received by the merchant due to another plausible scenario – when a consumer disputes a legitimate transaction, falsely claiming it as unauthorized or that the product was not received or as described. This type of fraud is often referred to as "friendly fraud," despite its detrimental effects on merchants.

Understanding Authentication Indicators

The above the discussion leads us to a critical aspect of how transactions are processed. The two major card networks, Visa and Mastercard, utilize a system of authentication indicators to enhance the security of eCommerce transactions. These indicators, known as the Electronic Commerce Indicator (ECI) and the Universal Cardholder Authentication Field (UCAF), play a crucial role in identifying the level of authentication and securing online payments.

Here's how it works. Authentication indicators are specialized data fields used in eCommerce transactions to convey information about the authentication level and process. These indicators help in differentiating the security levels of various transactions, thereby aiding in fraud prevention and chargeback management.

Purpose: To indicate the level of security and authentication used in an eCommerce transaction.

Key Functions:

• Identify authentication levels.
• Mitigate fraud by highlighting transactions with higher security measures.
• Aid in chargeback management by providing evidence of authentication.

Types of Businesses Affected by Chargeback Fraud

Fraudsters are primarily motivated by monetary gain, driving them to target items with high resale value, such as electronics, luxury goods, and gift cards. This financial incentive leads them to rationalize their behaviour, believing that the rewards outweigh the risks. They often seek out opportunities where security measures are weak and exploit vulnerabilities using techniques like phishing, identity theft, and malware. By selling stolen goods or information on the black market, fraudsters can quickly convert their illicit activities into cash. Understanding these motivations and tactics is crucial for developing effective fraud prevention strategies.

Certain types of businesses are more susceptible to fraud due to the nature of their products and services. Retailers of high-value items, such as electronics and luxury goods, are frequent targets because these products have a high resale value and can be easily liquidated for cash. E-commerce platforms are particularly vulnerable due to the remote nature of transactions, making it harder to verify the identity of buyers. By understanding which businesses are most susceptible, companies can tailor their security measures to better protect against fraud.

1. E-commerce: Online retail is particularly at risk due to the absence of face-to-face interaction.
2. Subscription Services: Recurring payments provide multiple opportunities for fraudulent disputes.
3. Travel and Hospitality: High-ticket items and services can attract fraudsters.
4. Digital Goods: Non-physical products like software, e-books, and virtual items are easy targets since delivery confirmation is often challenging.

The Impact of Chargeback Fraud

1. Revenue Loss: Direct monetary loss from reversed transactions.
2. Operational Disruption: Time and resources spent disputing chargebacks.
3. Merchant Account Risk: High chargeback ratios can jeopardize the ability to process payments.

Strategies for Preventing Chargeback Fraud

Merchants can deploy many strategies to mitigate the risk of chargeback fraud.

1. Enhanced Verification Processes: Implementing robust verification methods, such as CVV checks and 3D Secure authentication, can help ensure the legitimacy of transactions.
2. Regular Monitoring: Continuously monitoring transactions for unusual patterns can help identify and mitigate potential fraud early.
3. A Credible Risk System: Deploy a risk system that helps defend you from fraud. A good risk system usually contains features such as device fingerprinting, behavioural analytics, connection with consortium data providers to let go your good customers while blocking the bad actors.
4. Comprehensive Training: Educating staff on fraud prevention and chargeback management can enhance their ability to identify and mitigate risks.
5. Advanced Fraud Detection Tools: Leveraging AI and machine learning-based tools can provide real-time analysis and flag suspicious activities.
6. Collaborative Efforts: Working closely with payment processors and acquiring banks to develop tailored fraud prevention strategies can significantly reduce chargeback incidents.

Note here that just deploying a rule engine in today’s world of advanced fraud is easy for fraudsters to penetrate. For a market like India, where 3DS is mandatory, it is hard for fraudsters to penetrate the system and carry out fraud. But Indian merchants looking to accept payments from outside of India must use a robust risk system to protect themselves rather than leaning towards a simple rule engine that helps manage payment velocity and limits alone.

An Ideal Risk System

The best way that a merchant can deploy a risk engine is to partner with a payment processor that offers risk and fraud protection as a bundled service to the merchants. Risk systems play a crucial role in protecting businesses from fraud by scoring each transaction and deciding whether it should be processed. These systems use advanced algorithms and machine learning techniques to analyze various data points in real-time. This analysis includes factors such as the transaction amount, customer location, purchase history, customer typing speed and related behaviour, and device information. This helps merchant focus on their own business while ensuring an expert is protecting them from unnecessary fraud for each payment they accept.

Understanding Fraud Chargeback Reason Codes

Fraud chargebacks come with specific reason codes that categorize the nature of the dispute. Familiarity with these codes can help merchants address the root causes of chargebacks. Here are some examples from major card networks:

Visa Reason Codes

10.4 Other Fraud - Card-Absent Environment:

This code is used when a transaction is disputed as fraudulent and the card was not present during the transaction.

Mastercard Reason Codes

4837 No Cardholder Authorization:

The cardholder claims they did not authorize the transaction. Merchants need to provide evidence of authorization, such as a signed receipt or IP address verification.

In conclusion, managing chargeback fraud is crucial for the financial health of e-commerce businesses. By leveraging advanced fraud detection tools, robust authentication methods, and collaborating with payment processors, merchants can significantly reduce fraud-related chargebacks. PayGlocal's state-of-the-art risk engine integrates seamlessly with your payment system, using advanced algorithms and real-time analysis to score each transaction. This ensures your payments are protected, allowing you to focus on your business while enhancing customer trust and driving growth.

PayGlocal offers a unique product in the market where it offers fraud screening services to protect merchants from fraud chargebacks. Please reach out to [email protected] and we can arrange a demo for you on how we can help you handle fraud and fraud chargebacks on your platform.