Show HN: ChargeBack.cc - Get your money back • Hacker News Board

Re: Show HN: ChargeBack.cc - Get your money back

#11

Post by blantonl » Sat, Nov 17, 2012, 11:13 PM UTC

mario1900 wrote: post #8

aristidb wrote: post #6

That seems a bit sketchy to me - black-mailing merchants into signing up for your "service" of not sending them chargebacks?! Maybe you should explain why it's not.

Merchants don't need to sign up to resolve chargebacks. If we receive one, we'll send them links to resolve it before it gets sent to the banks. They can choose not too respond and it becomes a normal chargeback. Even if they do respond - all they have to do is acknowledge they're making a refund or change the customer's mind. The basic resolution service is free for merchants. They only have to pay or even sign up i…

The existing chargeback process is already enourmously skewed against a merchant from an online transaction perspective.

all they have to do is acknowledge they're making a refund or change the customer's mind

Well, that means the merchant continues to be at a significant disadvantage during an even more complex chargeback process.

Re: Show HN: ChargeBack.cc - Get your money back

#12

Post by jpadvo » Sat, Nov 17, 2012, 11:21 PM UTC

mario1900 wrote: post #8

aristidb wrote: post #6

That seems a bit sketchy to me - black-mailing merchants into signing up for your "service" of not sending them chargebacks?! Maybe you should explain why it's not.

Merchants don't need to sign up to resolve chargebacks. If we receive one, we'll send them links to resolve it before it gets sent to the banks. They can choose not too respond and it becomes a normal chargeback. Even if they do respond - all they have to do is acknowledge they're making a refund or change the customer's mind. The basic resolution service is free for merchants. They only have to pay or even sign up i…

I came here ready to seriously hate on you, but now I love what you are doing. :)

Sometimes customers see their credit card bill, decide they don't want the service anymore, and instead of calling our number (printed on the credit card statement) or logging into their account to unsubscribe, they just call the credit card company and ask them to stop payment. It's really frustrating, because we gladly refund money if people aren't happy with our product.

Anyway, the issue is that sometimes the simplest thing for a user to do is call the number on their bill and ask for that charge to go away.

If you could partner with the credit card companies, and get your contact information or url listed on bills, that would be a HUGE win for you, and for startups like us. And if you could somehow save the credit card companies money, or even make them money, it could be a win for them to.

Whatever you decide to do, good luck. And post back again if there's anything startups can do to help you. :)

Re: Show HN: ChargeBack.cc - Get your money back

#13

Post by blantonl » Sat, Nov 17, 2012, 11:23 PM UTC

robryan wrote: post #7

It is better if charge backs are seen as somewhat of an inconvenience to do, so customers will think more about if they really want to chargeback. Lots of things can and do go wrong in ecommerce, if anyone slightly annoyed reached for a chargeback rather than trying to resolve an issue with the merchant it would be a big hit for merchants.

it is actually worse than that. There is certain type of online customer that will literally click through "Interested->Purchase->Yes->Confirm>Pay>Done" without every really looking at what they purchased or why they did so in the first place.

After they realize what they actually purchased which is a legitimate product but not appropriate for the customer, they just uses the chargeback process to get their money back.

Re: Show HN: ChargeBack.cc - Get your money back

#14

Post by jarin » Sat, Nov 17, 2012, 11:31 PM UTC

ericcholis wrote: post #5

Ugh...charge backs. I work in an industry that has high charge back rates and amounts, most of the time because people are disgruntled. Most people don't realize how easy a charge back is.

I do too, and I wish people would realize that we practically trip over ourselves to issue refunds whenever they are requested, because we want to avoid chargebacks at all costs.

Re: Show HN: ChargeBack.cc - Get your money back

#15

Post by mario1900 » Sat, Nov 17, 2012, 11:31 PM UTC

blantonl wrote: post #11

mario1900 wrote: post #8

Earlier quoted context omitted.

Merchants don't need to sign up to resolve chargebacks. If we receive one, we'll send them links to resolve it before it gets sent to the banks. They can choose not too respond and it becomes a normal chargeback. Even if they do respond - all they have to do is acknowledge they're making a refund or change the customer's mind. The basic resolution service is free for merchants. They only have to pay or even sign up i…

The existing chargeback process is already enourmously skewed against a merchant from an online transaction perspective. all they have to do is acknowledge they're making a refund or change the customer's mind Well, that means the merchant continues to be at a significant disadvantage during an even more complex chargeback process.

Absolutely. We've found that under the existing chargeback system only 21% of claims are decided in the merchant's favour.

We started ChargeBack.cc with the aim to level the playing field a little more. Under the existing chargeback system in most cases the merchant receives very little information about what has gone wrong and who the customer is. Our aim is to use data to help merchants resolve chargebacks with less cost to themselves. By keeping the chargeback outside of the banking system we take away a lot of risk and cost from fee, fines etc... so that's one step. The next step is to give merchants the tools to provide the best response to the customer. Yes, it's still not going to be equal, but hopefully it'll help merchants spend less time, less money and generally get a better result than they used to.

Re: Show HN: ChargeBack.cc - Get your money back

#16

Post by mario1900 » Sat, Nov 17, 2012, 11:35 PM UTC

jpadvo wrote: post #12

mario1900 wrote: post #8

Earlier quoted context omitted.

Merchants don't need to sign up to resolve chargebacks. If we receive one, we'll send them links to resolve it before it gets sent to the banks. They can choose not too respond and it becomes a normal chargeback. Even if they do respond - all they have to do is acknowledge they're making a refund or change the customer's mind. The basic resolution service is free for merchants. They only have to pay or even sign up i…

I came here ready to seriously hate on you, but now I love what you are doing. :) Sometimes customers see their credit card bill, decide they don't want the service anymore, and instead of calling our number (printed on the credit card statement) or logging into their account to unsubscribe, they just call the credit card company and ask them to stop payment. It's really frustrating, because we gladly refund money if…

Thanks! Glad I could convert you :)

Need to fix up our copy though to make it more obvious what we're trying to do.

As for helping - if you register your startup at https://www.chargeback.cc/business it'll ensure that we can reach you if we receive a chargeback for your business.

Re: Show HN: ChargeBack.cc - Get your money back

#17

Post by notatoad » Sat, Nov 17, 2012, 11:46 PM UTC

chargeback only works because most users don't know it exists. If you start telling people all they have to do to get their money back from a merchant is to click a button, it won't be long before credit card companies are forced to get rid of it. please don't abuse this.

Re: Show HN: ChargeBack.cc - Get your money back

#18

Post by notatoad » Sat, Nov 17, 2012, 11:49 PM UTC

blantonl wrote: post #13

robryan wrote: post #7

It is better if charge backs are seen as somewhat of an inconvenience to do, so customers will think more about if they really want to chargeback. Lots of things can and do go wrong in ecommerce, if anyone slightly annoyed reached for a chargeback rather than trying to resolve an issue with the merchant it would be a big hit for merchants.

it is actually worse than that. There is certain type of online customer that will literally click through "Interested->Purchase->Yes->Confirm>Pay>Done" without every really looking at what they purchased or why they did so in the first place. After they realize what they actually purchased which is a legitimate product but not appropriate for the customer, they just uses the chargeback process to get their money bac…

it is actually worse than that. There is a certain type of customer that will click through the whole process like you describe, and be perfectly satisfied with their purchase but not remember the name of the merchant. Then when it comes time to pay the credit card bill, it's an 'unrecognized charge' and they do a chargeback. They don't look through their email receipts and try to figure out what they've bought, they just initiate a chargeback blindly. fortunately it's fairly easy to fight these as a merchant, but it still takes valuable time.

Re: Show HN: ChargeBack.cc - Get your money back

#19

Post by saurik » Sat, Nov 17, 2012, 11:51 PM UTC

How is this different from BillGuard.com? (edit:) Well, I mean, for the features this site offers; BillGuard also seems to scan your bills proactively trying to help you deal with charges, but at the end of the process seems to be fairly similar: I (the merchant) receive an e-mail from them rather than a chargeback, combined with information that might be useful to look into the matter and fix the problem. (I only started dealing with BillGuard yesterday, so I don't know much about them yet, and certainly not much about this new site.)

Re: Show HN: ChargeBack.cc - Get your money back

#20

Post by saurik » Sat, Nov 17, 2012, 11:54 PM UTC

notatoad wrote: post #18

blantonl wrote: post #13

Earlier quoted context omitted.

it is actually worse than that. There is certain type of online customer that will literally click through "Interested->Purchase->Yes->Confirm>Pay>Done" without every really looking at what they purchased or why they did so in the first place. After they realize what they actually purchased which is a legitimate product but not appropriate for the customer, they just uses the chargeback process to get their money bac…

it is actually worse than that. There is a certain type of customer that will click through the whole process like you describe, and be perfectly satisfied with their purchase but not remember the name of the merchant. Then when it comes time to pay the credit card bill, it's an 'unrecognized charge' and they do a chargeback. They don't look through their email receipts and try to figure out what they've bought, they…

Slightly less worse than that (sorry to break pattern), but another irritating example: it wasn't them that made the purchase, it was their son, husband, niece, whatever; I often get people sending me threatening e-mails about how I stole money from them, when in fact they share their credit card, PayPal account, etc. with other people and didn't have the courtesy to ask "anyone else know what this is?" before going all ballistic and demanding their money back.