Chargeback
A chargeback is when a customer disputes a purchase and asks their credit card company to reverse the payment. It's a consumer protection feature that has become a significant part of online retail management. For businesses, managing chargebacks is crucial because they can affect profits and merchant account standings. Professionals who handle chargebacks work to prevent fraudulent purchases, respond to legitimate customer disputes, and maintain documentation of sales. This process is sometimes called "payment dispute management" or "transaction dispute handling."
Examples in Resumes
Reduced chargeback rates by 60% through implementation of improved fraud detection systems
Managed chargeback disputes and customer resolution process for online retail platform
Led team handling chargebacks and payment disputes for $10M annual revenue e-commerce business
Typical job title: "Chargeback Specialists"
Also try searching for:
Where to Find Chargeback Specialists
Online Communities
Professional Networks
Example Interview Questions
Senior Level Questions
Q: How would you develop a comprehensive chargeback reduction strategy for a large e-commerce business?
Expected Answer: A senior candidate should discuss multiple approaches including preventive measures (fraud detection, clear billing descriptors), customer service improvements, documentation systems, and data analysis to identify patterns. They should also mention team training and policy development.
Q: How do you handle complex chargeback scenarios involving international transactions?
Expected Answer: Should demonstrate knowledge of international payment regulations, different card scheme rules, and experience managing disputes across multiple jurisdictions. Should discuss documentation requirements and time limits for different regions.
Mid Level Questions
Q: What methods do you use to identify potential friendly fraud?
Expected Answer: Should explain how to review customer purchase history, delivery confirmation, communication records, and identify patterns that suggest deliberate misuse of the chargeback system.
Q: How do you prioritize different types of chargebacks?
Expected Answer: Should discuss assessment of transaction values, time limits, type of dispute, and likelihood of winning the dispute. Should mention importance of quick response to high-priority cases.
Junior Level Questions
Q: What information do you need to gather when responding to a chargeback?
Expected Answer: Should list basic elements like transaction records, shipping confirmation, customer communication history, and proof of delivery or service completion.
Q: What are the main reasons customers file chargebacks?
Expected Answer: Should identify common reasons like unrecognized transactions, non-delivery of goods, product not as described, and fraudulent transactions.
Experience Level Indicators
Junior (0-2 years)
- Basic chargeback processing
- Customer service communication
- Document collection and organization
- Understanding of payment systems
Mid (2-5 years)
- Fraud pattern recognition
- Dispute response writing
- Payment gateway management
- Risk assessment
Senior (5+ years)
- Strategy development
- Team management
- Risk policy creation
- Data analysis and reporting
Red Flags to Watch For
- No knowledge of basic credit card processing
- Poor attention to detail in documentation
- Lack of customer service experience
- No understanding of e-commerce operations
Related Terms
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