Chargeback Trends During a Pandemic

Chargebacks

Management/mitigation

Marcos Portella, Calvin Tewari, Carmen Honacker - Booking.com

May 13, 2021

Presentations

Carmen Honacker, Calvin Tewari, and Marcos Portella of Booking.com have a unique perspective on the Covid-19 epidemic, given the industry of travel and ticketing was impacted particularly hard. This insightful conversation explores some of those impacts, including the sudden influx of chargebacks, how the company responded to the higher volume, as well as the uncertainty these challenges presented. A few of the topics covered include service vs. fraud chargebacks, overall chargeback volumes, and the creative methods employed by operations teams to handle disputes.

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