Chargeback Metrics and Management

The Chargeback Metrics and Management course provides a comprehensive understanding of chargebacks, their role in consumer protection, and their impact on merchants. It covers the chargeback life cycle, roles of key stakeholders, and essential metrics like chargeback ratio and win rate to guide performance improvement. Participants learn effective prevention strategies, such as fraud detection tools, clear communication, and proactive customer service, to minimize disputes and financial losses. 

The course highlights advanced technologies like AI, analytics, and automation for streamlining chargeback processes and improving resolution success. It also emphasizes regulatory compliance, dispute response strategies, and best practices, addressing global privacy laws and card network rules to help merchants maintain good standing and avoid penalties. Future trends, including blockchain, changing consumer behaviors, and stricter data regulations, are explored to equip participants for the evolving chargeback landscape.

Who Should Enroll?

• Fraud Analysts will refine their ability to detect and respond to suspicious activity, reducing false positives and combating friendly fraud.
• Payment Professionals will gain actionable insights into chargeback metrics and trends to optimize payment processes and minimize losses.
• eCommerce Managers  will learn how to mitigate disputes and improve customer satisfaction through clear communication and proactive measures.
• Chargeback Specialists  will enhance their expertise in tailoring responses to reason codes and assembling compelling evidence to improve win rates.

Learning Objectives

• Understand the purpose and life cycle of chargebacks in the payment ecosystem.
• Recognize the key stakeholders and their roles in the chargeback process.
• Recognize and calculate key metrics for chargeback management.
• Identify ways that chargeback metrics impact merchant operations and finances.
• Identify key strategies for chargeback prevention, management, and post-dispute analysis.
• Explain how to effectively respond to chargebacks with tailored evidence and improve outcomes through data-driven insights.
• Explain how technology like chargeback management software, analytics tools, and AI/ML solutions enhance chargeback prevention and resolution.
• Identify the key features and benefits of using advanced technological tools for chargeback management.
• Understand the key regulatory frameworks and card network programs related to chargeback management.
• Explain the best practices for maintaining compliance with regional and global data protection laws.
• Understand the impact of emerging technologies, consumer behavior changes, and regulatory developments on chargeback management.
• Identify strategies to adapt to future trends in fraud prevention, dispute resolution, and compliance.

Program Details

• Program Level: Intermediate
• Program Field of Study: Specialized Knowledge
• Program Delivery Method: QAS Self Study
• CPE Credits: 1.6
• Advanced Preparation and/or Pre-requisites: Payment Essentials and First-Party Misuse are recommended.

Pricing

USD $150 (plus applicable taxes) | MRC Members receive a 50% discount on all eLearning courses.