Como Prevenir Chargebacks em SaaS

Para evitar estornos, empresas de SaaS devem abordar proativamente as causas-raiz das disputas. Às vezes, os clientes iniciam um estorno por meio da operadora do cartão de crédito, contestando a cobrança em seu extrato. Embora reverter a transação possa levar a impactos financeiros, como redução de receita e taxas de disputa, é importante reconhecer que outros fatores, como satisfação do cliente ou riscos legais, também podem estar envolvidos. Avalie cuidadosamente todas as possíveis consequências antes de tomar uma decisão.

Este guia apresenta uma metodologia para auxiliar os usuários na investigação e potencial adoção de estratégias para gerenciar estornos, o que pode mitigar perdas de receita. Ao usar essas estratégias, você pode implementar uma experiência positiva para o cliente, o que melhora seus resultados financeiros.

Antes de implementar qualquer processo de prevenção, é importante entender os motivos típicos por trás das disputas no setor de SaaS. Aqui estão alguns motivos comuns:

Your payment processor is your first line of defense against chargebacks. It’s like choosing a security system for your home—you want one with all the bells and whistles to keep you safe.

Before you start shopping around, take some time to figure out what you need. How many transactions do you process each month? What’s the average amount of those transaction Would you consider accepting payments from a global audience? Make sure the payment processor can easily connect with your current website and other tools you use. 

Next, select a payment processor with chargeback and fraud prevention tools in place to avoid additional fees. Look for these key features:

• Real-time fraud scoring and analysis are employed to detect suspicious transactions, which are then investigated further. Can it spot and block suspicious transactions in real-time? Does it use fancy technology like machine learning to analyze patterns and catch fraudsters?
• Chargeback Management Tools: Assistência com representação de chargeback e resolução de disputas. 
• Serviços de Merchant of Record (MOR): A PayPro Global, como Merchant of Record, é especializada em lidar com questões tributárias e de conformidade para expansão internacional. Ao lidar com processos complexos como processamento de pagamentos, conformidade tributária e gestão de chargebacks, eles podem reduzir encargos administrativos e potencialmente mitigar riscos. Esses serviços oferecem potencialmente a mitigação das repercussões financeiras de chargebacks ao assumir a responsabilidade associada.

Não se esqueça de comparar os preços: observe as taxas de transação, taxas adicionais para gestão de chargeback e/ou fraude e quaisquer taxas extras para transações internacionais.

Depois de fazer sua pesquisa, crie uma lista com suas principais opções. Explore as versões de demonstração para se familiarizar com as funcionalidades disponíveis e identificar qual delas se alinha melhor com os requisitos do seu negócio.

Now it’s time to build a fortress around your business and keep those fraudsters out!

Make sure you’re using all the security features your payment processor offers. This includes things like:

• Address Verification System (AVS): This checks if the billing address the customer gives you matches the one their bank has on file.
• Card Security Code (CVV): That’s the three or four-digit number on the back of the credit card. Requiring this adds an extra layer of security.
• Two-Factor Authentication (2FA): This sends a unique code to the customer’s phone or email to confirm it’s really them.

But don’t stop there; use all the fraud detection tools at your disposal.
Look for things like:

• Aprendizado de Máquina: Por meio do processamento e análise contínuos de dados em tempo real usando algoritmos de aprendizado de máquina, o sistema visa identificar e neutralizar possíveis atividades fraudulentas.
• Verificações de Velocidade restringem o número de transações de um determinado endereço IP ou cartão de crédito em um curto período, tornando menos atraente para fraudadores atacarem o sistema.
• Geolocalização: This helps identify transactions from high-risk locations.

Monitor your transactions regularly for potential inconsistencies. It’s important to monitor transaction logs for unusual activity. Set up alerts for unusual activity, like a sudden spike in transactions or a bunch of declined payments.

Ensuring clear communication about your product, pricing, and billing practices can potentially help minimize chargebacks. Ensure clear communication at every stage of the customer journey.

• Detailed Product Descriptions: Provide comprehensive information about your product’s features, limitations, and pricing. A well-designed FAQ section can address frequently asked questions and potentially reduce user confusion.
• Transparent Pricing: Display your pricing plans prominently on your website, and explain exactly what’s included in each one. Make sure people understand if there are recurring charges and how those work. If you offer a free trial, explain how long it lasts and any limitations.
• Order Confirmation and Receipt: Upon successful subscription, send a welcome email to new customers that includes their subscription details, links to relevant resources, and instructions on how to get started. Always send order confirmations and receipts with clear billing information. Communicate the importance of renewal and timely reminders to your customers.

Clientes que recebem suporte rápido e eficaz têm menos probabilidade de registrar estornos, o que pode ter implicações financeiras negativas. Implemente mecanismos para facilitar o acesso do cliente à ajuda, mantendo uma disponibilidade consistente para atender às suas preocupações e dúvidas.

• Ampla disponibilidade: Certifique-se de que uma ampla gama de recursos para suporte ao cliente seja fornecida, como e-mail, chat ao vivo e acesso telefônico. Embora existam inúmeras oportunidades disponíveis, é importante avaliar criticamente cada opção para garantir que elas se alinhem com suas necessidades e objetivos. 
• Respostas rápidas: Maintain a prompt response rate for customer inquiries through available communication channels.
• Periodic reminders: Provide timely reminders to customers regarding upcoming renewals and billing cycles. Offer personalized onboarding guidance to assist new customers in their initial stages of the product or service. Monitor customer interactions to assess their satisfaction and provide support when needed. Keep them informed about any updates or changes to your service.

Crucially, ensure your payment processor offers 24/7 billing support. Customers may raise concerns or inquiries regarding payments outside regular business hours. The availability of ongoing communication channels can play a role in minimizing the likelihood of escalation for potential issues. Providing confirmation of successful payment can impact customer perceptions of transaction security and delivery expectations.

Customer service is an important aspect of any business. Refund requests represent an aspect of customer service that requires thoughtful consideration for upholding quality standards. Make the process as easy as possible. This can prevent them from resorting to a chargeback.

• Publish uma política de reembolso clara e acessível em seu site para que os clientes possam entender facilmente suas opções. Descreva os requisitos de elegibilidade para receber um reembolso e explique como iniciar a solicitação.
• Processo de Reembolso Fácil de Usar: Forneça um formulário online simples ou um endereço de e-mail dedicado para solicitações de reembolso.
• Reembolsos Pontuais: It’s advisable to handle refund requests in a timely manner.

Learn more: How to Set Up a Refund Policy 

Think of chargeback data as clues. Gathering customer feedback can provide valuable insights into potential areas for improvement and reveal areas where challenges exist.

Regularly review your chargeback data to spot trends and identify areas for improvement. Pay close attention to:

Chargeback reason codes: Understand the reasons behind chargebacks to address recurring issues. These codes provide valuable insights into why customers are disputing charges. There is a correlation between customer chargebacks and the challenge of identifying recurring subscription payments. Checking the clarity of your billing descriptors could be beneficial. Are you seeing a lot of “unrecognized subscription” chargebacks? Maybe you need to make your billing descriptors clearer. Are “dissatisfaction with service” chargebacks a recurring problem? Perhaps it’s time to re-evaluate your product or customer support.

Analyze customer segments: Analise seus segmentos de clientes para verificar se determinados grupos ou linhas de produtos geram mais estornos do que outros. Isso pode contribuir para identificar áreas que exigem atenção especial.

Use ferramentas de monitoramento de estornos: Utilize ferramentas que forneçam insights sobre seus dados de estorno e ajudem a identificar padrões.

Think of your chargeback rate like a report card for your business. Businesses facing higher chargeback rates should anticipate a possible intensification of monitoring activity by their financial partners to ensure risk- related factors are addressed efficiently. Non-adherence to the terms and conditions may lead to financial implications, including increased costs resulting from non-compliance. Additionally, regulatory bodies may choose to increase their scrutiny of non-compliant activities. In severe cases of non-compliance, accounts may be subject to termination. To keep your “credit score” healthy:

• Follow the rules and the chargeback limits for each credit card network.
• Monitor the volume of chargebacks received monthly.
• Analyze chargebacks to understand their causes and implement corrective measures. This might mean making your product descriptions clearer, improving your customer support, or preventing fraud.
• Work closely with your payment processor to understand the rules and help prevent chargebacks.

Minimizing the chargeback rate is a significant factor in safeguarding your business and streamlining operations.