Study Shows Majority of Companies Think Their Chargeback Rate Has Increased in the Past Year, and 7 in 10 Have Been in a Fraud Monitoring Program in the Last 12 Months
BOISE, Idaho, Aug. 23, 2021 – Kount, an Equifax Company, the leader in digital identity trust and fraud prevention, has published the first of its kind “Digital Payments in 2021: Opportunities and Chargeback Risks” survey. The survey takes a deep dive into 2021 chargeback trends and risks across customer experiences, both pre and post payment authorization.
Kount commissioned Atomik Research to survey over 500 U.S. adults who work for companies that process at least 500 online transactions monthly. The findings reveal insights into why many businesses have indicated their chargeback rates have increased, their top chargeback sources and challenges, and how they manage and dispute chargebacks.
Survey highlights include:
- 58% think their company’s chargeback rate has increased since March 2020.
- 45% of respondents who think their company’s chargeback rates have increased since March 2020 speculate delivery delays are the top reason for the increase.
- 70% of companies have been in a fraud monitoring program in the last 12 months.
- 15% of respondents say their companies don’t use post-authorization chargeback tools.
The report finds today, an average of 33% of companies accept card-not-present (CNP) payments via contactless payment apps, online transactions, and telephone. Additionally, 19% accept cryptocurrency, and 86% offer subscription-based or recurring billing, exposing more businesses than ever to the ups and downs of e-commerce. While accepting more payment methods means businesses can better compete and cater to consumers’ needs, results indicate these new payment methods also increase a business’s risk of accepting fraudulent orders and dealing with the resulting chargebacks.
“The report reveals an opportunity for businesses to elevate their fraud prevention to better protect from the growing risk of chargebacks and the fees associated with them,” said Brad Wiskirchen, Senior Vice President and General Manager of Kount, an Equifax Company. “By having the proper tools in place, businesses can save time and money and improve brand reputation while avoiding costly fraud monitoring programs.”