2024年支付风控全球洞察（英）

Chargeback challenges and what you can do about themGlobal insights 2024Executive summary 301 Key elements to understanding chargeback challengesMethodology and glossary of key terms502 How managing chargebacks became chaotic for merchants903 Why chargeback management is so complex1304 Chargeback management transformed — from cost bucket to revenue recovery machine2005 Four ways merchants can improve chargeback management23Contents2Chargeback challenges and what you can do about them3Executive summaryIn the booming ecommerce landscape, sales soar annually, offering lucrative opportunities for both established giants and newcomers to grow. But this influx of sales also leads to rising chargeback rates. Consumers increasingly turn to chargebacks as a means to recoup funds, with around 75% of American and British customers filing a chargeback in 2023*. Often, consumers file these chargebacks because they genuinely haven't received an item or their card has been charged fraudulently. However, increasingly, consumers file chargebacks to receive compensation under false pretenses. So, as ecommerce sales have grown, so too have chargebacks and, in turn, chargeback fraud. Add to that the tremendous complexities and inefficiencies in managing chargebacks, and most would agree: ecommerce has entered an era of chargeback chaos.Merchants know fraudulent claims constitute a significant portion of their total chargebacks, known as first-party fraud. But current management processes make it more costly to dispute fraudulent claims than to simply accept them in the long run or even proactively refund.Chargeback challenges and what you can do about them Executive summary*Consumer attitudes towards chargebacks in 2023: Comparing the U.K with the U.S.(Tel Aviv: JUSTT, 2023) https://justt.ai/consumer-attitudes-towards-chargebacks/4Merchants face no choice but to let revenues slip away due to inefficiencies in chargeback management. As chargeback figures rise, its erosion on profits is reaching an epidemic point.Riskified partnered with industry advisors Paladin Fraud to interview more than 300 chargeback managers from leading merchants worldwide to discover:●The size of the chargeback challenge●How merchants manage chargebacks today●The biggest pain points in chargeback management●How merchants can realize a brighter future for chargeback managementAt a high level, the research found: Chargebacks continue rising with 76% of chargeback managers seeing as many or more chargebacks YoY. Merchants struggle to recoup costs, with three in four merchants recovering less than half of all chargebacks.More worryingly, merchants knowingly let revenue slip away, with more than 73% saying that 20% or more of their chargebacks are first-party fraud (fraudulent chargebacks by customers).The true cost of chargebacks quickly creeps up beyond lost merchandise revenue, driven by complex, time-consuming, and inefficient chargeback management processes.When it comes to managing chargeback disp