Conquering the Chargeback Challenge: My Path to Empowerment with Justt

Back in 2007, when smartphones were a luxury and social media was just finding its feet, fresh out of college and armed with a healthy dose of optimism, I was navigating the vast sea of job seekers, uncertain of where my path would lead. During this time of uncertainty, a casual conversation with a friend completely transformed my career trajectory. They mentioned a local payments company, piquing my curiosity with a simple question: “What are payments?” Little did I know, this inquiry would not only define my professional journey but also introduce me to a world filled with complexities that would shape the next 20 years of my life.

With curiosity piqued, I applied to the company and landed a job on the customer service team. My primary responsibility? Helping merchants navigate the murky waters of chargeback disputes. As a novice in the payments industry, the concept of chargebacks was as foreign to me as the industry itself. However, it didn't take long for me to realize the magnitude of the problem. Merchants, many of whom were as bewildered by chargebacks as I was by the payments industry, struggled to understand not only what chargebacks were but also how to effectively contest them. This was a problem that went beyond mere transactions; it was a significant hurdle that affected their bottom line and, in some cases, their very ability to operate.

Those early days were filled with learning and challenges. I quickly discovered that fighting chargebacks was no straightforward task. Each case was a puzzle, requiring a deep understanding of the rules and regulations set by the card schemes, a keen eye for detail, and a persuasive argument to reverse the chargeback. This experience was my baptism into the payments world, highlighting the critical need for expertise and support in this niche yet crucial aspect of commerce.

Fifteen years later, the fundamental challenges of payment chargebacks not only persist but have also grown more prevalent and complex. The digital economy's expansion, driven by the eCommerce boom and technological advancements, has led to increased transaction volumes and, consequently, a rise in chargebacks. Global chargeback volume is projected to reach 337 million transactions in 2026, a 42% increase from 2023 levels (Source: Ethoca's 2024 Outlook Report). These issues stem from diverse causes, ranging from genuine fraud, friendly fraud, to simple misunderstandings between merchants and customers, leaving many struggling to find effective countermeasures.

As the digital landscape expanded, so too did the chargeback challenges, transcending individual merchants to impact the broader industry. This widespread problem, characterized by escalating transaction volumes and evolving fraud tactics, highlighted the urgent need for an innovative solution. Traditional methods were proving insufficient, signaling a clear demand for a transformative approach.

It was within this context of industry-wide challenges that I discovered justt . The company's unique mission and innovative approach to the chargeback dilemma mirrored the solutions I had been seeking throughout my career. Justt's commitment to leveraging AI technology and expertise offers a new way to navigate chargeback complexities, representing not just a change in business strategy but a crucial answer to a long-standing issue. This realization that I could be part of a team addressing such a vital yet overlooked problem in commerce was deeply motivating. Joining Justt became not only an opportunity but a mission to apply my accumulated knowledge and experience towards resolving a persistently challenging problem.

Justt's innovative approach to chargeback management is founded on AI-driven strategies that offer dynamic, personalized solutions beyond conventional methods.

Here's a look at our core pillars:

Hands-Free Automation: Justt elevates chargeback management by employing AI to automate the entire dispute resolution process, significantly reducing the manual effort required from merchants. This automation extends to dynamically generated responses and seamless evidence collection, ensuring each case is addressed with the most relevant, case-specific arguments.

Customized, Scalable Solutions: Integration capabilities with over 36 payment providers and third-party data sources enrich the chargeback response process, offering a more tailored and effective defense against disputes. Justt's platform is designed to adapt to any volume of chargebacks, ensuring quality and precision in every response, tailored to each merchant's unique situation.

Data-Driven Insights for Higher Win Rates: Utilizing advanced machine learning, Justt's platform not only streamlines evidence gathering but also crafts customized responses based on real-time data and the specifics of each case. Through continuous learning from new data and feedback, Justt's AI strengthens its algorithms over time, enabling it to adapt to evolving friendly fraud patterns and enhance its effectiveness in resolving chargeback disputes. This approach maximizes win rates by ensuring that responses are optimized and evidence is compelling, taking everything into account, and integrating insights from across the payment ecosystem.

By focusing on post-transaction fraud through dynamic responses, seamless integration for evidence gathering, and a personalized approach to each case, Justt provides merchants with a robust, efficient way to protect their revenue and reduce the burden of chargebacks. This hands-free, automated, and data-driven strategy allows businesses to focus on growth while maintaining strong defenses against chargeback disputes.

Justt aims to transform the challenging and intricate process of handling chargebacks into a straightforward, swift, and hands-free operation for merchants. By leveraging the most relevant technological solutions, Justt focuses on allowing merchants to concentrate on their customer relationships, growth, and product or service quality. The company is built on values of innovation, responsibility, and fairness, emphasizing the importance of caring for clients and ensuring they are treated fairly. This ethos is central to Justt's mission to support merchants by turning a manual and frustrating aspect of business into automated convenience.

Reflecting on my journey from a clueless graduate to a seasoned professional in the payments industry, the importance of understanding, preventing, and fighting chargebacks has never been more clear. Chargebacks are not just a financial burden; they are a barrier to growth and success in the digital marketplace. With Justt, merchants have a powerful ally in their corner, equipped with the expertise and tools to turn the tide in the battle against chargebacks.

As the digital economy continues to grow, the challenges of chargebacks will evolve. But with solutions like Justt, merchants are no longer facing these challenges alone. From my first encounter with chargebacks to the sophisticated solutions we offer today, the journey has been both challenging and rewarding. Chargebacks may be a part of doing business, but with the right approach and support, they don't have to be a stumbling block.

If you're navigating the complexities of chargebacks and looking for a transformative solution, I'd love to share more about how Justt can empower your business. Reach out to discuss how we can tackle these challenges together [email protected]. I will also be attending MRC | Merchant Risk Council in Las Vegas at the end of March. If you would like to schedule some time to meet there, please feel free to reach out!

Sources

Ethoca (2023). 2024 Outlook:Strategic insights for issuers and merchants p3(2), p8