ChargeGuard FAQs

• What is included in the Vindicia ChargeGuard solution?
• What factors go into determining the chargeback probability score?
• What makes the Vindicia fraud screening solution unique?
• What does the term "false positive" mean as it applies to transactions and fraud?
• How does ChargeGuard deal with false positives?
• Can ChargeGuard increase my sales to chargeback ratio?
• Which payment processors does ChargeGuard support?
• What is your chargeback recovery rate?
• How long does integration with ChargeGuard take?
• Does ChargeGuard impact my customers' buying experience?
  
• Why do merchants choose ChargeGuard?
• Do I retain ownership of my customer data?
• Is ChargeGuard PCI DSS compliant?
• How do you help my company with chargeback limits from the credit card networks?
• Do you replace our in-house team of chargeback analysts?

Q. What is included in the Vindicia ChargeGuard solution?

A. The ChargeGuard fraud management solution incorporates three key components: fraud screening which is used to determine real-time chargeback probability prior to the transaction; chargeback management which comes into play once the customer has initiated the chargeback; and reporting capabilities that enable merchants to understand the impact of the fraud.

Q. What factors go into determining the chargeback probability score?

A. A number of factors go into determining the score including: IP Address Geolocation, Proxy Detection, BIN Validation and others. The full range of factors that go into determining the score can be found here.

Q. What makes the Vindicia fraud screening solution unique?

A. The fraud screening component of ChargeGuard is unique because it calculates true probabilities for your chargeback rather than just estimates. This is possible because Vindicia has a database of chargeback data across its merchant network that helps inform and optimize the fraud screen score.

Q. What does the term "false positive" mean as it applies to transactions and fraud?

A. False positive refers to the phenomenon where valid transactions are refused by the vendor because of suspicion of fraud. In a recurring business, false positives can become very expensive as the potential average lifetime value of that customer can run into the hundreds of dollars. In high-margin online businesses, the cost of false positives often far outweighs the cost of fighting the chargeback.

Q. How does ChargeGuard deal with false positives?

A. ChargeGuard is designed to limit the number of false positives that merchants incur while still rejecting obviously fraudulent transactions. In addition ChargeGuard provides a safety net in the form of chargeback management to help merchants recover lost revenue.

Q. Can ChargeGuard increase my sales to chargeback ratio?

A. Vindicia has extensive expertise in fraud management and helps clients achieve the right risk/revenue balance with its focus on limiting false positives, recovering revenues with chargeback management, and providing guidance on how to change internal processes to reduce future chargebacks.

Q. Which payment processors does ChargeGuard support?

A. Vindicia supports a number of the leading payment processors around the world including Chase Paymentech, FDMS, Global Collect, Litle, Merchant e-Solutions, and others.

Q. What is your chargeback recovery rate?

A. Vindicia has a success rate of up to 85% for the chargebacks on which recoveries are attempted.

Q. How long does integration with ChargeGuard take?

A. The integration process generally takes between two and eight weeks depending upon how many resources your business has available to dedicate to the integration process.

Q. Does ChargeGuard impact my customers' buying experience?

A. ChargeGuard works seamlessly with your existing product/service online purchase process and is transparent to your customers.

Q. Why do merchants choose ChargeGuard?

A. ChargeGuard offers a unique chance for merchants to take control of their chargeback problem and recover revenue lost due to friendly fraud. We typically recover thousands of dollars each month for our merchant clients and prevent the fines and problems associated with high chargeback rates.

Q. Do I retain ownership of my customer data?

A. This is one of the founding tenets of Vindicia. You will always retain the ownership of your customer data and the customer experience. We feel that your customers should be exactly that – your customers. We won't inject ourselves into that experience and pull customers away from your site. In fact, if you choose to terminate your ChargeGuard contract we will happily give you all the customer data that you have acquired on our platform (provided the transfer is to a PCI DSS compliant location).

Q. Is ChargeGuard PCI DSS compliant?

A. Yes, we are a PCI Level 1 Services provider and greatly ease compliance requirements for our merchants.

Q. How do you help my company with chargeback limits from the credit card networks?

A. If you are seeing a high level of chargebacks, it is very likely that you are subject to fines and penalties from the major card networks. We help our merchants take control of this problem and reduce the number of chargebacks while fighting friendly fraud chargebacks and recovering the associated revenue. To give an example, one merchant customer was able to reduce their chargeback rate from 5% to 0.3% by using Vindicia ChargeGuard.

Q. Do you replace our in-house team of chargeback analysts?

A. Typically we allow our merchants to greatly reduce the number of staff required to fight chargebacks. If your company has staff dedicated to this problem, they are able to be re-assigned to other customer service roles that are more useful for your company.