How to improve customers’ post-purchase experience — and prevent chargebacks 

As you think about your post-purchase experience, there are two important things that can enhance it: 
 

In the event that questions or issues come up, it’s important for customers to have an easy way to get in touch. Some of the most common reasons customers have questions: the final transaction amount seems incorrect, they don’t recognize the purchase in their bank statement, or there was something about the purchase they are unsatisfied with. 

In fact, our 2026 research with Datos Insights found that transaction confusion is a serious issue. Across consumers surveyed, 44% didn’t recognize at least one of their purchases. 

Given that most consumers review purchases in their banking app, it makes sense to ensure that merchant contact information is readily available through that channel. Otherwise, customers may resort to disputing the charge through their issuer to resolve service-related issues — which is not only costly for your business but also creates a frustrating and negative customer experience. Providing customers with merchant contact information and digital receipts through their banking app allows them to easily get details about their purchases while following up directly with you, if needed.  
 

Likewise, if customers can’t easily “fix” issues with their purchase — like returning or exchanging products — they’re more likely to dispute it. So, making return and exchange policies clear and simple improves the customer experience while reducing the odds of chargebacks. 

Loyalty is earned by fulfilling customers’ needs and wishes across their buying journey — including after they’ve made a purchase. But it also requires staying top of mind, so they turn to your business the next time they need what you offer.

Here are ways to encourage repeat business and loyalty:
 

Make sure your company name and logo are placed at all key customer touchpoints — including in emails and the digital banking app they use to check their purchase history. Every touchpoint is an opportunity to increase brand awareness and recognition. 

Present your customers with special offers or discounts on their digital receipts or provide them with an easy way to reorder an item. 

Customers today expect more control and visibility over their purchase experience. Tools for managing recurring payments are just one example of how to provide that. Smart Subscriptions lets customers pause, cancel and renew their subscriptions — and they are more likely to subscribe based on this convenience and ease. In fact, 79% of consumers are much more willing to sign up for a subscription when pause and cancel are easy, and 64% are more willing to subscribe with banking app controls in place.  

Disputes have been rising significantly, which means merchants must look to design their post-purchase experience in a way that helps prevent them.

Collaborative tools like Ethoca Alerts can help merchants stop disputes from turning into costly chargebacks by providing real-time alerts when customers dispute charges. This allows you to take steps that reduce potential losses — like stopping the shipment and delivery of disputed purchases — while also working with the customer to resolve their issue before that dispute becomes a chargeback.

Ethoca Consumer Clarity™ can prevent disputes before they happen by putting information like a clear merchant name and logo and detailed digital receipts in the digital banking app that customers use to check their purchase history — helping avoid transaction confusion that often leads to disputes. It can also provide controls that let customers better manage their subscriptions and recurring payments without using the dispute process to do so.
 

The post-purchase experience is a critical factor contributing to customer satisfaction and can ultimately drive repeat business and loyalty. It’s also an opportunity to prevent disputes and chargebacks that can hurt your bottom line. 

Offering the right digital tools can be the difference between a lackluster experience and a great one. Learn more about how our solutions can enhance your customer experience.