Chargebacks: The case for coordination

Chargebacks are surging worldwide, but there’s a coordination problem hiding in plain sight.  

For 75% of disputes, consumers go straight to the issuer — forcing them to make decisions without all the facts, and leaving merchants out of the conversation. The result: Teams are dealing with a heavy operational load, while friendly fraud goes undetected.  

In this new Mastercard-sponsored research with Javelin, we surveyed 300 executives at large merchants and issuers to understand the behind-the-scenes of today’s dispute process — and why an isolated strategy isn’t working.  

Inside, you’ll find the biggest friction points, how costs are adding up and why smarter collaboration between merchants and issuers can help stop disputes before they escalate.