Does anyone know of any services that provide proof that a customer received and/or used your software/service? Many online chargebacks are filed as "product not received" but I was told there are services out there that you can provide as proof to fight chargebacks. The only one I'm aware of is EDDCS.com which I have contacted. Has anyone used them?
I work with chargeback departments of several processors, and I can say that it's still an ugly battle. You may be able to reduce your chargebacks, but if the card wasn't physically swiped it is virtually impossible to win a chargeback against a determined customer that understands the system even a little bit. How are you doing the product delivery and payments right now?
Most billing sites accept a cc of delivery email or link as proof. A more difficult issue is about buyers that don't want to recognise the transaction. For expensive items, you can request additional order confirmation proof before delivery (like a signed statement by email). We're thinking about a service/tool based on our webcam video recorder for clients to confirm orders by recording a short video where they state they ordered the product and accept most important terms.
right now we simply email the customer login username and password to access our members section. but I'm going to implement eddcs.com service somehow for proof... I wonder what other kind of proof would work? What about using a verified electronic signature service??
Not sure if they would be any better for your specific requirements. But, we've used these guys in the past as well. Good service and reasonably priced: http://getdpd.com/ Even if you can prove that the customer downloaded a product, they can still tell their bank that they didn't receive it. I would imagine these would help but in the end it's the customer's bank that decides who wins the chargeback, and not an independent 3rd party, so they're obviously going to err on the side of their customer. Another issue is when customers switch from a not received chargeback type to not as described. It doesn't sound like that's your problem, but "not as described" are extremely difficult if not impossible to fight. A good return policy and product description is very good as well. The less ambiguity there is in what a customer is going to receive when they make a purchase, the less likely that they will be dissatisfied. You'd be amazed how many times I see digital products where I can't even tell what I would get if I were to purchase it.
thanks for the link! i'm curious if you have heard of EDDCS.com? they say that their digital conformation center is US patented which validates them moreso when using their proof to dispute a chargeback that is "not received"...
I haven't heard of them. If their system is designed for the purpose it would probably be a better match. getdpd.com is more for website owners that don't have an fast and secure delivery method, and not so much specifically ones that need to prove something was downloaded.
I like this idea. I read somewhere that once a customer files a chargeback, he or she is nine times more likely to do it again. I agree with jestep. A determined customer (aka fraudster) is difficult to fight.