The Risks section of your Peacock Service Panel helps you monitor data relevant to risk management. The first page in this section is Chargebacks.

Chargebacks

When you sell goods or services, you accept that some customers will inevitably issue chargebacks against their purchases. Whether these chargebacks are rooted in fraud, misunderstanding, or genuine concern over purchase quality, they can represent a risk to your business. Monitoring and identifying trends in chargeback volume is the first step towards minimizing their impact on both your revenue and total cost of payment acceptance.

To explore the Risks pages:

1. Click Risks in the main navigation, then click Chargebacks
2. Use the Date Range filter in the top-right corner of the page to change the time period. Click Add Filter to apply a data filter to the page.
3. At the top of the page, you’ll find boxes containing your Chargeback Rate, Chargeback Count, and Chargeback Value for the chosen date range, along with a comparison to that of the previous period. Click a box to navigate to the corresponding tab in the Chargebacks Metrics page.
4. Track and compare this month’s incoming chargebacks to that of the previous five months in the Arrivals chart.
5. View the chargeback reason categories of the chargebacks your team has had the most success fighting in the Chargeback Win Rate By Reason Category chart. The table below provides additional context, breaking down your total chargeback counts and value by category and subcategory.

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Note

The Chargebacks Risks page excludes data for chargebacks that result in rapid dispute resolution, and those in the chargeback status categories of cancelled, RFI, pre-arbitration, or notification_of_fraud.

Arrivals

The Arrivals chart uniquely demonstrates the rate at which your business receives chargebacks against transactions processed in a given month. Here’s how to read this chart:

• The lines represent the month of the original transaction date. At this time, the chart shows 6 lines—one each for the current month and the prior five
• The X axis is the number of days since the start of the month; day 10, for example, corresponds to 10 days into a given month
• The Y axis is the combined value of all the chargebacks you've received in a given transaction month

Using the sample data in this image, look at the point at the 20-day mark on the July line. This shows that 20 days into July, we’ve received $252.45K in chargebacks for transactions processed in July.

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Keep in Mind:

To produce the arrivals chart, we need to know the original transaction date for a disputed transaction. If a processor doesn’t pass this information with a chargeback, then it won’t be included in this chart.

Chargeback Win Rate By Reason Category

Every chargeback comes with a reason code assigned by the associated card brand to best represent the customer’s underlying concerns. These reason codes give you guidance on how to respond to individual chargebacks (i.e. accept or fight) and what changes you may need to make to either detect service issues and fraud earlier in the customer journey, or flag technical issues that need remediation.

When Pagos ingests your payments data, we aggregate your chargeback volume from each individual processor into a single data feed. Doing so requires some backend work to harmonize similar dispute reason codes from the different card brands into Pagos-defined chargeback reason categories. The Chargeback Win Rate by Reason Category chart demonstrates how successful you’ve been in fighting chargebacks in each individual category. Use this to identify the types of chargebacks you’re most likely to win moving forward.

The table beneath this chart goes one step further, listing the win rate alongside the count and value of all chargebacks in each category. You can even click on each category to break this data down further by subcategory. This information provides insights into where you may have issues in your setup or where to commit your chargeback-fighting resources to have the greatest impact.

Chargebacks Filter Options

You can apply the following filter options to the Chargebacks Risks page:

• Date Range - Note that this filter doesn’t impact the Arrivals chart
• Compare to Previous - Note that this filter only impacts the Chargeback Win Rate By Reason Category line chart
• Processor
• Card Brand
• Card Type
• Payment Method Type
• Issuing Country
• Customer Country