Simplifying Chargeback Management

The goal of this project was to make it easier for customers manage and track transactions with chargebacks, making the process of disputing and refunding more streamlined and intuitive.

Simplifying Chargeback Management

The goal of this project was to make it easier for customers manage and track transactions with chargebacks, making the process of disputing and refunding more streamlined and intuitive.

Simplifying Chargeback Management

The goal of this project was to make it easier for customers manage and track transactions with chargebacks, making the process of disputing and refunding more streamlined and intuitive.

Simplifying Chargeback Management

The goal of this project was to make it easier for customers manage and track transactions with chargebacks, making the process of disputing and refunding more streamlined and intuitive.

Client:

Stone.co

Role:

UX/UI Designer

Year:

2022

Client:

Stone.co

Role:

UX/UI Designer

Year:

2022

Client:

Stone.co

Role:

UX/UI Designer

Year:

2022

Client:

Stone.co

Role:

UX/UI Designer

Year:

2022

What is a Chargeback transaction?

Chargeback is a transaction in which a buyer disputes a purchase made on their credit card directly with the card issuer. This can occur for various reasons, such as fraud, merchant error, or customer dissatisfaction with the purchased product or service.


It is important for merchants to manage these transactions properly to avoid financial losses and protect the reputation of their businesses.

Impact of Chargebacks at Stone.co

Stone faces growing challenges due to rising chargeback rates and decreasing merchants re-presentations, resulting in significant financial losses and an upsurge in support requests.

Understanding the problem

Due to the high number of monthly support tickets being opened, I decided to begin by analyzing them to identify the main pain points our users face in the chargeback process.


The primary issues experienced by users include:


  • Struggles in effectively managing their transactions involving chargebacks.


  • Uncertainty about the correct procedure for initiating a representation chargeback.


  • A lack of transparency and tracking options during the chargeback representation process.

Analyzing current Chargeback metrics

We uncovered a notable deficiency in chargeback re-presentations by merchants users, primarily attributed to the absence of a more streamlined and user-friendly re-presentment option.


Currently, the sole method available for contesting a chargeback is through email. This approach is manual and intricate, dissuading many users from pursuing the re-presentment process.

Analyzing the solutions offered by the market

During benchmarking, a comparative analysis of chargeback management solutions used by Stone key competitors was conducted.


This analysis identified competitor strengths and weaknesses, aligning them with user needs and desires

Proposal for a solution

After completing the data analysis and user interviews, we identified the primary desire to streamline the chargeback management and re-presentation process.


Based on this, we decided to create a solution proposal for validation.

After completing the data analysis and user interviews, we identified the primary desire to streamline the chargeback management and re-presentation process.


Based on this, we decided to create a solution proposal for validation.

After completing the data analysis and user interviews, we identified the primary desire to streamline the chargeback management and re-presentation process.


Based on this, we decided to create a solution proposal for validation.

After completing the data analysis and user interviews, we identified the primary desire to streamline the chargeback management and re-presentation process.


Based on this, we decided to create a solution proposal for validation.

Simplifying management Chargebacks

We've created a dedicated section to centralize all chargeback transactions, streamlining their management and monitoring efficiently and transparently with various metrics.

We've created a dedicated section to centralize all chargeback transactions, streamlining their management and monitoring efficiently and transparently with various metrics.

We've created a dedicated section to centralize all chargeback transactions, streamlining their management and monitoring efficiently and transparently with various metrics.

We've created a dedicated section to centralize all chargeback transactions, streamlining their management and monitoring efficiently and transparently with various metrics.

Improving the visibility of a Chargeback

To enhance chargeback transaction visibility, we've implemented a page displaying key details and providing full lifecycle management.

To enhance chargeback transaction visibility, we've implemented a page displaying key details and providing full lifecycle management.

To enhance chargeback transaction visibility, we've implemented a page displaying key details and providing full lifecycle management.

To enhance chargeback transaction visibility, we've implemented a page displaying key details and providing full lifecycle management.

Facilitating the re-presentation process.

We've enabled direct submission of chargeback dispute documentation via the dashboard, replacing the previous manual and email-based process.


This enhancement offers users a more efficient and streamlined approach, resulting in a quicker and less bureaucratic process.

We've enabled direct submission of chargeback dispute documentation via the dashboard, replacing the previous manual and email-based process.


This enhancement offers users a more efficient and streamlined approach, resulting in a quicker and less bureaucratic process.

We've enabled direct submission of chargeback dispute documentation via the dashboard, replacing the previous manual and email-based process.


This enhancement offers users a more efficient and streamlined approach, resulting in a quicker and less bureaucratic process.

We've enabled direct submission of chargeback dispute documentation via the dashboard, replacing the previous manual and email-based process.


This enhancement offers users a more efficient and streamlined approach, resulting in a quicker and less bureaucratic process.

Testing the solution

To ensure our solution's effectiveness, we conducted usability tests with users most impacted by chargebacks in the past year.


We presented real-life scenarios, analyzed their interactions with our new chargeback section, and identified areas for improvement to enhance the user experience

With the insights from the interviews, we iterated to arrive at a final proposal for handing off to the developers.

Results

The solution was implemented in a versioned manner throughout 2023. Comparing 2023 with 2022, we achieved impressive results:


  • 43.50% reduction in chargeback tickets.


  • 18% increase in the number of representations

The solution was implemented in a versioned manner throughout 2023. Comparing 2023 with 2022, we achieved impressive results:


  • 43.50% reduction in chargeback tickets.


  • 18% increase in the number of representations

The solution was implemented in a versioned manner throughout 2023. Comparing 2023 with 2022, we achieved impressive results:


  • 43.50% reduction in chargeback tickets.


  • 18% increase in the number of representations

These data reflect significant improvements in operational efficiency and cost reduction, indicating greater confidence and security in transactions.