Too many chargebacks cost more than the lost sales: Stripe steps in at around a 0.7% chargeback rate and Visa puts a store into its monitoring programme at 0.9%. Both look at the last weeks, so by the time the number looks bad it has been bad for a while. The Chargebacks panel on the Disputes tab of Orders shows where your chargebacks come from, and PlatformDTC warns you early. It is alert only: nothing here refunds, blocks or cancels an order.

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The Chargebacks panel

The panel covers the last 90 days. Switch between Card, PayPal and All at the top right. A store with no orders paid that way sees one line saying so — no empty charts. Each week charts three things: The second chart shows chargebacks per 100 orders each week next to Visa’s 0.9% line.

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Breakdowns and hotspots

Pick a breakdown to see, for the orders placed in the window, how many became chargebacks:
  • Card issued in — the country of the bank that issued the card
  • Shipping to — the shipping country
  • Card brand — Visa, Mastercard, Discover, American Express …
  • How they paid — Apple Pay, Google Pay, Link, or a credit / debit / prepaid card
  • First order or renewal — a customer’s first order vs a subscription renewal
  • Product — an order with several products counts toward each of them
Each row shows its orders, chargebacks, rate, share of orders and share of chargebacks. “Not recorded” means the payment did not report that detail. A row is marked Hotspot when it has at least 3 chargebacks and either takes twice its share of orders in chargebacks (for example 40% of chargebacks from 20% of orders) or runs at twice your store’s overall rate. Hotspots are listed at the top of the panel. Why customers disputed lists each dispute reason with how many you won, lost, and how many are still open.

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Alerts

Once a day PlatformDTC checks every store with a chargeback or bank fraud report in the last 90 days and sends an email to your staff plus a notice in the bell when: Each alert is sent at most once per week. The bell keeps it for 7 days.

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What to do about a hotspot

  • A card country or shipping country — check that the shipping address matches the card’s country on new orders from there, or stop selling to that country under Settings → Markets.
  • A card brand or prepaid cards — turn on stricter fraud checks under Settings → Automation.
  • Renewals — make sure renewal reminders go out and cancelling is easy; customers who cannot find how to cancel call their bank instead.
  • A product — check that the product page, photos and delivery time match what arrives.