Chargebacks Under 0.6%: The Playbook We Give Every Matched Merchant
Keep chargebacks below 0.6% while you scale. This is IRent Agency’s practical, field-tested setup: product pages that avoid disputes, shipping SLAs and refund windows that calm buyers, clean descriptors, and evidence templates that actually win reviews on Stripe/Shopify.
Why 0.6% is the magic number
Most processors treat < 0.6% chargeback-to-orders as “stable.” Above that, limits and manual reviews kick in. Our playbook aims for 0.3–0.5% by preventing disputes up front and replying to new ones with complete evidence inside 48 hours.
Product pages that prevent disputes
Non-negotiables
- Photos match what ships (color/size variants are explicit)
- Specs: materials, dimensions, power, compatibility
- Benefits, not medical claims; no “cure/treat” language
- What’s in the box + assembly/usage notes
Proof you’ll use later
- Archive a PDF/PNG of the live product page (date-stamped)
- Keep the exact hero images in a “listing-evidence” folder
- Store ad creatives/landing pages used at purchase time
Shipping SLAs that calm customers
Publish this (verbatim is fine)
- Processing: 1–2 business days
- Carrier & tracking: sent automatically via email/SMS
- Cut-off times and pre-order handling
- Lost/damaged procedure + insurer contact
Operational rules
- Upload tracking within 24h of label creation
- Signature required on high-risk segments (new geo, high AOV)
- Proactive updates when delays exceed 48h
Refund windows & RMA that reduce chargebacks
Make refunds easy and specific. You’ll convert “disputes” into “returns.”
Policy highlights
- Window: 30 days from delivery (state exclusions clearly)
- How to start: link to an RMA form (no inbox back-and-forth)
- Return condition & restocking (if any) in plain language
- Refund timeline: 3–5 business days after inspection
Template emails
- RMA created with label + deadline
- Refund issued with amount & last-4 of card
- Denied with reason + policy cite + next step
Descriptor & contacts that build trust
Customers dispute when they don’t recognize the charge. Your descriptor and contact info must be unmistakable.
| Item | Best practice |
|---|---|
| Statement descriptor | Matches store/brand, no abbreviations your customer wouldn’t know |
| Support channels | Support email + phone/WhatsApp on header/footer and receipts |
| Response SLA | < 24h on all tickets; < 12h for shipping delays |
IRent Agency tip: Add WhatsApp to order confirmations. Many “fraud” claims are solved in 10 minutes with a live chat.
Evidence templates that win
Bundle evidence the same way every time. Below is our one-page map of what to attach and where it comes from.
Rename files clearly
- 01_listing.png, 02_order.pdf, 03_tracking.png, 04_policy.pdf, 05_comms.pdf
- Combine to one PDF when platform allows
Submit with a short narrative
Open with 3–4 lines: what was bought, how/when it shipped, your policy, and why the charge is valid.
Pre-dispute tools you should enable
Address Verification
- Decline high-risk AVS/CVV mismatches or require signature
- Use 3DS only on risky segments to avoid conversion loss
Fraud/risk scoring
- Flag new geo + high AOV + rush shipping
- Hold & review orders that cross your score threshold
Operations dashboard (daily/weekly checks)
| Cadence | What to check | Target |
|---|---|---|
| Daily | New disputes & refunds backlog; tracking uploaded in 24h | 0 open >48h |
| Daily | Velocity vs. limits | Smooth ramp; no spikes |
| Weekly | Chargeback rate (trailing 90d) | ≤ 0.6% |
| Weekly | Top reasons for disputes | Fix root causes in pages/flows |
Quick FAQ
What’s the fastest way to drop a high dispute rate?
Fix tracking and refunds first. Then align product copy with what ships, and deploy the evidence template for fast wins.
Do generous refunds invite abuse?
Not if you verify risky orders and publish clear conditions. “Easy refund” beats “expensive dispute.”
Need a neutral agreement review?
We match and operate on warmed payment lanes under dual KYC and signed agreements— we don’t sell or rent accounts. Our job is clean approvals, stable payouts, and disciplined scaling.
Talk to a specialist or WhatsApp us at +1 (807) 804-0208
Cooperation / Advertising: marketing@irent.agency
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