Module 06
Failure, Fraud & Disputes
The declines that were recoverable and you lost anyway, and the money that gets taken back after you have already delivered.
5 lessons · 6 videos · 2h 9m
- 06.01
Why Good Customers Get Declined
Tell a soft decline from a hard one, and say which of them you may retry and which you must never retry.
- 06.02
3DS, SCA & the Soft Decline You Must Escalate
Explain when strong customer authentication is required and when it is exempt, and recover a transaction the issuer soft-declined instead of losing it.
- 06.03
Fraud, Card Testing & Risk Rules
Recognise a card-testing attack running against your own checkout, and set a risk threshold knowing what it costs you in real customers.
- 06.04
Refunds, and What They Do Not Unwind
Issue a full or partial refund, then list every other thing in your system that a refund did not touch and has to be undone by hand.
- 06.05
Chargebacks & the Evidence That Wins
Respond to a dispute with the evidence that actually decides it, and say what your dispute ratio costs you before anyone has won or lost.