opinion

Reducing Chargebacks

Recently, XBIZ World Magazine asked several industry players "What are your favorite chargeback reduction techniques?"

Here's what they had to say:

When a customer contacts you, the most important thing to remember is that you have an opportunity — one that you may not have had if the customer called the bank instead. The card association rules are in favor of the customer, so ultimately they can initiate a chargeback, get their money, and cause you to need to make 100 sales to make up for the one chargeback (depending on your volume). So, being friendly to your customer and understanding their concerns is important. Perhaps simply reminding them what the charge is for in a discretionary way is enough to resolve the matter. Or, offering them something free or at a reduced cost instead of a refund is sometimes a satisfactory resolution. Chances are the tone of your conversation will have a lot to do with the outcome. Using an experienced third party billing company with a 24 hour support center is an excellent way to go as well.

— Rand, Epoch.com

At MaxCash we believe a lot of it has to do with attitude: Companies that treat their customers as valuable clients are a lot less likely to face chargebacks than companies who mistakenly think of them as idiot surfers.

— SPANNOW, MaxCash.com

The best way to reduce chargebacks is to give the members what they want: fresh content updated constantly — pure and simple.

— Shok, CreamBling.com

We offer members a very detailed support section where they can find answers to frequently asked questions, report a bad link, download the latest versions of various media players, access cancellation pages for all billers and give a support email that we answer within 24 hours.

— Kenny B, IACash.com

Most chargebacks occur when customers are mislead or annoyed when an issue can't be fixed in a timely manner. We make sure to give our consumers easy access to get any issue that they have resolved within 24 hours. A 24/7 call center, support emails with a response time of less than 60 minutes and an easy, foolproof cancellation application all play a major roll in getting our chargebacks to a very manageable number.

— Billy, PaperStreet.com

Provide easy member's area navigation and don't put photos or videos on your tour that are not in your member's area. Offer enough of the content that is in your niche to keep member retention high — some sites only offer 20 sets of content for a particular niche, with no updates.

— LotzaEd, LotzaDollars.com

The best way to reduce chargebacks is to make every reasonable effort to prevent them from happening in the first place. Much of the advice for preventing chargebacks is pretty basic, really: don't advertise services or content that you don't offer; don't make exaggerated claims about your website that will lead to disappointment among your users; and generally avoid misrepresenting your product. Providing effective and responsive customer service is important, too. Customers don't necessarily expect that their issues will be resolved immediately, but they do expect a timely response and indications that the merchant cares about keeping them as a customer.

— Q Boyer, TopBucks.com

From the surfers who contact me through my review sites, it seems that the best method of chargeback reduction is having an honest tour that explains what the membership gets them in detail. Sites like VideosZ.com and the bondage sites owned by Kink.com actually have 'transparent tours' that let a potential customer see the entire member's area before buying a membership; and that does a lot of good in reducing chargeback ratios — as opposed to tours that mislead or misinform potential customers.

— Stewart, WebmasterScore.com

Related:  

Copyright © 2025 Adnet Media. All Rights Reserved. XBIZ is a trademark of Adnet Media.
Reproduction in whole or in part in any form or medium without express written permission is prohibited.

More Articles

profile

WIA Profile: Lexi Morin

Lexi Morin’s journey into the adult industry began with a Craigslist ad and a leap of faith. In 2011, fresh-faced and ambitious, she was scrolling through job ads on Craigslist when she stumbled upon a listing for an assistant makeup artist.

Women In Adult ·
profile

Still Rocking: The Hun Celebrates 30 Years in the Game

In the ever-changing landscape of adult entertainment, The Hun’s Yellow Pages stands out for its endurance. As one of the internet’s original fixtures, literally nearly as old as the web itself, The Hun has functioned as a living archive for online adult content, quietly maintaining its relevance with an interface that feels more nostalgic than flashy.

Jackie Backman ·
opinion

Digital Desires: AI's Emerging Role in Adult Entertainment

The adult industry has always been ahead of the curve when it comes to embracing new technology. From the early days of dial-up internet and grainy video clips to today’s polished social media platforms and streaming services, our industry has never been afraid to innovate. But now, artificial intelligence (AI) is shaking things up in ways that are exciting but also daunting.

Steve Lightspeed ·
opinion

More Than Money: Why Donating Time Matters for Nonprofits

The adult industry faces constant legal battles, societal stigma and workplace challenges. Fortunately, a number of nonprofit organizations work tirelessly to protect the rights and well-being of adult performers, producers and industry workers. When folks in the industry think about supporting these groups, donating money is naturally the first solution that comes to mind.

Corey D. Silverstein ·
opinion

Consent Guardrails: How to Protect Your Content Platform

The adult industry takes a strong and definite stance against the creation or publication of nonconsensual materials. Adult industry creators, producers, processors, banks and hosts all share a vested interest in ensuring that the recording and publication of sexually explicit content is supported by informed consent.

Lawrence G. Walters ·
opinion

Payment Systems: Facilitator vs. Gateway Explained

Understanding and selecting the right payment platform can be confusing for anyone. Recently, Segpay launched its payment gateway. Since then, we’ve received numerous questions about the difference between a payment facilitator and a payment gateway. Most merchants want to know which type of platform best meets their business needs.

Cathy Beardsley ·
opinion

Reinventing Intimacy: A Look at AI's Implications for Adult Platforms

The adult industry has long revolved around delivering pleasure and entertainment, but now it’s moving into new territory: intimacy, connection and emotional fulfillment. And AI companions are at the forefront of that shift.

Daniel Keating ·
profile

WIA: Sara Edwards on Evolving Clip Culture and Creator Empowerment

Though she works behind the scenes, Sara Edwards has had a front-row seat to the evolution of adult content creation. Having been immersed in the sector since 1995, she has a unique perspective on the industry.

Jackie Backman ·
profile

Segpay Marks 20 Years of High-Risk Triumphs

Payment processors are behind-the-scenes players in the world of ecommerce, yet their role is critical. Ensuring secure, seamless transactions while navigating a rapidly changing regulatory landscape requires both technological expertise and business acumen.

Jackie Backman ·
opinion

The SCREEN Test: How to Prepare for Federal Age Verification

For those who are counting, there are now 20 enacted state laws in the United States requiring age verification for viewing online adult content, plus numerous proposed laws in the works. This ongoing barrage has been exhausting for many in the adult industry — and it may be about to escalate in the form of a potential new AV law, this time at the federal level.

Corey D. Silverstein ·
Show More