The digitalization of purchase and sale transactions is boosting the payment industry, an increasingly challenging scenario, although dynamic and constant. It is a panorama that presupposes the significant growth of commerce, such as e-commerce, thanks to the changes in the consumption habits of society and the culture of buying and selling in Brazil.
In 2024, circumstances related to survival challenges and expansion of operations, given the number of competitors and the increase in investment rates, were experienced by this market category, with significant technological advances, due to innovations and digital trends and the possibilities of choice offered to the consumer regarding new payment models.
Growth of Brazilian e-commerce
As a separate segment in the payment media market, e-commerce has its particularities in the face of the responsibilities in the operations it performs and in the transactions it participates, especially when the subject is purchase cancellation and chargeback.Augustinho Mariano, Director of HPay Meios de Pagamentos Ltda, points out factors of great evolution in e-commerce, but a certain concern with the rates of online operations.“Today, those responsible for transactions carried out in online businesses must be concerned with investment costs in compliance, technology and tools, so that they can increasingly mitigate the risks related to the cancellation of purchases; however, the great concern is still knowing the effective part of the chargeback is the fact that is the chargeback.
According to a survey conducted by Google, in partnership with Euromonitor, by 2025, Brazilian e-commerce should grow 42%. Mariano comments that, in order for online stores to be able to protect themselves from the risks of fraud, in the face of this growth, and avoid possible disputes by the buyer, acquirers must take care of the discovery of new anti-fraud tools, an investment that needs to be made by the acquirers and provided to their partners directly connected with their platforms, be a payment gateway and even the commercial establishments.
Who actually pays for a purchase?
The chargeback process, between recovery, request, compliance and pre-compliance, is old and brought by the evolution of the purchase and sale relations. “When there are people definitely interested in solving the chargeback problem at both ends, that is, the bearer interested in solving his pain of wanting to cancel his purchase and present suitability in the actions on one side, and the responsibility of the issuer to question the acquirer, along with the acquirer's interest in contacting the commercial establishment on the other, will form a network of suitable events that will make it possible to find the responsible for the chargeback cost, ponders Mariano.
The executive believes that the five elements of the cancellation process of a purchase, which are the bearer, issuer, acquirer, payment gateway and the merchant, should be united to find the person responsible for the chargeback debit, but when there are failures in one of these elements, only the payment gateway, a service that captures credit card transactions for online transactions, ends up being responsible, most of the time, for the process. “When there is suitability in the actions of all elements, there is the possibility of finding the person responsible for the chargeback, which makes it difficult when we find failures in any end, in the five elements of”, considers the Executive.
Recovery of the disputed amount of the cancellation of a purchase to avoid surcharges
According to ABECS, an association that represents companies in the electronic means of payment sector, Brazilians make, on average, 120 million payments per day. In the first half of 2024, the use of cards exceeded the level of 22 billion transactions, the highest result ever recorded for a semester. These are numbers that delimit the daily risks experienced by companies, regardless of the market in which they operate, such as payment disputes flags and the bearer's request to dispute the amount spent with the purchase that they wish to cancel, delimiting that the costs of these risks need to be controlled and that there is a value to be recovered from the level of the cancellation.
Daily, companies that operate online run numerous risks, but the fact is that these risks can go beyond the cancellation of a purchase.“The shopkeeper needs to have 100% of product science that he markets. The number of fraud risks increases as the added value of the product. Today, the acquirer already offers the opportunity, within the contestation, of presenting documentation for e-commerce, a possibility that the trade did not have until a while ago”, confesses Mariano. Within the chargeback process, this action was very similar to mitigate the occurrences of the shopper, so that the shopper is able to know the buyer, who is to spend the time, who is able to buy, who is to know the buyer.
Education of the shopkeeper and the commercial establishment: a need for the Brazilian culture of means of payment
The executive argues that it is necessary to have a culture of education as to the good customs that the commerce must put in practice to effect the sale of its product.“Imply comment on issues related to the culture of means of payment. The security of the operation in Brazil is, without a shadow of a doubt, one of the most efficient when it speaks in financial system and means of payment, and in my vision, one of the best in the world.When I comment on suitability, I talk about putting transactions of purchase and sale in practice of the correct way.The owner of the commercial establishment is concerned with his business, he needs to buy, to grow, the main goal, to acquire the same time he must to pay for the.
KSK Exceptions Chargeback as a great culture generator in digital exception handling
Unlike the manual treatment of chargebacks and cancellations of purchase at the request of the cardholder, which are usually effective in Brazil, the product KSK Exceptions Chargeback offers the acquirer the opportunity to carry out this treatment digitally and in an easy way. “O KSK Exceptions Chargeback is able to handle 90 to 105 cases per day, returning an average of 75% in the automation of the treatment, because it is a well-structured, assertive, reliable product and can control the” chargebacks, says Luciana Munhoz, a specialist in the Chargpack Operations, responsible for the startup, Kargstack and Chargstack
The product presents a positive business strategy and maximization of the operational team performance, granting less impact on costs, by acting digitally, with robustness, and meeting both physical sales, as online sales, and also offers automatic rules and facilities to treat the reversal of a payment, even in the face of increased sales.
