Latest / The Operator's Manual with Fexingo: Daily Decisions, Tactical Wins, and Business Execution
How One Retailer Cut Chargebacks 80 Percent With a Single Policy Change
Episode 95 dives into a $350 million problem hiding in plain sight: credit card chargebacks. Lucas and Luna break down how one mid-market retailer — 500 stores, $2.2 billion in revenue — slashed its annual chargeback rate from 1.4 percent to 0.3 percent over 18 months. The fix wasn't better fraud detection software. It was a single policy change: shifting from 'issue refund automatically' to 'require photo evidence for high-risk categories.' The episode walks through the specific thresholds they set, the 14-day response window they enforced, and the surprising side…
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