Disputes Upheaval: The Merchant Perspective on Pre-Dispute Solutions

Gone are the days when a cardholder’s call to a financial institution always resulted in a chargeback to the merchant.

Boston, May 14, 2020 – If there is one topic financial institutions and merchants worldwide agree on, it is a common disdain for cardholder disputes and chargebacks. But in recent years, fintech firms have burst onto the disputes and chargebacks landscape, offering a variety of products and services to financial institutions and merchants. Two notable ones, Ethoca and Verifi, began with a mission to challenge the status quo of chargebacks.

This report explores perspectives from merchants and acquiring processors on the pre-dispute process and related solutions. It is based on Aite Group interviews of 12 merchants and two payment processors with global footprints in February and March 2020 to understand their payment processing concerns and their perspectives on the chargeback process.

This 20-page Impact Report contains six figures and four tables. Clients of Aite Group’s Fraud & AML service can download this report, the corresponding charts, and the Executive Impact Deck.

This report mentions Accertify, Braintree, Chargeback360, Chargeback Gurus, ChargebackOps,, Chargebacks911, Ethoca, iQor, Itembase, Mastercard, Midigator, PayPal, Square, Stripe, Verifi, and Visa.

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