Frequently Asked Questions
- How much does it cost and how will it save me money?
- The cost of WebXCharge is based solely on the number of calls the system makes, which is determined by the number of transactions you decided to activate the system. For example, if you run WebXCharge on 1,000 transactions a month your cost would be approximately $300. The full rate sheet can be found in our pricing page. Since the service is fully hosted and operated on our servers, there are practically no operating and maintenance expenses.
WebXCharge can save you money in four ways:
- Successfully fighting and recovering chargebacks. Studies show that only 17% of e-commerce chargebacks are being successfully contested by merchants. Providing convincing evidence is extremely difficult with electronic transactions. WebXCharge can change that, enabling you to fight chargebacks successfully and increase your win rate.
- Deterring users who premeditate making a chargeback after shopping at your website. These users seek the simplest and easiest places to get away with "buying for free". WebXCharge records the users consenting in thier voice to the terms of the transaction as agreed upon. Shysters are aware to the advantage that the recording gives you and will refrain from attempting a chargeback and may even walk away before submitting the transaction.
- Accepting more orders. As an attempt to prevent chargeback losses, many merchants apply various business rules to reject suspicious orders. For example, some merchants refuse to accept orders coming from countries which are known to have high chargeback rates. While this approach does help reduce chargebacks, it creates another problem: rejecting legitimate orders and thereby losing revenues. WebXCharge can be used where the transaction is questionable in order to validate and confirm it, helping to accept orders that were otherwise rejected.
- Reducing personnel expenses and overhead. Many merchants review either all or some orders manually in an attempt to fight chargebacks,. By speaking to the customer, merchants hope to validate and confirm the user identity and screen transactions which may result in chargebacks. Other merchants ask the user to fax some supporting documents which then need to be reviewed manually. WebXCharge can automate this process with the advantage of not only verifying the user's phone number but also recording and storing his acceptance of the transaction, which can be used in case of dispute. If you are relying heavily on manual review you can reduce personnel expenses by performing some of the analysis and review automatically. Automatic screening will scale more easily and more cost effectively as your turnover increases.
- What is the difference between Call-in, Call-out and Call-later?
- WebXCharge offers several methods to carry out the validation and confirmation process. It is up to you to choose the method that best fits your business needs and policy. The three major methods are:
- Call-out. The WebXCharge server initiates a call to your customer prior to the transaction's being committed. If the confirmation phone call completes successfully, the customer is given an authorization PIN code which must be entered on the website to complete the purchase.
- Call-in. Your customer in given identification PIN code and the WebXCharge server telephone number on the website. Your customer calls that number and enters the PIN, which the WebXCharge server uses to identify the customer's pending purchase. If the confirmation phone call completes successfully, the customer is given an authorization PIN code which must be entered on the website to complete the purchase.
- Call-later. The transaction is committed at the end of the checkout process without any interaction with WebXCharge. The WebXCharge server, at a later time, calls your customer and goes through the confirmation phone call process. No authorization PIN code is entered at the end of the phone call.
- Won't WebXCharge annoy my customers?
- WebXCharge does put some burden on your customer. However, this annoyance is relatively small. A typical confirmation call can last about a minute, which is less than the time it takes your customer to fill the payment form. If you are concerned about your customer abandoning in the middle of the checkout process, you can use the Call Later method, where the confirmation call is made only after the user completed the transaction. You can also limit the use of WebXCharge to the transactions you would reject anyway, reducing the number of 'false positives' - losing legitimate orders due to chargeback and fraud concerns.
- Do I need to use WebXCharge for all of my transactions?
- No. For every transaction, you can decide whether or not you want to use the WebXCharge system. This decision can be based on simple business rules (such as verifying only international orders or orders with value of more than $1,000) or integrated with other fraud prevention tools so WebXCharge is used for transactions that are identified as high-risk.
- Which languages and currencies does WebXCharge support?
- WebXCharge supports all languages and currencies. It also supports multi-lingual and multi-currency websites, so you can use different locales on the same website.
- Is it difficult to integrate WebXCharge into my website?
- Setting up the integration of WebXCharge into your website is extremely simple and requires very little effort and know-how from your webmaster or developer (click here for full integration information). We would also be happy to assist you in making the integration.
The ongoing operation is even easier, as the service is fully hosted on our servers. There is no software or hardware to buy and maintain and there is no need to hire additional staff.
- I use PayPal. How will WebXCharge benefit me?
- The following is taken from PayPal's chargeback policy:
How do PayPal and the seller work together to investigate a chargeback with the buyer's credit card company?
Sellers can provide PayPal with evidence to dispute the chargeback through the Resolution Center, by email at chargeback-response@paypal.com, or fax. PayPal uses this evidence plus any evidence PayPal may already have to investigate the chargeback with the buyer's credit card company.
(The full policy can be found at https://www.paypal.com/cgi-bin/webscr?cmd=xpt/seller/ChargebackRisk-outside).
With WebXCharge you can finally provide evidence to help you with PayPal's dispute process.
- Will WebXCharge prevent 100% of my chargebacks?
- No. WebXCharge address chargebacks originating in a customer's denying placing the order or disputing some of its terms. There are other sources of chargebacks which WebXCharge does not address, for instance, a claim that goods were not delivered or were delivered damaged.
- What happens if my customer has difficulty completing the confirmation call?
- You will see the failed call information in the transaction log and can follow-up yourself. You can also take advantage of the Live Help feature to connect your customer with your customer service call center.
- Can WebXCharge handle international transactions?
- Yes. WebXCharge can place and receive international calls. Furthermore, WebXCharge can be implemented in any foreign language and any foreign currency.
- What is Live Help?
- Live Help is an optional feature which gives your customer the opportunity to transfer the phone call to your customer support call center if he/she has questions or difficulties completing the confirmation call. It's simple: the customer presses a key (like the # key) or says "help" or some other defined keyword.
- How long do you retain copies of call recordings?
- WebXCharge maintains a copy of every recording for three years. Generally, chargebacks can be presented within 6 months of the date of the original purchase, so this timeframe is more than adequate to ensure your ability to successfully fight a chargeback attempt.
- How do I get a copy of the recording when I need it?
- You can easily retrieve a copy of the recording using the online secure Merchant Center. Transactions can be searched and filtered using various parameters so it easy to find the recording you are looking for. Once a call is found it can be played, downloaded or emailed as you wish. To view an example of the transaction log in the Merchant Center, please click here to login and use "demo" as both the username and the password.
- How can I control and manage my settings?
- You can set or change your WebXCharge settings, such as your call policy or your greeting messages, prompts and announcements, using the Merchant Center - a secure Web-based interface that gives your full control.
- We have special needs that are not covered by the standard options. What can I do?
- WebXCharge has a powerful API which you can use to customize the service so it will meet your requirements. If the API is still unable to fulfill your special needs, we can make custom development by your specification. Contact us for further details.
- How does WebXCharge verify the user's phone number?
- With the Call-out or Call-later methods, the system initiates the call to the user, using the phone number he/she entered during the checkout process. With the Call-in scenario, WebXCharge can compare the user's declared phone number with the Caller ID of the incoming call.
- How safe is it to use WebXCharge?
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- The WebXCharge service is hosted and operated independently of your website so it doesn't require any installation and does not present security challenges.
- The Merchant Center, where you control your settings and handle transactions, is secured and protected by industry standard 128-bit SSL encryption.
- You can grant each employee a different access and authorization level. For example, a person can be authorized to access only transactions originating from a certain department. You can also choose which people are allowed to make changes and which people can also alter settings.
- Not only do we respect your customers' privacy, we also understand that you are the sole and full owner of your "userbase". We regard any information gathered about your clients and transactions as proprietary and belonging to you only. We will never make any use of any of your data unless required to do so by law.
- All of the data is backed up regularly and kept safe and secure in several locations.
- Which environments does WebXCharge support?
- WebXCharge works on all platforms with all operating systems, programming and scripting languages, including ASP, .NET, PHP, Perl, Java, ColdFusion and more. It can also be easily integrated with third party shopping cart software packages and services. Because WebXCharge runs on our servers, you don't need to install any software.
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