An E-commerce Journey: From Chargebacks to Solving Payment Issues

Samuel Freitas · 2026-10-07

THE STORY OF AN ENTREPRENEUR AND HIS EXPERIENCES WITH CHARGEBACKS

João, an entrepreneur in the e-commerce industry, started selling health and wellness products. After a few months, he received several chargeback notifications. The number of complaints grew, and in a single month, chargebacks accounted for 15% of his revenue. This directly impacted his cash flow and raised concerns about the company’s reputation.

Strategies that worked to reduce chargebacks

1. Customer Education: João invested in a buying tutorial and an explanation of the payment process, clearing up common questions to reduce confusion.

1. Better Communication: He set up an online chat to help customers in real time, immediately answering questions that could lead to a chargeback.

1. Order Confirmation: Starting at the time of purchase, a confirmation email was sent with the order details and delivery timeframes, helping increase transparency.

1. Clear Refund Policy: João revised the refund policy, making it more customer-friendly and easy to understand so customers would know exactly what to do if they were unhappy.

Changes to the customer approach after chargebacks

After the first chargebacks, João realized that direct communication with customers was essential. He started investing in post-purchase follow-ups, asking about their experience and encouraging feedback. This opened up a communication channel and made customers feel valued, reducing the likelihood of chargebacks.

How data analysis helped identify the problem

João used data analytics tools to identify patterns in the chargebacks. He noticed that many occurred on transactions made at night and on purchases of specific products. With this information, he adjusted his marketing strategy, focusing on times and products that presented less risk. FreeSpy was also useful for monitoring campaigns and understanding competitor behavior.

Resulting in a 30% increase in payment approvals

With the changes in place, João not only reduced chargebacks but also saw a 30% increase in payment approvals. This was the result of more effective customer service, clear communication, and data analysis that allowed him to adjust his sales strategies.

What strategies have you used to reduce chargebacks in your e-commerce business, and what impact did they have?