Chargeback abuse vs. merchant fraud is the fastest way margins erode in Turkey, unless your contracts, flows, and dispute process are aligned with Law 6502 and network rules.
One-line takeaway: In Turkey, chargeback abuse vs. merchant fraud both kill margins—one from the consumer side (friendly fraud, misuse of rights under Law 6502), the other from the seller side (misrepresentation, non-delivery). The cure is a contract-plus-operations playbook aligned with consumer law (Law 6502) and card-network rules (Visa/Mastercard): clear evidence standards, 3DS-first flows, dispute SLAs, and pricing/terms that defuse complaints before they become chargebacks.
Why investors care (margin math in one minute)
- Direct take-rate hit: Every chargeback combines fees, lost COGS, ops time, and potential acquirer reserves.
- Scheme pressure: Crossing network thresholds triggers monitoring programs and higher costs.
- Valuation drag: Acquirers/PSPs haircut merchants with poor dispute metrics; boards see it as structural margin erosion, not a blip.
The two problems (and how they look in the wild)
1) Chargeback abuse (a.k.a. “friendly fraud”)
Pattern: Customer receives goods/services, then disputes the charge (“not me,” “not delivered,” “canceled earlier”).
Root causes: Poor cancel/refund UX, confusing subscriptions, vague product pages, or post-purchase regret.
Law 6502 angle: If disclosures are unclear, authorities and schemes tilt to the consumer—even when authentication was fine.
2) Merchant fraud (bad actors on your platform)
Pattern: Misleading listings, bait-and-switch, dropship non-delivery, counterfeit goods, or “trial” tricks.
Network rules angle: Acquirers must clamp down when reason codes cluster (e.g., non-delivery, merchandise not as described). Repeat offenders jeopardize everyone’s MID.
Investor translation: Whether the customer or the seller is the problem, evidence + process decides who pays—and whether your program stays out of network remediation.
Liability rails you actually operate on
- Law 6502 (Consumer Protection): Requires clear pre-contract info, easy withdrawal/cancellation in distance sales, and fast refunds where due. If your merchant or marketplace flow frustrates these, expect chargeback uplift and regulator attention.
- Card-network rules (Visa/Mastercard): Define reason codes, evidence checklists, and excessive chargeback programs with numeric thresholds. They reward clean 3DS usage, delivery proof, and timely representments.
- Authentication reality (3DS/2FA): Strong auth helps, but won’t save a merchant with non-delivery or deceptive claims. Pair 3DS with product and policy hygiene.
The playbook: stop margin erosion in 5 steps
1) Set the rules in your contracts (short, enforceable, Turkey-ready)
A. Truth-in-listing clause (platform/merchant):
Merchant warrants accurate descriptions, shipping windows, and refund timelines; repeated gaps → tier upgrades (higher reserve, challenge-first auth) or suspension.
B. 6502-aligned refunds/cancellations:
Plain refund policy, one-click cancel for subscriptions, pre-renewal notice at D-3 and D-1. Failure → loss-sharing to merchant for related disputes.
C. Dispute evidence covenant:
Merchant must provide delivery/usage proof and customer comms within 5 business days; missing evidence shifts liability for that case.
D. Rolling reserve tied to metrics:
Reserve (%) scales up/down with chargeback ratio and reason-code mix; hard caps + cure periods avoid open-ended cash drains.
2) Engineer the checkout and post-purchase for fewer disputes
- 3DS 2.x by default; step-up on risk (new device, cross-border, high ticket).
- Click-wrap + snapshotting: Store the exact checkout state (price, plan, renewal) with hash/timestamp for ≥ 2 years.
- Clear promises: Delivery ETA on the receipt; tracking link auto-emailed; easy refund/cancel entry point.
- Subscription hygiene: Pre-renewal nudges; in-product cancel button; instant cancel confirmation.
3) Partition your catalog and traffic
- High-risk SKUs/cohorts: Force 3DS challenge, longer settlement window, higher reserve, mandatory delivery proof.
- Low-risk SKUs/cohorts: Frictionless flows to protect conversion; monitor drift and auto-reclassify weekly.
4) Run disputes like an assembly line (fast, documented, winnable)
- T+2: compile dispute kit (3DS logs, click-wrap, delivery/usage, support thread).
- T+5: representment filed; track win rate by reason code and merchant.
- Feedback loop: If a merchant loses >X% on “not delivered,” auto-enforce signature or switch to challenge-first auth.
5) Publish transparent metrics (internally and to acquirers)
- Chargeback ratio, fraud ratio, 3DS adoption/challenge pass, delivery proof attach rate, representment win rate, and refund-vs-chargeback mix.
- Share a monthly risk report with your acquirer; traders who tell the truth get better terms.
Evidence kit (what wins cases)
Authentication: 3DS server/DS/ACS logs (ECI, CAVV/AAV), device ID, IP, timestamp.
Consent: Click-wrap proof + versioned T&Cs; checkout screenshot (price, renewal, return policy).
Delivery/consumption:
- Physical: carrier scan/signature, GPS, photo at door.
- Digital: login/IP logs, license activation, download/stream records.
Support trail: timestamps, refund offers, policy links presented to the customer.
Rule: If it’s not logged, it didn’t happen. Build a one-click PDF dispute pack generator.
Detect and clean merchant fraud without killing GMV
- Pre-list screening: Keyword + image hash models for prohibited items; KYC/KYB for sellers.
- Early-life throttles: For first 30 days or until 100 successful deliveries, cap order value and force 3DS challenge + signature.
- Post-purchase signals: Spike in “not as described” or “not delivered” → auto-review; require additional product photos or disable SKU.
- Make good policy: Empower ops to auto-refund where evidence is weak; it’s cheaper than a chargeback and improves acquirer optics.
Talking to the customer (defuses abuse, avoids regulator heat)
Acknowledgement (neutral):
We’ve received your chargeback request. We’ll review your authentication, order details, and delivery records and update you within 3 business days.
If evidence supports fulfillment:
Our records show a two-factor approval at [time] and delivery confirmation ([tracking/scan]). If you don’t recognize the device or address, we can help check for account compromise and resolve this quickly.
If merchant fault likely:
We’re sorry—your order did not meet our delivery standards. We’ve refunded the transaction and opened a review with the seller to prevent recurrence.
(Keep AML-sensitive language neutral; never mention STR/SAR.)
Metrics boards and lenders expect (and how to show improvement)
- CB ratio (monthly) and fraud bps
- 3DS adoption, challenge pass %, frictionless fraud %
- Reason-code mix (NDR, not-as-described, fraud)
- Representment win % and time-to-kit
- Refund share (refunds resolved before chargeback)
- Merchant cohort heatmap (losses by seller and SKU)
FAQ (quick answers)
Q: If we force 3DS everywhere, are we safe?
A: It helps for “unauthorized” claims, but won’t rescue non-delivery or misleading listings. Pair 3DS with delivery proof and clear policies.
Q: Do Law 6502 rules mean we must always refund?
A: No—but they demand clear info and easy cancellations. When those exist and evidence supports you, networks often side with you.
Q: How do we cut reserves?
A: Share monthly metrics, enforce the rolling reserve ladder with cure periods, and show trend improvement (3–8 weeks).
Conclusion
Chargeback abuse vs. merchant fraud is the same story from two ends: weak disclosures and sloppy ops invite consumer disputes; bad sellers invite network scrutiny. Align your flows with Law 6502 and card-network rules, insist on evidence standards in contracts, and industrialize disputes. Do this, and you stop margin erosion, lower reserves, and keep acquirers—and investors—onside.
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