🇦🇺Australia

Hohe Personalkosten durch manuelle Bearbeitung von Chargeback‑Fällen

Updated: Feb 20265 verified sources

Definition

Australian acquirers and dispute guides emphasise that merchants must collect and submit extensive evidence (invoices, delivery confirmations, receipts, communication logs) tailored to the specific reason code, and do so within tight time limits (often 10–30 days from notification).[1][2][5][8] NAB states that merchants generally have 14 calendar days to respond and must direct responses with required documentation, while its ERS platform exists precisely to streamline case tracking and reporting, indicating the otherwise heavy administrative burden.[1] Guidance for businesses stresses the need to understand the reason code, gather documentation and craft persuasive responses, underlining that each case demands non‑trivial staff effort.[2][5][8] For online and mail order retailers handling many small‑value transactions, the fixed labour cost per case can exceed the disputed amount, especially when handled manually across email, spreadsheets and multiple PSP portals.

Key Findings

Financial Impact: Quantified: Typical handling time per chargeback case is 30–90 minutes of skilled staff time (finance or disputes analyst) at an effective fully loaded cost of ~AUD 40–60 per hour. For an online retailer receiving 30–50 chargebacks per month, this equates to ~15–75 labour hours/month, or AUD 7,200–54,000 per year in internal processing cost. In peak periods or without tooling, overtime and error rework can push effective cost 20–30 % higher.
Frequency: Recurring monthly; spikes after sales peaks and marketing campaigns; continuous for any merchant with regular card‑not‑present volume.
Root Cause: Lack of integrated dispute management tooling; evidence stored in disparate systems (ecommerce platform, WMS, CRM, PSP portals); non‑standardised response templates; no triage rules for low‑value disputes; over‑reliance on manual email and spreadsheets for tracking deadlines and case status.

Why This Matters

The Pitch: Online- und Versandhändler in Australien 🇦🇺 binden jährlich 200–800 Arbeitsstunden allein für die manuelle Aufbereitung und Beantwortung von Chargebacks. Automatisierung von Datensammlung, Dokumentenbelegen und Standardantworten senkt diese Prozesskosten deutlich.

Affected Stakeholders

Accounts Receivable/Finance Team, Disputes/Chargeback Analyst, Customer Service Representatives, Ecommerce Operations Manager

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Financial Impact

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Current Workarounds

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Methodology & Sources

Data collected via OSINT from regulatory filings, industry audits, and verified case studies.

Evidence Sources:

Related Business Risks

Verlorene Umsätze durch versäumte oder schlecht bearbeitete Chargeback‑Einsprüche

Quantified: Typical Australian SME reports 0.5–1.5 % of card turnover as chargebacks in card‑not‑present retail; with poor dispute management, 50–80 % of disputable cases are lost by default. For an online retailer with AUD 10 million annual card sales, this equates to ~AUD 50,000–150,000 of chargebacks, of which 25–75 % (AUD 12,500–112,500) is avoidable revenue leakage from missed/weak disputes. Each chargeback also attracts a fee (commonly AUD 20–40 per case, per acquirer pricing), adding several thousand AUD annually.

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