GO significantly reduced a client’s chargebacks through persistent coordination with Amazon.

What we’re celebrating:

Reduced our client’s chargebacks by nearly 50% YOY YTD.
Historically, PO On-Time Accuracy was the brand’s highest chargeback. It now makes up only 3% of their total YTD chargebacks and has been at almost 0% since April 2022.

Overview:

Global Overview manages a health and personal care brand that was dealing with large chargeback costs from Amazon, with the most significant of those being attributed to PO On-Time Accuracy. In the spring of 2020, we began communicating with the brand’s Vendor Manager and ISM, advocating to reduce the brand’s chargebacks through a ship window extension. After 18 months of persistent communication with the brand’s Amazon contacts, the ship window extension was pushed through, lowering the brand’s overall chargeback costs substantially.

The Challenges:

High chargeback costs, particularly through PO On-Time Accuracy.

PO On-Time Accuracy chargebacks made up 55% of the brand’s total chargeback costs in 2020 and 47% of the brand’s total chargeback costs in 2021.

The number of communications and time it took to get the ship window extension granted.

The Strategy:

Global Overview has strong relationships within all key functions at Amazon, meaning we firmly believe in the benefit of staying in touch and working collaboratively with our Amazon connections. This sets us apart from other agencies, allowing us to get unique access to certain things that are typically guard-railed.

This strong relationship played an important role in reducing chargebacks for our client. It meant we were in ongoing communication with their Brand Manager and ISM through a variety of mediums, including verbal discussions and email threads, making it easier to identify solutions that could alleviate the brand’s chargeback costs. Through our joint efforts with Amazon, we were able to make a “forced” update on the brand’s postal code, allowing the ship window extension to be enacted in November 2021.

The Results:

Thanks to our persistent efforts in acquiring a ship window extension, the client has experienced a nearly 50% reduction in chargebacks YOY YTD.

total chargebacks view_amazon case study

Additionally, PO On-Time Accuracy chargebacks now make up only 3% of their total YTD chargebacks and have been at almost 0% since April 2022.

PO on-time accuracy chargebacks case study_amazon

Is This Strategy Right for You?

Is your brand dealing with significant chargeback issues? Let our team step in and help. Our persistence, plus our collaboration with Amazon, can be the winning combination that takes the headache out of unnecessary costs.