Ten years ago, I started down a path that would transform my life.
I set out with a simple idea: create a solution to solve the illegitimate chargeback problem that was crippling my eCommerce business. I began with a desire to learn more about the problem disrupting my business, but I had no idea then that it would grow to what it is today.
Chargebacks911 quickly evolved from a side hustle to a fulltime gig. We grew from a small consulting firm to an international fintech brand, employing more than 400 people across North America, Europe, and Asia.
I can’t express how proud I am of everything we’ve managed to achieve in just a few short years. But, in recognition and celebration of our ten-year anniversary, I wanted to take the time to look back over the years and highlight our top ten milestones:
#1. Greater Awareness of Chargebacks in the Payments Sector
As an organization, this was one of our first goals. We recognized the deep need for experts who understood the chargeback process, and who could develop the solutions and tools to mitigate risk and help merchants recover lost revenue. Initially, this was our first barrier to success. We could never have become what we are today without genuine teamwork, dedication, and perseverance.
#2. Innovation
When we first started, people assumed that chargebacks were just another unavoidable “cost of doing business.” Instead of combatting disputes, merchants just accepted them. There was need for serious and transformative change, and Chargebacks911 stepped in to fill that role. We changed the game by offering the industry’s first end-to-end chargeback management service. Even today, we continue to push forward and stay on the cutting edge of technology and transformation in the payments space.
#3. Rapid Growth
As I alluded to before, the rate of Chargebacks911’s growth was staggering. We started helping just 12 merchants back in 2011. Today, we serve more than 45,000 active merchants. Our clients represent a diverse portfolio, operating in 87 countries across 27 different verticals and dozens of different currencies.
#4. Rapid Expansion
Chargebacks911 started as a consulting gig that I could perform on the side. At the time, my main focus was still on my eCommerce business. It didn’t take long, though, before I realized that this was going to become something very big. Chargebacks911 grew to become the main focus of the team behind my eCommerce store, and we just kept growing from there. Today, we have hundreds of employees in the US, UK, India, Singapore, and other countries around the world.
#5. Knowledge
I’ve been a long-time advocate of overhauling chargeback processes and making other substantial changes to legacy infrastructure and policies. My goal is always to improve merchant rights and equip sellers with the knowledge to effectively manage chargebacks. One of the ways I achieved this was through authoring the book Chargebacks for Dummies, and offering it to the public for free. I also partnered with Citibank, American Express, and Bank of America to participate in the Consumer Action initiative, which provides free courses and guides to banks and their cardholders. We educate consumers on when and how to use the chargeback process, and how they can protect themselves from unauthorized charges.
#6. New Brands
We launched Fi911 last year as the sister company to Chargebacks911. Fi911 handles end-to-end chargeback lifecycle management for financial institutions and payment facilitators. The company’s tools are built for the challenges that financial institutions face today, with an eye for adaptability that makes it possible to smoothly respond to new developments. Fi911 supports traditional card payments, alternative payment methods, loyalty programs, and real-time collaboration tools.
#7. Paid for Grades
As Chargebacks911 has grown, so has our desire to give back and champion causes both in and out of the industry. Of all my professional accomplishments, launching Paid for Grades is perhaps the most meaningful. Chargebacks911 has fully funded the Paid for Grades program since 2013, which has helped hundreds of students achieve academic success by providing learning modules, support through tutors, and cash rewards.
#8. Fintech Diversity Radar Advisory Board
Financial technology is projected to be one of the fastest-growing and most influential markets in the world over the next decade. The fintech space offers incredible opportunities, and we need relevant, up-to-date data on how to support a more diverse and sustainable marketplace. Earlier this year, I was asked to sit on the board of this newly-launched global platform, which aims to gather progressive data on women in fintech to better understand their impact and contribution to the digital economy.
#9. LIFT: Elevating Women in Fintech
I’ve always been a champion for women and young girls being offered opportunities in underrepresented STEM fields. This recently launched mentorship program allowed me to put that passion into action. Its aim is to empower female leadership across the thriving fintech and payments ecosystem. The free program facilitates one-on-one meetings with industry leaders and entrepreneurs, where they can discuss challenges and pressure points, and gain insights that can positively impact their lives.
#10. Recovering Revenue for Merchants
I know firsthand what it’s like to be a merchant struggling with chargebacks. I’m extremely proud that, over the last ten years, Chargebacks911 has been able to protect over 10 billion transactions from chargeback abuse. We’ve recovered more than $1 billion in falsely disputed or stolen revenue for our clients to-date!
Looking to Tomorrow
As we celebrate our tenth year in the industry, I could not be more grateful to everyone’s hard work and dedication. This isn’t a “one-man” (or “one-woman”) show. Our ongoing success wouldn’t be possible without the combined efforts of each and every team member working behind the scenes.
Our motto at Chargebacks911 is “challenge the status quo.” That phrase is emblazoned on our logo, and we try to live by it every day. We are constantly pushing for change, advocating for merchants, and sharing knowledge with those who need it most. I’m so excited to celebrate ten years…but I’m even more excited thinking about where we’ll go in our next ten!
