Case Study

Melio Knocks Out
Chargebacks with AcroCharge

85.5%

Success rate for reversing chargebacks after improving results by 54.5 percentage points.

$376K

In total revenue recovered over the first 12 months.

All done while managing a caseload that grew

345%

as Melio dramatically increased its revenue and scaled up operations.

Case Study

Melio Knocks Out
Chargebacks with AcroCharge

Executive
Summary

Rapidly expanding fintech startup Melio anticipated problems with chargebacks as part of their growing pains. They also wanted to minimize any distractions and to focus on scaling up core operations. Consequently, the company decided to preempt any related issues and to ensure strong success rates fighting chargebacks. AcroCharge’s tailor-made, hands-off solution fit the bill. Starting in February 2020, AcroCharge took over Melio’s chargeback defense and drastically improved results, including:

  • 85.5 percent of chargebacks reversed, a 54.5 point lift.
  • $376,000 in revenue loss avoided over the first 12 months.
  • All done while managing a caseload that grew 345% YOY as Melio dramatically increased its revenue and scaled up operations.
About
the Client

Melio is a digital alternative to the tedious and expensive bill paying methods many small businesses are still using today. Its platform is designed to help small businesses pay their bills in ways that free up schedules and extend cash flow. The company currently has over 250 employees and is valued at $1.3 billion.

The
Challenge

Part of the attraction of Melio’s offering is that it enables small businesses to pay vendors using their credit cards. The appeal of Melio’s solution led its monthly active users to grow in 2020 by more than 2,000 percent, but as its user base grew so did its chargebacks. Melio had a risk team that was busy fighting other types of fraud and was getting distracted fighting illegitimate chargebacks, something that was outside its real area of expertise. However, the average chargeback amounts were large enough that the company couldn’t just ignore them as the cost of doing business. Melio’s risk team wanted to refocus on its core mission to support the company as it scaled, but also needed to increase the number of chargebacks fought and its success rate fighting illegitimate chargebacks. Building a separate chargeback analyst team with the required recruitment of expertise and training and development didn’t seem an attractive option for a rapidly growing startup.

Solution

The risk team at Melio was open to new solutions that would allow a more hands-off approach to chargeback mitigation. But the team also needed an answer that didn’t involve a lot of development time that would take up resources and distract company management during the implementation phase.

With AcroCharge, Melio found a solution that required no setup fees and minimal time investment. The entire process of outsourcing all the company’s chargeback details from its payment service provider took just 2-3 weeks to complete.

Instead of spending resources building in-house expertise necessary to win payment disputes, AcroCharge gave Melio an immediate improvement in success rate and number of chargebacks fought. This included an incredibly high success rate reclaiming high-ticket chargebacks in the notoriously difficult to win arbitration stage of credit card disputes.

Results

Melio implemented the AcroCharge solution in 2020. One year later the company’s success rate had grown 54.5 percentage points to cover 85.8 percent of chargebacks fought. Not only did the success rate jump but it did so while the volume of chargebacks expanded in tune with the rapid growth of Melio’s revenue. Over the course of the year, the company prevented $376,000 in revenue loss by implementing AcroCharge and successfully contesting chargebacks.

“We see AcroCharge not only as a chargeback mitigation solution, but as our partners in navigating the jungle of chargebacks and card processing.

Their hands-off solution integrates with our card processor, allowing us to move our focus from the never-ending task of fighting chargebacks to conquering our core business goals.”

Matana acrocharge Testimonial
Matana Soreff
VP Risk & Compliance, Melio

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