如果商家的爭議率（拒付率dispute rate）超過甚至接近1%，國際發卡行和收單行會根據妳的爭議率來判斷您是否是高風險（HIGH RISK）商家。這是國際網絡信用卡的通用規則，STRIPE正是以此來評估商家。有很多商家會問，爭議率超過1%會怎麽樣？超過後有幾率會封號，暫停使用。在鉅恒的數據統計中，篩除掉沒有反饋的客戶，封號率大概是4%。不過封號也有解封的可能，我們有累積了各種案例提供給我們的客戶，不在此討論。
目前有價值的討論是未雨綢繆。為避免封號，如何從壹開始運營就規範化，降低STRIPE的爭議率。
我們來看這個例子，商家收到STRIPE發的郵件原文：
Thanks for sending across the information! Your account has been re-enabled. However, we’re reaching out because your Stripe account for XXXX.com is at risk of receiving an elevated level of disputes, given the industry you operate in and the charges that have come in so far. Per industry standards, it is difficult for us to support businesses with dispute rates above 1% (by volume or count) on an ongoing basis. It generally takes about a month after the date of the charge before a customer submits a dispute, and we expect that your dispute rate will likely climb.
Given your elevated dispute risk, we will need to?hold 25% of all payments for the next 90 days in reserve. During this time, reserved funds will cover any disputes or refunds on your account. Should dispute rates be at acceptable levels after the 90-day monitoring period, reserved funds will automatically be paid out to your bank account. In the meantime, you can track your overall dispute activity under the Analytics section in your Stripe dashboard. To learn more about dispute prevention and common reasons why cardholders file disputes, please view our documentation at (......);
? To ensure that your business maintains healthy operations and a low dispute rate, we recommend the following best practices:
? - Set realistic expectations for your customers by clearly communicating estimated shipping or digital delivery times prior to accepting their payment information. If delays are to be expected due to high demand, this should be indicated up front or via email immediately after accepting a payment.
? - If selling physical products, refund cardholders who do not wish to wait for items that are expected to be delayed longer than the originally communicated shipping time. The refund should be issued to their original payment method rather than providing store credit.
- Provide shipping tracking numbers or digital delivery receipts as soon as they’re made available so cardholders know when they can expect
從STRIPE官方反饋，封號解封了，處罰不能少。
由於商家的爭議率過高，平臺保留入賬25%的款，時長是90天，90天的監測期過後再返還給商家。
同時STRIPE給出了降低爭議率的三個要點：
1. 商家收到款之後盡量通知客戶貨物的到達時間，讓客戶心裏有個預期。如果時間延遲，要及時通過郵件等方式告知客戶。
2. 商家需要跟客戶以退款等方式協商解決，如果客戶因貨物延遲不願等待。避免店鋪的信譽受損。
3. 商家發了貨盡快的提供單號或者發貨照片給客戶，讓客戶安心。
做足以上，不僅可以降低整體的爭議率，在爭議出現的時候也可以作為有力的證據贏得爭議。
嗯，上傳就可以了。