Closer To The Ideal

This is impressive. With one small change and 37 Signals reduces credit card chargebacks by 30%:

We’ve never had a lot of chargebacks (a chargeback is when a customer calls their credit card company to dispute a charge they don’t recognize), but last year we made a simple change that reduced our chargebacks by 30% as a percentage of sales.

…One of the issues we have at 37signals is that many people know our product names better than they know 37signals. They sign up for Basecamp or Highrise without knowing that there’s a company called 37signals behind the product.So sometimes people see a charge on their card from 37signals but they don’t know what it’s for. And even if they did remember 37signals, they still may not recognize the charge.

…So I decided to register 37signals-charge.com, redirect it to 37signals.com/charge, write up a page explaining why there’s a charge on your card, and put that URL on people’s charge slips instead of “37signals, LLC” or “Basecamp” or “Highrise” etc.

Now when someone buys something from us, this line item shows up on their credit card statement:

37signals-charge.com 800.xxx.xxxx IL

Visiting that URL takes you to this page where we explain the charge, the products, some suggestions if you don’t recognize the products, and a link to our billing support form someone needs additional help.

This entry was posted on Thursday, January 29th, 2009 at 11:14 am and is filed under 37signals. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.