Case Study: Viator achieves an 11% increase in chargeback win rates and a 60% reduction in chargeback management resources with Accertify’s Chargeback Management solution

Viator increased chargeback win rates by 11% and reduced internal resources dedicated to managing chargebacks by 60% after implementing Accertify’s Chargeback Management solution

Viator, a Tripadvisor company with a marketplace of over 395,000 tours and activities, faced rising chargeback volume and complexity during the COVID-19 pandemic. Its legacy, manual chargeback workflow—built on internally written code and tied to a data warehouse—was time-consuming and struggled to address growing first‑party disputes from mobile wallets, prompting Viator to seek an enterprise SaaS solution.

Viator implemented Accertify’s Chargeback Management (ACM) solution in June 2020 after a three‑month deployment, giving the team unified access to transaction, fraud and device intelligence. The move automated reporting (saving about 3–4 hours per week), raised chargeback dispute win rates by 11%, increased third‑party fund recovery by 7%, cut chargeback resources by 60%, and improved detection of “friendly” fraud—while enabling future CRM integration for better case visibility.

Viator

Andrew Spencer

Global Fraud Systems and Analytics Lead