Gearing Up for Black Friday: How HexClad Overcame Chargeback Challenges with Proactive Preparation

When it comes to Black Friday and Cyber Monday (BFCM), the stakes are high for eCommerce merchants. While the opportunities for boosted sales are extensive, the challenges are even greater, specifically chargebacks and fraud. For HexClad, a leader in premium cookware, preparation was at the forefront of their strategy. 

Michael Ludwig, HexClad’s Head of Customer Service, spearheaded this initiative to ensure his team was more than prepared to face the holiday season challenges head-on. His proactive approach laid the foundation for HexClad’s success during the busiest time of the year.

The Challenge: Managing Seasonal Chargeback Surges

As many merchants know, seasonal order spikes during BFCM bring a wave of chargebacks and fraud in the post-holiday period. With extensive experience in high-volume retail, HexClad recognized that their manual workflows were resource-intensive and limited in scalability, leaving them vulnerable to holiday fraud and chargebacks. 

HexClad wanted a solution that could:

• Proactively manage chargebacks and minimize losses.
• Streamline operations and reduce the burden on internal teams. 
• Efficiently protect revenue without excessively draining resources.

By preparing well in advance, HexClad positioned itself to meet these challenges with precision and confidence.

The Solution: Automation and Insights with Chargeflow

Michael chose Chargeflow to help revolutionize how they handled chargebacks. With a fully automated and AI-driven solution, HexClad replaced their manual workflows with an end-to-end system that drastically improved efficiency. 

This allowed them to:

• Automate Chargeback Handling: Streamlining responses and reducing manual work by automating dispute notifications, evidence gathering, and response submission.
• Gain Real-Time Insights: With access to actionable, data-driven intelligence, they handled disputes with confidence and agility.
• Simplify Evidence Collection: Automation boosted the accuracy and success rates of dispute responses.

In a short period, these enhancements empowered HexClad to handle peak shopping periods with greater efficiency and precision.

The Results: Record-Breaking Gains in Recovery Rates and Efficiency

HexClad’s proactive approach using Chargeflow as their solution delivered measurable success:

• 59% Improvement in Recovery Rates: HexClad successfully protected more revenue from disputes, significantly boosting their bottom line.
• 199 Hours Saved: Automating workflows reduced the team’s workload, allowing them to free up valuable time and redirect resources to more critical tasks.
• Real-Time Results Rendered: With Chargeflow’s real-time dashboards HexClad had actionable intelligence, empowering them to handle disputes effectively and with agility.

Want to Achieve Results Like HexClad?

Check out the full story of HexClad’s BFCM preparation and how they transformed their operations into a streamlined process. 

You can also improve your recovery rates by 59% or more, save 199 hours or more, build a resilient fraud prevention strategy for peak sales seasons, and be ready for it all. 

👉 Read the Full Case Study Here