Finally stopped using "convenience fees" as a catch-all label in my app receipts

For months I was just slapping a "convenience fee" on every small transaction my payment app processed. Then a customer in Austin flagged it saying it looked like a hidden charge and they almost disputed it. I checked my processor's rules and sure enough you have to specify what that fee is for like same-day processing or card type. Now I break it out line by line and my dispute rate dropped 12% in 2 weeks. Has anyone else dealt with vague fee labels causing chargebacks?

2 comments

2 Comments

david379d ago

Adding to what you said about them looking like hidden charges, I found that being upfront about why the fee exists actually builds trust with customers. Once I started slapping a one-liner like "2.9% for Visa/MC processing" next to the fee line, people stopped questioning it as much. Surprising how a little clarity can cut down the hassle on both ends.

derek6569d ago

Yeah "a little clarity can cut down the hassle" is honestly the key. I've noticed it everywhere, not just business stuff. Like when someone at Chipotle just says "that'll be extra" instead of listing the add-on price, you feel kinda cheated. But if they just say "guac is $2" you're like cool whatever. People just hate surprises with money.