I'm surprised the part on combatting friendly fraud (4.2) didn't include a part about contacting the customer directly, most likely via phone. If you are in an industry where this occurs more often, you might even want to invest in telephone authentication. While it won't stop the friendly fraud, it will be a deterrent.
Anyways, contacting the customer can usually get things resolved as well, even if they went straight for the chargeback.
Never underestimate human contact. You might be surprised why they went with a chargeback. Some just thing it's the way to get a refund for something that was wrong. Yes, sometimes the person is just being a douche, in which case you can assure the person that you thank them for reporting the case, and that you will be following up by filing a police report. When they realize what information you have available, some are quick to want to work something out, usually that involves calling the bank in a 3 way conference call and canceling the charge back.
It won't always work, but the nature of chargebacks means every little bit helps.
Again, this also depends on the nature of the industry you are in.
(balanced employee) This is absolutely true, the additional snarl here is that Balanced works directly with the company/marketplace that the customer is interfacing with.
Our policy, as much as possible, is to defers to that company with regards to customer contact because we don't want to interfere with that customer relationship/experience. We support their customer support, we don't supplant it.
3DS, while effective, is not a bullet proof solution. Requiring 3DS transactions will impact sales, and can impact them enough that it's better to not use it. I always recommended a scoring approach (reach a certain threshold, and we require 3DS).
Even still 3DS only affects the initial transaction. Any recurring payment won't benefit from the 3DS transactions. There are ways to encourage 3DS use (discounted membership fees if one performs a 3DS transaction), but outside of games like that, 3DS only affects the transaction it's made with.
Phone verification will not stop the worst of the fraud. Do not underestimate how well some people lie. It will deter the small time criminals, but not professional.
(balanced employee) You are 100% on the money. Customer support part of user experience is largely controlled by the marketplace. We would be happy to provide any guidance in this regard.
Anyways, contacting the customer can usually get things resolved as well, even if they went straight for the chargeback.
Never underestimate human contact. You might be surprised why they went with a chargeback. Some just thing it's the way to get a refund for something that was wrong. Yes, sometimes the person is just being a douche, in which case you can assure the person that you thank them for reporting the case, and that you will be following up by filing a police report. When they realize what information you have available, some are quick to want to work something out, usually that involves calling the bank in a 3 way conference call and canceling the charge back.
It won't always work, but the nature of chargebacks means every little bit helps.
Again, this also depends on the nature of the industry you are in.