Originally Posted by dyna mo

I appreciate the acknowledgement.

PornNerd, good luck getting to the bottom of it, since you're open to the idea of contacting the chargebackers directly, a couple more suggestions:

I would not reward them or offer a freebie or anything for replying.
Let them know you are the owner and you are apologetic that your product did not deliver.
You are contacting them because a chargeback is a serious matter with the bank, there's a $35 fee on top of giving the money being refunded back and chargebacks are nicks against your merchant account. to keep on good terms with your merchant bank you are hoping to get feedback re: the issue that led to the chargeback o you can correct it.

Originally Posted by PR_Phil

when nothing else changes and your chargebacks skyrocket, look first to your affiliates.

do you have any new affiliates doing a larger volume of sales?

do you have long time affiliates who's sales have all of the sudden increased?

check those guys out and see if you have specific webmasters with really high chargebacks. In the last few years we've had some webmasters who promoted PimpRoll for several years with no issues turn to fraud, guys who's sales had declined over time, I am sure it is tough to watch your sales go down and a few guys are bound to try some shady things to get back to where they used to be.

(not knocking webmasters here, but over time as you get more and more, you are bound to get a few bad apples).

also, you use third party billers, do you let any other companies cross sell your sites from theirs? Because even if your site is better than theirs, if they get more aggressive on their sales tactics and pricing, it will result in more CB's to your site. When customers are pissed, they are likely to CB both sales, not just the initial, or not just the Xsale. (I see you have no cross sales on your sites, so this is likely not it, but definitely something that causes problems at third party billers).