Chargebacks are a common problem — so common, in fact, that you may think there’s nothing new to say about them. But Denise Aptekar, senior director of global payments at Upwork, has reconceptualized friendly fraud in a way that just might change the way you see chargebacks.
How should fraud and risk teams approach this ubiquitous problem? And how might chargebacks be used as a snapshot of customer experience as a whole? We sit down with Denise to find out.