Gytis Tuminas
Hostinger, a web hosting solution, helps millions of customers build and host websites with reliable, affordable solutions. With a customer base that spans the globe, Hostinger processes a high volume of online transactions through various payment methods, including credit cards, PayPal, buy now and pay later (BNPL) options, and numerous local payment methods like Boleto in Brazil.
As the company scaled, so did its chargeback challenges. Managing disputes manually was time-consuming, inefficient, and difficult to scale. Worse, Hostinger found that their efforts to recover revenue were often futile, leading them, at some point, to consider abandoning fighting chargebacks — surrendering revenue from legitimate transactions.
That all changed when Hostinger decided to begin using automated chargeback management, which they learned about from similar companies with the same challenges. Using automated chargeback management would free Hostinger from manually dealing with chargebacks and would provide higher win rates.
Hostinger chose Justt, an AI-driven chargeback automation solution, as its provider. Within weeks, Hostinger’s chargeback win rate tripled, and their team saved up to a full workday per week, freeing them to work on additional projects surrounding their payment and anti-fraud infrastructure.
A significant portion of Hostinger’s chargebacks came from friendly fraud—cases where customers legitimately made a purchase but later disputed the charge. Unlike true fraud (where a stolen card is used), friendly fraud cases could often be won with the right evidence—but Hostinger lacked an efficient way to fight back.
“It was kind of a headache, to say the least. I knew that the more chargebacks I saw at the end of the week, the more work I’ll have to tackle manually,” said Gytis Tuminas, Hostinger Payment Fraud Analyst.
In addition, the team had limited visibility into dispute success rates. The process was highly manual, requiring the team to:
The workload was overwhelming, and the win rate was low. Hostinger’s team faced a difficult dilemma:
The company went back and forth on the best way to deal with chargebacks, and for a time, stopped challenging chargebacks altogether, focusing only on keeping chargeback ratios within acceptable limits.
This meant that Hostinger was allowing illegitimate chargebacks to go unchallenged due to the difficulty of managing them in-house.
Hostinger learned about Justt through industry peers and was immediately intrigued by its AI-driven chargeback automation. Hostinger’s selection criteria were:
Automated evidence collection & submission – the ability to generate and submit optimized dispute responses without requiring manual effort.
Automated win-rate improvement – continuously improving success rates by analyzing past dispute patterns, A/B testing, and adapting submission strategies.
Performance-based pricing – having the chargeback vendor only earn when disputes are won, ensuring aligned incentives with Hostinger.
Unified Reporting – being able to easily see win-rates, chargeback rates, and trends across PSPs.
Gytis Tuminas, Hostinger’s Payment Fraud Analyst, found the Justt integration process surprisingly simple.
“I’m not a developer, so I wasn’t sure what to expect. But the integration was really easy,” said Tuminas.
Within two weeks, Hostinger saw chargebacks automatically being contested, with no additional effort required.
With Justt in place, Hostinger saw immediate improvements in chargeback management:
“Now, given that our chargebacks are under control, it’s just another metric for me to look at knowing that I don’t really have to deal with it in any way. It’s all taken care of,” said Tuminas.
One additional benefit of working with Justt was better visibility into chargeback performance. Before Justt, tracking Hostinger’s win rate was a manual and tedious process, requiring updates in a massive Google Sheet.
Now, Justt’s dashboard provides clear, real-time insights into win rates and dispute outcomes, making it easy for Hostinger to track performance.
For fast-growing businesses like Hostinger, efficient chargeback management is critical to maintaining healthy revenue streams. By partnering with Justt, Hostinger:
“An increased win rate and we didn’t need to do much in order to achieve it, so it’s a win-win for us,” said Gytis Tuminas.
Chargebacks no longer drain Hostinger’s resources—and they no longer go unchallenged. With Justt’s AI-driven solution, Hostinger has regained lost revenue, reduced operational burden, and improved fraud management for the long-run.
If you’re interested in elevating your chargeback recovery rates with Justt, book a demo or contact us today.
