The win rate is growing through time, so the model is learning how to better defend chargebacks for Eneba
Eneba is a global digital marketplace for gamers, offering game keys, gift cards and more. With customers across dozens of markets and millions of transactions processed each year, Eneba operates in a space that’s highly vulnerable to friendly fraud—especially given the low-ticket, high-volume nature of its digital products.
While the company initially dealt with chargebacks in-house, it changed course when it was hit by a major fraud wave. At that point, Eneba recognized it needed a way to defend chargebacks at scale, without missing deadlines or overloading its team. That’s when they turned to Justt.
Since partnering with Justt, Eneba has achieved chargeback win rates approaching 58%—a surprising feat for a company selling non-physical, instantly delivered goods.
Before joining Eneba, Patrick Gehre, Fraud Prevention Manager, had seen chargebacks managed many ways: manual Word docs, internal scripts, outsourced tools; but never with the scale or automation Justt offered.
When Gehre joined Eneba, Justt was already in place. The decision to bring the platform on had been driven by a massive fraud spike, during which the team couldn’t keep up with the volume of incoming disputes.
“People weren’t able to respond to all the chargebacks in time,” said Gehre.
The company’s business, digital goods, presented another challenge: there’s no signature, no delivery photo, no physical proof to submit as evidence. This historically has resulted in low win-rates.
This was in contrast to Gehre’s past experience in luxury physical goods sold from retail locations. Physical retail provides a wealth of compelling evidence such as signatures and CCTV footage which can help improve win-rates.
With digital only goods, Eneba found it difficult to compile compelling evidence at scale.
Eneba adopted Justt’s AI-powered platform to fully automate chargeback defense. And quickly saw major improvements in their chargeback processes.
Eliminate manual work and human error
With Justt, Eneba eliminated the manual labor of chargeback management and representment. This saved time, cut costs, and reduced errors.
“There are a lot of manual mistakes, so having an automated tool is super valuable,” said Gehre.
Quickly respond to every chargeback on time, regardless of volume
Justt automatically scales and downsizes with Eneba’s chargeback volume. No more slow periods where a team is overstaffed or busy periods where a team is overwhelmed and ineffective.
Strong and improving win-rates
Justt’s dynamic arguments gather evidence and datapoints to create tailored arguments for each individual chargeback. This level of specificity creates compelling representments, and, as the system learns, it only gets better.
“What surprised me most was the win rate—close to 60% on fraud disputes for digital goods. That’s incredibly high,” said Gehre.
Reliable chargeback management for a growing company
Gehre also noted Justt’s reliability was a major advantage over internal systems he had used in the past. Internal scripts at past companies often broke when systems or processes changed, throwing a wrench in the fraud team’s plans.
“Using a script is not an easy job. You need time, you need developers,” said Gehre. “Justt adds intelligence that a script doesn’t have.”
By contrast, Justt’s platform has been stable and scalable, even during periods of rapid growth.
58% Chargeback Win Rate
For digital goods, this level of success is rare. Justt’s optimization and adaptive learning drive unexpectedly strong outcomes, even without physical proof.
Continuous Improvement Through AI
Over time, Eneba’s results have steadily improved with Justt’s automated A/B testing and dynamic arguments.
“The win rate is growing through time, so the model is learning how to better defend chargebacks for Eneba,” said Gehre.
Scalable and Reliable Chargeback Management
Unlike in-house scripts, Justt doesn’t break with backend updates or system changes. It’s a contract-backed solution that enables Eneba to scale without operational risk.
For digital marketplaces like Eneba, chargebacks are a constant—especially when delivering instant, digital products. But that doesn’t mean fighting them has to be time-consuming or ineffective.
With Justt, Eneba has:
Ready to learn more about how Justt can you keep more revenue? Request a demo to learn more.
Ready to learn more about how Justt can you keep more revenue? Request a demo to learn more.
Ready to learn more about how Justt can you keep more revenue? Request a demo to learn more.
