"After Justt became our partner, time spent on chargebacks was never a big factor because Justt dealt with everything."
Marley Spoon, a global meal kit subscription company and partner of Martha Stewart, delivers fresh ingredients and recipes to customers’ doors each week. With operations across multiple regions—including the U.S. and Australia—Marley Spoon processes a high volume of recurring transactions, making it particularly vulnerable to chargebacks.
Initially, the company handled disputes manually—tracking cases in spreadsheets, gathering evidence by hand, and managing workflows across multiple systems. As order volume surged during COVID-19, so did chargebacks. The process became overwhelming.
Since partnering with Justt, Marley Spoon has tripled its chargeback win rate, reduced operational overhead, and gained clear visibility into dispute performance—all with a fraction of the effort.
Before using Justt, chargeback management at Marley Spoon was entirely manual.
“It was a very rudimentary system,” said Miguel Fernandes, Payments Specialist at Marley Spoon.
With no centralized system or performance feedback, it was difficult to know which tactics were working or how chargebacks were affecting the business financially. On top of that, understanding PSP reason codes was a challenge: they were often too broad to pinpoint the root cause or tailor the response.
“It was just ‘here’s the template, fill it in. If it works it works, if it doesn’t, we’ll never know what to change,’” said Fernandes.
As Marley Spoon grew, so did its disputes. During peak periods, three full-time team members were handling chargebacks in the U.S. alone.
“With three full-time employees on top of the cost of the chargebacks, it became way too much,” said Fernandes.
After evaluating options, Marley Spoon chose Justt—an AI-powered platform that automates chargeback disputes and continually learns from results.
Justt helped Marley Spoon:
Although Marley Spoon initially relied on PSP-provided data, Miguel soon worked with his internal data team to integrate shipping and order-level insights. The result? Even higher win rates and stronger case submissions.
“All super fast. All easy to handle. It’s perfect,” said Fernandes.
Justt’s impact was immediate and significant.
Win Rate Jumped to 37%
Before Justt, Marley Spoon’s win rate was estimated internally 8–10%. With Justt, the company now sees a win rate of 37% and a recovery rate of 36%.
“It was a massive improvement to say the least,” said Fernandes.
Chargeback Management Time Cut From Days to Hours
Miguel is now the only Marley Spoon employee who spends time on chargebacks, and his workflows are much more efficient with Justt.
“After Justt became our partner, time spent on chargebacks was never a big factor because Justt dealt with everything,” said Fernandes.
Real-Time Reporting for Business Decisions
Before Justt, reporting was almost non-existent—tracked manually with a six-month delay. Now, Marley Spoon has instant access to dispute trends, recovery performance, and risk insights, which helps inform operations and cross-functional initiatives.
Better Fraud and Fulfillment Insights
With more time and better data, Marley Spoon can now identify patterns: if there’s a spike in delivery-related chargebacks, it could point to a fulfillment issue or a weather-related disruption. If it’s fraud-related, they can immediately address it with fraud prevention partners.
For fast-growing, high-volume businesses like Marley Spoon, chargebacks can no longer be treated as a manual side task. With Justt, Marley Spoon gained:
Now, Marley Spoon is well positioned to continue growing while avoiding unnecessary losses due to chargebacks.
Ready to learn more about how Justt can you keep more revenue? Request a demo to learn more.
If you’re interested in elevating your chargeback recovery rates with Justt, book a demo today.
If you’re interested in elevating your chargeback recovery rates with Justt, book a demo today.
