Creating a Seamless Customer Experience

At a glance


Chargehound needed to find a way to document the wide array of payment processor, card network, and integration combinations that its merchants use to process transactions, and make information on them easily accessible to the product team.


With Slab, onboarding new merchants to Chargehound and getting them activated with the platform is simple — a matter of navigating to the relevant page in the documentation and following the process.

Key Points

  • Accelerates new merchant onboarding by simplifying and codifying the process
  • Enables horizontal and vertical communication so teams can move faster
  • Builds ownership into every process and helps the team grow

For merchants who process thousands of transactions a day or more, chargebacks can be a time-consuming and costly fact of doing business. Chargehound helps make it faster, more efficient, and less costly for merchants to deal with chargebacks—and Slab helps Chargehound do it so that it feels like magic.

With an average chargeback rate of 1% on 30,000 sales per month, a merchant might have 300 chargebacks a month to respond to. If it takes a human 30 minutes to respond to each chargeback, that’s at least 150 hours per month gone. And if those chargeback disputes aren’t successful, that could be tens of thousands in revenue lost.

Chargehound helps merchants spend less time preparing dispute responses and more time making money by automating the chargeback resolution process, gathering evidence from the company’s data, and submitting evidence on their behalf to financial institutions.

One vital piece of that automation is having the many different permutations the chargeback process can take codified inside Chargehound. Every time a new customer signs up, Chargehound needs to get set up with that customer’s specific combination of bank, card network, payment processor and type of integration.

To shorten the onboarding process and get their customers activated sooner, all of Chargehound’s institutional wisdom about how to get set up with the different combinations of providers is hosted in Slab, where everyone on the team can access it.

“There are edge cases for every card network, for every payment processor, for every type of integration that we do, and all those things have documentation in Slab,” says Adrian Sanders, CEO and co-founder of Chargehound.

Whether a customer wants to do a direct API integration with Chargehound or they want to use a processor like Braintree or PayPal, all of the information on how to set that up is written up as a simple-to-follow checklist, entered in Slab, and made accessible to whoever on the team needs it—from sales to engineering.

With all of this documented in Slab, the customer experience becomes seamless from signup to activation. Slab maintains the institutional knowledge about how to set up with any kind of payment processor or card network, and Chargehound’s team just needs to run through the checklist to make it happen—from there on out, the customer can sit back and let Chargehound work its magic.

Move faster with better communication

Top-down communication of information isn’t usually the most efficient model in an organization of sufficient size or complexity. At Chargehound, they realized early on that visibility and transparency around the company’s tech—and around the complexities of the chargeback process—was essential to ensure they could keep the team moving and acting quickly.

“We recognized that we needed a wiki that was simple and easy to use, one that really made it easy for horizontal communication. That way, if the product side of the company learns something that is applicable to the business side, it’s not just top-down reported to your boss,”

Picture of Adrian SandersAdrian SandersCEO

“Whenever you have something that other people should know about [at Chargehound], it gets posted into Slab, which makes it easy to be documented for other people to learn about it.”

With Slab, Chargehound can ensure that information travels quickly across the team—both vertically and horizontally—and isn’t held up by organizational friction. That helps the whole company learn faster and serve their customers better.

Help the team take ownership

Companies only grow when members of the team can step up, own their responsibilities, and eventually pass those responsibilities onto others. At Chargehound, assigning ownership of Slab entries is fundamental to how team members develop new specialties and grow.

“Sometimes it’s hard to directly give ownership of things to team members by just telling them. In Slab, we’re able to say, okay, I don’t really touch payment processors anymore, so you produce documentation around this. It’s your baby now.” says Sanders.

Verbally giving someone ownership over a new field produces a weak commitment. Ask them to write, maintain, and update the written schematics of a team or process, however, and you ask them to invest more strongly. When you do that, you encourage the kind of responsibility that leads to real ownership.

Streamline merchant onboarding

For Chargehound, bringing on new merchants has to be as quick and painless as possible. The ability to create a hassle-free onboarding experience helps solidify their relationship with the customer early on.

Better onboarding leads to more successful customers as well. The easier it is for Chargehound to right-fit solutions for a new merchant, the more credibility they’ll gain—which is how they’ll grow their business.

“Every time we bring on a merchant, there’s just a lot to go over. As much as possible, it’s our job to get a lot of that process and put it into the knowledge base so that, as we grow, we can scale that knowledge,”says Sanders.

Easy to find documentation in Slab simplifies the process of setting up a new customer and reduces the cognitive work required to determine the best possible path to success. This shared knowledge can also be used to improve the product based on qualitative feedback.