Monica Eaton- Co-Founder and COO of Chargebacks911

In Conversation with Monica Eaton- Co-Founder and COO of Chargebacks911

Rule Breakers

Can you give me an overview of Chargebacks911?

At Chargebacks911, we provide end-to-end chargeback management by creating a custom solution that addresses every stage of the transaction process. We offer support from customer service prior to the sale, all the way through revenue recovery. We address both sides of the chargeback issue—prevention and representment—and use our expertise to reduce the overall number of chargebacks filed against merchants.

Where did the idea for Chargebacks911 COO come from? 

I was an online merchant prior to starting Chargebacks911. It was during that time when I first began experiencing a problem with payment disputes (also known as chargebacks). Most of these disputes were illegitimate, but I was still losing money anyway. My business wasn’t prepared to handle the startling amount of lost revenue, and in order to avoid bankruptcy, I set out to find a solution to my chargeback problem.

I became a self-taught expert in the payments industry, developing the most effective way to reduce the risk of chargebacks. Then, I began offering advice to other merchants dealing with the same problem. It soon became clear to me that merchants needed someone to help guide them through every step of the process, and I knew that I was one of the few people who truly understood chargebacks and how to manage them. 

What was your age when you started your company, and what makes you be your own boss?

I launched Chargebacks911 in my early thirties. While it’s the most ambitious business I’ve ever been a part of, launching new ventures comes pretty natural to me.

I built and sold my first small business when I was still a teenager. Over the years since, I’ve launched several successful ventures in a few different industries. As mentioned before, I was involved in eCommerce prior to Chargebacks911.

I think what sets Chargebacks911 apart from those previous ventures, though, is that with this case, we’re literally inventing our vertical as we develop it. That’s what makes it such an exciting project to lead.

What does a typical day of an entrepreneur look like, and how do you make it productive?

In Conversation with Monica Eaton- Co-Founder and COO of Chargebacks911

I think the key to staying productive is to never grow complacent. I know many people who fall into the trap of believing their work is finished once they’ve “made it.” On the contrary, I don’t think the work should ever be over.

Entrepreneurs need to continue innovating, learning, and trying out new ideas. It’s the bedrock of our profession. Someone else can always come along and make something better, faster, easier, etc., and it’s our job to lead the pack in a totally new and exciting way of work.

Where do you see yourself in the next ten years?

As a business woman, I see myself continuing to break down barriers and be a voice for other women in the IT and payments spaces. Given that eCommerce is still a comparatively small and fast-growing channel, Chargebacks911 has the potential for truly astronomical growth in the next decade.

What does success look like to you?

That’s a hard question! To me, success doesn’t always look like a big house or a fancy car. Success is a combination of things, but I think I would narrow it down to the ability to overcome life’s toughest challenges and to inspire those around you to be better. I feel like I’ve been successful if my actions leave an indelible, lasting, positive impression on the world.

The Entrepreneur who you most inspired by?

There are a lot of people who I look up to as business mentors. On a personal level, though, one of my first bosses, a man named Blair Rigby, left a very important impression on me. Specifically, he taught me that it was important to let people learn from their mistakes.

I made a lot of mistakes on the job back then. If I’d been punished for each one, there’s a chance I might have learned to take fewer risks over time, and I may not have been as successful in entrepreneurship as a result.

Blair allowed his employees to use their mistakes as learning opportunities. That was an important lesson, and I’ve tried to implement the same approach at Chargebacks911. This encourages innovation and creative problem-solving.

What advice would you like to give to millennials?

Monica Eaton- Co-Founder and COO of Chargebacks911

I’d simply advise them to never stop learning, and always be curious.

Do you practice yoga & mediation to keep mind, body healthy, and calm?

I don’t practice yoga as much as I’d like, but I do from time to time. We actually had a yoga instructor who came to the office twice a week to lead a class for our employees; that was before the COVID-19 outbreak, of course. However, I’d like to resume that practice once things get back to normal.

Writers and movies that inspire you most?

One of my favorites movies is ‘The Shawshank Redemption’. I think it’s a really beautiful story, and it highlights the importance of keeping hope alive and never giving up.

The writer that inspires you most?

Zig Ziglar is one of the all-time greats if you’re looking for motivation and inspiration as an entrepreneur. I also recently read ‘Walt Disney: the Triumph of the American Imagination’ by Neal Gabler. That was certainly a source of inspiration, in that it explores the innovations and ideas of one of the most creative and iconic entrepreneurs of the last century.

What is one habit of yours that makes you more productive as an inspiring entrepreneur?

Over the years, I’ve learned the value of being able to step away from my work and take a break. It’s essential to give your mind a chance to rest and recharge, especially in the business world.