Reviewed by Mayer Hyman, Payments Specialist | Reviewed for accuracy July 2026
Key Takeaways
- Global payment card fraud losses reached $33.83 billion in 2023, and the industry’s leading tracker projects cumulative losses in the hundreds of billions over the next decade (The Nilson Report, 2025).
- Major ERP vendors have built AI directly into their platforms — Infor’s Coleman and Salesforce’s Einstein both add machine learning-driven insights and fraud identification to existing back-office systems.
- “Friendly fraud” and the general growth of e-commerce are making chargebacks more frequent and more expensive to resolve, and few ERPs are built to handle chargeback resolution on their own.
- Pairing an ERP’s operational and AI capabilities with a specialist chargeback and fraud tool covers a gap that neither one closes alone.
An ERP is worth adding even when a business already runs a string of apps and services for stock, sales, and customer information, because it supports the areas growing businesses depend on most: cloud infrastructure, market and sales implementation, and customer experience. Any business with an e-commerce function benefits from centralizing that support under one system.
With all the hype around AI and automation tools, traditional IT services and products like ERP might struggle to get a look in. But, they have been adding AI features over the past few years. Infor has Coleman, Salesforce has Einstein and so on, along with broad e-commerce support and tight back-office integrations.
Infor’s Coleman provides a digital assistant, advice and recommendations, and machine learning tools for business and retail customers. It provides insights into business operations, can identify fraud issues, and build insights based on the analysis of multiple sources.
As e-commerce becomes increasingly customer-centric, AI tools will deliver the information they want live, without any or much retailer intervention.
Artificial Intelligence the ERP Way
ERP vendors deliver AI through regular, incremental service updates rather than flashy standalone launches — a quiet, enterprise-focused approach compared to AI-led newcomers that rapidly roll out and test new features.
And while ERP might bring to mind the likes of industrial, manufacturing, and other giants across automotive or pharmaceuticals, in reality, most ERP users are in the distribution, retail, fashion, or food and beverage market, all with an increasing eye on e-commerce as a primary way of doing business. (for more about the bigger picture at the likes of Infor, see “What does a paper company know about ERP? Quite a bit as it turns out.”)
In summary, ERPs are suitable for most ecommerce businesses and will help them grow in an orderly fashion, but most retailers will still need some extra help when it comes to growing online retail bugbears like chargebacks.
The Specialist Tools for a Changing E-Commerce World
An ERP won’t have every solution out of the box for the digital retail challenges e-commerce brands face today, including the rise of personalization, micro fulfillment, and new retail channels and payment methods. Any company focusing on, boosting, or planning e-commerce channels needs to plan for these gaps.
Alongside those issues, e-commerce brands also have to manage fraud and chargebacks, something that few ERPs are equipped to deal with on their own.
Why Chargebacks Are Getting Harder to Manage
As “friendly fraud” and the general rise in e-commerce make chargebacks more frequent and costly, resolving chargebacks and maintaining good relationships with banks and customers is key for sellers.
There is also the ongoing issue of reporting chargebacks correctly and dealing with delays from banks, which makes rapid resolution a priority for sellers. Global payment card fraud losses reached $33.83 billion in 2023, according to the Nilson Report, the payments industry’s longest-running fraud-loss tracker (Nilson Report, 2025). Keeping on top of losses at that scale requires automation to speed up alerting and servicing these issues, something most ERPs weren’t originally built to do.
Where an ERP-Plus-Specialist Approach Fits
That’s the gap that specialist chargeback and fraud tools are built to fill, providing the focused knowledge and automation so an e-commerce operation can flourish while the ERP handles the broader job of understanding market trends and internal data to predict where the business will grow next. Cartis Payments integrates with most e-commerce systems, including Infor’s CloudSuite ERP, to bring automation to chargeback and fraud workflows without requiring a business to replace its existing ERP investment.
FAQ
Can an ERP system handle chargebacks and fraud on its own?
Most cannot, at least not completely. ERP platforms like Infor’s CloudSuite have added AI features such as Coleman that can flag fraud signals and surface insights, but full chargeback resolution — disputing cases with banks, tracking deadlines, and managing the paperwork — typically requires a specialist tool built specifically for that workflow.
What AI features do ERPs like Infor and Salesforce offer for e-commerce?
Infor’s Coleman and Salesforce’s Einstein both add a digital assistant layer to their platforms, offering recommendations, machine learning-based insights, and fraud identification drawn from analysis across multiple data sources within the business.
Why do e-commerce businesses need specialized chargeback tools alongside an ERP?
Chargebacks and “friendly fraud” have grown alongside e-commerce, and global card fraud losses were $33.83 billion in 2023 according to the Nilson Report. That scale of loss requires dedicated automation for alerting, dispute management, and resolution — functions most ERPs were not originally designed to handle in depth.
