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Well, I'd guess part of the reason is the new so called "Web Verify". Basically this is a good feature, however - it also seems to include to randomly request customers to contact CCBill to get verified.
It happened to me twice already, with a card that never got declined by CCBill before, that I got the screen asking me to PHONE CCBill to get my pass activated. Of course, there already was a pending charge on my card. It is also possible to just e-mail them, but the message and even the "follow up" e-mail you get don't say this, it says you have to CALL.
So, here we have the usual "impulse buyer" who sees a girl he likes on a tour/trailer/gallery, and he wants to jerk off to her. He pulls out his credit card to get in, and sees this message. What do you think? Will he e-mail and wait hours for a response to get his pass activated? Will he even call and say "hey, I just tried to join this porn site, please activate the shit so I can continue jerking"? Nope, he won't. He says fuck it, I'll go and jerk off to YouPorn. And I won't even talk about all those international customers who will hesitate to call a number in the US where they have to talk to support in a foreign language.
Even worse, I had it happen that I had to e-mail to get activated, and after they finally responded hours later, the password didn't work. It took 3 days to get it working, because there was obviously a prob with entering user/pass into the htaccess file of the paysite, when support had to activate it manually.
Seriously, setting the scrub rate of a processor who already had the highest in the industry is just stupid.
I have no clue, if the transactions on web verify are already shown as sales, before the customer contacts CCBill. If they are, that would explain the high refund rate, as all transactions where the customer doesn't contact them would probably be counted as refunds.
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