ISO 27001 is the globally recognized benchmark for information security management. Achieving this certification requires comprehensive governance, risk assessment, and documented security controls—all verified through independent audits.
For chargeback management companies, ISO 27001 certification signals a deep commitment to safeguarding merchant data and maintaining operational integrity. It’s proof of a secure, resilient, and trust-driven approach to dispute management.
ISO/IEC 27001 is the international standard that defines the requirements for establishing, implementing, maintaining, and continually improving an Information Security Management System (ISMS). The ISMS provides a structured framework that ensures an organization’s data is managed securely throughout its lifecycle.
At its core, ISO 27001 revolves around the principles of confidentiality, integrity, and availability. It requires organizations to systematically assess security risks, apply appropriate controls, and establish processes to monitor and improve security performance. Certification isn’t achieved through internal policy declarations alone. It requires third-party audits by accredited bodies, regular reviews, and documented evidence that every control is working as intended.
In industries that handle sensitive data, ISO 27001 is more than a best practice. It’s a strategic necessity. Payments-related data in particular is a high-value target for cybercriminals. While PCI DSS outlines the required security measures for protecting this information, ISO 27001 certification is a further step to ensures sensitive data are protected by tested, auditable systems designed to prevent breaches, ensure business continuity, and demonstrate compliance to partners and regulators.
The ISO/IEC 27001 standard outlines the requirements for an effective Information Security Management System (ISMS) through two main components: the mandatory management system clauses (Clauses 4–10) and the reference controls (Annex A). The following breakdown describes each clause of the management system framework and how they form the backbone of a robust information-security program.
This clause requires an organization to systematically understand both its internal and external environments, as well as the needs and expectations of interested parties. It begins with identifying internal factors such as culture, structure, and capabilities, and external factors like regulatory shifts, market dynamics, and technological change that can influence information security. The organization must determine which stakeholders have relevant information-security interests. Then it must define the scope of the ISMS, identifying the assets, processes, and locations included. Finally, it must establish the ISMS itself, aligned with those contexts and scoped boundaries.
Clause 5 places responsibility on top management to assume accountability for the ISMS. It requires the leadership team to demonstrate visible commitment, assign roles and responsibilities for information-security governance, and ensure that policies and objectives are established and aligned with the organization’s strategic direction. A formal information-security policy must be issued, communicated, and supported across the organization, and roles, responsibilities, and authorities must be clearly defined. By doing so, the ISMS becomes an integral part of the organization’s overall management system rather than a stand-alone IT project.
Planning under ISO 27001 begins with identifying risks and opportunities. Clause 6 mandates that organizations determine the risks to confidentiality, integrity, and availability of information, evaluate those risks, and plan appropriate actions. From these assessments, the organization sets measurable information-security objectives consistent with its policy and risk appetite. It must plan to achieve those objectives, define risk-treatment plans, and prepare a Statement of Applicability (SoA) that documents which controls from Annex A (or others) apply and why. Clause 6 also requires planning for changes to the ISMS so that modifications are handled in a controlled way.
Under Clause 7, the focus shifts to enabling the ISMS: providing the necessary resources, competence, awareness, communication mechanisms, and documented information to support the system. The organization must ensure that personnel have the skills and knowledge required for their information-security roles, and must carry out awareness training so everyone understands their role in protecting information. Communication must be planned, identifying who needs to know what, when, and how, including internal and external parties. Documented information must be controlled and maintained, with creation, update, review, and disposal of records following defined procedures.
Operational control is the centerpiece of an ISMS. Clause 8 mandates the organization to plan, implement, and control the processes needed to meet information-security requirements and to implement the risk-treatment plan derived under Clause 6. It requires organizations to perform risk assessments and treatments on an ongoing basis, manage outsourced processes, and maintain control over operations in alignment with the ISMS objectives. This includes implementing controls, handling changes, and ensuring that operations conform to documented requirements.
Measurement and evaluation are central to continual improvement. Under Clause 9, organizations must monitor, measure, analyze, and evaluate the performance of the ISMS and the effectiveness of its controls. Internal audits must be conducted at planned intervals to verify conformance and operational effectiveness. Top management must carry out regular reviews of the ISMS, evaluating inputs such as audit results, monitoring and measurement indicators, and events that may affect performance. The goal is to ensure the ISMS remains aligned with internal and external changes and continues to fulfill its objectives and stakeholder expectations.
Clause 10 focuses on corrective action, and continual improvement. When nonconformities or incidents are identified, organizations must respond by taking action, managing consequences, and preventing recurrence. Organization-wide continual improvement processes must be implemented to enhance suitability, adequacy, and effectiveness of the ISMS.
While the clauses lay out what the ISMS must achieve, Annex A provides the list of 93 reference controls from which organizations select appropriate controls based on risk treatment. These controls are grouped into four domains:
The organization must document the Statement of Applicability (SoA) to explain which controls are applied and which are omitted and why.
Together, the clauses and controls create a structured approach that transforms information security from a piecemeal practice into a sustained management system capable of adapting to evolving threats, aligning with business objectives, and demonstrating resilience over time.
When a chargeback management provider holds ISO 27001 certification, it demonstrates that data protection is built into every operational layer, not added as an afterthought. Merchants can trust that their vendor’s systems and controls meet globally accepted standards for information security. This assurance streamlines vendor assessments and satisfies requirements from issuers, acquirers, and card networks.
Strong information governance also enhances the reliability of chargeback evidence. Every piece of data used to dispute a claim is protected, verified, and transmitted securely. This reduces the risk of data tampering and increases confidence in the integrity of submitted evidence.
ISO 27001 alignment also complements other compliance frameworks such as PCI DSS and SOC2. Many ISO 27001 processes, such as access management and encryption, directly support these parallel obligations.
Operational resilience is another advantage. ISO 27001-certified providers are required to maintain documented and tested business continuity plans. In practice, this means chargeback operations remain functional even during unforeseen disruptions, such as system failures or security incidents. Merchants can rely on uninterrupted service continuity, backed by tested recovery procedures.
Chargeback Gurus (CBG) has built its reputation not only on dispute expertise but also on an unwavering commitment to security and compliance. This commitment extends far beyond minimum regulatory requirements, combining multiple global certifications into a unified, resilient security architecture.
First, CBG recognizes that the most effective way to protect sensitive information is to avoid handling it in the first place. That’s why CBG works with each client to determine what data should be transmitted and stored and what should be excluded. For example, CBG typically stores only the first and last few digits of a credit card number rather than the full payment credential, thereby limiting risk.
The company’s PCI DSS 4.0 Level 1 certification strengthens this foundation by safeguarding cardholder data under the latest global payment security requirements. This certification validates that all systems involved in handling payment card information, even if incomplete, meet the highest levels of encryption, segmentation, and monitoring.
Chargeback Gurus’ ISO 27001 certified Information Security Management System (ISMS) encompasses all data-handling and operational processes, ensuring that every team, system, and workflow aligns with rigorous international standards. Through regular audits and continuous improvement initiatives, this framework guarantees that information security remains proactive rather than reactive.
Complementing these, Chargeback Gurus maintains SOC 2 Type 2 compliance, which provides independent verification of security, availability, and confidentiality controls. SOC 2 audits confirm that operational safeguards are tested over time for reliability and consistency.
To support international merchants, the organization also maintains GDPR compliance, ensuring that all data processing activities respect privacy rights and lawful processing requirements across jurisdictions.
Together, these security and compliance measures provide comprehensive protection from regulatory, operational, and reputational risks. By integrating these rigorous certifications into every stage of its chargeback operations, Chargeback Gurus provides clients with confidence that their data is protected by one of the most comprehensive security frameworks in the industry.