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| - | ====== How to process chargebacks from the CB spreadsheet ====== | ||
| - | Any customer who disputes a charge with their bank (chargeback) must have their subscriptions cancelled as quickly as possible. This will avoid incurring additional charges which will also likely be disputed. | ||
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| - | 1. Open the **Charge Back Tracker** in Google Sheets: [[https:// | ||
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| - | 2. Login to Konnektive as **chargeback.dial** and find the corresponding person record. You will need to search by the first and last digits of the card number and will confirm the //Trans Amt// and //Trans Date// values match. | ||
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| - | {{: | ||
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| - | 3. Populate the following fields for each record in the sheet: | ||
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| - | * //Agent// - The last Dial agent that the customer interacted with. If they never contacted customer service, enter //None//. | ||
| - | * //CID// - This is the unique identifier for the record in the CRM. It is pulled from the URL. | ||
| - | {{: | ||
| - | * //Active Subs?// - Enter //Y// if the record has any subscriptions that are **Active** or **Recycled Failed**. | ||
| - | * //Results of last call// - If the customer interacted with our customer service team, what was the result of their final interaction? | ||
| - | * //Accepted partial refund// | ||
| - | * // | ||
| - | * //Called in to place order// | ||
| - | * //Called to cancel, agent left sub active// | ||
| - | * //Cancelled add-on// | ||
| - | * //Cancelled sub// | ||
| - | * //Checking on order// | ||
| - | * //Demanded refund, denied// | ||
| - | * //Did not arrive, referred to USPS// | ||
| - | * //Made offer, no reply// | ||
| - | * //Made offer, denied// | ||
| - | * //RMA// | ||
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| - | **Tip:** You will see several duplicate chargebacks. To save time, search the card number to see if a record already exists in the sheet. If so, paste the values over. | ||
admin/chargebacks.1747745162.txt.gz ยท Last modified: 2025/05/20 12:46 by 20.171.207.252
