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--- admin:chargebacks [2025/07/04 18:13]
216.73.217.3 old revision restored (2025/05/20 12:46)
+++ admin:chargebacks [2025/09/16 13:05] (current)
216.73.216.115 old revision restored (2025/09/09 16:27)
@@ Line 1: / Line 1: @@
-====== How to add recent chargebacks to the CB spreadsheet ======
+====== How to process chargebacks from the CB spreadsheet ======
-We need to update the CB sheet every day and let ADMIN Uknow when it is ready for processing. They will follow the instructions from our wiki to blacklist the customers and cancel their subs.
+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.
+.  Open the **Charge Back Tracker** in Google Sheets: [[https://docs.google.com/spreadsheets/d/1-KgIp3zvmE36_XG_ZaSzOfwlGM41yKIMKXndItkOJbw/edit?usp=sharing]]
-To update the CB Sheet:
+.  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.
-. Open the CB Tracker sheet in a new window. Make sure you are in the Details tab and
+{{:admin:cbsheet1.png|}}
-. In a separate window or tab, login to Chargebacks911 as user cbmanager / KetoGarcinia2021!
-. Click Chargebacks > Chargebacks.
+.  Populate the following fields for each record in the sheet:
-{{:admin:picture1.png|}}
+  * //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.
-. Click Advanced Search.
+{{:admin:cid.png|}}
-. Set Cycle to First Chargeback and click Search.
+  * //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? This should be pulled from one or more of the following:
-{{:admin:picture2.png|}}
+        * //Accepted partial refund//
+        * //Buzzwords//
-.Click Export All.
+        * //Called in to place order//
+        * //Called to cancel, agent left sub active//
-{{:admin:picture3.png|}}
+        * //Cancelled add-on//
+        * //Cancelled sub//
-. Open the file in Excel. You will need to expand the Post Date and Trans Date columns to prevent the values ` from appearing as ######.
+        * //Checking on order//
-. Select the Chargeback ID column (column A) and click Sort & Filter > Sort Smallest to Largest.
+        * //Demanded refund, denied//
-. Match the last Chargeback ID from the CB Tracker sheet to the record in Excel. Delete that row and prior ones so we are only left with the new records.
+        * //Did not arrive, referred to USPS//
+        * //Made offer, no reply//
-. Highlight the remaining data, except the headers on row 1, and CTRL-C to copy.
+        * //Made offer, denied//
+        * //RMA//
-{{:admin:picture4.png|}}
-. Switch back to the CB Tracker sheet and click into the next free cell in Column G.
-{{:admin:picture5.png|}}
-. Click Edit > Paste Special > Paste values only.
-{{:admin:picture6.png|}}
-. The sheet is now ready for processing.
+**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.

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