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admin:chargebacks [2025/07/04 18:16] 216.73.217.3 old revision restored (2025/05/20 12:45) |
admin:chargebacks [2025/09/16 13:05] (current) 216.73.216.115 old revision restored (2025/09/09 16:27) |
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| 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. | 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. | ||
| - | 1. Open the Charge Back Tracker in Google Sheets: [[https:// | + | 1. Open the **Charge Back Tracker** in Google Sheets: [[https:// |
| + | |||
| + | 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. | ||
| + | |||
| + | {{: | ||
| + | |||
| + | 3. Populate the following fields for each record in the sheet: | ||
| + | |||
| + | * //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// | ||
| + | |||
| + | **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.1751652968.txt.gz · Last modified: 2025/07/04 18:16 by 216.73.217.3
