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--- general:buzzwords [2025/05/22 17:07]
20.171.207.89 old revision restored (2020/04/27 16:37)
+++ — (current)
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-====== Buzzwords ======
-**  * BANK** - Will call or have called
-**  * DISPUTE / CANCEL / CONTEST / FIGHT CHARGE**
-**  * CHARGE BACK**
-**  * ATTORNEY GENERAL**
-NOT Buzzwords:
-**  * LAWYER**
-**  * COURT COMPLAINT**
-**  * CONSUMER REPORTS**
-**  * BBB / BETTER BUSINESS BUREAU**
----
-Sometimes a customer does not understand the nature of their trial subscription and goes to the bank to dispute the charges.
-These [[general:chargebacks|chargebacks]] are to be avoided and we will go to special lengths to prevent them. You should still make discount offers, but if they continue to push back, then a refund **__can__** be given. In other words, we will bend the rules to be more compliant with the customer in order to avoid a chargeback.
-**__This is the only situation in which you may break from the processes outlined in this wiki.__**
-For any customer using buzzwords, you must:
-  * Ensure that your call notes include the buzzwords and any [[general:making_offers|offers you made]] to the customer.
-  * [[howto:blacklist|Blacklist]]  the customer
-**Talk Track:** //I do recommend that you work with us to settle this matter rather than filing a dispute with the bank. The first thing the bank will do is freeze the transactions while they investigate - which blocks us from issuing any refunds to your card.//
----
-**What you need to do:**
-  - Attempt to have the customer accept an offer
-  - Attempt to have the customer agree to follow our RMA process
-  - If the customer is not satisfied, ask what they want. If a full refund is the only way to avoid the chargeback, then you are permitted to do so.

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