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--- general:buzzwords [2025/07/04 23:37]
216.73.217.3 old revision restored (2025/05/22 17:09)
+++ general:buzzwords [2025/07/06 15:00] (current)
216.73.217.3 old revision restored (2025/07/05 02:15)
@@ Line 1: / Line 1: @@
 ====== Buzzwords ======
-**  * LAWYER**
-**  * BANK**
+**  * BANK** - Will call or have called
-**  * DISPUTE**
+**  * DISPUTE / CANCEL / CONTEST / FIGHT CHARGE**
 **  * CHARGE BACK**
+**  * ATTORNEY GENERAL**
+NOT Buzzwords:
+**  * LAWYER**
 **  * COURT COMPLAINT**
-**  * ATTORNEY**
+**  * CONSUMER REPORTS**
+**  * BBB / BETTER BUSINESS BUREAU**
 ---
@@ Line 12: / Line 22: @@
 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.
+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.__**
@@ Line 18: / Line 28: @@
 For any customer using buzzwords, you must:
-  * Ensure that your call notes include the buzzwords and any offers you made to the customer.
+  * Ensure that your call notes include the buzzwords and any [[general:making_offers|offers you made]] to the customer.
-  * [[howto:blacklist|Blacklist 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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