Dial Customer Solutions Internal CS Wiki

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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.

1.  Open the Charge Back Tracker in Google Sheets: [[https://docs.google.com/spreadsheets/d/1-KgIp3zvmE36_XG_ZaSzOfwlGM41yKIMKXndItkOJbw/edit?usp=sharing]]

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.
{{:admin:cid.png|}} 
  * //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:
        * Test

4.  asffa

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