Dial Customer Solutions Internal CS Wiki

You've loaded an old revision of the document! If you save it, you will create a new version with this data.

====== 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:
        * //Accepted partial refund//
        * //Buzzwords//
        * //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//

Edit summary

Dial Customer Solutions Internal CS Wiki

User Tools

Site Tools

Page Tools