Dial Customer Solutions Internal CS Wiki

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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**

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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.//

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**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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