====== 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.

{{:admin:cbsheet1.png|}}

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//

**Tip:** You will see several duplicate chargebacks. To save time, search the card number to see if a record already exists in the sheet. If so, paste the values over.