* BANK * DISPUTE / CANCEL 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 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 offers you made to the customer.
• 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:

1. Attempt to have the customer accept an offer
2. Attempt to have the customer agree to follow our RMA process
3. 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.