When disputes are noted, communication between finance & the Customer Service team occur to determine what the context is around the dispute.
Research the issue and answer the following questions:
Did they receive the product?
If it’s a digital download, Stef can see if the customer accessed the download.
Were there any FD tickets with this customer?
Did they ask for a refund and it wasn’t provided?
Higher amounts may be payment plans for advanced trainings. You can check this in Ontraport in their purchase history.
Assign these to Angelica and she will respond to these customers.
- Add any background information, screenshots, etc. into a note within the FreshDesk ticket
- Forward the email to finance - Waku & Rita
- Customer Service to provide answers to all above questions, as well as screenshots from Ontraport and WooCommerce regarding the receipt of the order, along with the forwarded dispute email
Then send the wrap up email to the customer
Finance is able to go into Stripe or Paypal and handle the dispute from there, if the customer has not responded to us.
Waku has, in the past, just refund or rejected a refund. Not following up with the customer.
If we’re getting close to the deadline, finance can make a final call and accept the dispute.
- Stripe can refute a dispute
- Customer service needs to have access to paypal or stripe to follow up
- Write the customer a final notice
- We can ask them to drop the dispute.
- If Customer Service has already had contact with the customer, Customer Service should finalize the conversation with the customer, only involving finance if necessary
- If Customer Service has had no contact with the customer, finance can reach out to the customer with a wrap up email.
- If Customer Service has already had contact with the customer, Customer Service should finalize the conversation with the customer, only involving finance if necessary
- If Customer Service has had no contact with the customer, finance can reach out to the customer with a wrap up email.