Tccchargebacks
- 2. A chargeback is a dispute a mutual customer of ours and the credit card companies file with the bank.
- 3. They go to two different sites depending on the card: Amex: American Express cardholders Litle: Visa, MasterCard and Discover cardholders
- 4. For numerous reasons examples are: ◦ Does not recognize charge ◦ Fraud ◦ Potential duplicate billing ◦ Credit not processed ◦ Unauthorized transaction
- 5. Each chargebacks has a: ◦ Specific case number ◦ Due date ◦ Charged amount ◦ Disputed amount ◦ Reason code
- 6. Amex
- 7. Litle
- 8. Contest the charge OR Accept the charge
- 9. Find the charge in Advantage Send screenshots to the bank of the charge Note the account with a CTM alert
- 10. We show that the charge is: ◦ Active subscription ◦ Product order ◦ Has been delivered ◦ A renewal charge ◦ The customer`s address
- 11. Currently we are contesting all chargebacks except: ◦ Fraud ◦ Credit not processed ◦ Front end Agora Financial publications ◦ Asking for cancellation
- 12. We are cancelling the sub/product to $0.00 in Advantage Issuing the refund with the credit card company
- 13. Is NOT linked to Advantage Customers can be refunded twice: ◦ Once from us accepting the chargeback ◦ Someone issuing the refund in Advantage
- 14. Is connected with Advantage Once a dispute is filed anything in Advantage dealing with this charge will automatically hard decline
- 15. Litle: Retrieval Request First Arbitration Chargeback Pre-arbitration Representment
- 16. The customers has ninety days to keep fighting the chargeback Only way to issue the refund to the customer
- 17. Retrieval Request: $2.50 to receive and free to respond First, Representment, and Pre arbitration: $2.50 to contest and $2.50 receive Arbitration: $2.50 to receive and $500 to contest
- 18. Once a dispute is filed: ◦ A good faith credit is issued to the customer ◦ Some customers believe they were charged twice due to this ◦ If we win the good faith credit is taken away from the customer
- 19. Contested: Received Litle/Amex chbk for $ (amount) , sub/product name CONTESTED DO NOT REFUND Meaning: Do not refund the customer we have contested the charge ◦ If they want the refund they need to escalate the charge with the bank
- 20. Refunded: Received Litle/Amex chbk for $(amount), sub/product name, per cust request cancelled DO NOT REFUND Meaning: We have accepted the charge and cancelled to zero in Adv. and refunded with bank
- 21. Refunded: Received Litle/Amex for $(amount), sub/product BC OF HARD DECLINE DO NOT REFUND Meaning: The refund was attempted in Adv. and refund declined in Adv. due to the open chargeback
- 22. Previously Refunded: Received Litle/Amex chbk for $(amount) sub/product previously refunded DO NOT REFUND Meaning: The refund was successful in Adv (for Amex) show the banks the successful refund
- 23. Look for the CTM alerts Do NOT refund the customer Ask the customer to escalate the chargeback When placing customers orders make sure they understand what they are buying
- 24. We need the customers to understand once they open a chargeback all matters must be handled with the banks. At this point there is nothing we can do for the customers.