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.
