Você se depara com um cliente solicitando um estorno. Como você lida com essa situação de forma eficaz?

Check your internal records for the transaction. Look for any discrepancies, previous communications, or service records that might shed light on the situation.

Evidence is the key here and you should process every sale to turn into a chargeback to ensure you always have the data needed, just in case. This should include - Receipts - Time stamps - T&C's - Specific customer journey - Data on previous dealings with that consumer

When a customer initiates a chargeback, it’s crucial to understand the process. A chargeback allows customers to dispute a charge and potentially have it reversed if they believe it’s fraudulent or if the product/service wasn’t delivered as promised. Start by thoroughly reviewing the transaction details and gathering evidence, such as receipts, contracts, or correspondence, to support the legitimacy of the charge.

Collect all relevant details about the transaction in question, including the date, amount, and any related communications or documentation.

Effective communication is key. Contact your customer as soon as you’re notified of the chargeback. Stay calm and professional, even if you believe the request is unwarranted. Listen carefully to their concerns and ask for specific reasons for the chargeback. Sometimes, a simple misunderstanding can be resolved directly with the customer, saving you time and resources.

Collect all relevant documentation related to the transaction. This includes sales receipts, delivery confirmations, terms of service agreements, and any communications with the customer. Having this information organized and readily available is essential when presenting your case to the bank or credit card issuer. Demonstrating thoroughness can significantly influence the outcome in your favor.

Respond to the chargeback promptly. Credit card issuers have strict deadlines for chargeback responses, and missing these can result in the chargeback being automatically upheld. Your response should include all evidence supporting the validity of the original transaction and any attempts to resolve the issue with the customer. Ensure your submission is clear and well-documented.

After reviewing your case, the bank will decide whether to uphold or reverse the chargeback. If it’s reversed, the funds will be returned to you. If the chargeback is upheld, you can accept the decision or contest it further. Be prepared for a potentially lengthy process if you choose to contest, which may require additional evidence or legal counsel.

Use the experience as a learning opportunity, regardless of the outcome. Analyze what led to the chargeback and consider improvements to your payment processes or customer service to prevent future issues. This might involve clearer communication at the point of sale, better tracking of deliveries, or more detailed terms and conditions. Adapting your practices can reduce the likelihood of chargebacks and enhance overall customer satisfaction.