General Learning Already Contacted Bank (Policies and Procedures)

Goal is to identify the validity of the customer's statement and proceed to the appropriate scenario:

Empathize and Explain Dispute Process:

• I understand you’re frustrated but let me explain how the dispute process would work for you.  If you contact the bank they’ll temporarily refund you, then they’ll contact us, and we’ll provide them with the terms and conditions you agreed to at the time of the sale. 70% of the time the result will be in our favor, the bank will take the money back away from you and give it back to us, and you’ll no longer be eligible for a refund from your bank or us. 

Probing:

• Did your bank tell you to contact us?

If the customer was instructed to call the merchant to resolve the issue:

Tools:

• 50% Refund, IF NO:

• 100% Full Refund

If confirmed dispute has been filed with the bank:

• Probing Question - Validate Customer's Bank Dispute

  • How did you file your dispute?

    • Has the bank returned your money, or instructed you on the next steps?

• IF YES - Treat as chargeback, deny refund, reiterate process.

Sample Already Contacted the Bank Call: