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.
Probing:
Did your bank tell you to contact us?
Scenario 1: If the customer was instructed to call the merchant to resolve the issue:
Tools:
100% Full Refund
Scenario 2: 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 - we will try to refund and depending on the outcome of the processing, we follow the spiels below:
I understand that you’re looking for a refund. Just to set expectations, we usually cannot process refunds once the chargeback process has already started. However, I’ll see what I can do on my end. Let me check the status and get back to you as soon as possible.
Successful Refund:
Good news! I was able to process the refund for you. Since you mentioned a dispute, please contact your bank immediately to withdraw or stop the dispute/chargeback request. Doing this will help the bank release the funds back to your account faster, as having an active dispute might delay the processing of the refund I just initiated. You should see the reflection in your statement within 10 business days depending on your bank.
Refund Error - Chargeback in Progress
I’ve checked with our team, and it looks like the process is already too far along to be canceled or refunded manually on our end.
Since you have already initiated a dispute with your bank, the best way to move forward is to let the formal bank process take its course. We will provide all the necessary documentation and respond directly through your bank’s inquiry. Please coordinate with them for any further updates regarding the status of your funds.