This is an INTERNAL ONLY article. DO NOT DISTRIBUTE.
What is a Chargeback?
A customer may initiate a chargeback with their financial institution when they believe they should not be responsible for a charge placed on their credit card. To continue to provide a legendary customer experience for all of our customers, it is our policy to prevent chargebacks.
If a Chargeback is Received
We want to make sure that we take care of our customers in a matter that is consistent with our goal to always provide a legendary customer experience. These steps will help us document the chargeback as well as work with all of our customers to handle payment for the products they received in a manner that meets or exceeds their expectations.
When a chargeback notification is received either online or in the mail -
1. Open a support case in Zendesk to document and collect all relevant information regarding the chargeback. Be sure to assign this to yourself or whoever may be working on the case.
2. Locate the customer's account in NetSuite and place a temporary hold on it to prevent any future orders from being processed.
3. Locate the sales order(s) and cash sale(s) associated with the chargeback and document the appropriate sales order(s) and cash sale(s) numbers in an internal note in the Zendesk case.
4. Contact the sales rep to notify him or her of the chargeback and the account hold status.
5. Contact the customer through a public message in the associated Zendesk chargeback case. Use the customer's email address that is on file in NetSuite. A chargeback template is available in Zendesk. If we believe the chargeback is invalid and/or we are able to otherwise collect payment, the customer will be asked to contact their credit card company and/or bank to stop or reverse the chargeback.
6. Contact the customer via phone to settle any necessary payment due.
Whether we reach the customer or not, we must provide our credit card processor and/or the financial institution informing us of the chargeback with the following information -
• A copy of the invoice (Cash Sale, NOT sales order).
• Tracking information for the order. Include the shipment tracking number as well as the carrier, shipping date, and arrival date.
• A copy of the “Proof of Delivery” from UPS tracking info. This must be a screenshot taken from the shipping carrier's website.
• Any other information requested by the financial institution in the official chargeback letter.