Chargeback process

BACKGROUND The Chargeback process is managed by the Refunds Team. A chargeback is when a customer ‘charges back’ a card payment – effectively taking back the money they have paid us, by citing fraud or a dispute with their card issuer – the card issuer than returns the payment amount to the cardholder. Once a chargeback has been made, the customer then effectively owes us the money they have charged back. PROCESS Locate the relevant order which has been ‘charged back’,and create a credit note. Locate the relevant order which has been charged back and note down the order reference number Create a credit note (including VAT) with the title ‘Chargeback for Order Ref [insert order ref number] – ensure the value entered is positive (i.e. not a minus number). Enter ‘Chargeback customer – contact Refunds Team’ in the Customer Overview notes section. Call the customer and explain why you are calling and if there is an issue we are unaware of (e.g. a complaint) If you cannot get hold of the customer, download a copy of the invoice for the order reference number above. Send the relevant email template below to the customer, attaching a copy of the invoice If the customer does not respond within 7 days, cancel the customer’s services and send them the relevant closure email below