4. 1.1. 什么是 chargeback?
http://en.wikipedia.org/wiki/Chargeback
Chargeback typically refers to the return of funds to a consumer,
forcibly initiated by the issuing bank of the instrument used by a
consumer to settle a debt. Specifically, it is the reversal of a prior
outbound transfer of funds from a consumer's bank account, line of
credit, or credit card.
A consumer may initiate a chargeback by contacting their issuing
bank, and filing a substantiated complaint regarding one or more
debit items on their statement. The threat of forced reversal of funds
provides merchants with an incentive to provide quality products,
helpful customer service, and timely refunds as appropriate.
Chargebacks also provide a means for reversal of unauthorized
transfers due to identity theft. Chargebacks can also occur as a
result of friendly fraud, where the transaction was authorized by the
consumer but the consumer later attempts to frauduently reverse
the charges.
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10. 1.2. Chargeback 的处理流程 不高于 project
预定
的, 300RMB
if ratio<0.5% bonus for each
CS staff
Mike 在 Emma 收集 No bonus,
决定 chargeback
下月初 整理发给 unleass there is
bonus, fine
发报告 staff@ chargeback RT
team fine
if ratio>0.5%
进一步调查 reason , 找出改进的地
方
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20. 关于 auto billing
(只有用户选择 1 个月的时候,系统默认为自动续费 )
1 ) For paypalIMA users, the membership will switch
from "Yes" to "No" if staff canceled it or users canceled
it. PaypalIMA is a credit card processed by paypal.
2 ) For PayPal users, no matter staff canceled
membership or users canceled by themselves, it will not
switch from "Yes" to "No" until the current paid month
expired.
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21. Refund 要注意的事项:
如果能给用户加 free gold ,就不要退款,但是如果用户坚持退款,就退,避
免 chargeback
退款,一般最长 5 个工作日到帐
We can only refund a user the last 3 credit card or the last 2 paypal
charges at most (including those blocked by Irina for chargeback
reason). Other charges are too old to be refunded. 具体还是由
QA ,或者 Irina 尝试了才能确认。
If the result displays 'canceled', it means the gold status
is canceled but not refunded.
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31. 4. 回信 ( 回信的几大原则 ) :
1. Understand what your customers want
2. Improve your communications skills
3. Learn to handle upset or angry customers
4. Tell the customer what you can do and not what you can't
5. 用好邮箱的 filter, template , folder 功能。
6. 处理回信一定要灵活。
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