Guideline_for_handling_complains_disputes_20080508

Tradestead Corporation Limited

Guideline For Handling Customer Complains and Disputes

Document Classification: Class 4 (Targeted Audience: Sales Representatives, Customer Service)

Available Languages: English

Document Status: Draft (expected effective date: 2008/01/01)

Document Version: 1.0.0

Last updated on 2008/05/08

Type of disputes

There are generally 3 types of complain and dispute:

https://www.sodocs.net/doc/0117961616.html,rmal complains and disputes via emails or phone calls.

2.Formal Paypal “not as described” and “non-receipt” disputes, chargeback, and

unauthorized activities.

3.Formal chargeback from credit card

Analyzing a complain

Each type of complain and dispute can be analyzed in 9 different aspects:

1.When can buyer file complain/dispute/chargeback?

2.What cause the buyer to file the complain/dispute/chargeback?

3.How much time do we have to response to the complain/dispute/chargeback?

4.What will happen if we ignore the complain/dispute/chargeback?

5.What information do we need to handle the complain/dispute/chargeback?

6.How much does it cost to resolve the complain/dispute/chargeback in terms of money

and time?

7.What are the steps to resolve the complain/dispute/chargeback?

8.Can the buyer escalate the complain to formal dispute/chargeback?

9.What will be the consequence of winning or losing a complain/dispute/chargeback?

10.How often is the complain/dispute/chargeback filed and what can we do to avoid it in the

future?

Goals of resolving the dispute

1.Minimize the company lost i.e. to win (most important)

2.Close it as soon as possible

3.Adjust policies to minimize similar case from happening again in the future. Resolving Complain, Dispute, and Chargeback

Informal email & phone call complain

PayPal Dispute/Chargeback/Unauthorized Transaction

Credit Card Chargeback

Need to fax the proof of shipment, company policy to USA credit card issuer banks (Wells Fargo and American Express). There is no particular format, it all depends on the issuer bank staff who handles the chargeback, and therefore, calling and keep close contact is needed to win. Chargeback handling cost is USD20/case, regarding winning or losing.