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.