Chargeback, BBB & Negative Review Threat Handling

To ensure all Chargeback, BBB, and Negative Review threats are handled consistently while still completing the required retention process and following the correct client-specific refund procedure.

1. Acknowledge the Threat

The RS must directly acknowledge what the customer said. Do not ignore, dismiss, or talk over the threat.

Example:

“I understand your concern, and I definitely want to help you resolve this today.”

The acknowledgment should be professional and focused on resolution.

2. Proceed with STS

After acknowledging the threat, proceed with the required STS process and exhaust all applicable retention offers.

The RS should:

Acknowledge → Probe → Identify the concern → Apply STS → Present applicable retention offers

Do not rush through STS simply because a chargeback, BBB, or negative review was mentioned.

3. Customer Accepts an Offer

If the customer accepts an applicable retention offer:

Complete the offer → Confirm the resolution → Recap → Document the interaction → Apply the correct disposition

Make sure the customer clearly understands what was completed.

4. Customer Declines All Offers

If the customer declines all applicable retention efforts, stop attempting to save the order and proceed with the appropriate client refund process.

The next step depends on the campaign and order quantity.

5. Follow the Client-Specific Refund Process

There are two possible paths:

Refund Process RS Action

Return Required Follow the client's approved return-for-refund procedure and provide the customer with the required instructions.

Direct Refund Allowed Process the refund directly on the call according to the client's approved refund procedure.

Always verify the campaign-specific SOP and order quantity before selecting the refund path.

Customer threatens Chargeback / BBB / Negative Review

⬇

ACKNOWLEDGE THE THREAT

⬇

PROCEED WITH STS

⬇

EXHAUST APPLICABLE RETENTION OFFERS

⬇

Did the customer accept?

YES → Complete retention offer → Confirm → Document → Disposition

NO → Stop retention → Check campaign + order quantity

⬇

Return required?

YES → Follow Return-for-Refund SOP

NO → Process Direct Refund according to client SOP

⬇

Confirm resolution → Document → Correct disposition

DO

• Acknowledge the threat immediately.

• Maintain a calm and professional tone.

• Complete the applicable STS process.

• Exhaust applicable retention offers.

• Respect the customer's decision after the required retention attempts.

• Check the campaign and order quantity before determining the refund process.

• Clearly explain what will happen next.

• Document the threat, retention attempts, and final resolution.

DON'T

• Ignore a chargeback, BBB, or negative review threat.

• Become defensive or argue with the customer.

• Skip STS unless another applicable SOP requires it.

• Promise a refund before confirming the correct process.

• Provide return instructions when the client allows a direct refund.

• Process a direct refund when the client requires a return.

• Continue pushing retention after all applicable offers have been declined.