Step 1: Detect Chargeback Risk (Monitor Keywords)

Listen carefully for phrases that indicate a possible chargeback threat.

Watch for these triggers:

1. Financial Intent Triggers

“I’m calling my bank.”

“I’ll dispute this with my credit card.”

“I’m filing a chargeback.”

2. Escalated Authority Triggers

Mentions of reporting to:

Better Business Bureau (BBB)

Attorney General

Other authorities

3. Reputational Threat Triggers

Threats such as:

Leaving a 1-star review

Posting negative reviews on social media

If any of these appear → Treat the case as a chargeback threat.

Step 2: Take Immediate Action

Once a threat is detected:

1. Skip retention or negotiation attempts

Do NOT attempt to save the sale or upsell.

2. Issue a Mandatory Full Refund

Immediately process:

Full refund, or

Cancellation exactly as requested.

This prevents a formal dispute with the bank.

Step 3: Communicate with the Customer

Use a calming resolution script.

Example script:

“I understand your frustration. To resolve this immediately, I have processed your full refund/cancellation. You should see it reflected within X business days.”

Step 4: Document the Case Properly

Apply the Correct Tag

Add the admin tag:

Chargeback Threat

Escalation – BBB

Bank Dispute / Chargeback Threat

Negative Reviews

Set Aircall Disposition

Select the appropriate escalation or chargeback tag.