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Handling Check Refunds & Chargebacks
Handling Check Refunds & Chargebacks
Check Refunds
Submit check refunds via CIR if there's a Gateway Error.
If the customer’s bank account is closed or card replaced → Refunds will still be processed through KON, but the customer must contact their bank to claim the funds.
2. Handling Chargebacks
2.1 Identifying a Chargeback
Chargebacks can take up to 2 weeks to appear in KON.
Always listen carefully to the customer:
If they already filed a chargeback, note it in your account comments.
If unsure, check KON → Notes → Transactions for chargeback details.
Important: Chargebacks won’t show under Order Details.
2.2 When a Customer Loses a Chargeback
If the customer loses the chargeback and requests a refund:
Ask the customer to provide a bank letter confirming they lost the dispute.
We cannot see whether a chargeback is won or lost in KON, so this letter is required.
3. Escalations
If you’re unsure about the document provided or whether it’s acceptable:
Submit it via the Google Form for review.
If urgent, Slack the group and tag Inna / Salvie / Fran.
4. Processing the Refund
Once the bank letter is validated:
Do NOT process the refund in KON.
Submit a Check Refund via CIR.
Select “Follow-up Requested” when submitting.
Check refunds are processed within 14 days.
Reference Link: https://crm.konnektive.com/customer/cs/details/?customerId=1038813
Handling Blocked Customers Due to Chargebacks
Handling Blocked Customers Due to Chargebacks
When to Unblock a Customer
You can unblock a customer if:
They have a history of successful orders with us.
The blacklist (BL) reason is not related to a chargeback.
Chargeback-Related Blocks
If the customer’s blacklist (BL) reason is due to a chargeback:
Do NOT unblock the customer.
Our system automatically blocks chargeback accounts, and we cannot override it.
Inform the customer that they can purchase the product via Amazon instead.
If the Customer Requests an Exception
If the customer insists on unblocking:
Check the Customer Details in Konnektive.
If the BL reason is not chargeback → proceed with unblocking.
If the BL reason is chargeback → explain politely that the account cannot be unblocked.
Sample Response to Customer
"We understand how important this product is to you. However, because your account was blocked due to a chargeback, we’re unable to process new orders directly. You can still purchase the product through our official Amazon store."
Important Notes
Always check the BL reason before deciding to unblock.
Only non-chargeback blacklists can be manually unblocked.
For chargeback-related cases, Amazon is the only option for repurchasing.
Key Reminder
Key Reminder
Once an order has been chargeback even after the result comes out and the customer was able to provide a letter or any proof that he lost the chargeback, we should NOT process the refund in KON. In short, once chargeback has been initiated we should only issue a check refund after the customer provides a bank letter and once we've proven said letter is legitimate.
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