Description:  Customer profile was blocked due to Chargebacks or disputes

Tools Needed: AMS | Salesforce

Steps: 

1. Verification Process Customer's Name &  email address (if customer doesn't have an email address)

2. Educate the customer about the reason why her/his profile was blocked: CHARGEBACK

3. Advise the customer contact the bank and cancel any disputed transaction so that we can go ahead and start our investigation . 

4. If the customer insists, kindly send a Salesforce request for further assistance to Fraud Team Dept a.k.a Budget Pay Dept.

5. Ask for the best callback phone number and time. Advise the customer about the response turn around time.

6. Ask for further assistance before delivering a personalized closing spiel.

Suggested Note Template:

With Sales Force Access:

Reason of Call: Blocked account due to chargeback

Action Taken: ask the customer to contact the back to cancel any filed dispute but the cx refused to do so. created SF ticket to Budget pay/fraud Team for further assistance and advised cx TAT for the response. Best callback number: ____ best callback time: _____              

case#: (Free Flow)

No Sales Force Access:

Reason of call: Blocked account due to chargeback

Action Taken: advised cx of the TAT for the response. send a request for SF creation to let support on duty create the case request on my behalf. Case details from support will follow. Best callback number: ____ Best callback time: ___ (Free Flow)

Suggested Scripts:

Educate the customer about the reason why her/his profile was blocked.

"Thank you for your patience. I wanted to inform you that your profile is currently blocked due to a previous chargeback related to a dispute filed with your bank. It would be best to contact your bank first to cancel those disputed transactions. From there, Shoplc would be glad to start with the investigation."

Ask for the best callback number and callback time, and advise the customer for the TAT.

"I've submitted the details to the specific department . They will look in to it and will try to connect with you for further options. By any chance, may I have your best callback number and best callback time please?"

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Description:  Customer profile was blocked due to pending verification from the backend team, usually happens to newly registered customers or customers sending some gifts to a different address

Tools Needed: AMS | Salesforce

Steps: 

1. Verification Process Customer's Name &  email address (if customer doesn't have an email address)

2. Educate the customer about the reason why her/his profile was blocked: PENDING VERIFICATION

3. Kindly send a Salesforce request for further assistance to the Budget Pay Dept to do the verification process.

4. Ask for the best callback number and time. Advise the customer about the turn around time.

5. Ask for further assistance before delivering a personalized closing spiel.

Suggested Note Template:

With Sales Force Access

Reason of call: Blocked account due to pending verification

Action Taken: create SF ticket to Budget pay/fraud Team for further assistance and advised cx TAT for the response. Best callback number: _____ Best callback time: _____  (Free Flow)

Without Sales Force Access

Reason of call: Blocked account due to pending verification

Action Taken: Send request for SF creation to let support on duty to create the case request on my behalf. Advised cx of the TAT for the response Case details from support will follow . Best callback number: ____ Best callback time: ______ (Free Flow)

Suggested Scripts:

Ask for the best callback number and callback time, and advise the x for the TAT.

"To be assisted further could you please provide your best callback number and  preferred time to reach you please ?"

Educate the customer about the reason why her/his profile was blocked.

"I apologize for the Hustle going through verification process but rest assured that your profile security is our priority. A callback request was already submitted with your details. Kindly keep your line open and your cooperation is highly appreciated.

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