Billing Complaints

Double Charge

Members mistakenly processed the order twice or created multiple subscriptions through the website.

Offer to skip the next order so the customer can use the extra bags on hand.

If they insist on returning the duplicate order for a full refund, let your TL know and request for a return label.

What if you can’t find the duplicate charge? We can use the shipping address and name of the cx to search if there’s another account existing. Go to SHOPIFY- CUSTOMER.

If we are done searching but still can’t find the other account, ask a screenshot of their billing statement. We will send the details to the OPS team, since they are the only department that has access to STRIPE.

OTHER REASONS TO CONSIDER:

This type of customer probably canceled recently or has a duplicate subscription.

Note: If the customer cancels their subscription, on the same the order is placed, educate them that the order cannot be canceled along with the subscription.

Check ReCharge for a duplicate subscription or Shopify orders.

If there are no accounts, reach out to someone who has access to Stripe. [Please Loop in OPS TEAM]

If no charge shows on all our platforms, ask the customer to double-check again. Make sure it’s not from a different company that has a similar name to PrettyLitter.

Example: Pretty Little Things.

If the customer insists, ask for a copy of the billing statement to be sent via email.

Sample Template/Language

Duplicate Subscription PLAN

Hi ______,

It shows here that you have a duplicate subscription plan under one account. You might have accidentally created this during the initial ordering process. But no worries, your subscription is designed to be super customizable. We can adjust or hold your deliveries for a month or 2.

I have successfully canceled your duplicate subscription. You should receive an email confirmation within today. Let me know if this works for you.

Authorization Hold

An authorization hold is a temporary hold placed on a customer's funds by a bank or financial institution when a transaction is initiated but not completed. This process is commonly used in various situations, such as:

An **authorization hold** is a temporary hold placed on a customer's funds by a bank or financial institution when a transaction is initiated but not yet completed. This process is commonly used in various situations, such as:
1. **Credit and Debit Card Transactions**: When you use your card for purchases, the merchant may place an authorization hold on the amount to ensure that you have sufficient funds. This hold reduces your available balance but does not finalize the transaction.
2. **Rental Car and Hotel Reservations**: These businesses often use authorization holds to cover potential additional costs, such as damages or incidentals. The hold remains until the final amount is settled.
3. **Online Purchases**: When shopping online, an authorization hold may occur as soon as you place your order, even before the item is shipped.
The hold typically lasts for a few days, depending on the merchant and the bank's policies, after which the funds are either released back to your account or the transaction is finalized. It's important to monitor your account during this period, as holds can temporarily impact your available balance.

Sample Template/Language

Hi, [Customer's Name],

Thank you for reaching out to us! I’d like to explain what an authorization hold is and how it affects your account.

An authorization hold is a temporary hold placed on your funds by your bank or card issuer when you initiate a transaction. This hold is not an actual charge; instead, it ensures that you have sufficient funds available for the purchase you’re making.

Here’s how it works:

When you use your debit or credit card for a purchase (online or in-store), the merchant may request to place a hold on the amount of the transaction.

This hold reduces your available balance but does not deduct the amount from your account immediately. It simply ensures that the funds are reserved for the transaction.

Authorization holds typically last for a few days, depending on the merchant and your bank's policies. After the transaction is finalized, the hold will either be released or converted into a charge.

Once the transaction is completed, the hold is replaced by the actual charge on your account. If the transaction is canceled or fails, the hold will be released, and the funds will become available again.

If you have any further questions or concerns about your account or transactions, please feel free to ask!

Thank you for your understanding.

Fraud

Fraud refers to any intentional deception or misrepresentation made for personal gain or to cause harm to another party. It involves various illegal activities where one party seeks to benefit at the expense of another. Here are some key aspects of fraud:

Intentional Deception: Fraud involves knowingly misleading someone or providing false information.

Financial Gain: The primary motive behind fraud is often financial, such as stealing money or assets from individuals, businesses, or organizations.

Types of Fraud:

Financial Fraud: Includes investment scams, Ponzi schemes, and credit card fraud.
Identity Theft: Involves stealing someone’s personal information to commit fraud.
Insurance Fraud: Submitting false claims to receive benefits or payouts.
Consumer Fraud: Misleading consumers to sell products or services that may be defective or misrepresented.

Consequences: Engaging in fraud can lead to legal penalties, including fines and imprisonment, as well as civil lawsuits for damages.

Overall, fraud undermines trust in financial systems and can have serious repercussions for individuals and businesses involved.

PrettyLitter Most Common Fraud Concerns

How to handle fraudulent claims or suspicious activity?

Identify if it's:

Unknown charge (cx did not order but was charged)
Unknown delivery (cx received a delivery that was not ordered)

Tag accordingly

FRAUD TEMPLATE

Name:

Address:

Email:

Last 4 digits:

Exp. date of the card that was charged:

Amount charge:

Date charge:

Name/type of bank:

Bank or billing statement:

Macro: Order::Order Status::Unknown Delivery::Order Confirmed Tagging: Order::Question About...::An Unknown Delivery

Hi Yvonne,

Yvonne here from the PrettyLitter Support team.

Thank you for contacting us right away! An unrecognized delivery is highly unusual. 😯️ I appreciate your patience while my team and I investigate this.

Our records show the following PrettyLitter order was part of an ongoing subscription service:

Subscription

Start Date:

Last Order

Number:

Description:

(Product Name & Quantity)

Service Address

(City, State, Zip Code):

The security of our customer’s information is always a priority. So, we have disabled the account to prevent any more orders from processing.

Here’s what we recommend:

Please double-check your records and statement. If the order is valid, let us know. We’ll get your subscription reinstated ASAP. Note, that ID validation will be required to unlock the account.

If the order is not valid:

We’ll send a prepaid return label to take any unwanted litter off your hands
We’ll refund the charge for this order once the return is received

If we can further support you, please let us know. We are here and happy to help. 👍

Macro: Order::Order Status::Unknown Delivery::Tracking Requested Tagging: Order::Question About...::An Unknown Delivery

Hi Yvonne,

Yvonne here from the PrettyLitter Support team.

Thank you for contacting us right away! An unrecognized delivery is highly unusual. 😯️ I appreciate your patience while my team and I investigate this.

We’d love your help!

Send us a reply or photo of the package & shipping label and include the:

Recipient Name
Delivery Address
Tracking Number

We’ll take it from there! 👍

The package you received may have been meant for another PrettyLitter customer but got mixed up or transposed due to similarities in the delivery address. It’s very rare but does happen. 😕

In other instances, we’ve been able to help customers confirm an unrecognized delivery as part of a subscription service that recently resumed after a pause or extension.

We look forward to hearing from you!

How to "identify" a fraud or risk order and customer?

In most instances, the order or account was proactively canceled by CS Ops.

A note on the Shopify order timeline is most likely available for the cancel reason (Do not provide this to CX)

OUR LANGUAGE: Resellers or Risk Customers

I apologize for the inconvenience this may have caused. "Our system may have detected some suspicious activity with your purchase", which prompted us to cancel the order as a precautionary measure.

We understand this might be frustrating. No worries—I can involve a senior specialist who will be able to provide more detailed information and help address any concerns you might have. Otherwise, feel free to reach out if you need further assistance or would like to discuss this matter in more detail.

Important Information to Gather or Probe

Email Address
Shipping Address
Amount Charged
Date Charged
The last 4 digits of the charged card
Type of Card

When talking about fraud claims, how much information can we provide to a potential police officer?

If the person calling wishes to know specific details about the account, we can let them know that we can share that information with law enforcement should they choose to file a formal investigation.

Once they can provide the required papers, we can then provide them with the information below.

We're sensitive to our customer's information. We don't just provide any information freely to anyone other than the customer or authorized person. Advise them to have the customer contact us to process the changes requested and proceed to the next steps.

In some cases, an agent might need to loop in the lead for assistance or escalate for a lead to take over.

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