Working in a call center you may hear many different terms that you aren't used to. Below are a few that you'll need to familiarize yourself with.
Dispute/Chargeback - Going to the bank to get the charge refunded back to the customer account.
Future Discount - Discounting the next billing proactively.
Refund Matrix - Breakdown of the prices, discounts and refund amounts commonly used on a campaign.
Recurring - Charges that repeat a specific cycle. Most commonly a monthly billing could also be called a recurring billing.
Refund Tree - Process of de-escalating customers by progressively using more aggressive save/refund options.
Full Refund - Returning all the money back on a single transaction.
Partial Refund - Returning part or a % of a transaction back to the customer.
Void - Voiding off a charge is almost the same as a full refund but usually occurs the same day as the charge and falls off of the customers statement instead of the customer seeing a refund for it
Decline - When a customer tries to purchase a product but the charge does not go through on our end
Re-Order - Place a one time order for an existing customer.
RNR - Refund Not Received.
PNR - Product Not Received.
Trial Offer - Full monthly supply of a product for a period of time. Automatically put on an autoship program if not cancelled within the trial period.
Straight Sale - Customer is billed for the full cost of the product on the day of the order.
Upsell - Product sold along with a main product, typically after the initial purchase.
CRM - Database where customers and charges live.
Dosage - How to take product / how much to use of a certain product.
Fulfillment - Entity that ships out products.
Order Page - Page where the customer puts their information in to place an order.
PID - Product ID.
RMA (Return Merchandise Authorization) - Number provided to customer return a product
RTS - Return to Sender
MBG - Money back guarantee
PPL - Prepaid Postage Label
ACW (After Call Work) - Time taken after your call to complete your notations and any account modifications
AHT (Average Handle Time) - On average how long it is taking you to handle a call from start to finish
CCB - Customer Called Back
CCI - Customer Called In
CEI - Customer Emailed In
CX - Customer