SOP - How to Handle a Credit Card Charge Back Notice
Service Level-
Why is the work described in the service level needed?
To ensure that a camper’s Credit Card dispute is handled timely and in the best interests of Spacious Skies Campgrounds.
What is to be done?
You will be notified of a Credit Card dispute via email from Gayle, our Accounting
Manager.
Operation Standards
How will the work described in the service level be done?
Gayle will send the dispute which includes the amount and name of the camper to the General Manager and the Regional Manager.
The General Manager is to look up the camper's reservation in Campspot and send Gayle back:
Signed Terms & Conditions
Screen shot of camper's reservations history to include check in and check out shown
Screen shot of all notes on the reservation
Screen shot of the billing history
Any other written forms of communication or other signed documents with the camper
Full details regarding the dispute in the body of the email—Be very detailed
When is the work described in the service level to be done and when is it not to be done?
Anytime a Credit Card Charge Back is sent a response back to Gayle within 24 hours is needed as the deadlines are very short for disputes. If the GM is off the RM is to fill in.
If additional information is requested by Gayle, please respond within that same day.
Who is to do it?
General Manager with assistance from RM. If additional help is needed Gayle will
loop in the Director of Campground Operations and/or the COO or further assistance.