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How to handle BBB complaints and chargebacks.Rhonda W, 03-29-2007 |
Better Business Beauru (BBB) Compalints:
The BBB will typically mail complaints to the formal company address.
To expedite handling, contact the BBB and ask them to email complaints to a designated email-address, instead of mailing them using the postal service system.
When an email comes in from the BBB, click the link inside the email to open the complaint and read it carefully to find out the customers information and the reason for the complaint.
SoftwareProjects Customer Manager allows easy lookup of the complaining customer. Find the customer under 'Customer Manager' and review the status of the customer’s orders. If the customer is asking for a refund, go ahead and issue a refund. Be sure to note in the customer manager in the white box for internal notes the customers BBB case number and that you replied to the complaint giving the date and time that you replied and that you resolved the complaint by refund.
It is important to respond to all BBB complaints in a timely manner to avoid being categorized as a non-responsive company on the BBB's website. Replies to the BBB should go to complaints@newyork.bbb.org.
In the response be sure to include the original case number and any other corresponding information showing the complaint was handled as per the customer's request.
Attorney General (AG) complaints:
Customers may contact the attorney general of their state and request to file a complaint. The attorney general will then mail or fax a formal complaint letter to the company's headquarters. Some attorney general offices, depending on the state, will agree to email complaints instead of faxing them to you. Contact each attorney general's office to request sending complaints via email, in case you receive a high number of complaints.
Once you receive a complaint from the attorney general office, read through it carefully to find out who is the customer that initiated the complaint.
Look up the customer in the 'customer manager' and review the order status.
If the customer is requesitng a refund, follow the normal refund procedure and refund the customer accordingly. Then note in the white box for internal comments the AG file # for this customer and the date and time you resolved this complaint.
Attorney general email replies should go to: internet_faud@oag.state.us
American Express Chargebacks:
Go to the Amex website and login to the account.
Click on “Resolve Disputes”. Then click on “New Disputes” this will bring up all disputes that have not been answered. Click on the case # and open the dispute.
Choose refund the customer and then select “Issuing Credit” for the refund type. Select the “Allow Refund” message, and place your initials in the yellow box and click “Continue” this will bring up a conformation page, check that everything is correct and click “send response”, a response will be recorded to Amex. that the customer has been refunded.
Now go the customer manager and find the customer. Make a note in the white box, for internal comments, the credit card company that you refunded a chargeback for, the date, time you refunded the chargeback for this customer, and the case # associated with the chargeback. Cancel the customer’s orders.
Exp: Refunded Amex. Chargeback on 3/27/07 @ 11:58am, Case# F145245.
The BBB will typically mail complaints to the formal company address.
To expedite handling, contact the BBB and ask them to email complaints to a designated email-address, instead of mailing them using the postal service system.
When an email comes in from the BBB, click the link inside the email to open the complaint and read it carefully to find out the customers information and the reason for the complaint.
SoftwareProjects Customer Manager allows easy lookup of the complaining customer. Find the customer under 'Customer Manager' and review the status of the customer’s orders. If the customer is asking for a refund, go ahead and issue a refund. Be sure to note in the customer manager in the white box for internal notes the customers BBB case number and that you replied to the complaint giving the date and time that you replied and that you resolved the complaint by refund.
It is important to respond to all BBB complaints in a timely manner to avoid being categorized as a non-responsive company on the BBB's website. Replies to the BBB should go to complaints@newyork.bbb.org.
In the response be sure to include the original case number and any other corresponding information showing the complaint was handled as per the customer's request.
Attorney General (AG) complaints:
Customers may contact the attorney general of their state and request to file a complaint. The attorney general will then mail or fax a formal complaint letter to the company's headquarters. Some attorney general offices, depending on the state, will agree to email complaints instead of faxing them to you. Contact each attorney general's office to request sending complaints via email, in case you receive a high number of complaints.
Once you receive a complaint from the attorney general office, read through it carefully to find out who is the customer that initiated the complaint.
Look up the customer in the 'customer manager' and review the order status.
If the customer is requesitng a refund, follow the normal refund procedure and refund the customer accordingly. Then note in the white box for internal comments the AG file # for this customer and the date and time you resolved this complaint.
Attorney general email replies should go to: internet_faud@oag.state.us
American Express Chargebacks:
Go to the Amex website and login to the account.
Click on “Resolve Disputes”. Then click on “New Disputes” this will bring up all disputes that have not been answered. Click on the case # and open the dispute.
Choose refund the customer and then select “Issuing Credit” for the refund type. Select the “Allow Refund” message, and place your initials in the yellow box and click “Continue” this will bring up a conformation page, check that everything is correct and click “send response”, a response will be recorded to Amex. that the customer has been refunded.
Now go the customer manager and find the customer. Make a note in the white box, for internal comments, the credit card company that you refunded a chargeback for, the date, time you refunded the chargeback for this customer, and the case # associated with the chargeback. Cancel the customer’s orders.
Exp: Refunded Amex. Chargeback on 3/27/07 @ 11:58am, Case# F145245.
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