LL - Chargeback or Dispute filed script

Thank you for calling COMPANY my name is XXX! 

Customer: “Why is there no refund yet” for a CB?

Agent: (first apologize for the reason the customer filed a CB!) 

Give Explanation - 

Unfortunately Ms/Mr. customer, once a dispute is filed, your bank automatically takes hold of the amount in question $xxx pending their investigation.

During their investigation, they will contact us and ask us to provide details of your order(s) & account. Once we provide that information, they will make a determination on who is at fault. If the bank decides in your favor, they will credit you the amount.

Sometimes they credit you immediately and they may have already done that. However, if they award on our behalf (the merchant), they will remove the funds from your account again. 

This decision rests solely with your financial institution and is beyond our control. I’m so sorry but during this period we are unable to process any refunds towards your account.

Please understand that their investigation process can take quite a while - it’s not unusual for it to take 60-75 days after the evidence due date.

I realize it's a bit confusing and I apologize. If you still have questions, I'd recommend contacting your bank directly. They can let you know where the investigation stands and what your next steps are. 

If the CX was refunded by their bank already:

At this point in the investigation, since they have reversed the charge and placed funds back in your account, we are unable to process a refund for you. However, should the bank decide in our favor and remove the funds from your account again, we are still happy to have you return the package for a full refund.

Again, I sincerely apologize for any inconvenience this may cause.