LL - Customer wants to dispute a black list or fraud filter

Occasionally, a customer who has been blocked from ordering will want to place another order. 

Once our billing department blocks someone from placing an order by black listing or adding to our fraud filter, the receiving agent is unable to override that action without approval from the billing department or a manager.

Actions to take: 

1. If the customer received an email from our billing department about their order being cancelled and refunded, you can ask them to reply to the email and request a review from the billing dept.

2. If the customer did not receive an email from our billing department you can escalate the case to a manager for further review to see if we can remove the block. Let the customer know that you'll submit a ticket for review and someone from our team will contact them back.

3. Always note the existing ticket with details about your interaction with the customer. If there is no existing ticket, make a note ticket in help scout using the phone conversation option. 

sample email template (for fraud order blacklist)

Dear Name,

I hope you are doing well. Unfortunately, we temporarily disabled your ability to place orders on our platform. Our company policy requires us to take this step if a customer raises a fraud dispute. I understand this may be inconvenient for you, and I apologize for any frustration this may cause.

I want to assure you that we take fraud very seriously and always work hard to keep our platform safe and secure. When you contacted us on (DATE), regarding (ORDERS) that you claimed were fraudulently charged to your card, we promptly refunded the entire amount for those orders and sent you a shipping label to return the unwanted items. (Which were or were not returned).

I understand that this news may be disappointing for you, and want to let you know that we value your business and would love to continue supporting your health goals. If you would like to provide an explanation for why you have decided to reorder with us, we can review your account and consider reinstating your purchasing privileges.

Thank you for your understanding, and we hope to hear from you soon.

Sincerely,

Name

sample email template (for refund policy abuse)

Dear Name,

I hope this message finds you well. I wanted to reach out to you regarding your account.

Unfortunately, we had to disable your ability to place orders due to the number of refunds you have previously requested.

I understand that this may have caused some inconvenience and frustration, and for that, I apologize.

Please know that we take our refund policy seriously, and when a customer requests a refund on multiple orders, it raises some concerns for us.

However, we value your business and would like to continue supporting your health goals.

If you would like to provide us with an explanation for why you decided to reorder with us after requesting multiple refunds, we would be happy to review your account and consider reinstating your purchasing privileges.

Thank you for your understanding, and please let me know if you have any questions or concerns.

Sincerely,