LL - Fraud claims/calls from banks or card issuers and how to resolve

Any legitimate sounding fraud cases indicated by a customer and also fraud cases where a banking institution or card issuer has called us with questions may be refunded after request.  Make sure to mark the checkbox in the Lime Light order(s) to label the transactions as "Fraud" if this claim is made.

Try your best to ensure proper information is provided in these matters relating to who made the purchase, address details, phone, email, date and time of purchase - anything that will help confirm questions surrounding the transaction(s).  There are some cases where the customer forgets what they bought or that they even did business with us in the first place, especially if they are unclear about what TSMhelpdesk.com or Turn7help.com is. 

When you have a bank or card issuer calling up with the customer on 3-way, this is very important to make sure everyone is clear about what transpired and why; especially concerning subscriptions.  Be firm that they were notified about the free trial subscription in the sales materials and checkout page, and offer to cancel any subscription and provide a minimal satisfactory refund.

Ultimately, if a refund is requested from the customer who is claiming fraud *or* from the banking institution or card issuer requesting a refund(s), take care of them efficiently and ensure that a courtesy refund or refunds will be applied towards the account.  Always let them know it will take 2-3 business days to receive the refund(s), and ensure that a proper resolution has been given for the matter at hand. 

In addition, in sticky.io make sure to check the Fraud Box. 

The status will change in Sticky and it would show like this, with the hand down:

Please do not hang up the phone or end the email conversation until you're absolutely certain that these fraud claims are taken care of.

These types of cases are very important to handle however the customer or card issuer sees fit, as they will process a chargeback or multiple chargebacks if they feel the billings are not legit, and this costs us significantly more in the long run.