LL - Handling Bank Calls

When we get phone calls from banks regarding customer's billings, there are some extra considerations that need to be made. 

There are also two types of calls you will receive from a card issuer. 

The first type is information gathering and only the rep at the bank/financial institution will be on the line. They are reaching out to us on our mutual customer's behalf because they suspect fraud. They will want to verify some information about the order in question and you are allowed to provide them with this information. 

The information that helps them verify that it was our mutual customer who placed the order are: 

• First and last name
• Billing zip/postal code (or full address if we happen to have it)
• Their email address
• Their telephone number
• What they purchased - on what date and for how much? 
  • Was the billing in question a subscription billing? Explain to the agent that their order included this subscription and our member has not requested to opt-out. 

Once they are satisfied that the order was not a result of their card being compromised, ask what else they need from us and let them know what our potential next steps are. 

• Will they allow us to reach out to our mutual customers to provide them with direct assistance? Stress that we will be canceling anything that would include ongoing billings and that we will make contact with them to offer assistance with ensuring that everything is just how they want it - even if that includes refunds. 
  • If they say yes, and they probably will, they will also be letting the customer know what they learned and what we'll be doing next to assist them. 
  • If they say no, find out what they expect from us. If that's a full refund for their program(s), proceed, and let them know we'll still be reaching out to the customer to let them know we heard from them and they have been refunded in full. 

Be aware the banks are tricky. If they say they want you to cancel something, that means a refund. Always. Cancel this subscription? Do that, and refund the charge. Cancel the order? Refund that order. 

If you run into any errors that prevent you from being able to refund the card used, please reassure the banker that we have alternate methods of refunding (PayPal or check if TSM). 

The second type of bank call includes the customer on the phone. At this point, they have called their bank to try and dispute this charge and the bank has called us with them on the line. 

They will introduce themselves, and let you know why they are calling. You will be able to get the information needed to locate their account from the rep (L4 of debit or credit card, and our mutual customer's name) so you are prepared when they bring the customer in on the call. 

Once they do that, the rep stays on the line but is only there to listen in and you should proceed with this call as you would if they had called in on their own. They will interject if you say something they don't like but are typically otherwise unengaged until the very end. 

With bank calls, it all boils down to this - Do what they want you to do when they ask you to do it. 

Always send the customer a follow-up email to re-cap actions taken and next steps. 

If that customer was not on the call at the time, you should start your email with an explanation that you are reaching out to them today because we received a call from their card issuer who had questions related to their order with us. Here's what that was for, here's what you've done so far to help, and here's where we can go next. 

These types of interactions can have a direct impact on the chargebacks we receive, so do your best to take care of whatever is needed.