vstorm-co Handling a disputed transaction
Three paths, and picking the wrong one loses the customer's money or the firm's.
Classify first
- Unauthorised — the customer did not make it. Card is blocked before anything else happens.
- Authorised but wrong — wrong amount, duplicate, or goods not received. Merchant first, chargeback second.
- Recognised on reflection — a subscription or a trading name they did not recognise. Resolve by explaining, and log it.
Evidence, per path
Unauthorised: when they last had the card, whether details were shared, other transactions they do not recognise. Not-received: order confirmation, promised delivery date, merchant contact attempts with dates.
The clocks
Say the deadline that applies to their path, and that it runs from the transaction date rather than from today. A dispute raised on day 121 of a 120-day window is not a judgement call.
Never
Promise an outcome, promise a temporary credit, or advise them to stop paying anything.