CHARGEBACK

Mandatory points for chargeback 

1. At first, agents have to do the validation over the call on which they have to confirm (2 Details from customer's profile and 2 details from customer transactions on which he may also confirm the available balance and last salary credit)

2. They have to confirm the transaction date, time, merchant name and amount of the transaction from the customer.

3. Then have to Search on Freshdesk (Ticket Portal) from the customer's account number if there is a ticket for the chargeback is there or not??

If the ticket is already been there, they have to mention a note and educate the customer about the resolution time of it (TAT) If the ticket beyond tat (15 Working days) they have highlighted the same to Sarmad (Dedicatedly working for chargeback cases).

4. If ticket is not there they have to generate a ticket for the chargeback (Group) customer support, (Status) Pending, (Ticket Category) Dispute Chargeback, (Tag) Dispute Cash withdrawal.

5. The agent needs to mention the transaction date, time, merchant name and amount of the transaction in the description bar or add note also they have mentioned their name as well.

6. After generating the ticket they also have to send the mentioned reply to the customer also they have to put the corporate's id in cc of the mail:

: Template:

Hi Customer,

We have made a note of your concern and ensure that this shall be addressed. We will have this case investigated and keep you posted.

Upon investigation, if the outcome is in favor of you, then the amount debited shall be refunded within 15 working days from the date of dispute raised.

 We appreciate your patience till then. Thank you for being our valuable customer!

Regards,

AGENT NAME

Team NiYO

Note: While generating the ticket agent need to mentioned their name in note as well as in the description