Sie stehen einem Kunden mit mehreren umstrittenen Gebühren gegenüber. Wie gehen Sie effektiv mit der Situation um?

To assess the claims, start by gathering all relevant information regarding each disputed charge. Analyze transaction details, timestamps, and any available communication between the client and merchant. Identify patterns or discrepancies that could indicate fraudulent activity or misunderstandings. Prioritize the assessment based on the client's transaction history and risk profile to ensure a comprehensive evaluation.

Reach out to the client promptly to acknowledge their concerns and Express your understanding of their frustration and assure them that you are committed to resolving the issue.

Gather all relevant documentation related to the disputed charges to include contracts, invoices, service agreements, communication records, and any other relevant materials.

Verify records by cross-referencing the disputed transactions with internal databases and external sources. Confirm the authenticity of the charges by checking for matching transaction IDs, customer details, and any evidence of authorization. Utilize advanced fraud detection tools to spot anomalies. Ensure that all records are accurate and up-to-date to support the validity of the dispute resolution process.

Inform policies by updating your internal guidelines based on the insights gained from assessing and verifying the disputes. Create clear, actionable steps for handling similar situations in the future. Share these policies with your team to ensure consistent handling of disputes. Regularly review and refine policies to adapt to new fraud trends and regulatory requirements, ensuring robust protection for both the client and the business.

Propose solutions by offering the client a clear path to resolution. This could include refunding disputed charges, providing additional evidence to the issuing bank, or implementing enhanced security measures. Tailor your solutions to address the root cause of the disputes, whether it's fraud prevention, customer education, or merchant practices. Ensure the proposed solutions are fair and transparent, fostering trust and cooperation.

If you find errors on your end, correct them immediately and inform the client of the actions you’ve taken. This could include issuing refunds, reversing charges, or providing credits. For disputes where there may be some gray areas, consider offering a compromise, such as a partial refund or discount on future services.

Implement any agreed-upon changes or credits promptly. Schedule a follow-up meeting to ensure satisfaction and address any lingering concerns..