Money disagreements.
WHY THEY ESCALATE FAST
Money is concrete, and being charged wrongly feels like being robbed.
WHAT TO DO FIRST
Establish the facts before responding.
WHAT FACTS TO GATHER
What was charged, when, and for what What the customer was told at purchase What the records show
WHAT TO DO IF YOU WERE WRONG
Say so immediately, refund, and explain what happened.
WHY IMMEDIATELY
Delay in an error of your own making is indefensible.
WHAT TO DO IF THE CHARGE WAS CORRECT
Explain it clearly, with the record.
WHAT TO INCLUDE
The date, the amount, what it covered, and what they agreed to.
WHAT TO AVOID
Citing terms without explaining them Being right in a way that loses the customer
WHAT TO CONSIDER
Whether being right is worth the relationship.
WHAT TO DO ABOUT AUTOMATIC RENEWALS
Send reminders before charging.
WHY
Unexpected renewals are the single largest source of disputes.
WHAT TO MAKE EASY
Cancellation.
WHY
Difficult cancellation produces chargebacks and complaints, and in some places it is unlawful.
WHAT TO DO WHEN A CHARGEBACK ARRIVES
Respond with evidence, within the deadline.
WHAT EVIDENCE TO KEEP
What was purchased, when, and proof of delivery.
WHAT TO FIX
Whatever caused the surprise.
