Escalation Queue/Chargebacks

Escalation Queue - Article KA-01824 For all brands, we have an Escalation Queue, that is managed by your leadership team which will help you provide a better experience to our customers. This queue should be used for escalated customer situations that may require additional support.

This queue is for voice and chat workloads.

Before transferring, remember to: Use your de-escalation skills. Consult the supervisor to provide the information the customer or recipient shared.

Chargebacks - Article KA-02028 A chargeback is when a customer disputes a credit card charge, usually because it was unauthorized, fraudulent, or an error. The bank reviews the dispute and may reverse the transaction, unlike a normal refund handled directly by the merchant.

If a chargeback included purchasing a Celebrations Passport membership, the membership will be automatically cancelled.