Chargeback

Chargebacks Follow Up (Tier 1 Advanced Operations) IHC

23ANDME+ CHARGEBACK #5998734 - Ticket sample 23andMe+ the membership is already cancelled language {{ According to our records, the auto-renewal for your 23andMe+ Premium subscription has been cancelled. You will retain access to the reports and features included in this service until the end of your billing cycle, which is on [DATE]}}.

A.) If eligible for refund or my previous correspondence no need for follow-up.

• Update the spreadsheet by appropriate update
• Note if there is a banner "Customer is eligible for renewal fee refund" no need to create ticket

B.) If no previous correspondence Chargeback / Payment Dispute (Account Information) (macro)

1. Create a ticket with this macro and remove the Braintree record and 23andMe order

2. Submit the ticket as open

3. Then, create an internal note with the ff information: Braintree record: 23andMe order: *Braintree record = Dispute ID or BT ID

4. After creating a ticket, submit an appropriate macro suggested on spreadsheet.

5. Then, update the ticket number on the spreadsheet. zd#XXXXX

Ex: #6007463 720652591229525 8mz7f8g7dv6dc6v2 23andMe+ Suggested Ticket Created Macro -- Chargeback / Payment Dispute (Account Information) Suggested Macro -- Chargeback(23andMe+)

OTHER CHARGEBACKS HEALTH UPGRADE CHARGEBACKS

• Follow-up on account email

Ops::Order::Billing::CB::Chargeback, US Health Upgrade (Disputed) (macro)

• If draft approval, assigned to Mary Meedi

DUPLICATE/NOT RECEIVED Ops::Order::Billing::CB::Chargeback, Product Not Received/Duplicate (macro)

• remember to check the reason on spreadsheet
• check if the account is registered or unregistered
• ex: ticket #5998708

FRAUD "WARNING: this order may be fraudulent"

1. Check the profile IDs

• Note: If there are more Profile ID's, follow-up ticket on all the profile ID's
• Put the all the zd#XXXXX on spreadsheet
• Multiple profile ID's usually on Account Delete Fraudulent

In chargebacks, no need to link the tickets. Update the sheet with zd#XXXXX A. Zendesk ticket column = if ikaw ang gumawa ng follow-up B. Notes/Comments column = zd#XXXXX if iba nagfollow-up (ex: refunded/previous correspondence)

NOTE: If follow-up, laging may internal notes