*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+)


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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