Arina Vlasova Updated by Arina Vlasova Permissioned article This article is internal and cannot be seen by public viewers.

Please reach out to Debbie on Google Chat if you're not sure about a chargeback customer!
Helpful canned response: Chargeback
What is a chargeback?
A chargeback is a charge that is returned to a payment card after a customer/consumer/cardholder successfully disputes an item on their account statement or transactions report. The chargeback reverses a money transfer from the consumer's bank account, line of credit, or credit card. 
What consequence does a chargeback have?
Whenever a payment is disputed through the bank or credit card provider, we're slapped with additional fees of $7.5 on top of the disputed amount, not to mention the negative impact it has on our merchant account.
How do we proceed once we are notified of the chargeback?
When we get a chargeback, under most situations, we hotline the sim and disable the account. Notes are added on the main subscriber page, and the PSS team is responsible to contact the customer.
P.S. In some cases we don't hotline and we wait for the customer's response.

Most of the times, the only way that customers reply to us is when their service is disrupted. On a good day, when a customer promptly gets with their bank or card company and does start the reversal process, it can take days to even show up on our side. In a case like that, the only way that we allow the customer to be active immediately is:
1. If they present something from their bank or card company that proves that the charge has been reversed, or
2. If they agree to pay for the order, plus the $7.50 fee that we are charged for each chargeback. (e.g. when the customer tells that their card has been lost)

If the customer agrees and the chargeback is successfully reversed, we check the order and if the customer was eligible for a valid refund, we process it for them. 
Please present options 1 and 2 above to customer and always consult with Debbie and escalate to Accounts before re-enabling the line
If subscriber's status is "disabled" and there is flag "Chargeback Alert", this means that it could be not fraud chargeback, but some error case (like kids using their parents' card)

How did we do?

Balance_“Hotspot User” Flag and Hotspot Standalone Devices (Modem, Router etc.)

Billing_Invoice, Payments, Taxes and Fee