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It's time to get back to basics with collections. Often time's clients leave customer chargeback's unresolved or left as unimportant. However, they should be resolved as quickly as possible. The first reason, to make sure the customer's billing is correct and not to irritate the customer. Second, to resolve the issues while they are fresh in the customer's mind. If a chargeback goes unresolved for a period of time, the customer is likely to forget the reason for the chargeback and assume since they took it at the time, it must be correct.
Customers do not feel the obligation to provide any evidence of their chargeback being valid. However, it is important for the creditor to provide any feedback (evidence) that would show the chargeback is not valid, and if it is, that it has been resolved as the customer requested. This can also be used as an approach for Sales. There is nothing wrong with the Sales Rep to approach the customer and apologies that the billing error was made and provide a copy of the credit. At this time, the Sales Rep can find out if there are any services (products) needed at this time or need in the near future to follow up on later.
Chargeback's can be a hinder to business. Especially when they are unresolved issues that continues to go unresolved. This causes more time for the customer each billing cycle to go back into their records to find out why there is an outstanding balance on their account with your company. The first time a competitor walks through the door, no matter how good your service is, they will remember they always have billing issues with your company. They are more likely to try the service of your competitor if the issues continue and go unresolved.
There are times that customer's will make claims for chargeback's that are not valid. This is why it's important to have the right documentation process to provide the evidence to the customer that the balance is due and collectable. As time goes by, the customer, in most cases, ask for this evidence anyway as they probably do not remember the situation that caused the balance, or does not want to spend the time looking in their own records. If you do not have the proper evidence, this will make the chargeback valid, or show the customer you are unable to support your billing and could cause future chargeback's. In these economic hard times, its most important to have the proper backup to support billing or to disqualify any claims your customer's can make. Everyone is looking to save money where and when they can. Those without the proper process are the easiest and biggest target for loss.
William J. Kesman, Credit Services Plus, Inc.
(216) 573-3770 Phone
wkesman@creditservicesplus.com
http://www.creditservicesplus.com/