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CRL - CHARGEBACK WORKFLOW (FINANCE), FINANCE: When customer liaise with…
CRL - CHARGEBACK WORKFLOW (FINANCE)
FINANCE:
When customer liaise with bank to dispute charge(s).
Finance will receive notification.
Escalate to App Support to check
App Support
needs support from CX.
Forward information via email to CX
to validate if customer has sent any request via email / social media.
CX:
Raise JIRA ticket as new refund case
(reminder: update ticket number in NOVUS Notes & CRL)
CX:
Check email and social media if customer has contacted us prior.
CX:
Revert findings to Finance via JIRA ticket's comment function.
(Case by case) if no supporting document sent to us via email/ social media. Finance can liaise with bank to obtain the necessary record. CX can seek verification with IT (Jimmy) in email server.
CX:
Email Status
Customer did not send email in
CX:
Close
JIRA
Ticket
1 more item...
App Support:
Validate
App Support:
Upon approval, update the refund status (inclu. date of refund & refunded amount) via
JIRA
ticket 's comment.
1 more item...
App Support:
Seek for Richard's approval
1 more item...
App Support
can investigate
App Support
raise JIRA ticket as new refund case.
(Reminder: update on NOVUS Notes & CRL).
App Support:
Revert findings to Finance via email conversation to close email
App Support
update JIRA ticket, NOVUS Notes & CRL
Finance can refund/ reject
Case close
Customer sent email in
CUT OFF