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BR chargeback issue - Coggle Diagram
BR chargeback issue
Top up via mshop
use UID top up
Send in game mail to player
Message content
Warning message
Need CS and legal to draft
-48 hours to appeal
-May lead to account being banned
CS link to appeal
Need CS to confirm
Top up diamond amount
Top up time&date
Potential Restrictions
word counts of in-game mails
Server pressure if send to every top up
maximum in-game mails
User top up himself
No action required
User claims that he didn't top up, and still has the diamond
CS team deduct diamond
Notify channel to refund
Need BR BD to check the existing SOP for Garena to initiate a refund for player
User claims that he didn't top up, but already spend the diamond
Appeal after the 24/48 hours after the most recent login
Reject the appeal, and follow the current SOP to deduct? or investigate whether really innocent
Appeal within 24/48 hours after the most recent login
Consider the 3 Strikes rule?
Deduct the diamonds to negative amount and allow him to continue playing for the first 2 times, and ban on strike number 3.
Login in before top up
No action required
Top up via Google or ios
No action required