Sample Image:
Accounts will be automatically LOCKED when a customer initiates a payment dispute.
If the customer wins the dispute, a refund will be issued to them, and cnaZone will incur a $15 dispute fee.
When a customer contacts cnaZone support requesting to unlock their account, please follow these steps:
- Check Account Status: Look up the account status in LBPAdmin > cnaZone to confirm if the account is locked.
- Check Transaction Status: Review the transaction status on Stripe to determine if a refund has already been processed and whether cnaZone has incurred a dispute fee.
If a refund has NOT been processed yet:
- Notify the customer to contact their bank and retract the payment dispute. Inform them that cnaZone can offer a refund directly, which will be quicker and prevent their account from being locked.
If the customer has won the dispute:
- A refund will have already been processed by their bank, and a $15 dispute fee will have been charged to cnaZone. Verify that the unlimited package is removed from the customer's account (since it has already been refunded).
- Inform the customer that there will be a $15 activation charge to recover the incurred dispute fee that was charged to cnaZone. Contact Will, Elizabeth, or Julius to provide a link for the $15.00 invoice.
Sample Ticket: 40897