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    2018 - Chargeback Investigation Form: Investigated by

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    Anonymous YYMW35b1q
    This document summarizes a chargeback investigation for account number 179601. The investigation found misrepresentation issues with the initial sales call on June 20, 2018, where the representative did not properly explain that a mirrored rather than optimized website would be created. Several follow up calls and emails were made to the customer between June and August 2018 in an attempt to address their concerns, but the customer requested no further calls. The total chargeback amount was $309.99.

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    © All Rights Reserved
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    2018 - Chargeback Investigation Form: Investigated by

    Uploaded by

    Anonymous YYMW35b1q
    23 views6 pages
    This document summarizes a chargeback investigation for account number 179601. The investigation found misrepresentation issues with the initial sales call on June 20, 2018, where the representative did not properly explain that a mirrored rather than optimized website would be created. Several follow up calls and emails were made to the customer between June and August 2018 in an attempt to address their concerns, but the customer requested no further calls. The total chargeback amount was $309.99.

    Original Description:

    CB 179601

    Original Title

    CB 179601

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    © © All Rights Reserved

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    This document summarizes a chargeback investigation for account number 179601. The investigation found misrepresentation issues with the initial sales call on June 20, 2018, where the representative did not properly explain that a mirrored rather than optimized website would be created. Several follow up calls and emails were made to the customer between June and August 2018 in an attempt to address their concerns, but the customer requested no further calls. The total chargeback amount was $309.99.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    23 views6 pages

    2018 - Chargeback Investigation Form: Investigated by

    Uploaded by

    Anonymous YYMW35b1q
    This document summarizes a chargeback investigation for account number 179601. The investigation found misrepresentation issues with the initial sales call on June 20, 2018, where the representative did not properly explain that a mirrored rather than optimized website would be created. Several follow up calls and emails were made to the customer between June and August 2018 in an attempt to address their concerns, but the customer requested no further calls. The total chargeback amount was $309.99.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 6

    2018_ChargeBack

    Investigation Form

    COMPLETED
    IP : 180.232.98.114
    Date : Sep 17, 2018
    Time taken : 3 mins 27 secs

    Page 1

    1. Investigated By:

    Ans: Jayson

    2. Investigation Date

    Ans: 09/17/2018

    3. Account Number

    Ans: 179601

    4. Account Age

    Ans: 31 - 90 Days

    5. Investigation?

    Ans: Yes

    6. Type

    Ans: Chargeback

    7. Activated?

    Ans: Yes

    8. Signed-Up Date:

    Ans: 06/20/2018
    9. Cancel Date:

    --

    10. Chargeback Date Received

    Ans: 09/14/2018

    11. Retrieval Request Date

    --

    12. BBB Filed Date

    --

    13. Number of Chargeback Case

    Ans: 2018256016942

    14. Number of Retrieval Request Case

    --

    15. BBB CaseNumber

    --

    16. Total Amount of Chargeback

    Ans: 309.99

    17. Total Amount of Retrieval Request

    --
    18. Summary of Findings:

    Ans: 20Jun2018
    Rose Jonas
    - Camp 1 Completed | Web Questions
    - upsell corporate email
    - SA received through 7025766414 “yes”
    30:29 - cx still not sure
    37:26 - cx agreed to use the card on file

    21Jun2018
    Jayvie Gimongala
    - released and flagged with
    (1.) Misrep - HM5 - Rep. informs the customer that we optimize an existing website.
    - OMC gives a wrong impression to the customer that we optimize her exisitng website, not
    explaining the back link process correctly.
    - min. (07:57 call1) - Cust: "So ahm, it will be like a back page to that website and it's
    gonna just optimized it, it's gonna be my existing website or people gonna be able to pull
    up two different website." OMC: "They are going to pull up your own website only, the one
    that you already have so basically we are going to create like ahm, a mirror website 1st and
    then if there are going click on the link there going to routed on to the original website that
    you already have..some how like that" Cust: "Okay"
    - min. (07:40 call1) - OMC “..we don't want to make any changes of what you already have
    right not we just want to optimize it and want to improve and expand it.."
    HM8 - Rep. does not educate customer correctly about "mirrored website" product.
    - OMC mentioned to the customer of mirroring the website, but did not explain cleary to the
    customer to how the mirror website works.
    - min. (07:37 call1) - OMC: "So it's just basically mirroring the website that you already
    have because we don't want to make any changes of what you already have right not we
    just want to optimize it and want to improve and expand it.."
    - SA received through 7025766414
    Kevin Keane
    - lift the misrep

    25Jun2018
    Nikol Nedelcheva
    - created TT 628249 to email dept. To send cx email login

    28Jun2018
    Predrag Savic
    - email login sent
    April Rio
    - KWs sent | Youtube video
    - cx still dont have the google VC

    29Jun2018
    April Rio
    - created TT 632905
    PIN: 66160 received

    03Jul2018
    Marie Dawson
    - Camp 2 Completed
    - WS link | Kws sent

    22Jul2018
    Customer sent an email:
    I do not approve of this email address . my company does not have nv in it

    23Jul2018
    Milka Tsvetkova
    - responded on the email sent by the customer:
    We would like to inform you that we have created the corporate emails like that, as we have
    created the following website for you:
    http://omnimaidsnv.com/
    One of our Online Marketing Consultants will call you soon to assist you.
    Reed assigned the ticket to Jeff Marks and ticket is still in progress
    27Jul2018
    Liz Andrews
    - Camp 3 Completed

    24Aug2018
    Mike Tanner
    - spoke to a woman and notated:
    please quit calling this number over and over/wanted to take this number down/then she
    hung up/EOC

    19. Primary Reason

    Ans: N/A

    20. Secondary Reason

    Ans: N/A

    21. Contributor By Department (Critical)

    Ans: N/A

    22. Contributor (Critical)

    Ans: N/A

    23. Contributor By Department (Non-Critical)

    Ans: N/A

    24. Contributor (Non-Critical)

    Ans: N/A

    25. Sales Department Issues (Critical)

    --

    26. Sales Department Issues (Non-Critical)

    --

    27. Customer Service Issues (Critical)

    --
    28. Customer Service Issues (Non-Critical)

    --

    29. AR Department Issues (Critical)

    --

    30. AR Department Issues (Non-Critical)

    --

    31. Online Marketing Executive Issues (Critical)

    --

    32. Online Marketing Executive Issues (Non-Critical)

    --

    33. Retention Department Issues (Critical)

    --

    34. Retention Department Issues (Non-Critical)

    --

    35. WinBack Issues (Critical)

    --

    36. WinBack Issues (Non-Critical)

    --

    37. Advertising Department Issues (Critical)

    --

    38. Advertising Department Issues (Non-Critical)

    --

    39. QA Department Issues (Critical)

    --
    40. QA Department Issues (Non-Critical)

    --

    41. Email Department Issues (Critical)

    --

    42. Email Department Issues (Non-Critical)

    --

    43. Recommendation?

    Ans: N/A

    44. Department

    --

    45. Recommendation

    --

    46. Recording Link

    Ans: https://212.50.20.20/RECORDINGS//2018-06-20/20180621-004649_7025766414_5641-
    all.mp3

    https://212.50.20.20/RECORDINGS//2018-06-20/20180621-012612_7025766414_5641-
    all.mp3

    https://212.50.20.20/RECORDINGS//2018-06-20/20180620-103620_7025766414_5471-
    all.mp3

    47. Total Call Length

    Ans: 4764

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