Account management: We note each client’s account with initial chargeback, secondary chargeback and third chargeback. (If a chargeback outcome results in a loss, Chargeback Advocates will re-dispute the chargeback in attempt to collect lost funds before sending client to collections.) When notating each account whether it’s a dispute, a refund or pre-arbitration, communication with you via phone or email, issue refund via chargeback through CRM provided if necessary, monthly reporting and any other special requests listed in this contract.

 We ask you to provide us with login information to your client account management system(s) in order to review and research information to respond accordingly to chargeback letters.  We review account notes, attached documents, billing dates, cancellations, enrollment date, work completed etc…  In addition we will notate each account to inform your company’s representatives of each chargeback and status.  In the event a refund is needed, upon request we can also update your accounting section as well.

We ask that you provide us, a walkthrough of your CRM, Account management systems and if needed, Billing. At this time we will take notes and instructions on how to use your system to create efficiency and consistency within your company’s protocols. If additional information is needed, we require a direct contact person for further assistance.

Once a month we will provide you with a chargeback report, which will outline; Customer Name, Case Number, Amount, Response (disputed, refunded, pending or pre-arbitration), Response Date and Chargeback Type.  This will be provided to you for your record and accounting purposes.  This will also outline whether or not the chargeback was won or lost so that you know how we are performing for your business.  Any additional reports can be requested on monthly bases such as; e-fax, postage, tax invoices, etc…

Obtain copies of all legal documentation:  We are responsible to obtain all supporting documentation in order to dispute a chargeback.  Your company will be responsible to provide us with all necessary documentation needed.  We will obtain proof of services/product received, invoice, service agreement, contracts, receipts, notes, email responses, cancellation notice, enrollment forms, intake forms, postal receipts, client signature, billing statements, screen shots, positive AVS address match and any other supporting documentation needed.