Hey all and community, Not really a question of the week but just a short commentary on something that comes up in the community and what I did when it happened.
I got my first chargeback the other day...how dare they...I sell food...no way you can't get it fixed or get it right. But sure enough a customer did the charge back.
1. I went straight to the transaction...ok a quesadilla...hmmm...customer didn't recognize charge ok.
2. I went and looked at the date, time, who was working, ....oh it was an online order.
3. I went and looked at the original order...looked at the ticket for comments...then found the customer.
4. Went to the customer directory, found the customer..ah ha...they had purchased 1 time before months earlier..I had a phone number..an e-mail...
5. I then searched the customer name in the directory and low and behold I found a sort of duplicate entry..similar name and same e-mail except missing a "112" at the end of the name for gmail.
6. Now I also found a customer with the same phone number who I know well, someone who has ordered from me for years...and sure enough...I finally had enough to go on to make an informed content.
7. It ends up it is a runner with a law firm and explains why the different e-mail addresses but the matching numbers.. YAY customer directory.
So where am I know, after sleuthing before I REACTED STRONGLY WITH JUSTICE!!! I was able to contact the law firm and just ask, hey do you have someone there with this name? and they set me up so I could chat with them and clarify things out. Now if I can just get the withdrawal of dispute letter...that would be great, but the important thing is, I did some work before getting emotional so I could make an informed response...
Sometimes the first step is to step back, then take action.
Donnie
Multi-Unit Manager
Order Up Cafe/Tombras Cafe/Riverview Cafe/City County Cafe
Roddy Vending Company, Inc.
www.OrderUpCafe.com
Using Square since July, 2017
Square Champion
Breaker of Things
"Good judgment comes from experience, and experience comes from bad judgment."
"You can have everything in life you want, if you will just help other people get what they want." Z.Z.
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