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Copy of - Agent Script 01 - Merchant Dispute

Public
Demo
Integrations
Zendesk
Customer demos
Mercury
Valentin - Agent Script Example

Copy of - Agent Script 01 - Merchant Dispute

Public
Demo
Integrations
Zendesk
Customer demos
Mercury
Valentin - Agent Script Example

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Merchant Dispute

A Merchant Dispute is a disagreement between a cardholder and a merchant about a charge.

👍 First rule of thumb for merchant dispute: Always refer the Customer back to the merchant first!

Suggested Script 🗣️

"Hi XXX, please contact the merchant <insert merchant's name> first and they will liaise with you on the dispute."

❌ Merchant Dispute is not applicable to the following:

Bus/Metro transactions (for such disputes, advise customer to download their Transport app to track transport history and raise dispute via the Transport app directly.)
Family Personal Accident Insurance monthly fee of $0.50 (cancellation can be done via in-app)
JustEAT/Deliveroo monthly subscription fees (refer them to respective merchant to cancel subscription
Any PayNow PayLater recurring monthly fees
Any recurring subscription fees (in the last 3 months)

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