Reconcile the promised refund with the payment record before saying the customer was credited.
Records to compare
- Original payment and disputed amount
- Refund promise and date
- Refund reference, amount and current processor status
- Any failed refund or customer follow-up
Check the conclusion
A refund request and a completed refund are different events. Use the processor’s recorded status and ask it to resolve uncertainty about a credit before asserting that the customer received it.
Prepare the response
Use the response guide to connect each statement to a record. Check the evidence and follow the deadline and submission requirements in the actual dispute.