How do I process a Chargeback?

Owned by Diana Castillo Arroyo
Last updated: Dec 20, 2023 by Jonathan Villarreal (Unlicensed)
2 min read

Purpose:

The purpose of this walkthrough is to show you how to Process a chargeback inside the Thiio CRM

 

Pre Requisites:

  • Thiio account

  • Order number

  • Reason for the chargeback

 

Easily process chargebacks with this walkthrough 

 

  • Who can process a chargeback? 

    • Customer service role

    • Admin role

    • Sales manager role

    • Super admin role 

  • On the left side menu click Orders and then click the order #. 

 

  • This screen will appear with all order and customer information.

 

 

  • Click the three dots in the right lower corner and click chargeback:

 

  • Once you click chargeback you will be brought to this screen: 

 

  • You have to provide a reason for the chargeback: 

 

  • Input the reason for the chargeback- if you choose Other you can add a short description

 

  • Once you have input the reason, click save

  • If all information looks correct, click chargeback. This will begin the chargeback process within the system. 

 

  • Here you can see that now the chargeback is open within the system with the reason listed in in the red section.  

  • You can also see the order here on the order screen:

 

  • A chargeback can take a few months depending on what the customer's banking institution policy is, there is no set time amount. 

 

Check List:

  • Log in to Thiio

  • Order number

  • Reason for the chargeback