{"id":24252,"date":"2021-02-15T07:36:00","date_gmt":"2021-02-15T14:36:00","guid":{"rendered":"https:\/\/memberpress.com\/?p=24252"},"modified":"2024-11-25T18:35:00","modified_gmt":"2024-11-25T23:35:00","slug":"chargeback-and-dispute-resolution","status":"publish","type":"post","link":"https:\/\/memberpress.com\/es\/blog\/chargeback-and-dispute-resolution\/","title":{"rendered":"La mejor forma de gestionar las devoluciones de cargo y la resoluci\u00f3n de litigios"},"content":{"rendered":"<p class=\"wp-block-paragraph\">Como empresa, usted quiere tener contentos a sus clientes. Esto puede hacer que la perspectiva de las devoluciones de cargo y la resoluci\u00f3n de disputas sea especialmente desalentadora. Si acabas de recibir la primera, puede que no sepas qu\u00e9 hacer a continuaci\u00f3n.<\/p><div id=\"ez-toc-container\" class=\"ez-toc-v2_0_86 ez-toc-wrap-center counter-hierarchy ez-toc-counter ez-toc-custom ez-toc-container-direction\">\n<label for=\"ez-toc-cssicon-toggle-item-6ab8d8a61fb70\" class=\"ez-toc-cssicon-toggle-label\"><p class=\"ez-toc-title\" style=\"cursor:inherit\">QU\u00c9 HAY DENTRO<\/p>\n<span class=\"ez-toc-cssicon\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #000000;color:#000000\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewbox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #000000;color:#000000\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewbox=\"0 0 24 24\" version=\"1.2\" baseprofile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/label><input type=\"checkbox\"  id=\"ez-toc-cssicon-toggle-item-6ab8d8a61fb70\"  \/><nav><ul class='ez-toc-list ez-toc-list-level-1' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/memberpress.com\/es\/blog\/chargeback-and-dispute-resolution\/#Understanding_Membership_Chargebacks_and_Why_They_Occur\" >Comprender las devoluciones de cargo de los afiliados y por qu\u00e9 se producen<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/memberpress.com\/es\/blog\/chargeback-and-dispute-resolution\/#How_You_Should_Handle_Chargeback_and_Dispute_Resolution_4_Key_Steps\" >C\u00f3mo debe gestionar las devoluciones de cargo y la resoluci\u00f3n de disputas (4 pasos clave)<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/memberpress.com\/es\/blog\/chargeback-and-dispute-resolution\/#Step_1_Do_Your_Research\" >Paso 1 Investigar&nbsp;<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/memberpress.com\/es\/blog\/chargeback-and-dispute-resolution\/#Step_2_Contact_the_Customer\" >Paso 2 Contactar con el cliente<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/memberpress.com\/es\/blog\/chargeback-and-dispute-resolution\/#Step_3_Respond_to_the_Dispute\" >Paso 3 Responder a la disputa<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/memberpress.com\/es\/blog\/chargeback-and-dispute-resolution\/#Step_4_Be_Patient_and_Accept_the_Outcome_of_the_Dispute\" >Paso 4 Sea paciente y acepte el resultado de la disputa<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/memberpress.com\/es\/blog\/chargeback-and-dispute-resolution\/#Conclusion\" >Conclusi\u00f3n&nbsp;<\/a><\/li><\/ul><\/nav><\/div>\n\n\n\n\n<p class=\"wp-block-paragraph\">Las disputas sobre pagos no son una experiencia agradable para ning\u00fan empresario. Afortunadamente, hay formas de gestionar estos desacuerdos y resolverlos lo antes posible, con suerte conservando a tus clientes.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">En esta entrada, veremos qu\u00e9 son las devoluciones y por qu\u00e9 se producen. A continuaci\u00f3n, te presentaremos un plan de cuatro pasos para resolver las disputas de pago, para que puedas centrarte en asuntos m\u00e1s positivos. \u00a1Empecemos!<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Understanding_Membership_Chargebacks_and_Why_They_Occur\"><\/span>Comprender las devoluciones de cargo de los afiliados y por qu\u00e9 se producen<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Una devoluci\u00f3n de cargo o disputa de pago se produce cuando un cliente se pone en contacto con su banco y solicita el reembolso de una transacci\u00f3n realizada con su tarjeta. <a href=\"https:\/\/memberpress.com\/es\/docs\/choosing-your-gateways\/\" target=\"_blank\" rel=\"noreferrer noopener\">Su pasarela de pago<\/a> o el comerciante le notificar\u00e1 el problema. Si crees que la devoluci\u00f3n no es v\u00e1lida, dispondr\u00e1s de un plazo para rebatir la reclamaci\u00f3n.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Si el cliente gana la disputa, el valor de la transacci\u00f3n se deducir\u00e1 de su cuenta y se le devolver\u00e1. Tambi\u00e9n es posible que tengas que pagar una comisi\u00f3n a tu comerciante o pasarela de pago.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Hay muchas razones por las que un cliente puede iniciar una disputa de pago. Tienen la <a href=\"https:\/\/www.ftc.gov\/enforcement\/statutes\/fair-credit-billing-act\" target=\"_blank\" rel=\"noreferrer noopener\">derecho legal<\/a> solicitar una devoluci\u00f3n cuando el producto o servicio no se ajuste a la descripci\u00f3n, o en caso de fraude. Por ejemplo, alguien podr\u00eda piratear la cuenta PayPal de un cliente y comprar un producto sin el consentimiento del titular de la cuenta.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Estas son razones leg\u00edtimas para solicitar una devoluci\u00f3n de cargo. Sin embargo, en este art\u00edculo nos centraremos en su uso indebido. Aunque ofrezca una <a href=\"https:\/\/memberpress.com\/es\/how-to-handle-refunds-in-your-membership-site\/\" target=\"_blank\" rel=\"noreferrer noopener\">pol\u00edtica de reembolso<\/a>Algunos clientes sin escr\u00fapulos pueden iniciar una disputa de pago si no est\u00e1n satisfechos con su producto o servicio.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Otros clientes pueden recurrir a la mentira por fraude en el pago. Incluso puede encontrarse con el comprador ocasional que recibe sus productos o servicios seg\u00fan lo prometido pero no quiere pagar.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Las devoluciones de cargo ileg\u00edtimas, a veces denominadas \"fraude amistoso\", van en aumento. Seg\u00fan un informe de <a href=\"https:\/\/risk.lexisnexis.com\/insights-resources\/research\/2019-true-cost-of-fraud-study-e-commerce-retail-edition\" target=\"_blank\" rel=\"noreferrer noopener\">especialistas en investigaci\u00f3n jur\u00eddica de LexisNexis<\/a>, el n\u00famero medio de intentos fraudulentos de impugnaci\u00f3n de pagos al mes ha aumentado un 128 % desde 2018. Seg\u00fan el mismo informe, hasta el 43 % de las p\u00e9rdidas por fraude pueden atribuirse al fraude amistoso.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">El mero hecho de estar descontento con su experiencia como cliente no le da a nadie el derecho legal de iniciar un procedimiento de reclamaci\u00f3n contra Mastercard o <a href=\"https:\/\/payabl.com\/news\/mastercard-and-visa-chargeback-rules-and-processes\" target=\"_blank\" rel=\"noreferrer noopener\" title=\"\">Devoluci\u00f3n de cargo de Visa<\/a> con su banco. Si sospecha que un cliente presenta una reclamaci\u00f3n ileg\u00edtima, tiene derecho a impugnarla.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"How_You_Should_Handle_Chargeback_and_Dispute_Resolution_4_Key_Steps\"><\/span>C\u00f3mo debe gestionar las devoluciones de cargo y la resoluci\u00f3n de disputas (4 pasos clave)<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Lamentablemente, las devoluciones de cargo forman parte del \u00e9xito de una empresa. Teniendo esto en cuenta, aqu\u00ed est\u00e1 nuestro plan de cuatro pasos para resolver las disputas de pago lo menos dolorosamente posible.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Step_1_Do_Your_Research\"><\/span>Paso 1: Investigue&nbsp;<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">El primer paso consiste en recopilar toda la informaci\u00f3n posible sobre la transacci\u00f3n objeto del litigio. En particular, debe buscar pruebas de que el cliente recibi\u00f3 su producto o accedi\u00f3 al servicio adquirido.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">En el caso de los productos f\u00edsicos, puede consistir en comprobar el ID de seguimiento de la entrega. Para los productos y servicios virtuales, este paso puede ser m\u00e1s complejo.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Si utiliza alg\u00fan software de seguimiento o an\u00e1lisis, puede buscar pruebas de compromiso. Puede tratarse de pruebas de que el cliente ha visitado su sitio web, ha iniciado sesi\u00f3n en su cuenta o ha abierto los correos electr\u00f3nicos enviados a su direcci\u00f3n. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Si puede demostrar que el cliente abri\u00f3 su <em>activaci\u00f3n de la cuenta <\/em>correo electr\u00f3nico, esto es una prueba valiosa de que han recibido acceso a su sitio tal y como se les prometi\u00f3.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Tambi\u00e9n puede comprobar cualquier software que utilice para crear o entregar sus productos digitales. Por ejemplo, <a href=\"https:\/\/memberpress.com\/es\/\" target=\"_blank\" rel=\"noreferrer noopener\" title=\"https:\/\/memberpress.com\/\">MemberPress<\/a> registra autom\u00e1ticamente todas las operaciones de afiliaci\u00f3n:<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img decoding=\"async\" width=\"2698\" height=\"1284\" src=\"https:\/\/memberpress.com\/wp-content\/uploads\/2020\/11\/memberpress-membership-transactions.png\" alt=\"La pantalla de transacciones del salpicadero del MemberPress.\" class=\"wp-image-24253\" srcset=\"https:\/\/memberpress.com\/wp-content\/uploads\/2020\/11\/memberpress-membership-transactions.png 2698w, https:\/\/memberpress.com\/wp-content\/uploads\/2020\/11\/memberpress-membership-transactions-300x143.png 300w, https:\/\/memberpress.com\/wp-content\/uploads\/2020\/11\/memberpress-membership-transactions-1024x487.png 1024w, https:\/\/memberpress.com\/wp-content\/uploads\/2020\/11\/memberpress-membership-transactions-768x365.png 768w, https:\/\/memberpress.com\/wp-content\/uploads\/2020\/11\/memberpress-membership-transactions-1536x731.png 1536w, https:\/\/memberpress.com\/wp-content\/uploads\/2020\/11\/memberpress-membership-transactions-2048x975.png 2048w\" sizes=\"(max-width: 2698px) 100vw, 2698px\" \/><\/figure>\n<\/div>\n\n\n<p class=\"wp-block-paragraph\">Puede ver informaci\u00f3n detallada sobre cada transacci\u00f3n navegando a <em>MemberPress &gt; Transacciones<\/em>. Esto incluye el ID de la transacci\u00f3n, la fecha y la hora, y el usuario o usuarios implicados.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Step_2_Contact_the_Customer\"><\/span>Paso 2: Contactar con el cliente<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Su investigaci\u00f3n puede indicar que el cliente es v\u00edctima de un fraude. En este caso, lo mejor es aceptar la disputa. Aunque es frustrante perder una venta <em>y<\/em> incurrir en alimentaciones adicionales impuestas por los comerciantes, no merece la pena arriesgarse a la mala publicidad.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">En la era de <a href=\"https:\/\/memberpress.com\/es\/choose-social-media-platforms\/\" target=\"_blank\" rel=\"noreferrer noopener\" title=\"C\u00f3mo elegir qu\u00e9 plataformas de medios sociales utilizar\">redes sociales<\/a> y <a href=\"https:\/\/memberpress.com\/es\/can-user-reviews-really-help-hurt-your-online-business\/\" target=\"_blank\" rel=\"noreferrer noopener\" title=\"\u00bfPueden las rese\u00f1as de usuarios ayudar o perjudicar realmente a su negocio en l\u00ednea?\">sitios de rese\u00f1as de terceros<\/a>Un solo cliente descontento puede da\u00f1ar gravemente su reputaci\u00f3n. Al tratar con <em>leg\u00edtimo <\/em>disputas de pago de forma eficiente y profesional, est\u00e1 presentando su empresa de forma positiva. Esto puede traducirse en ventas reales en el futuro.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Sin embargo, supongamos que su investigaci\u00f3n sugiere que no se trata de una devoluci\u00f3n de cargo leg\u00edtima. En este caso, suele merecer la pena ponerse en contacto directamente con el cliente. Puedes explicarle amablemente que has investigado su transacci\u00f3n y que crees que tienes pruebas suficientes para refutar su reclamaci\u00f3n.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Para un cliente que <em>conoce<\/em> que su demanda es fraudulenta, esto puede convencerles de que abandonen la disputa. Otra posibilidad es que respondan de una manera que ponga en duda su reclamaci\u00f3n o incluso les incrimine directamente. Esto puede ser una prueba valiosa para reforzar su caso.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Independientemente de c\u00f3mo se desarrolle esta interacci\u00f3n, es importante ser educado y profesional. Incluso si tu correspondencia no parece especialmente interesante, debes guardar un registro minucioso de todas las comunicaciones, por si acaso.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Step_3_Respond_to_the_Dispute\"><\/span>Paso 3: Responder a la disputa<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Cada comerciante y cada pasarela de pago tienen sus propios procedimientos para responder a las devoluciones de cargo. Sin embargo, lo normal es que te pidan que redactes una declaraci\u00f3n en la que describas claramente la situaci\u00f3n y que aportes documentos justificativos.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Siempre que sea posible, debe incluir documentaci\u00f3n que demuestre que el cliente ha recibido lo que se le prometi\u00f3. En el caso de los productos f\u00edsicos, suele tratarse de justificantes de env\u00edo y entrega. En el caso de productos digitales, puede incluir capturas de pantalla o archivos PDF.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Tambi\u00e9n es una buena idea facilitar una copia de la pol\u00edtica de devoluciones, si se ofrece. Esto puede demostrar que el cliente ten\u00eda otra forma de recuperar su dinero si no estaba satisfecho con el producto o servicio.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Step_4_Be_Patient_and_Accept_the_Outcome_of_the_Dispute\"><\/span>Paso 4: Sea paciente y acepte el resultado de la disputa<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Tras presentar sus pruebas, su pasarela de pago o comerciante expondr\u00e1 su caso al banco del cliente. Por desgracia, no hay garant\u00edas de que ganes.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Aunque presente pruebas suficientes, existen leyes de protecci\u00f3n del consumidor considerables. Si pierdes el litigio, lo mejor es que devuelvas los fondos al comprador y pagues las tasas adicionales sin demora. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Esto le ayudar\u00e1 a evitar consecuencias negativas, incluida la mala publicidad asociada a ser tachado de moroso. Tambi\u00e9n significa que puede cerrar este cap\u00edtulo desagradable y pasar a cosas m\u00e1s positivas.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Si la disputa tiene que ver con alg\u00fan tipo de membres\u00eda o servicio de suscripci\u00f3n, entonces es posible que desee cerrar la cuenta del cliente. Los usuarios de MemberPress pueden <a href=\"https:\/\/memberpress.com\/es\/docs\/canceling-subscriptions\/\" target=\"_blank\" rel=\"noreferrer noopener\">revocar la afiliaci\u00f3n de un cliente<\/a> en cualquier momento navegando a <em>Afiliaci\u00f3n &gt; Miembros. <\/em>A continuaci\u00f3n, puede encontrar al miembro asociado a la disputa y eliminar su cuenta.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">En ocasiones, es posible que quieras conservar la cuenta del cliente para tus registros. En ese caso, basta con cambiar sus datos de acceso. Si decides hacerlo, recuerda cambiar tambi\u00e9n la direcci\u00f3n de correo electr\u00f3nico asociada. De este modo, te aseguras de que el cliente no pueda recuperar el acceso a su cuenta restableciendo su contrase\u00f1a.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Conclusion\"><\/span>Conclusi\u00f3n&nbsp;<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">A nadie le gusta tratar con clientes descontentos. Sin embargo, como dice el refr\u00e1n, no se puede complacer a todo el mundo, todo el tiempo. Algunas devoluciones de cargo y disputas sobre pagos son inevitables, y puede que algunas ni siquiera sean culpa suya.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Si recibe un litigio que considera ileg\u00edtimo, nuestro plan de cuatro pasos puede ayudarle a resolverlo lo antes posible:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Investigue.<\/li>\n\n\n\n<li>P\u00f3ngase en contacto con el cliente.<\/li>\n\n\n\n<li>Responder a la disputa.<\/li>\n\n\n\n<li>S\u00e9 paciente y acepta el resultado.&nbsp;<\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">\u00bfTiene alguna pregunta sobre c\u00f3mo gestionar las devoluciones de cargo y la resoluci\u00f3n de conflictos? Preg\u00fantanos en la secci\u00f3n de comentarios.<\/p>","protected":false},"excerpt":{"rendered":"<p>As a business, you want to keep your customers happy. This can make the prospect of chargeback and dispute resolution particularly disheartening. If you\u2019ve just received your first, then you may be unsure what to do next. Payment disputes aren\u2019t a pleasant experience for any business owner. Fortunately, there are ways to manage these disagreements [&hellip;]<\/p>\n","protected":false},"author":76756,"featured_media":24339,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"_strive_editorial_status":"not-started","_strive_copy_of":0,"inline_featured_image":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","_FSMCFIC_featured_image_caption":"","_FSMCFIC_featured_image_nocaption":"","_FSMCFIC_featured_image_hide":"","_strive_checklists":"\"\"","_strive_active_checklist":"62291e2bb2422","_strive_post_notes":"","footnotes":""},"categories":[69,144],"tags":[587],"class_list":["post-24252","post","type-post","status-publish","format-standard","has-post-thumbnail","category-advice","category-business","tag-customer-retention","entry"],"acf":{"plans":["scale"],"is_featured":false,"download_source":"none","mothership_slug":"","download_url":""},"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO Pro 5.0.1 - aioseo.com -->\n\t<meta name=\"description\" content=\"Payment disputes aren\u2019t a pleasant experience for anyone. 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