{"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\/fr\/blog\/chargeback-and-dispute-resolution\/","title":{"rendered":"La meilleure fa\u00e7on de g\u00e9rer la r\u00e9trofacturation et la r\u00e9solution des litiges"},"content":{"rendered":"<p>En tant qu'entreprise, vous souhaitez que vos clients soient satisfaits. C'est pourquoi la perspective d'une r\u00e9trofacturation ou d'une r\u00e9solution de litige peut \u00eatre particuli\u00e8rement d\u00e9courageante. Si vous venez de recevoir votre premi\u00e8re r\u00e9clamation, vous ne savez peut-\u00eatre pas quoi faire.<\/p><div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_2 ez-toc-wrap-center counter-hierarchy ez-toc-counter ez-toc-custom ez-toc-container-direction\">\n<label for=\"ez-toc-cssicon-toggle-item-6a10a0efab79c\" class=\"ez-toc-cssicon-toggle-label\"><p class=\"ez-toc-title\" style=\"cursor:inherit\">CE QU'IL Y A \u00c0 L'INT\u00c9RIEUR<\/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-6a10a0efab79c\"  \/><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\/fr\/blog\/chargeback-and-dispute-resolution\/#Understanding_Membership_Chargebacks_and_Why_They_Occur\" >Comprendre les r\u00e9trocessions d'adh\u00e9sion et leur raison d'\u00eatre<\/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\/fr\/blog\/chargeback-and-dispute-resolution\/#How_You_Should_Handle_Chargeback_and_Dispute_Resolution_4_Key_Steps\" >Comment g\u00e9rer la r\u00e9trofacturation et la r\u00e9solution des litiges (4 \u00e9tapes cl\u00e9s)<\/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\/fr\/blog\/chargeback-and-dispute-resolution\/#Step_1_Do_Your_Research\" >\u00c9tape 1 Effectuez vos recherches\u00a0<\/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\/fr\/blog\/chargeback-and-dispute-resolution\/#Step_2_Contact_the_Customer\" >\u00c9tape 2 Contacter le client<\/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\/fr\/blog\/chargeback-and-dispute-resolution\/#Step_3_Respond_to_the_Dispute\" >\u00c9tape 3 R\u00e9pondre au litige<\/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\/fr\/blog\/chargeback-and-dispute-resolution\/#Step_4_Be_Patient_and_Accept_the_Outcome_of_the_Dispute\" >\u00c9tape 4 \u00catre patient et accepter l'issue du litige<\/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\/fr\/blog\/chargeback-and-dispute-resolution\/#Conclusion\" >Conclusion\u00a0<\/a><\/li><\/ul><\/nav><\/div>\n\n\n\n\n<p>Les litiges de paiement ne sont pas une exp\u00e9rience agr\u00e9able pour tout propri\u00e9taire d'entreprise. Heureusement, il existe des moyens de g\u00e9rer ces d\u00e9saccords et de les r\u00e9soudre le plus rapidement possible, tout en conservant vos clients.\u00a0<\/p>\n\n\n\n<p>Dans cet article, nous verrons ce que sont les r\u00e9trofacturations et pourquoi elles se produisent. Nous partagerons ensuite un plan en quatre \u00e9tapes pour r\u00e9soudre les litiges de paiement, afin que vous puissiez passer \u00e0 des choses plus positives. C'est parti !<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Understanding_Membership_Chargebacks_and_Why_They_Occur\"><\/span>Comprendre les r\u00e9trocessions d'adh\u00e9sion et leur raison d'\u00eatre<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Une r\u00e9trofacturation ou un litige de paiement se produit lorsqu'un client contacte sa banque et demande le remboursement d'une transaction effectu\u00e9e avec sa carte. <a href=\"https:\/\/memberpress.com\/fr\/docs\/choosing-your-gateways\/\" target=\"_blank\" rel=\"noreferrer noopener\">Votre passerelle de paiement<\/a> ou le commer\u00e7ant vous informera du probl\u00e8me. Si vous estimez que la r\u00e9trofacturation n'est pas valable, vous disposez d'un d\u00e9lai pour la r\u00e9futer.\u00a0<\/p>\n\n\n\n<p>Si le client obtient gain de cause, la valeur de la transaction sera d\u00e9duite de votre compte et lui sera restitu\u00e9e. Vous devrez peut-\u00eatre \u00e9galement payer des frais \u00e0 votre commer\u00e7ant ou \u00e0 votre passerelle de paiement.<\/p>\n\n\n\n<p>Il existe de nombreuses raisons pour lesquelles un client peut introduire une contestation de paiement. Il a le <a href=\"https:\/\/www.ftc.gov\/enforcement\/statutes\/fair-credit-billing-act\" target=\"_blank\" rel=\"noreferrer noopener\">droit l\u00e9gal<\/a> de demander une r\u00e9trofacturation lorsque le produit ou le service n'est pas conforme \u00e0 la description, ou en cas de fraude. Par exemple, quelqu'un peut pirater le compte PayPal d'un client et acheter un produit sans le consentement du titulaire du compte.<\/p>\n\n\n\n<p>Ce sont des raisons l\u00e9gitimes de demander une r\u00e9trofacturation. Toutefois, dans cet article, nous nous concentrerons sur leur utilisation abusive. M\u00eame si vous offrez une <a href=\"https:\/\/memberpress.com\/fr\/how-to-handle-refunds-in-your-membership-site\/\" target=\"_blank\" rel=\"noreferrer noopener\">politique de remboursement<\/a>Certains clients peu scrupuleux peuvent introduire une contestation de paiement s'ils ne sont pas satisfaits de votre produit ou de votre service.<\/p>\n\n\n\n<p>D'autres clients peuvent avoir recours \u00e0 des mensonges au sujet d'une fraude de paiement. Vous pouvez m\u00eame rencontrer des clients occasionnels qui re\u00e7oivent les produits ou les services promis mais qui ne veulent pas payer.\u00a0<\/p>\n\n\n\n<p>Les r\u00e9trocessions ill\u00e9gitimes, parfois appel\u00e9es \u201cfraude amicale\u201d, sont en augmentation. Selon un rapport 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\">sp\u00e9cialistes de la recherche juridique chez LexisNexis<\/a>Selon le rapport de la Commission europ\u00e9enne, le nombre moyen de tentatives frauduleuses de contestation de paiement par mois a augment\u00e9 de 128 % depuis 2018. Le m\u00eame rapport a r\u00e9v\u00e9l\u00e9 que jusqu'\u00e0 43 % des pertes dues \u00e0 la fraude peuvent \u00eatre attribu\u00e9es \u00e0 la fraude amicale.\u00a0<\/p>\n\n\n\n<p>Le simple fait d'\u00eatre m\u00e9content de son exp\u00e9rience client ne donne pas \u00e0 quelqu'un le droit l\u00e9gal d'initier une demande de remboursement par carte Mastercard ou par carte de cr\u00e9dit. <a href=\"https:\/\/payabl.com\/news\/mastercard-and-visa-chargeback-rules-and-processes\" target=\"_blank\" rel=\"noreferrer noopener\" title=\"\">Refus de paiement de Visa<\/a> aupr\u00e8s de sa banque. Si vous soup\u00e7onnez un client de faire une r\u00e9clamation ill\u00e9gitime, vous avez le droit de la contester.<\/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>Comment g\u00e9rer la r\u00e9trofacturation et la r\u00e9solution des litiges (4 \u00e9tapes cl\u00e9s)<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Malheureusement, les r\u00e9trocessions font partie de la gestion d'une entreprise prosp\u00e8re. C'est pourquoi nous vous pr\u00e9sentons notre plan en quatre \u00e9tapes pour r\u00e9soudre les litiges de paiement de la mani\u00e8re la plus indolore possible.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u00c9tape 1 : Effectuer des recherches\u00a0<\/h3>\n\n\n\n<p>La premi\u00e8re \u00e9tape consiste \u00e0 rassembler autant d'informations que possible sur la transaction contest\u00e9e. En particulier, vous devez rechercher des preuves que le client a re\u00e7u son produit ou a acc\u00e9d\u00e9 au service achet\u00e9.\u00a0<\/p>\n\n\n\n<p>Pour les produits physiques, il peut s'agir de v\u00e9rifier l'identifiant de suivi de la livraison. Pour les produits et services virtuels, cette \u00e9tape peut \u00eatre plus complexe.<\/p>\n\n\n\n<p>Si vous utilisez un logiciel de suivi ou d'analyse, vous pouvez rechercher des preuves d'engagement. Il peut s'agir de la preuve que le client a visit\u00e9 votre site web, qu'il s'est connect\u00e9 \u00e0 son compte ou qu'il a ouvert les courriels envoy\u00e9s \u00e0 son adresse. <\/p>\n\n\n\n<p>Si vous pouvez prouver que le client a ouvert son <em>activation du compte <\/em>Il s'agit d'une preuve pr\u00e9cieuse qu'ils ont re\u00e7u l'acc\u00e8s \u00e0 votre site comme promis.<\/p>\n\n\n\n<p>Vous pouvez \u00e9galement v\u00e9rifier tout logiciel que vous utilisez pour cr\u00e9er ou livrer vos produits num\u00e9riques. En voici un exemple, <a href=\"https:\/\/memberpress.com\/fr\/\" target=\"_blank\" rel=\"noreferrer noopener\" title=\"https:\/\/memberpress.com\/\">MemberPress<\/a> enregistre automatiquement chaque transaction d'adh\u00e9sion :<\/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=\"L&#039;\u00e9cran des transactions du tableau de bord 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>Vous pouvez consulter des informations d\u00e9taill\u00e9es sur chaque transaction en naviguant vers <em>MemberPress &gt; Transactions<\/em>. Il s'agit de l'identifiant de la transaction, de la date et de l'heure, ainsi que de l'utilisateur ou des utilisateurs concern\u00e9s.\u00a0<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Step_2_Contact_the_Customer\"><\/span>\u00c9tape 2 : Contacter le client<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Vos recherches peuvent indiquer que le client est victime d'une fraude. Dans ce cas, il est pr\u00e9f\u00e9rable d'accepter le litige. Bien qu'il soit frustrant de perdre une vente, il est pr\u00e9f\u00e9rable d'accepter le litige. <em>et<\/em> Si l'on ne tient pas compte des frais suppl\u00e9mentaires impos\u00e9s par les marchands, cela ne vaut pas la peine de risquer de se faire de la mauvaise publicit\u00e9.\u00a0<\/p>\n\n\n\n<p>\u00c0 l'\u00e8re de la <a href=\"https:\/\/memberpress.com\/fr\/choose-social-media-platforms\/\" target=\"_blank\" rel=\"noreferrer noopener\" title=\"Comment choisir les plateformes de m\u00e9dias sociaux \u00e0 utiliser ?\">m\u00e9dias sociaux<\/a> et <a href=\"https:\/\/memberpress.com\/fr\/can-user-reviews-really-help-hurt-your-online-business\/\" target=\"_blank\" rel=\"noreferrer noopener\" title=\"Les avis d&#039;utilisateurs peuvent-ils vraiment aider ou nuire \u00e0 votre activit\u00e9 en ligne ?\">les sites d'\u00e9valuation de tiers<\/a>Un seul client m\u00e9content peut nuire gravement \u00e0 votre r\u00e9putation. En traitant avec <em>l\u00e9gitime <\/em>En r\u00e9glant les litiges de mani\u00e8re efficace et professionnelle, vous pr\u00e9sentez votre entreprise sous un jour positif. Cela peut d\u00e9boucher sur des ventes r\u00e9elles \u00e0 l'avenir.<\/p>\n\n\n\n<p>Toutefois, supposons que vos recherches indiquent qu'il ne s'agit pas d'une r\u00e9trofacturation l\u00e9gitime. Dans ce cas, il est g\u00e9n\u00e9ralement utile de contacter le client directement. Vous pouvez lui expliquer poliment que vous avez fait des recherches sur sa transaction et que vous pensez avoir suffisamment de preuves pour r\u00e9futer sa demande.\u00a0<\/p>\n\n\n\n<p>Pour un client qui <em>sait<\/em> si leur demande est frauduleuse, cela peut les convaincre d'abandonner le litige. D'autre part, il peut r\u00e9pondre d'une mani\u00e8re qui jette le doute sur sa demande ou qui l'incrimine carr\u00e9ment. Il peut s'agir d'une preuve pr\u00e9cieuse qui vous aidera \u00e0 renforcer votre dossier.<\/p>\n\n\n\n<p>Quelle que soit l'issue de cette interaction, il est important de rester poli et professionnel. M\u00eame si votre correspondance ne semble pas particuli\u00e8rement int\u00e9ressante, vous devez conserver soigneusement toutes les communications, au cas o\u00f9.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Step_3_Respond_to_the_Dispute\"><\/span>\u00c9tape 3 : R\u00e9pondre au litige<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Chaque commer\u00e7ant et chaque passerelle de paiement disposent de leurs propres proc\u00e9dures pour r\u00e9pondre aux r\u00e9trocessions. Toutefois, ils vous demanderont g\u00e9n\u00e9ralement de r\u00e9diger une d\u00e9claration d\u00e9crivant clairement la situation et de fournir des documents justificatifs.\u00a0<\/p>\n\n\n\n<p>Dans la mesure du possible, vous devez inclure des documents prouvant que le client a re\u00e7u ce qui lui avait \u00e9t\u00e9 promis. Pour les produits physiques, il s'agit g\u00e9n\u00e9ralement d'une preuve d'envoi et de livraison. Pour les produits num\u00e9riques, il peut s'agir de captures d'\u00e9cran ou de fichiers PDF.<\/p>\n\n\n\n<p>Il est \u00e9galement judicieux de fournir une copie de votre politique de remboursement, si elle est propos\u00e9e. Cela peut prouver que le client disposait d'un autre moyen de r\u00e9cup\u00e9rer son argent s'il n'\u00e9tait pas satisfait du produit ou du service.<\/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>\u00c9tape 4 : Faire preuve de patience et accepter l'issue du litige<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Apr\u00e8s avoir pr\u00e9sent\u00e9 vos preuves, votre portail de paiement ou votre commer\u00e7ant soumettra votre dossier \u00e0 la banque du client. Malheureusement, rien ne garantit que vous obtiendrez gain de cause.\u00a0<\/p>\n\n\n\n<p>M\u00eame si vous pr\u00e9sentez de nombreuses preuves, il existe des lois consid\u00e9rables sur la protection des consommateurs. Si vous perdez le litige, il est pr\u00e9f\u00e9rable de rembourser l'acheteur et de payer rapidement les frais suppl\u00e9mentaires. <\/p>\n\n\n\n<p>Vous \u00e9viterez ainsi toute autre cons\u00e9quence n\u00e9gative, y compris la mauvaise publicit\u00e9 associ\u00e9e \u00e0 l'image d'un mauvais payeur. Cela signifie \u00e9galement que vous pouvez clore ce chapitre d\u00e9sagr\u00e9able et passer \u00e0 des choses plus positives.<\/p>\n\n\n\n<p>Si le litige concerne un service d'adh\u00e9sion ou d'abonnement, vous pouvez fermer le compte du client. Les utilisateurs de MemberPress peuvent <a href=\"https:\/\/memberpress.com\/fr\/docs\/canceling-subscriptions\/\" target=\"_blank\" rel=\"noreferrer noopener\">r\u00e9voquer l'adh\u00e9sion d'un client<\/a> \u00e0 tout moment en naviguant vers <em>Adh\u00e9sion &gt; Membres. <\/em>Vous pouvez alors trouver le membre associ\u00e9 au litige et supprimer son compte.<\/p>\n\n\n\n<p>Il peut arriver que vous souhaitiez conserver le compte d'un client pour vos archives. Dans ce cas, vous pouvez simplement modifier ses donn\u00e9es de connexion. Si vous d\u00e9cidez de le faire, n'oubliez pas de modifier \u00e9galement l'adresse \u00e9lectronique associ\u00e9e. Vous vous assurez ainsi que le client ne pourra pas acc\u00e9der de nouveau \u00e0 son compte en r\u00e9initialisant ses <a href=\"https:\/\/memberpress.com\/go\/lastpass\/\" title=\"Last Pass Lien d&#039;affiliation\" class=\"pretty-link-keyword\"rel=\"nofollow \" target=\"_blank\">mot de passe<\/a>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Conclusion\u00a0<\/h2>\n\n\n\n<p>Personne n'aime avoir affaire \u00e0 des clients m\u00e9contents. Cependant, comme le dit le vieil adage, on ne peut pas plaire \u00e0 tout le monde, tout le temps. Certaines r\u00e9trocessions et certains litiges de paiement sont in\u00e9vitables, et certains peuvent m\u00eame ne pas \u00eatre de votre faute.\u00a0<\/p>\n\n\n\n<p>Si vous recevez un litige que vous estimez ill\u00e9gitime, notre plan en quatre \u00e9tapes peut vous aider \u00e0 le r\u00e9soudre le plus rapidement possible :<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Faites vos recherches.<\/li>\n\n\n\n<li>Contacter le client.<\/li>\n\n\n\n<li>R\u00e9pondre au litige.<\/li>\n\n\n\n<li>Soyez patient et acceptez le r\u00e9sultat.\u00a0<\/li>\n<\/ol>\n\n\n\n<p>Avez-vous des questions sur la mani\u00e8re de g\u00e9rer les r\u00e9trofacturations et la r\u00e9solution des litiges ? Posez-les dans la section des commentaires ci-dessous !<\/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 [\u2026]<\/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":{"0":"post-24252","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-advice","8":"category-business","9":"tag-customer-retention","10":"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 4.9.6.2 - aioseo.com -->\n\t<meta name=\"description\" content=\"Payment disputes aren\u2019t a pleasant experience for anyone. 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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.<\/p>","content":[{"type":"text","data":"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."}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>Payment disputes aren\u2019t a pleasant experience for any business owner. Fortunately, there are ways to manage these disagreements and resolve them as quickly as possible, hopefully while retaining your customers.&nbsp;<\/p>","content":[{"type":"text","data":"Payment disputes aren\u2019t a pleasant experience for any business owner. Fortunately, there are ways to manage these disagreements and resolve them as quickly as possible, hopefully while retaining your customers.&nbsp;"}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>In this post, we\u2019ll look at what chargebacks are and why they happen. We\u2019ll then share a four-step plan for resolving payment disputes, so you can move onto more positive matters. Let's get started!<\/p>","content":[{"type":"text","data":"In this post, we\u2019ll look at what chargebacks are and why they happen. We\u2019ll then share a four-step plan for resolving payment disputes, so you can move onto more positive matters. Let's get started!"}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/heading","render":"<h2 class=\"wp-block-heading\">Understanding Membership Chargebacks and Why They Occur<\/h2>","content":"Comprendre les r\u00e9trocessions d'adh\u00e9sion et leur raison d'\u00eatre","data":[],"style":{"align":"left","parent_style":{},"header":"h2","fontSize":"27px"}},{"type":"core\/paragraph","render":"<p>A chargeback or payment dispute occurs when a customer contacts their bank and requests a refund for a transaction made on their card. <a href=\"https:\/\/memberpress.com\/docs\/choosing-your-gateways\/\" target=\"_blank\" rel=\"noreferrer noopener\">Your payment gateway<\/a> or merchant will then notify you about the issue. If you believe the chargeback is invalid, you\u2019ll have a period of time to refute the claim.&nbsp;<\/p>","content":[{"type":"text","data":"A chargeback or payment dispute occurs when a customer contacts their bank and requests a refund for a transaction made on their card. <a href=\"https:\/\/memberpress.com\/docs\/choosing-your-gateways\/\" target=\"_blank\" rel=\"noreferrer noopener\">Your payment gateway<\/a> or merchant will then notify you about the issue. If you believe the chargeback is invalid, you\u2019ll have a period of time to refute the claim.&nbsp;"}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>If the customer wins the dispute, then the value of the transaction will be deducted from your account and returned to them. You may also have to pay a fee to your merchant or payment gateway.<\/p>","content":[{"type":"text","data":"If the customer wins the dispute, then the value of the transaction will be deducted from your account and returned to them. You may also have to pay a fee to your merchant or payment gateway."}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>There are many reasons why a customer may initiate a payment dispute. They have the <a href=\"https:\/\/www.ftc.gov\/enforcement\/statutes\/fair-credit-billing-act\" target=\"_blank\" rel=\"noreferrer noopener\">legal right<\/a> to request a chargeback when the product or service isn't as described, or in the event of fraud. For example, someone may hack into a customer's PayPal account and purchase a product without the account holder's consent.<\/p>","content":[{"type":"text","data":"There are many reasons why a customer may initiate a payment dispute. They have the <a href=\"https:\/\/www.ftc.gov\/enforcement\/statutes\/fair-credit-billing-act\" target=\"_blank\" rel=\"noreferrer noopener\">legal right<\/a> to request a chargeback when the product or service isn't as described, or in the event of fraud. For example, someone may hack into a customer's PayPal account and purchase a product without the account holder's consent."}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>These are legitimate reasons to request a chargeback. However, in this article, we\u2019ll focus on their misuse. Even if you offer a <a href=\"https:\/\/memberpress.com\/how-to-handle-refunds-in-your-membership-site\/\" target=\"_blank\" rel=\"noreferrer noopener\">refund policy<\/a>, some unscrupulous customers may initiate a payment dispute if they\u2019re unhappy with your product or service.<\/p>","content":[{"type":"text","data":"These are legitimate reasons to request a chargeback. However, in this article, we\u2019ll focus on their misuse. Even if you offer a <a href=\"https:\/\/memberpress.com\/how-to-handle-refunds-in-your-membership-site\/\" target=\"_blank\" rel=\"noreferrer noopener\">refund policy<\/a>, some unscrupulous customers may initiate a payment dispute if they\u2019re unhappy with your product or service."}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>Other customers may resort to lying about payment fraud. You may even encounter the occasional shopper who receives their products or services as promised but doesn\u2019t want to pay.&nbsp;<\/p>","content":[{"type":"text","data":"Other customers may resort to lying about payment fraud. You may even encounter the occasional shopper who receives their products or services as promised but doesn\u2019t want to pay.&nbsp;"}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>Illegitimate chargebacks, sometimes referred to as \"friendly fraud\", are on the rise. According to a report by <a href=\"https:\/\/risk.lexisnexis.com\/insights-resources\/research\/2019-true-cost-of-fraud-study-e-commerce-retail-edition\" target=\"_blank\" rel=\"noreferrer noopener\">legal research specialists at LexisNexis<\/a>, the average number of fraudulent attempts to dispute payments per month has risen by 128 percent since 2018. The same report found that up to 43 percent of fraud losses can be attributed to friendly fraud.&nbsp;<\/p>","content":[{"type":"text","data":"Illegitimate chargebacks, sometimes referred to as \"friendly fraud\", are on the rise. According to a report by <a href=\"https:\/\/risk.lexisnexis.com\/insights-resources\/research\/2019-true-cost-of-fraud-study-e-commerce-retail-edition\" target=\"_blank\" rel=\"noreferrer noopener\">legal research specialists at LexisNexis<\/a>, the average number of fraudulent attempts to dispute payments per month has risen by 128 percent since 2018. The same report found that up to 43 percent of fraud losses can be attributed to friendly fraud.&nbsp;"}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>Simply being unhappy with their customer experience doesn\u2019t give someone the legal right to initiate a Mastercard or <a href=\"https:\/\/payabl.com\/news\/mastercard-and-visa-chargeback-rules-and-processes\" target=\"_blank\" rel=\"noreferrer noopener\" title=\"\">Visa chargeback<\/a> with their bank. If you suspect a customer is making an illegitimate claim, then you have the right to dispute it.<\/p>","content":[{"type":"text","data":"Simply being unhappy with their customer experience doesn\u2019t give someone the legal right to initiate a Mastercard or <a href=\"https:\/\/payabl.com\/news\/mastercard-and-visa-chargeback-rules-and-processes\" target=\"_blank\" rel=\"noreferrer noopener\" title=\"\">Visa chargeback<\/a> with their bank. If you suspect a customer is making an illegitimate claim, then you have the right to dispute it."}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/heading","render":"<h2 class=\"wp-block-heading\">How You Should Handle Chargeback and Dispute Resolution (4 Key Steps)<\/h2>","content":"Comment g\u00e9rer la r\u00e9trofacturation et la r\u00e9solution des litiges (4 \u00e9tapes cl\u00e9s)","data":[],"style":{"align":"left","parent_style":{},"header":"h2","fontSize":"27px"}},{"type":"core\/paragraph","render":"<p>Unfortunately, chargebacks are part of running a successful business. With this in mind, here is our four-step plan for resolving payment disputes as painlessly as possible.<\/p>","content":[{"type":"text","data":"Unfortunately, chargebacks are part of running a successful business. With this in mind, here is our four-step plan for resolving payment disputes as painlessly as possible."}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/heading","render":"<h3 class=\"wp-block-heading\">Step 1: Do Your Research&nbsp;<\/h3>","content":"\u00c9tape 1 : Effectuer des recherches&nbsp;","data":[],"style":{"align":"left","parent_style":{},"header":"h3","fontSize":"21px"}},{"type":"core\/paragraph","render":"<p>The first step is gathering as much information about the disputed transaction as possible. In particular, you should look for evidence that the customer received their product or accessed the purchased service.&nbsp;<\/p>","content":[{"type":"text","data":"The first step is gathering as much information about the disputed transaction as possible. In particular, you should look for evidence that the customer received their product or accessed the purchased service.&nbsp;"}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>For physical products, this might involve checking the delivery tracking ID. For virtual products and services, this step can be more complex.<\/p>","content":[{"type":"text","data":"For physical products, this might involve checking the delivery tracking ID. For virtual products and services, this step can be more complex."}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>If you\u2019re using any tracking or analytics software, you can look for evidence of engagement. This might involve proof that the customer has visited your website, logged into their account, or opened emails sent to their address. <\/p>","content":[{"type":"text","data":"If you\u2019re using any tracking or analytics software, you can look for evidence of engagement. This might involve proof that the customer has visited your website, logged into their account, or opened emails sent to their address. "}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>If you can prove that the customer opened their <em>account activation <\/em>email, then this is valuable evidence that they received access to your site as promised.<\/p>","content":[{"type":"text","data":"If you can prove that the customer opened their <em>account activation <\/em>email, then this is valuable evidence that they received access to your site as promised."}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>You can also check any software that you use to create or deliver your digital goods. For example, <a href=\"https:\/\/memberpress.com\/\" target=\"_blank\" rel=\"noreferrer noopener\" title=\"https:\/\/memberpress.com\/\">MemberPress<\/a> records every membership transaction automatically:<\/p>","content":[{"type":"text","data":"You can also check any software that you use to create or deliver your digital goods. For example, <a href=\"https:\/\/memberpress.com\/\" target=\"_blank\" rel=\"noreferrer noopener\" title=\"https:\/\/memberpress.com\/\">MemberPress<\/a> records every membership transaction automatically:"}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/image","render":"<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img src=\"https:\/\/memberpress.com\/wp-content\/uploads\/2020\/11\/memberpress-membership-transactions.png\" alt=\"The MemberPress dashboard transactions screen.\" class=\"wp-image-24253\"\/><\/figure>\n<\/div>","content":"https:\/\/memberpress.com\/wp-content\/uploads\/2020\/11\/memberpress-membership-transactions.png","data":{"alt":"The MemberPress dashboard transactions screen.","src":"https:\/\/memberpress.com\/wp-content\/uploads\/2020\/11\/memberpress-membership-transactions.png","align":"center"},"style":{"width":2698,"height":1284,"align":"center","parent_style":{},"sizeSlug":"full","alignSelf":"center"}},{"type":"core\/paragraph","render":"<p>You can view detailed information about each transaction by navigating to <em>MemberPress &gt; Transactions<\/em>. This includes the transaction ID, date and time, and the user(s) involved.&nbsp;<\/p>","content":[{"type":"text","data":"You can view detailed information about each transaction by navigating to <em>MemberPress &gt; Transactions<\/em>. This includes the transaction ID, date and time, and the user(s) involved.&nbsp;"}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/heading","render":"<h3 class=\"wp-block-heading\">Step 2: Contact the Customer<\/h3>","content":"\u00c9tape 2 : Contacter le client","data":[],"style":{"align":"left","parent_style":{},"header":"h3","fontSize":"21px"}},{"type":"core\/paragraph","render":"<p>Your research may indicate that the customer is a victim of fraud. In this scenario, it\u2019s best to accept the dispute. While it\u2019s frustrating to lose out on a sale <em>and<\/em> incur additional merchant-imposed feeds, it\u2019s not worth risking the bad publicity.&nbsp;<\/p>","content":[{"type":"text","data":"Your research may indicate that the customer is a victim of fraud. In this scenario, it\u2019s best to accept the dispute. While it\u2019s frustrating to lose out on a sale <em>and<\/em> incur additional merchant-imposed feeds, it\u2019s not worth risking the bad publicity.&nbsp;"}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>In the age of <a href=\"https:\/\/memberpress.com\/choose-social-media-platforms\/\" target=\"_blank\" rel=\"noreferrer noopener\" title=\"How to Choose Which Social Media Platforms to Use\">social media<\/a> and <a href=\"https:\/\/memberpress.com\/can-user-reviews-really-help-hurt-your-online-business\/\" target=\"_blank\" rel=\"noreferrer noopener\" title=\"Can User Reviews Really Help\/Hurt Your Online Business?\">third-party review sites<\/a>, a single disgruntled customer can inflict serious damage to your reputation. By dealing with <em>legitimate <\/em>payment disputes in an efficient, professional manner, you\u2019re presenting your business in a positive light. This may lead to actual sales in the future.<\/p>","content":[{"type":"text","data":"In the age of <a href=\"https:\/\/memberpress.com\/choose-social-media-platforms\/\" target=\"_blank\" rel=\"noreferrer noopener\" title=\"How to Choose Which Social Media Platforms to Use\">social media<\/a> and <a href=\"https:\/\/memberpress.com\/can-user-reviews-really-help-hurt-your-online-business\/\" target=\"_blank\" rel=\"noreferrer noopener\" title=\"Can User Reviews Really Help\/Hurt Your Online Business?\">third-party review sites<\/a>, a single disgruntled customer can inflict serious damage to your reputation. By dealing with <em>legitimate <\/em>payment disputes in an efficient, professional manner, you\u2019re presenting your business in a positive light. This may lead to actual sales in the future."}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>However, let\u2019s assume that your research suggests this isn\u2019t a legitimate chargeback. In this case, it\u2019s usually worth contacting the customer directly. You can politely explain that you\u2019ve researched their transaction and believe you have ample evidence to disprove their claim.&nbsp;<\/p>","content":[{"type":"text","data":"However, let\u2019s assume that your research suggests this isn\u2019t a legitimate chargeback. In this case, it\u2019s usually worth contacting the customer directly. You can politely explain that you\u2019ve researched their transaction and believe you have ample evidence to disprove their claim.&nbsp;"}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>For a customer who <em>knows<\/em> their claim is fraudulent, this may convince them to drop the dispute. Alternatively, they may respond in a way that casts doubt on their claim or even outright incriminates them. This can be valuable evidence to help strengthen your case.<\/p>","content":[{"type":"text","data":"For a customer who <em>knows<\/em> their claim is fraudulent, this may convince them to drop the dispute. Alternatively, they may respond in a way that casts doubt on their claim or even outright incriminates them. This can be valuable evidence to help strengthen your case."}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>Regardless of how this interaction plays out, it\u2019s important to keep things polite and professional. Even if your correspondence doesn\u2019t seem particularly interesting, you should also keep careful records of all communications just in case.<\/p>","content":[{"type":"text","data":"Regardless of how this interaction plays out, it\u2019s important to keep things polite and professional. Even if your correspondence doesn\u2019t seem particularly interesting, you should also keep careful records of all communications just in case."}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/heading","render":"<h3 class=\"wp-block-heading\">Step 3: Respond to the Dispute<\/h3>","content":"\u00c9tape 3 : R\u00e9pondre au litige","data":[],"style":{"align":"left","parent_style":{},"header":"h3","fontSize":"21px"}},{"type":"core\/paragraph","render":"<p>Every merchant and payment gateway has their own procedures for responding to chargebacks. However, they\u2019ll typically ask you to write a statement that clearly describes the situation, and to provide supporting documents.&nbsp;<\/p>","content":[{"type":"text","data":"Every merchant and payment gateway has their own procedures for responding to chargebacks. However, they\u2019ll typically ask you to write a statement that clearly describes the situation, and to provide supporting documents.&nbsp;"}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>Wherever possible, you should include documentation that proves the customer received what they were promised. For physical products, this usually involves proof of postage and delivery. For digital products, this can include screenshots or PDFs.<\/p>","content":[{"type":"text","data":"Wherever possible, you should include documentation that proves the customer received what they were promised. For physical products, this usually involves proof of postage and delivery. For digital products, this can include screenshots or PDFs."}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>It\u2019s also a smart move to provide a copy of your refund policy, if offered. This can prove the customer had another way to recover their money if they were unhappy with the product or service.<\/p>","content":[{"type":"text","data":"It\u2019s also a smart move to provide a copy of your refund policy, if offered. This can prove the customer had another way to recover their money if they were unhappy with the product or service."}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/heading","render":"<h3 class=\"wp-block-heading\">Step 4: Be Patient and Accept the Outcome of the Dispute<\/h3>","content":"\u00c9tape 4 : Faire preuve de patience et accepter l'issue du litige","data":[],"style":{"align":"left","parent_style":{},"header":"h3","fontSize":"21px"}},{"type":"core\/paragraph","render":"<p>After submitting your evidence, your payment gateway or merchant will put your case to the customer\u2019s bank. Unfortunately, there\u2019s no guarantee you\u2019ll win.&nbsp;<\/p>","content":[{"type":"text","data":"After submitting your evidence, your payment gateway or merchant will put your case to the customer\u2019s bank. Unfortunately, there\u2019s no guarantee you\u2019ll win.&nbsp;"}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>Even if you submit ample evidence, there are considerable consumer protection laws in place. If you lose the dispute, then it\u2019s best to return the buyer\u2019s funds and pay any additional fees promptly. <\/p>","content":[{"type":"text","data":"Even if you submit ample evidence, there are considerable consumer protection laws in place. If you lose the dispute, then it\u2019s best to return the buyer\u2019s funds and pay any additional fees promptly. "}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>This helps you avoid any further negative consequences, including the bad publicity associated with being branded a late payer. It also means you can close this unpleasant chapter and move onto more positive things.<\/p>","content":[{"type":"text","data":"This helps you avoid any further negative consequences, including the bad publicity associated with being branded a late payer. It also means you can close this unpleasant chapter and move onto more positive things."}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>If the dispute involved any kind of membership or subscription service, then you may want to close the customer\u2019s account. MemberPress users can <a href=\"https:\/\/memberpress.com\/docs\/canceling-subscriptions\/\" target=\"_blank\" rel=\"noreferrer noopener\">revoke a customer\u2019s membership<\/a> at any time by navigating to <em>Membership &gt; Members. <\/em>You can then find the member associated with the dispute and delete their account.<\/p>","content":[{"type":"text","data":"If the dispute involved any kind of membership or subscription service, then you may want to close the customer\u2019s account. MemberPress users can <a href=\"https:\/\/memberpress.com\/docs\/canceling-subscriptions\/\" target=\"_blank\" rel=\"noreferrer noopener\">revoke a customer\u2019s membership<\/a> at any time by navigating to <em>Membership &gt; Members. <\/em>You can then find the member associated with the dispute and delete their account."}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>Sometimes, you may want to preserve the customer\u2019s account for your records. In this scenario, you can simply change their login details. If you decide to do so, remember to change the associated email address, too. This ensures the customer cannot regain access to their account by resetting their password.<\/p>","content":[{"type":"text","data":"Sometimes, you may want to preserve the customer\u2019s account for your records. In this scenario, you can simply change their login details. If you decide to do so, remember to change the associated email address, too. This ensures the customer cannot regain access to their account by resetting their password."}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/heading","render":"<h2 class=\"wp-block-heading\">Conclusion&nbsp;<\/h2>","content":"Conclusion&nbsp;","data":[],"style":{"align":"left","parent_style":{},"header":"h2","fontSize":"27px"}},{"type":"core\/paragraph","render":"<p>No one likes dealing with unhappy customers. However, as the old saying goes, you can\u2019t please all people, all the time. Some chargebacks and payment disputes are inevitable, and some may not even be your fault.&nbsp;<\/p>","content":[{"type":"text","data":"No one likes dealing with unhappy customers. However, as the old saying goes, you can\u2019t please all people, all the time. Some chargebacks and payment disputes are inevitable, and some may not even be your fault.&nbsp;"}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/paragraph","render":"<p>If you receive a dispute that you believe is illegitimate, our four-step plan can help you resolve it as quickly as possible:<\/p>","content":[{"type":"text","data":"If you receive a dispute that you believe is illegitimate, our four-step plan can help you resolve it as quickly as possible:"}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}},{"type":"core\/list","render":"<ol class=\"wp-block-list\">\n<li>Do your research.<\/li>\n\n\n\n<li>Contact the customer.<\/li>\n\n\n\n<li>Respond to the dispute.<\/li>\n\n\n\n<li>Be patient and accept the outcome.&nbsp;<\/li>\n<\/ol>","content":"<ol class=\"wp-block-list\">\n<li>Faites vos recherches.<\/li>\n\n\n\n<li>Contacter le client.<\/li>\n\n\n\n<li>R\u00e9pondre au litige.<\/li>\n\n\n\n<li>Soyez patient et acceptez le r\u00e9sultat.&nbsp;<\/li>\n<\/ol>","listItemData":[{"type":"core\/list-item","render":"<li>Do your research.<\/li>","content":"Faites vos recherches.","data":{"text":"Do your research."},"style":{"parent_style":{}}},{"type":"core\/list-item","render":"<li>Contact the customer.<\/li>","content":"Contacter le client.","data":{"text":"Contact the customer."},"style":{"parent_style":{}}},{"type":"core\/list-item","render":"<li>Respond to the dispute.<\/li>","content":"R\u00e9pondre au litige.","data":{"text":"Respond to the dispute."},"style":{"parent_style":{}}},{"type":"core\/list-item","render":"<li>Be patient and accept the outcome.&nbsp;<\/li>","content":"Soyez patient et acceptez le r\u00e9sultat.&nbsp;","data":{"text":"Be patient and accept the outcome.&nbsp;"},"style":{"parent_style":{}}}],"data":{"listType":"ordered"},"style":{"parent_style":{}}},{"type":"core\/paragraph","render":"<p>Do you have any questions about how to handle chargeback and dispute resolution? Ask away in the comments section below!<\/p>","content":[{"type":"text","data":"Do you have any questions about how to handle chargeback and dispute resolution? Ask away in the comments section below!"}],"data":[],"style":{"textAlign":"left","color":"","dropCap":false,"parent_style":{}}}],"app_access":{"can_access":true,"restrict_message":null},"_links":{"self":[{"href":"https:\/\/memberpress.com\/fr\/wp-json\/wp\/v2\/posts\/24252","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/memberpress.com\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/memberpress.com\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/memberpress.com\/fr\/wp-json\/wp\/v2\/users\/76756"}],"replies":[{"embeddable":true,"href":"https:\/\/memberpress.com\/fr\/wp-json\/wp\/v2\/comments?post=24252"}],"version-history":[{"count":2,"href":"https:\/\/memberpress.com\/fr\/wp-json\/wp\/v2\/posts\/24252\/revisions"}],"predecessor-version":[{"id":69516,"href":"https:\/\/memberpress.com\/fr\/wp-json\/wp\/v2\/posts\/24252\/revisions\/69516"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/memberpress.com\/fr\/wp-json\/wp\/v2\/media\/24339"}],"wp:attachment":[{"href":"https:\/\/memberpress.com\/fr\/wp-json\/wp\/v2\/media?parent=24252"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/memberpress.com\/fr\/wp-json\/wp\/v2\/categories?post=24252"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/memberpress.com\/fr\/wp-json\/wp\/v2\/tags?post=24252"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}