{"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\/pt\/blog\/chargeback-and-dispute-resolution\/","title":{"rendered":"A melhor maneira de lidar com o estorno e a resolu\u00e7\u00e3o de disputas"},"content":{"rendered":"<p>Como empresa, voc\u00ea quer manter seus clientes satisfeitos. Isso pode tornar a perspectiva de estorno e resolu\u00e7\u00e3o de disputas particularmente desanimadora. Se voc\u00ea acabou de receber o primeiro estorno, talvez n\u00e3o tenha certeza do que fazer em seguida.<\/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-69d928946e7a3\" class=\"ez-toc-cssicon-toggle-label\"><p class=\"ez-toc-title\" style=\"cursor:inherit\">O QUE H\u00c1 DENTRO<\/p>\n<span class=\"ez-toc-cssicon\"><span class=\"eztoc-hide\" style=\"display:none;\">Alternar<\/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-69d928946e7a3\"  \/><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\/pt\/blog\/chargeback-and-dispute-resolution\/#Understanding_Membership_Chargebacks_and_Why_They_Occur\" >Entendendo os estornos de associa\u00e7\u00e3o e por que eles ocorrem<\/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\/pt\/blog\/chargeback-and-dispute-resolution\/#How_You_Should_Handle_Chargeback_and_Dispute_Resolution_4_Key_Steps\" >Como voc\u00ea deve lidar com o estorno e a resolu\u00e7\u00e3o de disputas (4 etapas principais)<\/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\/pt\/blog\/chargeback-and-dispute-resolution\/#Step_1_Do_Your_Research\" >Etapa 1 Fa\u00e7a sua pesquisa\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\/pt\/blog\/chargeback-and-dispute-resolution\/#Step_2_Contact_the_Customer\" >Etapa 2 Entre em contato com o 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\/pt\/blog\/chargeback-and-dispute-resolution\/#Step_3_Respond_to_the_Dispute\" >Etapa 3 Responder \u00e0 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\/pt\/blog\/chargeback-and-dispute-resolution\/#Step_4_Be_Patient_and_Accept_the_Outcome_of_the_Dispute\" >Etapa 4 Seja paciente e aceite o resultado da 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\/pt\/blog\/chargeback-and-dispute-resolution\/#Conclusion\" >Conclus\u00e3o\u00a0<\/a><\/li><\/ul><\/nav><\/div>\n\n\n\n\n<p>Disputas de pagamento n\u00e3o s\u00e3o uma experi\u00eancia agrad\u00e1vel para nenhum propriet\u00e1rio de empresa. Felizmente, h\u00e1 maneiras de gerenciar essas diverg\u00eancias e resolv\u00ea-las o mais r\u00e1pido poss\u00edvel, e esperamos que, ao mesmo tempo, mantenha seus clientes.\u00a0<\/p>\n\n\n\n<p>Nesta postagem, veremos o que s\u00e3o chargebacks e por que eles ocorrem. Em seguida, compartilharemos um plano de quatro etapas para resolver disputas de pagamento, para que voc\u00ea possa passar para assuntos mais positivos. Vamos come\u00e7ar!<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Understanding_Membership_Chargebacks_and_Why_They_Occur\"><\/span>Entendendo os estornos de associa\u00e7\u00e3o e por que eles ocorrem<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Um chargeback ou disputa de pagamento ocorre quando um cliente entra em contato com seu banco e solicita um reembolso por uma transa\u00e7\u00e3o feita em seu cart\u00e3o. <a href=\"https:\/\/memberpress.com\/pt\/docs\/choosing-your-gateways\/\" target=\"_blank\" rel=\"noreferrer noopener\">Seu gateway de pagamento<\/a> O comerciante notificar\u00e1 voc\u00ea sobre o problema. Se voc\u00ea acreditar que o estorno \u00e9 inv\u00e1lido, ter\u00e1 um per\u00edodo de tempo para refutar a reivindica\u00e7\u00e3o.\u00a0<\/p>\n\n\n\n<p>Se o cliente vencer a disputa, o valor da transa\u00e7\u00e3o ser\u00e1 deduzido de sua conta e devolvido a ele. Talvez voc\u00ea tamb\u00e9m tenha que pagar uma taxa ao comerciante ou ao gateway de pagamento.<\/p>\n\n\n\n<p>H\u00e1 muitos motivos pelos quais um cliente pode iniciar uma disputa de pagamento. Eles t\u00eam o <a href=\"https:\/\/www.ftc.gov\/enforcement\/statutes\/fair-credit-billing-act\" target=\"_blank\" rel=\"noreferrer noopener\">direito legal<\/a> para solicitar um estorno quando o produto ou servi\u00e7o n\u00e3o for conforme descrito ou em caso de fraude. Por exemplo, algu\u00e9m pode invadir a conta do PayPal de um cliente e comprar um produto sem o consentimento do titular da conta.<\/p>\n\n\n\n<p>Esses s\u00e3o motivos leg\u00edtimos para solicitar um estorno. Entretanto, neste artigo, vamos nos concentrar em seu uso indevido. Mesmo que voc\u00ea ofere\u00e7a um <a href=\"https:\/\/memberpress.com\/pt\/how-to-handle-refunds-in-your-membership-site\/\" target=\"_blank\" rel=\"noreferrer noopener\">pol\u00edtica de reembolso<\/a>Se voc\u00ea n\u00e3o estiver satisfeito com seu produto ou servi\u00e7o, alguns clientes inescrupulosos poder\u00e3o iniciar uma disputa de pagamento.<\/p>\n\n\n\n<p>Outros clientes podem recorrer a mentiras sobre fraudes de pagamento. Voc\u00ea pode at\u00e9 encontrar um comprador ocasional que recebe seus produtos ou servi\u00e7os conforme prometido, mas n\u00e3o quer pagar.\u00a0<\/p>\n\n\n\n<p>Os estornos ileg\u00edtimos, \u00e0s vezes chamados de \u201cfraude amig\u00e1vel\u201d, est\u00e3o aumentando. De acordo com um relat\u00f3rio da <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 em pesquisa jur\u00eddica da LexisNexis<\/a>De acordo com o relat\u00f3rio da Comiss\u00e3o Europeia, o n\u00famero m\u00e9dio de tentativas fraudulentas de contestar pagamentos por m\u00eas aumentou 128% desde 2018. O mesmo relat\u00f3rio constatou que at\u00e9 43% das perdas por fraude podem ser atribu\u00eddas \u00e0 fraude amig\u00e1vel.\u00a0<\/p>\n\n\n\n<p>O simples fato de estar insatisfeito com a experi\u00eancia do cliente n\u00e3o d\u00e1 a algu\u00e9m o direito legal de iniciar um processo contra a Mastercard ou a <a href=\"https:\/\/payabl.com\/news\/mastercard-and-visa-chargeback-rules-and-processes\" target=\"_blank\" rel=\"noreferrer noopener\" title=\"\">Estorno de Visa<\/a> com seu banco. Se voc\u00ea suspeitar que um cliente est\u00e1 fazendo uma reclama\u00e7\u00e3o ileg\u00edtima, voc\u00ea tem o direito de contest\u00e1-la.<\/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>Como voc\u00ea deve lidar com o estorno e a resolu\u00e7\u00e3o de disputas (4 etapas principais)<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Infelizmente, os estornos fazem parte da administra\u00e7\u00e3o de um neg\u00f3cio bem-sucedido. Com isso em mente, aqui est\u00e1 nosso plano de quatro etapas para resolver disputas de pagamento da forma mais indolor poss\u00edvel.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Etapa 1: Fa\u00e7a sua pesquisa\u00a0<\/h3>\n\n\n\n<p>A primeira etapa \u00e9 reunir o m\u00e1ximo poss\u00edvel de informa\u00e7\u00f5es sobre a transa\u00e7\u00e3o contestada. Em particular, voc\u00ea deve procurar evid\u00eancias de que o cliente recebeu o produto ou acessou o servi\u00e7o adquirido.\u00a0<\/p>\n\n\n\n<p>Para produtos f\u00edsicos, isso pode envolver a verifica\u00e7\u00e3o do ID de rastreamento da entrega. Para produtos e servi\u00e7os virtuais, essa etapa pode ser mais complexa.<\/p>\n\n\n\n<p>Se estiver usando algum software de rastreamento ou an\u00e1lise, voc\u00ea pode procurar evid\u00eancias de envolvimento. Isso pode envolver provas de que o cliente visitou seu site, fez login na conta ou abriu e-mails enviados para o endere\u00e7o dele. <\/p>\n\n\n\n<p>Se voc\u00ea puder provar que o cliente abriu sua <em>ativa\u00e7\u00e3o de conta <\/em>e-mail, essa \u00e9 uma evid\u00eancia valiosa de que eles receberam acesso ao seu site conforme prometido.<\/p>\n\n\n\n<p>Voc\u00ea tamb\u00e9m pode verificar qualquer software que use para criar ou entregar seus produtos digitais. Por exemplo, <a href=\"https:\/\/memberpress.com\/pt\/\" target=\"_blank\" rel=\"noreferrer noopener\" title=\"https:\/\/memberpress.com\/\">MemberPress<\/a> registra automaticamente todas as transa\u00e7\u00f5es de associa\u00e7\u00e3o:<\/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=\"A tela de transa\u00e7\u00f5es do painel do 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>Voc\u00ea pode visualizar informa\u00e7\u00f5es detalhadas sobre cada transa\u00e7\u00e3o navegando at\u00e9 <em>MemberPress &gt; Transa\u00e7\u00f5es<\/em>. Isso inclui o ID da transa\u00e7\u00e3o, a data e a hora e o(s) usu\u00e1rio(s) envolvido(s).\u00a0<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Step_2_Contact_the_Customer\"><\/span>Etapa 2: Entre em contato com o cliente<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Sua pesquisa pode indicar que o cliente \u00e9 v\u00edtima de fraude. Nesse caso, \u00e9 melhor aceitar a contesta\u00e7\u00e3o. Embora seja frustrante perder uma venda <em>e<\/em> incorrer em feeds adicionais impostos pelo comerciante, n\u00e3o vale a pena arriscar a m\u00e1 publicidade.\u00a0<\/p>\n\n\n\n<p>Na era da <a href=\"https:\/\/memberpress.com\/pt\/choose-social-media-platforms\/\" target=\"_blank\" rel=\"noreferrer noopener\" title=\"Como escolher as plataformas de m\u00eddia social a serem usadas\">m\u00eddia social<\/a> e <a href=\"https:\/\/memberpress.com\/pt\/can-user-reviews-really-help-hurt-your-online-business\/\" target=\"_blank\" rel=\"noreferrer noopener\" title=\"As avalia\u00e7\u00f5es dos usu\u00e1rios podem realmente ajudar ou prejudicar seu neg\u00f3cio on-line?\">sites de avalia\u00e7\u00e3o de terceiros<\/a>Se um \u00fanico cliente insatisfeito n\u00e3o for atendido, poder\u00e1 causar s\u00e9rios danos \u00e0 sua reputa\u00e7\u00e3o. Ao lidar com <em>leg\u00edtimo <\/em>disputas de pagamento de maneira eficiente e profissional, voc\u00ea est\u00e1 apresentando sua empresa de forma positiva. Isso pode resultar em vendas reais no futuro.<\/p>\n\n\n\n<p>Entretanto, vamos supor que sua pesquisa sugira que n\u00e3o se trata de um estorno leg\u00edtimo. Nesse caso, geralmente vale a pena entrar em contato diretamente com o cliente. Voc\u00ea pode explicar educadamente que pesquisou a transa\u00e7\u00e3o e que acredita ter amplas evid\u00eancias para refutar a alega\u00e7\u00e3o.\u00a0<\/p>\n\n\n\n<p>Para um cliente que <em>sabe<\/em> se sua reivindica\u00e7\u00e3o for fraudulenta, isso poder\u00e1 convenc\u00ea-lo a desistir da disputa. Como alternativa, ele pode responder de forma a lan\u00e7ar d\u00favidas sobre a reivindica\u00e7\u00e3o ou at\u00e9 mesmo incrimin\u00e1-lo completamente. Isso pode ser uma evid\u00eancia valiosa para ajudar a fortalecer seu caso.<\/p>\n\n\n\n<p>Independentemente de como essa intera\u00e7\u00e3o se desenrolar, \u00e9 importante manter a educa\u00e7\u00e3o e o profissionalismo. Mesmo que sua correspond\u00eancia n\u00e3o pare\u00e7a particularmente interessante, voc\u00ea tamb\u00e9m deve manter registros cuidadosos de todas as comunica\u00e7\u00f5es, para garantir.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Step_3_Respond_to_the_Dispute\"><\/span>Etapa 3: Responder \u00e0 disputa<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Cada comerciante e gateway de pagamento tem seus pr\u00f3prios procedimentos para responder a estornos. No entanto, eles geralmente pedem que voc\u00ea escreva uma declara\u00e7\u00e3o que descreva claramente a situa\u00e7\u00e3o e forne\u00e7a documentos de apoio.\u00a0<\/p>\n\n\n\n<p>Sempre que poss\u00edvel, voc\u00ea deve incluir documenta\u00e7\u00e3o que comprove que o cliente recebeu o que foi prometido. Para produtos f\u00edsicos, isso geralmente envolve comprovante de postagem e entrega. No caso de produtos digitais, isso pode incluir capturas de tela ou PDFs.<\/p>\n\n\n\n<p>Tamb\u00e9m \u00e9 uma medida inteligente fornecer uma c\u00f3pia de sua pol\u00edtica de reembolso, se oferecida. Isso pode provar que o cliente tinha outra maneira de recuperar seu dinheiro se n\u00e3o estivesse satisfeito com o produto ou servi\u00e7o.<\/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>Etapa 4: Seja paciente e aceite o resultado da disputa<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Depois de enviar suas evid\u00eancias, o gateway de pagamento ou o comerciante apresentar\u00e1 seu caso ao banco do cliente. Infelizmente, n\u00e3o h\u00e1 garantia de que voc\u00ea ganhar\u00e1.\u00a0<\/p>\n\n\n\n<p>Mesmo que voc\u00ea apresente amplas evid\u00eancias, h\u00e1 consider\u00e1veis leis de prote\u00e7\u00e3o ao consumidor em vigor. Se voc\u00ea perder a disputa, \u00e9 melhor devolver os fundos do comprador e pagar prontamente quaisquer taxas adicionais. <\/p>\n\n\n\n<p>Isso ajuda a evitar outras consequ\u00eancias negativas, inclusive a m\u00e1 publicidade associada ao fato de ser considerado um pagador atrasado. Isso tamb\u00e9m significa que voc\u00ea pode encerrar esse cap\u00edtulo desagrad\u00e1vel e passar para coisas mais positivas.<\/p>\n\n\n\n<p>Se a disputa envolver qualquer tipo de associa\u00e7\u00e3o ou servi\u00e7o de assinatura, talvez voc\u00ea queira encerrar a conta do cliente. Os usu\u00e1rios do MemberPress podem <a href=\"https:\/\/memberpress.com\/pt\/docs\/canceling-subscriptions\/\" target=\"_blank\" rel=\"noreferrer noopener\">revogar a associa\u00e7\u00e3o de um cliente<\/a> a qualquer momento, navegando at\u00e9 <em>Associa\u00e7\u00e3o &gt; Membros. <\/em>Em seguida, voc\u00ea pode localizar o membro associado \u00e0 disputa e excluir sua conta.<\/p>\n\n\n\n<p>\u00c0s vezes, voc\u00ea pode querer preservar a conta do cliente para seus registros. Nesse caso, voc\u00ea pode simplesmente alterar os detalhes de login. Se decidir fazer isso, lembre-se de alterar tamb\u00e9m o endere\u00e7o de e-mail associado. Isso garante que o cliente n\u00e3o possa recuperar o acesso \u00e0 sua conta redefinindo seu endere\u00e7o de e-mail. <a href=\"https:\/\/memberpress.com\/go\/lastpass\/\" title=\"Link de afiliado do Last Pass\" class=\"pretty-link-keyword\"rel=\"nofollow \" target=\"_blank\">senha<\/a>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Conclus\u00e3o\u00a0<\/h2>\n\n\n\n<p>Ningu\u00e9m gosta de lidar com clientes insatisfeitos. Entretanto, como diz o velho ditado, n\u00e3o se pode agradar a todas as pessoas, o tempo todo. Alguns estornos e disputas de pagamento s\u00e3o inevit\u00e1veis, e alguns podem nem mesmo ser culpa sua.\u00a0<\/p>\n\n\n\n<p>Se voc\u00ea receber uma disputa que acredita ser ileg\u00edtima, nosso plano de quatro etapas poder\u00e1 ajud\u00e1-lo a resolv\u00ea-la o mais r\u00e1pido poss\u00edvel:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Fa\u00e7a sua pesquisa.<\/li>\n\n\n\n<li>Entre em contato com o cliente.<\/li>\n\n\n\n<li>Responder \u00e0 disputa.<\/li>\n\n\n\n<li>Seja paciente e aceite o resultado.\u00a0<\/li>\n<\/ol>\n\n\n\n<p>Voc\u00ea tem alguma d\u00favida sobre como lidar com chargeback e resolu\u00e7\u00e3o de disputas? Pergunte na se\u00e7\u00e3o de coment\u00e1rios abaixo!<\/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 4.9.5.2 - 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":"Entendendo os estornos de associa\u00e7\u00e3o e por que eles ocorrem","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":"Como voc\u00ea deve lidar com o estorno e a resolu\u00e7\u00e3o de disputas (4 etapas principais)","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":"Etapa 1: Fa\u00e7a sua pesquisa&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":"Etapa 2: Entre em contato com o cliente","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":"Etapa 3: Responder \u00e0 disputa","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":"Etapa 4: Seja paciente e aceite o resultado da disputa","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":"Conclus\u00e3o&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>Fa\u00e7a sua pesquisa.<\/li>\n\n\n\n<li>Entre em contato com o cliente.<\/li>\n\n\n\n<li>Responder \u00e0 disputa.<\/li>\n\n\n\n<li>Seja paciente e aceite o resultado.&nbsp;<\/li>\n<\/ol>","listItemData":[{"type":"core\/list-item","render":"<li>Do your research.<\/li>","content":"Fa\u00e7a sua pesquisa.","data":{"text":"Do your research."},"style":{"parent_style":{}}},{"type":"core\/list-item","render":"<li>Contact the customer.<\/li>","content":"Entre em contato com o cliente.","data":{"text":"Contact the customer."},"style":{"parent_style":{}}},{"type":"core\/list-item","render":"<li>Respond to the dispute.<\/li>","content":"Responder \u00e0 disputa.","data":{"text":"Respond to the dispute."},"style":{"parent_style":{}}},{"type":"core\/list-item","render":"<li>Be patient and accept the outcome.&nbsp;<\/li>","content":"Seja paciente e aceite o resultado.&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\/pt\/wp-json\/wp\/v2\/posts\/24252","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/memberpress.com\/pt\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/memberpress.com\/pt\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/memberpress.com\/pt\/wp-json\/wp\/v2\/users\/76756"}],"replies":[{"embeddable":true,"href":"https:\/\/memberpress.com\/pt\/wp-json\/wp\/v2\/comments?post=24252"}],"version-history":[{"count":2,"href":"https:\/\/memberpress.com\/pt\/wp-json\/wp\/v2\/posts\/24252\/revisions"}],"predecessor-version":[{"id":69516,"href":"https:\/\/memberpress.com\/pt\/wp-json\/wp\/v2\/posts\/24252\/revisions\/69516"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/memberpress.com\/pt\/wp-json\/wp\/v2\/media\/24339"}],"wp:attachment":[{"href":"https:\/\/memberpress.com\/pt\/wp-json\/wp\/v2\/media?parent=24252"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/memberpress.com\/pt\/wp-json\/wp\/v2\/categories?post=24252"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/memberpress.com\/pt\/wp-json\/wp\/v2\/tags?post=24252"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}