Approach disputes with genuine concern and a commitment to resolve them. Actively listen, acknowledge the disconnect, and focus on identifying the root cause. If the issue lies on your end, take responsibility; if not, provide a clear and empathetic explanation. When the cause is uncertain, give the customer the benefit of the doubt. Remember, a dispute is a pivotal moment — it can either strengthen trust and build loyalty, or result in its loss.

Para navegar no processo de resolução de uma disputa de cliente em uma transação de forma eficaz, comece ouvindo atentamente a reclamação do cliente para entender totalmente a situação. Reúna todas as informações e evidências relevantes. Comunique-se com o cliente de forma clara e transparente, explicando cada etapa do processo de resolução. Proponha uma solução justa e adequada, mantendo a empatia e o profissionalismo. Documente todas as interações e ações tomadas para futuras referências. A transparência e a prontidão são essenciais.

To navigate a client dispute effectively, begin by actively listening to the client's concerns to fully understand their perspective. Gather all relevant documentation and evidence related to the transaction to ensure you have a comprehensive view. Facilitate open communication, proposing potential solutions while remaining empathetic. Finally, aim for a mutually agreeable resolution, documenting the outcome to prevent future misunderstandings.

Para que qualquer resolução seja satisfatória e suave a todas as partes é necessário (e vital para o bom andamento das negociações) conhecer com profundidade as empresas envolvidas, entender as suas expectativas e alinhar os limites de onde se quer ou pode chegar. É muito comum em disputas se olhar apenas para o próprio “umbigo” o que acaba tornando o processo decisório mais complexo e aumentando a distância de um bom fechamento. Independente do contexto da disputa o que nunca poderá fugir aos nossos olhos é a vinculação de nossas atitudes aos valores da nossa empresa, para que a disputa tenha um resultado favorável e mantenhamos nosso posicionamento de correção nos relacionamentos intocável, o que gerará longevidade ao nosso negócio.

1) Identify the transaction 2) Checking method of transaction (identify error) 3) Briefing the error 4) Action and correction highlights Through out this process it's very important to clarify that Client must be satisfied and the process must be develop and set that in future disputes not be repeated..

Navegar por uma disputa de cliente em uma transação requer um conjunto de habilidades de comunicação e resolução de problemas. Aqui estão algumas etapas eficazes para gerenciar essa situação: Escuta Ativa - Sem atento ao que o cliente diz. Empatia - Compreensão Coleta de informação- tudo que vc entender do cliente é maravilhoso Verificação de Politica Solução proativa Acompanhamento, Documentação Feedback

Last year, a customer once raised an issue on a particular deal, and that is when this tactic came in handy. After a barrage of complaints, we settled for a 30-minute call which we complained on. I used it to refer to the contract in real time and I prepared a shared doc to list all the actions that we agreed on. I escalated it and made a suggestion for a win-win change of the circumstances to address the situation smoothly without compromising the relations.

Assuming the dispute is about the validity of the invoice, and what was invoiced is what was agreed in the original contract: Before doing anything, check thoroughly the deliverables as stated in the contract, then what the customer was supposed to achieve and what may have been promised. If your company complied with its obligations and promises, you will need to be firm. Otherwise prepare for corrective actions, don't overpromise and make your company accountable. In any case, try to talk face to face, video, or on the phone. The human interaction can change everything.

Listen to your clients and have efficient systems to localize the process , a detailed dunning map is essential. Have scripts prepared for every situation and give your team the confidence to face all challenging disputes by visualizing them and train he team on them. If you are a smart Merchant you have a disputes management system in place. This is The Most Efficient way to reduce disputes. Are you already working with a chargeback reducing software? Make sure to utilize machine learning algorithms and AI to optimize the acceptance.

I would navigate the process with a full determination to create a wow effect for my client that she will never forget. However, in order to make sure this situation doesn’t repeat I would understand fully the data around it and retrace how we both could have avoided this trap.