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Originally Posted by ADL_JD
I have some experience in this and it just doesn't work. Once they have charged back it is really difficult. The best thing to do is try to manage it before they chargeback... obviously much easier to do if you have your own merchant account.
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I agree. I have sent almost identical letters. People get all scared, then call their bank, and the bank calms them down.
Best thing is to have a support system, make sure refunds are done. Let your customers know when updates are going to happen, basically keep them happy. You will always get CB's. The above at least ensures it won't be of rht wrong reasons.