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507. Any other hints for dealing with a problem merchant (credit card)?




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This article is from the Credit cards and Consumer Credit FAQ, by adams@spss.com (Steve Adams) with numerous contributions by others.

507. Any other hints for dealing with a problem merchant (credit card)?

Most important, remember that the person you are talking to is
probably not the person who caused the problem. Don't yell. (In a
letter, don't use lots of capital letters and don't run on at great
length.) Don't sound crazy or make threats.

Lots of good people work for bad companies. Lots work for good
companies that make an occasional mistake. You may be lucky and
deal with one of them. If your approach is "You dirty rotten
so-and-so" you probably won't get anywhere. If your approach is
"There's a problem here; can you help me?" you'll have a better
chance.

Be prepared with specific information before you call. Have all the
paper work in hand. Make sure you can give the date ordered, what
you ordered (item number and price), when you were promised the
items, your credit card number, how much you were charged. Be clear
about exactly what you want. A refund? a replacement? shipment by
a certain date? repairs? Most people (not all) respond best if you
tell them clearly and calmly what you want and if you sound
reasonable.

 

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