Billing Dispute Resolution
Medium
10-15 minutes
Customer Support
Billing & Account Management
Handle a customer billing dispute with professionalism and empathy
Customer Support Scenario
MEDIUM
Billing & Account Management
Handle a customer billing dispute with professionalism and empathy
Customer Information
Name: Sarah Johnson
Email: sarah.johnson@company.com
Time Tracking
Time Spent: 0:00
Time Limit: 15 minutes
Scenario Context
A customer has contacted support regarding an unexpected charge of $89.99 on their credit card statement. They claim they never authorized this purchase and are demanding an immediate refund. The customer seems frustrated and mentions they've been a loyal customer for over 3 years.
Upon checking their account, you can see that the charge is for a premium subscription upgrade that was processed 2 weeks ago. The upgrade was initiated from their registered email address and IP address that matches their usual login location.
The customer may not remember clicking the upgrade link due to the time gap, but the system logs clearly show the upgrade was initiated from their account.
Additional Customer Information
Customer Details:
- Name: Sarah Johnson
- Email: sarah.johnson@company.com
- Account since: March 2021
- Previous support tickets: 2 (both resolved satisfactorily)
- Current plan: Premium ($89.99/month) - recently upgraded
- Previous plan: Basic ($19.99/month)
- Payment method: Credit card ending in 4567
- Upgrade date: 2 weeks ago
- Upgrade source: Promotional email click-through
The customer's email history shows they clicked on a promotional email about the premium upgrade 2 weeks ago, but they may not remember this action.
Key Elements to Address
- Acknowledge customer's concern and loyalty
- Explain investigation findings clearly
- Show empathy for confusion
- Offer appropriate solution
- Provide clear next steps
Your Response
Write a professional customer support response addressing the scenario above.
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Success Criteria
- Professional and empathetic tone throughout
- Clear explanation of the investigation findings
- Acknowledgment of customer loyalty and concerns
- Appropriate solution offered (refund, partial credit, etc.)
- Specific next steps and follow-up plan provided
Tips for Success
- Acknowledge the customer's concern and their loyalty
- Explain what your investigation found in clear terms
- Show empathy for their confusion about the charge
- Offer solutions that balance policy with customer satisfaction
- Provide clear next steps and contact information
Assessment Info
Evaluation:
Your response will be automatically scored based on communication skills, problem-solving approach, empathy, and professionalism.
Time Tracking:
Your completion time will be recorded for recruiter review.
Submission:
Once submitted, your response will be saved and available for recruiter evaluation.