Your client seeks advice on best practices for responding to disputes. What advice should NOT be given?

Aiming for a high dispute response rate is not a sound piece of advice because it can lead to a focus on quantity over quality. Prioritizing the number of disputes responded to may encourage a hasty or superficial approach to handling each case. Instead, it is more important to ensure that each dispute is addressed thoroughly and thoughtfully, prioritizing the collection of relevant evidence and crafting a well-supported response. Quality interactions can help build trust and keep customer relations positive, which is lost if the emphasis is merely on responding to a high number of disputes regardless of the thoroughness or effectiveness of those responses.

In contrast, collecting evidence for each case, responding promptly, and utilizing professional dispute resolution services are practices that can enhance the quality of the response process, ensuring that disputes are managed effectively and with due diligence. These actions contribute positively to resolving the situations in a manner that reflects well on the business and respects the customers’ experiences.