Chargeback Processing
"If a customer incurs a chargeback, we will remove access to whatever service the payment was meant to be applied to.
If a customer wants to regain access to the restricted service by paying back that payment, we will assist them to the best of our ability."
Scope of Support
Supervisor Exception
We will assist customers with repaying chargebacks incurred on any of our products or services.
Chargeback penalties vary according to the services that were charged back.
Service
Penalty
Subs and Online Upgrades
License disabled until the chargeback is repaid or waived
Banned from "Online Store"�until the chargeback is repaid or waived
Value-Added Services
Character the service was requested on locked until the chargeback is repaid or waived
Boosted characters must be maunually unlocked via Character Node > Flags Node > Locked Due To Billing
Banned from "Online Store"�until the chargeback is repaid or waived
Multiple Chargebacks
Game license locked until all chargebacks are repaid or waived
Hearthstone and Heroes
Game license locked until the chargeback is repaid or waived
Banned from "Online Store"�until the chargeback is repaid or waived
Battle.net Shop
Product reclaimed or license locked if an expansion has been added or a WoW Token purchased
Banned from "Online Store"�until the chargeback is repaid or waived
Mount, pet, and helm licenses are removed from the account automatically, so no repayment is necessary and the customer may place a new order
Note:
We cannot accept game time cards as a payment method for chargebacks.
Procedure
We may not assist by ticket
We may assist by phone
We may assist by webchat
Note:
If the chargeback triggered an Online Store ban, the customer's account must be manually unflagged once the chargeback is repaid.
Verify account ownership
Identify the service charged back and follow the relevant procedure below:
Subscription - 50% or more of time used
If the customer can repay the chargeback with a credit card:
Help the customer repay the chargeback
Unlock the game license
Send PFR Chargeback - Sub - Payment Confirmation email
Note the account:
Verified F/L, Email, SQA - “Repaying chargeback for MID XXXXXX using CC exp MM/YY - Total amt. of chargeback repayment:
$XX.XX - Unlocking acct per chargeback policy
Apply any game time lost due to the lock as compensation time
If the customer cannot repay using a credit card, inform them that they may use a Money Order instead, but the account will not be unlocked until it has been processed:
If the chargeback was not due to a compromise, send PFR Chargeback - No Compromise - Repayment via Money Order
If the chargeback was due to compromise, send PFR Chargeback - Time Used - MONEY ORDER repayment
Subscription - Less than 50% of time used, including no time played.
If the chargeback was due to compromise:
Waive the chargeback
Unlock the game license
If the chargeback was not due to compromise:
Help the customer repay the chargeback with a credit card
Unlock the game license
Apply any game time lost due to the lock as compensation time
Value-Added Service
Note:
If the chargeback is for a Character Boost, skip step 1.
1.
Check the Notes
If either of these notes are present, advise the customer that they must submit their ID to recover the account:
LOCKED - “ OWNERSHIP VERIFICATION - “ IDV REQUIRED - (Reported Character Transfer Abuse.
[Rollback/Move Back] upon retrieval and second appeal)“ Sonda sent to EMAIL
CHARNAME was transferred on TIMESTAMP to account DESTACCOUNTNAME under non-play IP IPADDRESS (IPLOCATIONANDORCOMPANY)
Once the ID recovery is processed, submit an Atlas issue to the Rollback queue so that a trained rep can review the situation and roll back the character.
2.
Repay the Chargeback
If neither of the above notes appears, the customer may repay the chargeback.
If the customer can repay the chargeback using a credit card:
Help the customer repay the chargeback
Unlock the character
If the customer cannot repay using a credit card, inform them that they may use a Money Order instead but the character will not be unlocked until it has been processed:
Send PFR Chargeback - No Compromise - Repayment via Money Order
Hearthstone
If the chargeback was due to compromise:
Waive the chargeback
Unlock the game license
If the chargeback was not due to compromise:
Visa/MasterCard chargebacks can be repaid via Atlas, using another credit card
Amex/Discover/PayPal chargebacks must be repaid using a Money Order
Unlock the game license, if this hasn't already happened automatically
Battle.net Shop
If the chargeback was due to compromise:
Waive the chargeback
Do not provide a replacement product
If the chargeback was not due to compromise:
Help the customer repay the chargeback
If this does not, work or the Repayment SKUs are unavailable, the customer will need to send us a Money Order for the total amount of the chargeback
Upgrade the game and/or zero-cost the product to the account the customer specifies once payment is complete
Only zero-cost a WoW Token if it wasn't sold on the Auction House prior to the chargeback
Heroes of the Storm
If the chargeback was due to compromise:
Waive the chargeback
Unlock the game license
If the chargeback was not due to compromise:
Help the customer repay the chargeback
If this does not work the customer will need to send us a Money Order for the total amount of the chargeback
Customer Contact After Mailed Payment
Some customers may choose to pay by Money Order.
As this method of payment takes some time to process they may contact us during the processing time to check up on the status.
Follow these steps to address the inquiry:
Inquire about the date the Money Order was mailed.
It normally takes around two (2) weeks to fully process.
Verify customer followed e-mail instructions.
Direct customer to the Post Office website for tracking.
(Blizzard does not keep track of tracking)
Money Orders are processed in the order they are received and turnaround is dependent on current volume.
If a customer claims to have been waiting longer than 3-4 weeks (Internal timeframe, do not discuss it with customer) obtain senior approval to use the following email template:
Money Order Inquiries.
�Make sure to CC your Senior for tracking purposes.