Billing — Chargeback Disputes + Privacy Protection for Shared Accounts
### Scenario Customer disputes a large charge they don't recognise. Threatens chargeback or police report. Important: the charge may legitimately be on someone else's account (e.g. an ex-employee, a
Scenario
Customer disputes a large charge they don't recognise. Threatens chargeback or police report. Important: the charge may legitimately be on someone else's account (e.g. an ex-employee, a shared card, a related party).
Privacy Protection Rule (CRITICAL)
We can only confirm account details with the actual account holder. If the disputed charge belongs to a different person's account, we MUST NOT disclose that person's account details to the customer asking — even when they have the receipt. We may say 'this charge appears related to a different account; please contact your card-issuing bank or the other party'.
Required Info from Customer
- Email or phone registered with their ChatDaddy account
- Card last 4 digits
- Charge date + amount
- Brief context (e.g. 'I cancelled long ago')
Investigation Steps
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Stripe lookup with the card last-4 + amount + date.
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Cross-check whether the charge is on the customer's own ChatDaddy team OR a different team.
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If on the customer's own team — verify their cancellation timestamp + auto-renewal state.
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If on a different team — protect the other team's privacy; advise the customer of next steps without disclosing the other team's details.
Customer's Rights — Chargeback
ChatDaddy records every charge with: Terms of Service acceptance timestamp, card authorization record, full Billing audit log. If the customer never personally authorised the charge, they have full right to file a chargeback with their bank — we will cooperate and supply the documentation. We support customers protecting their finances.
Tone
Calm, respectful, NEVER defensive. Big disputes feel like an emergency to the customer. Promise 24h investigation and stick to it. Match customer's language.
Compensation Position
If after investigation the charge was unauthorised (the team account is fraudulent / unknown to customer) → immediate refund + account block. If charge was for a legitimate plan they had auto-renewing → standard refund eligibility rules apply (see Refund Policy doc).