o2c • Digital Subscription & Services

B2C Chargeback & Refund Workflow Transformation

Overhauled customer dispute protocols to halt revenue leakage and speed up legitimate refund settlements.

The Operational Challenge

Uncoordinated refund approvals between customer service and payment processors caused repetitive customer escalations and double payouts in accounting.

Strategic Solution & Implementation

Established an automated three-party verification handshake between ticket issuance, payment gateway reversal API, and general ledger journal posting.

Measurable Impact & Results

Lowered dispute turnaround from 14 days to 48 hours; eliminated duplicate refund losses completely; improved customer trust score by 40%.

Facing Similar Challenges in Your Organization?

Consult with Gloria Fangie on deploying this exact framework for your systems.

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Project Snapshot