¶ SOP Chargeback Cases – Sample Handling & Client Communication
Source folder: SOPs
Source file: SOP_Chargeback Cases – Sample Handling & Client Communication .pdf
File type: PDF document
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SOP_Chargeback Cases - Sample Handling & Client Communication
Purpose
To ensure consistent handling of cases where a chargeback has been identified, protecting
the company from financial loss while maintaining clear communication with the client.
Scope
This procedure applies to all cases where:
- A chargeback has been received or identified
- Samples have already been submitted or received
Procedure
- Identify Chargeback Case
Once a chargeback is flagged:
- Immediately stop any further processing of the case
- Do not proceed with testing
- Place Samples on Hold
- Samples must be placed on hold:
◦ At the office, or
◦ At the laboratory (if already dispatched)
- Do not change the case status in the system
- Contact the Client
Send an email to the client confirming:
- Samples have been received
- Testing cannot proceed due to the chargeback
- Payment must be made again in order to continue
Ask the client how they wish to proceed:
Option A - Proceed with Testing
- Send a new payment link
- Await payment confirmation before proceeding
Option B - Do Not Proceed
- Ask the client to confirm one of the following:
◦ Samples to be discarded, or
◦ Samples to be returned at their own cost
- Maintain Hold Status
- The case must remain on hold until:
◦ Clear written client instructions are received, and
◦ Payment is completed (if proceeding)
- No further action should be taken until both conditions are met
Important Notes
- Testing must never proceed on a chargeback case without confirmed repayment
- Always keep communication clear and documented
- Ensure all actions are aligned with client confirmation
Quick Summary (For Teams)
- Chargeback = STOP processing
- Place samples on hold
- Do not change case status
- Contact client → request payment or instructions
- Only proceed once payment + confirmation received