{"id":923,"date":"2026-04-08T15:31:08","date_gmt":"2026-04-08T20:31:08","guid":{"rendered":"https:\/\/www.paymentconsulting.net\/Blog\/wordpress\/?p=923"},"modified":"2026-04-08T15:31:08","modified_gmt":"2026-04-08T20:31:08","slug":"customer-complaints-customer-criticism-can-actually-help-you-grow-your-business-if-leveraged-properly-craig-mcclure-craig-mcclure-march-12-2026","status":"publish","type":"post","link":"https:\/\/www.paymentconsulting.net\/Blog\/wordpress\/?p=923","title":{"rendered":"Customer Complaints Customer Criticism Can Actually Help You Grow Your Business (if Leveraged Properly) Craig McClure Craig McClure | March 12, 2026"},"content":{"rendered":"<div class=\"c-single-header__image-wrapper\">\n<div class=\"c-single-header__video\"><video id=\"aiVideo\" poster=\"https:\/\/chargebacks911.com\/wp-content\/uploads\/2026\/03\/Customer-Complaints2-blog.jpg\" preload=\"none\" muted=\"\" width=\"1620\" height=\"646\" data-mce-fragment=\"1\"><\/p>\n<div pseudo=\"-webkit-media-controls\" class=\"sizing-small phase-pre-ready state-no-source\">\n<div pseudo=\"-webkit-media-controls-enclosure\"><\/div>\n<\/div>\n<p><\/video><\/p>\n<div><img loading=\"lazy\" decoding=\"async\" class=\"attachment-full size-full wp-post-image\" src=\"https:\/\/chargebacks911.com\/wp-content\/uploads\/2026\/03\/Customer-Complaints2-blog.jpg\" sizes=\"auto, (max-width: 1552px) 100vw, 1552px\" srcset=\"https:\/\/chargebacks911.com\/wp-content\/uploads\/2026\/03\/Customer-Complaints2-blog.jpg 1552w, https:\/\/chargebacks911.com\/wp-content\/uploads\/2026\/03\/Customer-Complaints2-blog-300x127.jpg 300w, https:\/\/chargebacks911.com\/wp-content\/uploads\/2026\/03\/Customer-Complaints2-blog-1024x433.jpg 1024w, https:\/\/chargebacks911.com\/wp-content\/uploads\/2026\/03\/Customer-Complaints2-blog-768x325.jpg 768w, https:\/\/chargebacks911.com\/wp-content\/uploads\/2026\/03\/Customer-Complaints2-blog-1536x649.jpg 1536w\" alt=\"What are Common Customer Complaints?\" width=\"1552\" height=\"656\" \/><\/div>\n<\/div>\n<\/div>\n<div class=\"c-single-header__footer\" data-single-header-footer=\"\">\n<div class=\"c-single-header__footer-inner\">\n<ol class=\"c-breadcrumbs p-single-breadcrumbs\">\n<li class=\"c-breadcrumbs__item c-breadcrumbs__item--first\"><a class=\"c-breadcrumbs__link\" href=\"https:\/\/chargebacks911.com\/articles\/\"><span class=\"c-breadcrumbs__span\">Articles<\/span>\u00a0<\/a><\/li>\n<li class=\"c-breadcrumbs__item\"><a class=\"c-breadcrumbs__link\" href=\"https:\/\/chargebacks911.com\/disputes\/\"><span class=\"c-breadcrumbs__span\">Payment Disputes<\/span>\u00a0<\/a><\/li>\n<li class=\"c-breadcrumbs__item\"><span class=\"c-breadcrumbs__span\">Customer Complaints<\/span><\/li>\n<\/ol>\n<ul class=\"c-social p-single-header-social\">\n<li class=\"c-social__item\"><\/li>\n<li class=\"c-social__item\"><\/li>\n<li class=\"c-social__item\"><\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div class=\"c-single-header__nutshell\">\n<div class=\"c-nutshell\">\n<div class=\"c-nutshell__inner\">\n<h3 class=\"c-nutshell__heading\">In a Nutshell<\/h3>\n<p class=\"c-nutshell__content\">In an ideal world, customers would never have reason to complain about your business. In reality, most consumers who have complaints won\u2019t even tell you about it: they\u2019ll just never come back. In this post, we look at what makes customers complain, how complaints can lead to chargebacks, and how retailers can handle complaints and strengthen customer relationships.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<div class=\"p-single-body__sidebar\">\n<div class=\"p-single-body__table-of-contents\" data-table-of-contents=\"\">\n<div class=\"c-joli-toc\">\n<div id=\"joli-toc-wrapper\" class=\"joli-unfolded-incontent joli-unfolded joli-incontent   joli-smoothscroll\">\n<nav id=\"joli-toc\">\n<header id=\"joli-toc-header\">\n<div class=\"title\"><span id=\"title-label\">Table of contents<\/span><\/div>\n<\/header>\n<ul class=\"joli-nav\">\n<li class=\"item\"><a class=\"joli-h2\" title=\"Customer Complaints Are Often A Precursor to Chargebacks. But They Don\u2019t Have to Be\" href=\"https:\/\/chargebacks911.com\/customer-complaints\/?utm_medium=email&amp;_hsmi=412792335&amp;utm_content=412792754&amp;utm_source=hs_email#customer-complaints-are-often-a-precursor-to-chargebacks-but-they-dont-have-to-be\">Customer Complaints Are Often A Precursor to Chargebacks. But They Don\u2019t Have to Be<\/a><\/li>\n<li class=\"item\"><a class=\"joli-h2\" title=\"What Causes Customer Complaints?\" href=\"https:\/\/chargebacks911.com\/customer-complaints\/?utm_medium=email&amp;_hsmi=412792335&amp;utm_content=412792754&amp;utm_source=hs_email#what-causes-customer-complaints\">What Causes Customer Complaints?<\/a><\/li>\n<li class=\"item\"><a class=\"joli-h2\" title=\"Types of Customer Complaints\" href=\"https:\/\/chargebacks911.com\/customer-complaints\/?utm_medium=email&amp;_hsmi=412792335&amp;utm_content=412792754&amp;utm_source=hs_email#types-of-customer-complaints\">Types of Customer Complaints<\/a><\/li>\n<li class=\"item\"><a class=\"joli-h2\" title=\"The Cost of Unresolved Customer Complaints\" href=\"https:\/\/chargebacks911.com\/customer-complaints\/?utm_medium=email&amp;_hsmi=412792335&amp;utm_content=412792754&amp;utm_source=hs_email#the-cost-of-unresolved-customer-complaints\">The Cost of Unresolved Customer Complaints<\/a><\/li>\n<li class=\"item\"><a class=\"joli-h2\" title=\"10 Common Customer Complaints &amp; How to Respond\" href=\"https:\/\/chargebacks911.com\/customer-complaints\/?utm_medium=email&amp;_hsmi=412792335&amp;utm_content=412792754&amp;utm_source=hs_email#10-common-customer-complaints-how-to-respond\">10 Common Customer Complaints &amp; How to Respond<\/a><\/li>\n<li class=\"item\"><a class=\"joli-h2\" title=\"General Tips for Customer Complaint Resolution\" href=\"https:\/\/chargebacks911.com\/customer-complaints\/?utm_medium=email&amp;_hsmi=412792335&amp;utm_content=412792754&amp;utm_source=hs_email#general-tips-for-customer-complaint-resolution\">General Tips for Customer Complaint Resolution<\/a><\/li>\n<li class=\"item\"><a class=\"joli-h2\" title=\"The RAPID Resolution Framework\" href=\"https:\/\/chargebacks911.com\/customer-complaints\/?utm_medium=email&amp;_hsmi=412792335&amp;utm_content=412792754&amp;utm_source=hs_email#rapid-framework-title\">The RAPID Resolution Framework<\/a><\/li>\n<li class=\"item\"><a class=\"joli-h2\" title=\"How to Prevent Customer Complaints\" href=\"https:\/\/chargebacks911.com\/customer-complaints\/?utm_medium=email&amp;_hsmi=412792335&amp;utm_content=412792754&amp;utm_source=hs_email#how-to-prevent-customer-complaints\">How to Prevent Customer Complaints<\/a><\/li>\n<li class=\"item\"><a class=\"joli-h2\" title=\"Turning Complaints Into Chargeback Protection\" href=\"https:\/\/chargebacks911.com\/customer-complaints\/?utm_medium=email&amp;_hsmi=412792335&amp;utm_content=412792754&amp;utm_source=hs_email#turning-complaints-into-chargeback-protection\">Turning Complaints Into Chargeback Protection<\/a><\/li>\n<li class=\"item\"><a class=\"joli-h2\" title=\"Making the Most of Consumer Complaints\" href=\"https:\/\/chargebacks911.com\/customer-complaints\/?utm_medium=email&amp;_hsmi=412792335&amp;utm_content=412792754&amp;utm_source=hs_email#making-the-most-of-consumer-complaints\">Making the Most of Consumer Complaints<\/a><\/li>\n<li class=\"item\"><a class=\"joli-h2\" title=\"FAQs\" href=\"https:\/\/chargebacks911.com\/customer-complaints\/?utm_medium=email&amp;_hsmi=412792335&amp;utm_content=412792754&amp;utm_source=hs_email#faqs\">FAQs<\/a><\/li>\n<\/ul>\n<\/nav>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"p-single-body__content\">\n<div class=\"c-article-content\" data-article-content=\"\">\n<h2 id=\"customer-complaints-are-often-a-precursor-to-chargebacks-but-they-dont-have-to-be\" class=\"wp-block-heading joli-heading\">Customer Complaints Are Often A Precursor to Chargebacks. But They Don\u2019t Have to Be<\/h2>\n<p class=\"wp-block-paragraph\">It\u2019s never pleasant to deal with disgruntled customers. Tackling customer complaints head-on, however, is far better than neglecting negative feedback altogether.<\/p>\n<p class=\"wp-block-paragraph\">See, the thing is that customers who express their frustration to you are at least giving you a chance to make things right. Far more dangerous are angry customers who you don\u2019t hear from at all. Chances are, those shoppers are heading straight to the bank\u2026 meaning the first time you hear from them\u00a0<a href=\"https:\/\/chargebacks911.com\/chargebacks\/\">will be in the form of a chargeback<\/a>. It\u2019s for this reason that proactive and buyer-centric customer service is so important.<\/p>\n<p class=\"wp-block-paragraph\">Viewing customer complaints as a chance to rebuild trust and loyalty \u2014 rather than an unpleasant part of doing business \u2014 can help you improve customer lifetime value and avoid disputes. In this article, I\u2019ll provide practical guidance for managing customer complaints so that you can stop dissatisfied customers from filing chargebacks.<\/p>\n<div class=\"c-suggested-reading\">\n<div class=\"c-suggested-reading__inner\">\n<div class=\"c-suggested-reading__header\">\n<h3 class=\"c-suggested-reading__headline\">Recommended reading<\/h3>\n<\/div>\n<ul class=\"c-suggested-reading__items\">\n<li class=\"c-suggested-reading__item\"><a class=\"c-suggested-reading__link\" href=\"https:\/\/chargebacks911.com\/chargeback-dispute\/\">Chargeback Disputes: How to Respond to Invalid Chargebacks<\/a><\/li>\n<li class=\"c-suggested-reading__item\"><a class=\"c-suggested-reading__link\" href=\"https:\/\/chargebacks911.com\/credit-card-dispute\/\">Credit Card Disputes | Step-by-Step Process Guide for 2026<\/a><\/li>\n<li class=\"c-suggested-reading__item\"><a class=\"c-suggested-reading__link\" href=\"https:\/\/chargebacks911.com\/chargeback-vs-refund\/\">Chargeback vs. Refund: Know the Difference?<\/a><\/li>\n<li class=\"c-suggested-reading__item\"><a class=\"c-suggested-reading__link\" href=\"https:\/\/chargebacks911.com\/payment-dispute-resolution\/\">Payment Dispute Resolution: Benchmarks, Helpful Tips &amp; More<\/a><\/li>\n<li class=\"c-suggested-reading__item\"><a class=\"c-suggested-reading__link\" href=\"https:\/\/chargebacks911.com\/what-happens-when-you-dispute-a-transaction\/\">What Happens When You Dispute a Transaction?<\/a><\/li>\n<li class=\"c-suggested-reading__item\"><a class=\"c-suggested-reading__link\" href=\"https:\/\/chargebacks911.com\/transaction-disputes\/\">What is a Transaction Dispute? Why Do Customers File Them?<\/a><\/li>\n<\/ul>\n<\/div>\n<\/div>\n<h2 id=\"what-causes-customer-complaints\" class=\"wp-block-heading joli-heading\">What Causes Customer Complaints?<\/h2>\n<div class=\"c-category-alert c-category-alert--teal\"><span class=\"c-category-alert--teal__heading\">TL;DR<\/span><\/p>\n<p class=\"c-category-alert--teal__description\">Expectation gaps, poor communication, fulfillment or billing issues, and overly complex return policies are the most common triggers of customer complaints.<\/p>\n<\/div>\n<p class=\"wp-block-paragraph\">In a broad sense, customers file complaints because they\u2019re dissatisfied. On a more granular level, several things trigger dissatisfaction:<\/p>\n<ul class=\"wp-block-cb911-block-library-checklists c-checklist c-checklist--style-4 c-checklist--color-yellow\">\n<li class=\"c-checklist__item\"><strong>Expectation Gaps:<\/strong>\u00a0Customers may complain when product or service quality is lower than what they anticipate.<\/li>\n<li class=\"c-checklist__item\"><strong>Lack of Communication:<\/strong>\u00a0Customers feel ignored, aren\u2019t updated, or find it hard to reach you.<\/li>\n<li class=\"c-checklist__item\"><strong>Fulfillment Issues:<\/strong>\u00a0Late deliveries, damaged goods, or incorrect orders.<\/li>\n<li class=\"c-checklist__item\"><strong>Billing Confusion:<\/strong>\u00a0Unrecognized charges, surprise fees, or unclear billing descriptors.<\/li>\n<li class=\"c-checklist__item\"><strong>Policy Friction:<\/strong>\u00a0If your return policy is complex and unclear, customers may complain out of frustration<\/li>\n<\/ul>\n<p class=\"wp-block-paragraph\">The bottom line is that complaints happen when customers feel trapped in a situation that\u2019s outside their control and see no path to resolution. When customers lose faith that you\u2019ll make things right, they\u2019ll turn to their\u00a0<a href=\"https:\/\/chargebacks911.com\/the-issuing-bank\/\">issuing banks<\/a>, where they\u2019ll file chargebacks to get back the money they feel they deserve.<\/p>\n<div class=\"c-category-alert c-category-alert--grey\"><span class=\"c-category-alert--grey__icon\"><object data=\"https:\/\/chargebacks911.com\/wp-content\/uploads\/2022\/06\/reminder-hands-04.svg\" width=\"20\" height=\"20\" aria-label=\"Finger bullet\" data-mce-fragment=\"1\"><\/object><\/span><span class=\"c-category-alert--grey__heading\">Did You Know?<\/span><\/p>\n<p class=\"c-category-alert--grey__description\">Many customers won\u2019t even consider reaching out to you in the first place.\u00a0<a href=\"https:\/\/chargebacks911.com\/chargeback-field-report\/\">According to the 2024\u00a0<em>Chargeback Field Report<\/em><\/a>, 53% of surveyed customers admitted to disputing a transaction without attempting to contact the merchant at all.<\/p>\n<\/div>\n<div class=\"c-shortcode-ebook c-shortcode-ebook--guide is-closed\">\n<div class=\"c-shortcode-ebook__inner\">\n<div class=\"c-shortcode-ebook__graphics\">\n<div class=\"c-shortcode-ebook__graphics-inner\">\n<div class=\"c-shortcode-ebook__ipad\"><img decoding=\"async\" src=\"https:\/\/chargebacks911.com\/wp-content\/themes\/CB911\/assets\/img\/shortcodes\/ebooks\/ipad--geeks.png\" alt=\"The\" \/><\/div>\n<div class=\"c-shortcode-ebook__cover\"><img decoding=\"async\" src=\"https:\/\/chargebacks911.com\/wp-content\/themes\/CB911\/assets\/img\/shortcodes\/ebooks\/cover--geeks.png\" alt=\"The\" \/><\/div>\n<\/div>\n<\/div>\n<div class=\"c-shortcode-ebook__content\"><span class=\"c-shortcode-ebook__title\">Become a Full-FledgedChargeback Genius<\/span><\/p>\n<p class=\"c-shortcode-ebook__description\">The only resource you need to become an expert on chargebacks, customer disputes, and friendly fraud.<\/p>\n<p><span class=\"c-btn c-btn--primary c-shortcode-ebook__btn\">Download the Guide<\/span><\/div>\n<\/div>\n<div class=\"c-shortcode-ebook__close\" data-shortcode-ebook-close=\"true\"><\/div>\n<div class=\"c-shortcode-ebook__overlay\"><\/div>\n<\/div>\n<h2 id=\"types-of-customer-complaints\" class=\"wp-block-heading joli-heading\">Types of Customer Complaints<\/h2>\n<div class=\"c-category-alert c-category-alert--teal\"><span class=\"c-category-alert--teal__heading\">TL;DR<\/span><\/p>\n<p class=\"c-category-alert--teal__description\">There are four types of customer complaints: Productive-Constructive, Passive-Chronic, Expressive-Venting, and Aggressive-Malicious.<\/p>\n<\/div>\n<p class=\"wp-block-paragraph\">Every situation is different, of course, but most complaints fall into one of four general models. This is what we can refer to as the \u201cComplaint Continuum.\u201d<\/p>\n<div class=\"p-article-block__two-stacked-boxes\">\n<div class=\"p-two-stacked-box\">\n<h3 class=\"p-two-stacked-box__red-head\">Productive-Constructive<\/h3>\n<p class=\"p-two-stacked-box__description\">Productive complaints that provide useful feedback by pointing out an issue, and in many cases also suggesting a potential solution.<\/p>\n<p class=\"p-two-stacked-box__description\">These benefit your business by highlighting real issues in a calm, organized way. Feedback will be productive, even if it may sometimes be unnecessarily detailed.<\/p>\n<\/div>\n<div class=\"p-two-stacked-box\">\n<h3 class=\"p-two-stacked-box__red-head\">Passive-Chronic<\/h3>\n<p class=\"p-two-stacked-box__description\">Chronic complaints can be issues that continue to be raised by multiple customers. In effect, it\u2019s one complaint raised repeatedly by the same customer.<\/p>\n<p class=\"p-two-stacked-box__description\">This can be tricky because many customers dislike confrontation, and may not even attempt to contact you directly, which means the issue in question may be more serious than you realized.<\/p>\n<\/div>\n<div class=\"p-two-stacked-box\">\n<h3 class=\"p-two-stacked-box__red-head\">Expressive-Venting<\/h3>\n<p class=\"p-two-stacked-box__description\">Venting complaints tend to be more personal. They\u2019re more about relieving the customer&#8217;s frustration, although at times they can also highlight real issues.<\/p>\n<p class=\"p-two-stacked-box__description\">Expressive complainers can be detailed, but that may be simply because these individuals are motivated to talk, so not all issues raised may be valid. These complaints may be frustrating, but it\u2019s better that they vent on you, rather than on social media.<\/p>\n<\/div>\n<div class=\"p-two-stacked-box\">\n<h3 class=\"p-two-stacked-box__red-head\">Aggressive-Malicious<\/h3>\n<p class=\"p-two-stacked-box__description\">Aggressive complainers are expressive, too, but they\u2019re also controlling and loud. They know you just want them to go away, and they leverage that to their advantage.<\/p>\n<p class=\"p-two-stacked-box__description\">Some complaints are outright malicious, and are designed to intentionally hurt your business. An example would be posting a scathing review that misrepresents an issue, to benefit a competitor.<\/p>\n<\/div>\n<\/div>\n<div class=\"c-category-alert c-category-alert--grey\"><span class=\"c-category-alert--grey__icon\"><object data=\"https:\/\/chargebacks911.com\/wp-content\/uploads\/2022\/06\/reminder-hands-04.svg\" width=\"20\" height=\"20\" aria-label=\"Finger bullet\" data-mce-fragment=\"1\"><\/object><\/span><span class=\"c-category-alert--grey__heading\">Did You Know?<\/span><\/p>\n<p class=\"c-category-alert--grey__description\">When it comes to friendly fraud disputes that stem from customer complaints, the revenue lost is just the start.\u00a0<a href=\"https:\/\/risk.lexisnexis.com\/about-us\/press-room\/press-release\/20250402-tcof-ecommerce-and-retail\" target=\"_blank\" rel=\"noopener\">According to LexisNexis Risk Solutions<\/a>, every $1 lost to a chargeback ultimately causes $4.61 worth of damage after factoring in lost inventory, marketing spend, and chargeback fees.<\/p>\n<\/div>\n<h2 id=\"the-cost-of-unresolved-customer-complaints\" class=\"wp-block-heading joli-heading\">The Cost of Unresolved Customer Complaints<\/h2>\n<div class=\"c-category-alert c-category-alert--teal\"><span class=\"c-category-alert--teal__heading\">TL;DR<\/span><\/p>\n<p class=\"c-category-alert--teal__description\">Unresolved customer complaints result in chargebacks, negative word of mouth, and damage to your chargeback ratio.<\/p>\n<\/div>\n<p class=\"wp-block-paragraph\">Unresolved customer complaints can lead to unnecessary refunds \u2014 or worse,\u00a0<a href=\"https:\/\/chargebacks911.com\/payment-reversal\/\">forced payment reversals<\/a>\u00a0in the form of chargebacks. If this happens, you could encounter a litany of immediate and longer-term consequences, including:<\/p>\n<div class=\"c-iconheading\">\n<div class=\"c-iconheading__icon\"><img decoding=\"async\" src=\"https:\/\/chargebacks911.com\/wp-content\/uploads\/2025\/03\/illustration-icon-flat-fee.svg\" alt=\"Direct Costs\" \/><\/div>\n<div>\n<h3 class=\"c-iconheading__title\">Direct Costs<\/h3>\n<\/div>\n<\/div>\n<p class=\"wp-block-paragraph\">Unresolved complaints cause you to lose revenue, incur added logistics costs, and expend labor to resolve the situation. If a complaint becomes a chargeback, you lose the sale, the merchandise shipped, and\u00a0<a href=\"https:\/\/chargebacks911.com\/chargeback-management\/chargeback-fees\/\">incur a non-refundable chargeback fee<\/a>\u00a0that can range from $20 to $100+ per dispute.<\/p>\n<p class=\"wp-block-paragraph\">Complaints that morph into excessive chargebacks can trigger involuntary enrollment into punitive\u00a0<a href=\"https:\/\/chargebacks911.com\/merchant-monitoring-programs\/\">merchant monitoring programs<\/a>. These impose rigorous reporting requirements and hefty fines. If you don\u2019t fix the problem after a while, your acquirer could\u00a0<a href=\"https:\/\/chargebacks911.com\/terminated-processing-agreement-and-closed-merchant-account\/\">close your merchant account<\/a>\u00a0altogether.<\/p>\n<div class=\"c-iconheading\">\n<div class=\"c-iconheading__icon\"><img decoding=\"async\" src=\"https:\/\/chargebacks911.com\/wp-content\/uploads\/2025\/03\/illustration-icon-flat-fee.svg\" alt=\"Indirect Costs\" \/><\/div>\n<div>\n<h3 class=\"c-iconheading__title\"><em>In<\/em>direct Costs<\/h3>\n<\/div>\n<\/div>\n<p class=\"wp-block-paragraph\">Did you know that 61% of customers say they\u2019d switch to a competitor\u00a0<a href=\"https:\/\/chargebacks911.com\/customer-service-statistics\/\">after a single poor customer service experience<\/a>? But, not only do you lose that customer, you\u2019ll probably\u00a0<em>also<\/em>\u00a0lose customers (or potential customers) within that person\u2019s social network.<\/p>\n<p class=\"wp-block-paragraph\">Negative feedback spreads faster than praise.\u00a0<a href=\"https:\/\/www.surveystance.com\/blog-articles\/customer-satisfaction-statistics\/\" target=\"_blank\" rel=\"noopener\">Recent survey data shows<\/a>\u00a0that a dissatisfied customer will inform between 9 and 15 people about their poor experience. And since\u00a0<a href=\"https:\/\/hbr.org\/2025\/02\/research-what-consumers-find-persuasive-in-online-reviews\" target=\"_blank\" rel=\"noopener\">98% of consumers consult online reviews<\/a>, just one publicly broadcasted complaint can deter hundreds, or even thousands of potential leads from converting into buyers. This type of reputation damage can be difficult to undo.<\/p>\n<div class=\"c-category-alert c-category-alert--red\"><span class=\"c-category-alert--red__icon\"><object data=\"https:\/\/chargebacks911.com\/wp-content\/uploads\/2020\/03\/reminder-hands-01.svg\" width=\"20\" height=\"20\" aria-label=\"finger bullet\" data-mce-fragment=\"1\"><\/object><\/span><span class=\"c-category-alert--red__heading\">Important!<\/span><\/p>\n<p class=\"c-category-alert--red__description\">Resolving a customer issue directly is always cheaper than dealing with a dispute involving a bank. Proactive customer service can help you transform a potential loss into an opportunity to enhance customer lifetime value and sidestep the steep cost of chargebacks.<\/p>\n<\/div>\n<div class=\"c-custom-cta c-custom-cta--red\">\n<div class=\"c-custom-cta__inner\">\n<div class=\"c-custom-cta__content\">\n<h4 class=\"c-custom-cta__title\">Customer complaints are just one factor that can lead to chargebacks.<\/h4>\n<p class=\"c-custom-cta__description\">Talk to us about a truly comprehensive strategy for risk mitigation and revenue recovery.<\/p>\n<p><a class=\"c-btn c-btn--primary c-custom-cta__btn\" data-open-demo-modal=\"\">Request a Demo<\/a><\/div>\n<div class=\"c-custom-cta__graphics\">\n<div class=\"c-custom-cta__graphics-inner\">\n<div class=\"c-custom-cta__image\"><img decoding=\"async\" src=\"https:\/\/chargebacks911.com\/wp-content\/themes\/CB911\/assets\/img\/shortcodes\/cta\/cta--revenue-recovered.png\" alt=\"The Original End-to-End Chargeback Management Platform\" \/><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<h2 id=\"10-common-customer-complaints-how-to-respond\" class=\"wp-block-heading joli-heading\">10 Common Customer Complaints &amp; How to Respond<\/h2>\n<p class=\"wp-block-paragraph\">We\u2019ve discussed how complaints can impact your business. Next, let&#8217;s look at some of the most common complaints logged by merchants, and provide suggestions for how to prevent these complaints:<\/p>\n<div id=\"accordionExample\" class=\"accordion\">\n<div class=\"accordion-item\">\n<div class=\"accordion-header\">\n<h3>\u201cI didn\u2019t receive my order.\u201d<\/h3>\n<\/div>\n<div id=\"collapseOne\" class=\"accordion-collapse collapse show\" data-bs-parent=\"#accordionExample\">\n<div class=\"accordion-body\">\n<p><span class=\"p-complaint-problem\">The Problem:<\/span>\u00a0If an order doesn\u2019t show up when expected, it\u2019s easy for impatient buyers to assume the worst.<\/p>\n<p><span class=\"p-complaint-solution\">The Solution:<\/span>\u00a0Provide reasonable delivery expectations. Supply tracking numbers, and remember to keep customers informed of back orders or unexpected delays.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"accordion-item\">\n<div class=\"accordion-header\">\n<h3>\u201cI received my order late.\u201d<\/h3>\n<\/div>\n<\/div>\n<div class=\"accordion-item\">\n<div class=\"accordion-header\">\n<h3>\u201cThis isn&#8217;t what I ordered.\u201d<\/h3>\n<\/div>\n<\/div>\n<div class=\"accordion-item\">\n<div class=\"accordion-header\">\n<h3>\u201cMy order was damaged.\u201d<\/h3>\n<\/div>\n<\/div>\n<div class=\"accordion-item\">\n<div class=\"accordion-header\">\n<h3>\u201cI was overcharged.\u201d<\/h3>\n<\/div>\n<\/div>\n<div class=\"accordion-item\">\n<div class=\"accordion-header\">\n<h3>\u201cI was never refunded for a return.\u201d<\/h3>\n<\/div>\n<\/div>\n<div class=\"accordion-item\">\n<div class=\"accordion-header\">\n<h3>\u201cI didn&#8217;t understand your policy.\u201d<\/h3>\n<\/div>\n<\/div>\n<div class=\"accordion-item\">\n<div class=\"accordion-header\">\n<h3>\u201cI canceled this subscription.\u201d<\/h3>\n<\/div>\n<\/div>\n<div class=\"accordion-item\">\n<div class=\"accordion-header\">\n<h3>\u201cI can\u2019t reach anyone in your service department.\u201d<\/h3>\n<\/div>\n<\/div>\n<div class=\"accordion-item\">\n<div class=\"accordion-header\">\n<h3>\u201cI called, but your people didn\u2019t help me.\u201d<\/h3>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"p-article-alert--teal\"><span class=\"p-article-alert--teal__icon\"><object data=\"https:\/\/chargebacks911.com\/wp-content\/uploads\/2022\/06\/reminder-hands-05.svg\" width=\"20\" height=\"20\" data-mce-fragment=\"1\"><\/object><\/span><span class=\"p-article-alert--teal__heading\">Did You Know?<\/span><\/p>\n<p class=\"p-article-alert--teal__description\"><em>First-person (friendly fraud) chargebacks, whether filed innocently or maliciously, can account for between\u00a0<a href=\"https:\/\/chargebacks911.com\/chargeback-stats\/\">40% and 80% of all eCommerce fraud losses<\/a><\/em><\/p>\n<\/div>\n<p class=\"wp-block-paragraph\">Whether they call you first or not, any of the above situations could lead a customer to call their bank and dispute a transaction. However, keep in mind that customer disputes are not always based on complete honesty.<\/p>\n<p class=\"wp-block-paragraph\">As we said, there are only two legitimate reasons for a consumer to dispute a card transaction. That won\u2019t stop unhappy customers from feeling justified in using misinformation to file an invalid claim. Even if they\u2019re not aware of it, they\u2019re committing\u00a0<a class=\"wpil_keyword_link\" title=\"Friendly Fraud\" href=\"https:\/\/chargebacks911.com\/friendly-fraud\/\" data-wpil-keyword-link=\"linked\" data-wpil-monitor-id=\"3041\">friendly fraud<\/a>, meaning you\u2019ll wind up facing a chargeback fee.<\/p>\n<h2 id=\"general-tips-for-customer-complaint-resolution\" class=\"wp-block-heading joli-heading\">General Tips for Customer Complaint Resolution<\/h2>\n<div class=\"c-category-alert c-category-alert--teal\"><span class=\"c-category-alert--teal__heading\">TL;DR<\/span><\/p>\n<p class=\"c-category-alert--teal__description\">Use the RAPID framework to respond to customer complaints, and consider whether a refund request is legitimate or not before giving the customer their money back.<\/p>\n<\/div>\n<p class=\"wp-block-paragraph\">To address a customer complaint, you\u2019ll need to resolve the issue itself and prevent the customer from later escalating the situation to a chargeback.<\/p>\n<p class=\"wp-block-paragraph\">The RAPID framework, outlined below, can improve your shot at success:<\/p>\n<section class=\"c-rapid-framework\" aria-labelledby=\"rapid-framework-title\">\n<div class=\"c-rapid-framework__header\">\n<div class=\"c-rapid-framework__eyebrow\">Five-Step Resolution Process<\/div>\n<h2 id=\"rapid-framework-title\" class=\"c-rapid-framework__title joli-heading\">The RAPID Resolution Framework<\/h2>\n<p class=\"c-rapid-framework__subtitle\">A simple process for handling customer complaints before they turn into chargebacks.<\/p>\n<\/div>\n<ol class=\"c-rapid-framework__grid\">\n<li class=\"c-rapid-framework__card\">\n<div class=\"c-rapid-framework__icon-wrap\">\n<div class=\"c-rapid-framework__step\">1<\/div>\n<\/div>\n<div class=\"c-rapid-framework__content\">\n<h3 class=\"c-rapid-framework__name\">Respond<\/h3>\n<p class=\"c-rapid-framework__desc\">Engaging with the customer quickly demonstrates that their concern is a priority and stops them from contacting their bank.<\/p>\n<\/div>\n<\/li>\n<li class=\"c-rapid-framework__card\">\n<div class=\"c-rapid-framework__icon-wrap\">\n<div class=\"c-rapid-framework__step\">2<\/div>\n<\/div>\n<div class=\"c-rapid-framework__content\">\n<h3 class=\"c-rapid-framework__name\">Acknowledge<\/h3>\n<p class=\"c-rapid-framework__desc\">Validating the customer\u2019s complaint without deflection can help you rebuild trust and protect your reputation.<\/p>\n<\/div>\n<\/li>\n<li class=\"c-rapid-framework__card\">\n<div class=\"c-rapid-framework__icon-wrap\">\n<div class=\"c-rapid-framework__step\">3<\/div>\n<\/div>\n<div class=\"c-rapid-framework__content\">\n<h3 class=\"c-rapid-framework__name\">Probe<\/h3>\n<p class=\"c-rapid-framework__desc\">Asking targeted questions can help you fully understand the \u201cwhy\u201d behind the customer\u2019s complaint.<\/p>\n<\/div>\n<\/li>\n<li class=\"c-rapid-framework__card\">\n<div class=\"c-rapid-framework__icon-wrap\">\n<div class=\"c-rapid-framework__step\">4<\/div>\n<\/div>\n<div class=\"c-rapid-framework__content\">\n<h3 class=\"c-rapid-framework__name\">Implement<\/h3>\n<p class=\"c-rapid-framework__desc\">Presenting a solution during the customer\u2019s first interaction can help you preserve customer lifetime value and avoid chargeback fees.<\/p>\n<\/div>\n<\/li>\n<li class=\"c-rapid-framework__card\">\n<div class=\"c-rapid-framework__icon-wrap\">\n<div class=\"c-rapid-framework__step\">5<\/div>\n<\/div>\n<div class=\"c-rapid-framework__content\">\n<h3 class=\"c-rapid-framework__name\">Document<\/h3>\n<p class=\"c-rapid-framework__desc\">Maintaining detailed records of every customer interaction gives you an evidence trail you can use to defend against potential chargebacks.<\/p>\n<\/div>\n<\/li>\n<\/ol>\n<div class=\"c-rapid-framework__footer\"><strong>Note:<\/strong>\u00a0This version of RAPID is being used here as a five-step complaint resolution process.<\/div>\n<\/section>\n<p class=\"wp-block-paragraph\">You\u2019ll generally want to err on the side of offering refunds as a path to resolution. If the customer\u2019s lifetime value is high, or if their complaint appears legitimate, you should probably just allow for a preemptive refund. The same goes for small-dollar purchases; it\u2019s generally not worth the hassle to haggle over small amounts.<\/p>\n<p class=\"wp-block-paragraph\">Then again, not all customer complaints are legitimate. Malicious customers who\u00a0<a href=\"https:\/\/chargebacks911.com\/cyber-shoplifting\/\">use false complaints as an excuse to get free items<\/a>, for example, may still file disputes even if you fully resolve their supposed \u201ccomplaints.\u201d<\/p>\n<p class=\"wp-block-paragraph\">Customers whose complaints fail to match order details, buyers whose stories keep changing, or cardholders who immediately threaten to file a chargeback if they don\u2019t get what they want, are likewise probably acting in bad faith. For this reason, you\u2019ll want to push back on customers who make unreasonable requests, including those who habitually ask for refunds,\u00a0<a href=\"https:\/\/chargebacks911.com\/ecommerce-fraud\/return-fraud\/\">abuse your return process<\/a>, or refuse refunds altogether.<\/p>\n<div class=\"c-shortcode-ebook c-shortcode-ebook--book is-closed\">\n<div class=\"c-shortcode-ebook__inner\">\n<div class=\"c-shortcode-ebook__graphics\">\n<div class=\"c-shortcode-ebook__graphics-inner\">\n<div class=\"c-shortcode-ebook__book\"><img decoding=\"async\" src=\"https:\/\/chargebacks911.com\/wp-content\/themes\/CB911\/assets\/img\/shortcodes\/ebooks\/book--dummies.png\" alt=\"Chargebacks\" \/><\/div>\n<\/div>\n<\/div>\n<div class=\"c-shortcode-ebook__content\"><span class=\"c-shortcode-ebook__title\">Everything You Need To KnowA Beginner\u2019s Guide to Chargebacks<\/span><\/p>\n<p class=\"c-shortcode-ebook__description\">Chargebacks can wreak havoc on your cash flow and profitability. This FREE paperback book is your guide for preventing chargebacks and, when they happen, fighting them more effectively.<\/p>\n<p><span class=\"c-btn c-btn--primary c-shortcode-ebook__btn\">Send Me My Free Paperback Book!<\/span><\/div>\n<\/div>\n<div class=\"c-shortcode-ebook__close\" data-shortcode-ebook-close=\"true\"><\/div>\n<div class=\"c-shortcode-ebook__overlay\"><\/div>\n<\/div>\n<h2 id=\"how-to-prevent-customer-complaints\" class=\"wp-block-heading joli-heading\">How to Prevent Customer Complaints<\/h2>\n<div class=\"c-category-alert c-category-alert--teal\"><span class=\"c-category-alert--teal__heading\">TL;DR<\/span><\/p>\n<p class=\"c-category-alert--teal__description\">It\u2019s cheaper to prevent complaints than to resolve them. Focus on prevention by setting accurate expectations, making it easy for customers to reach out, and simplifying steps to resolution.<\/p>\n<\/div>\n<p class=\"wp-block-paragraph\">If nothing else, remember this: resolving a customer complaint is cheaper than incurring a chargeback. But,\u00a0<em>preventing<\/em>\u00a0a customer complaint from happening is cheaper than resolving it later.<\/p>\n<p class=\"wp-block-paragraph\">When at all possible, you\u2019ll want to dedicate your efforts towards preventing customer complaints. Doing so can help you avoid the downstream headaches of issuing refunds or\u00a0<a href=\"https:\/\/chargebacks911.com\/representment\/\">re-presenting disputed transactions<\/a>. Specifically, you\u2019ll want to:<\/p>\n<div class=\"c-icon-list\">\n<div class=\"c-icon-list__item\">\n<div class=\"c-icon-list__icon\"><\/div>\n<div class=\"c-icon-list__content\">\n<h3 class=\"c-icon-list__title\">Set Accurate Expectations<\/h3>\n<div class=\"c-icon-list__text\">\n<p class=\"wp-block-paragraph\">Don\u2019t overpromise on delivery speeds or product capabilities just to secure a quick sale. Instead, provide crystal-clear product imagery and transparent pricing,\u00a0<a href=\"https:\/\/chargebacks911.com\/prevent-chargebacks\/statement-descriptors\/\">with clear billing descriptors<\/a>, so that customers know they\u2019re going to receive what they anticipated. This helps you avoid customer complaints by removing a catalyst for\u00a0<a href=\"https:\/\/chargebacks911.com\/buyers-remorse\/\">buyer\u2019s remorse<\/a>.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"c-icon-list__item\">\n<div class=\"c-icon-list__content\">\n<h3 class=\"c-icon-list__title\">Make Contact Info Easy to Find<\/h3>\n<div class=\"c-icon-list__text\">\n<p class=\"wp-block-paragraph\">The last thing an already annoyed buyer wants to do is dig up your hard-to-find contact information. To avoid frustrating customers even further, display your support channels prominently across your website, receipts, and order confirmations.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"c-icon-list__item\">\n<div class=\"c-icon-list__icon\"><\/div>\n<div class=\"c-icon-list__content\">\n<h3 class=\"c-icon-list__title\">Offer Multiple Communication Channels<\/h3>\n<div class=\"c-icon-list__text\">\n<p class=\"wp-block-paragraph\">Make sure customers have multiple ways to reach you, including email, phone, and live chat, and aim for same-day response times when possible. Doing so shows respect for the customer\u2019s time and can help you de-escalate tensions before they trigger chargebacks.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"c-icon-list__item\">\n<div class=\"c-icon-list__icon\"><\/div>\n<div class=\"c-icon-list__content\">\n<h3 class=\"c-icon-list__title\">Communicate Proactively<\/h3>\n<div class=\"c-icon-list__text\">\n<p class=\"wp-block-paragraph\">Silence breeds anxiety, especially when money has already changed hands. Show the customer you haven\u2019t forgotten about them by sending order confirmations, routine tracking updates, and advance alerts about potential delays. Even nudges like\u00a0<a href=\"https:\/\/chargebacks911.com\/subscription-billing-model\/\">subscription renewal reminders<\/a>\u00a0can help prevent shock due to unexpected recurring charges.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"c-icon-list__item\">\n<div class=\"c-icon-list__icon\"><\/div>\n<div class=\"c-icon-list__content\">\n<h3 class=\"c-icon-list__title\">Simplify Resolutions<\/h3>\n<div class=\"c-icon-list__text\">\n<p class=\"wp-block-paragraph\">Customers default to chargebacks when they perceive it to be easier than asking for a refund. That\u2019s why you\u2019ll want to draft a pro-buyer\u00a0<a href=\"https:\/\/chargebacks911.com\/ecommerce-return-policy\/\">eCommerce return policy<\/a>\u00a0that\u2019s easy to understand and empower your frontline support staff to issue refunds without managerial bottlenecks.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"c-icon-list__item\">\n<div class=\"c-icon-list__icon\"><\/div>\n<div class=\"c-icon-list__content\">\n<h3 class=\"c-icon-list__title\">Monitor for Patterns<\/h3>\n<div class=\"c-icon-list__text\">\n<p class=\"wp-block-paragraph\">Treat every negative customer interaction as a piece of diagnostic feedback. Track complaint categories to identify patterns of friction, such as a problematic SKU or a confusing step in the checkout process. Tackling the root cause of the issue, rather than perpetually treating symptoms, can help you plug your revenue leaks for good.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<h2 id=\"turning-complaints-into-chargeback-protection\" class=\"wp-block-heading joli-heading\">Turning Complaints Into Chargeback Protection<\/h2>\n<p class=\"wp-block-paragraph\">Every unresolved complaint is a potential chargeback waiting to happen.<\/p>\n<p class=\"wp-block-paragraph\">By extension, customer complaint management and chargeback management are two sides of the same coin \u2014 except in this case, there\u2019s a silver lining, too. Thanks to the service recovery paradox, shoppers who experience a satisfying resolution after a service failure become\u00a0<em>more\u00a0<\/em>loyal than customers who never encountered a problem in the first place.<\/p>\n<p class=\"wp-block-paragraph\">This is good news: it means that customer complaints\u00a0<em>aren\u2019t inherently a threat<\/em>, as long as you resolve them proactively.<\/p>\n<p class=\"wp-block-paragraph\">As mentioned before, however, a small portion of chargeback-happy customers will lodge fake complaints for their benefit. So, you\u2019ll nonetheless want to retain communication logs as\u00a0<a href=\"https:\/\/chargebacks911.com\/compelling-evidence\/\">compelling evidence<\/a>\u00a0to defend against potential chargebacks. Specifically, you\u2019ll want to capture:<\/p>\n<ul class=\"wp-block-cb911-block-library-checklists c-checklist c-checklist--style-1 c-checklist--color-red\">\n<li class=\"c-checklist__item\">Timestamped logs of all customer communications<\/li>\n<li class=\"c-checklist__item\">Photographic evidence, tracking numbers, and delivery confirmations<\/li>\n<li class=\"c-checklist__item\">The resolutions offered and the subsequent customer response<\/li>\n<\/ul>\n<p class=\"wp-block-paragraph\">In addition to collecting evidence, analyzing aggregate complaint data can help you pinpoint and address systematic issues before they cause repeated chargebacks. Likewise, establishing a complaint resolution workflow and pairing it with early warning tools like\u00a0<a href=\"https:\/\/chargebacks911.com\/verifi-cdrn\/\">Verifi CDRN<\/a>\u00a0or\u00a0<a href=\"https:\/\/chargebacks911.com\/ethoca-alerts\/\">Ethoca Alerts<\/a>\u00a0can give you a final opportunity to intercept and refund escalated issues before the cardholder\u2019s issuer initiates a chargeback.<\/p>\n<h2 id=\"making-the-most-of-consumer-complaints\" class=\"wp-block-heading joli-heading\">Making the Most of Consumer Complaints<\/h2>\n<p class=\"wp-block-paragraph\">If there is any good part of receiving customer complaints, it is that it provides you with feedback that can be used to strengthen your business and help avoid chargebacks.<\/p>\n<p class=\"wp-block-paragraph\">You\u2019ll want to collect and analyze all the complaints you get, looking for trends and patterns. For example, is there a page on which a high number of visitors abandon their carts? If so, why? Are there a number of complaints over orders shipped with a certain carrier? Is that carrier doing anything different?<\/p>\n<p class=\"wp-block-paragraph\">It\u2019s also a good idea to prepare concise, informative answers to common questions. These can be helpful to both your sales representatives and your customer service agents. Once you have those answers, you can use them to create an FAQ page for customers.<\/p>\n<p class=\"wp-block-paragraph\">Finally, consider calling yourself. Track what the customer experiences when attempting to contact your customer service line. Are there long wait times? Is your automated directory too confusing? How hard is it to reach a human rep? If filing a chargeback is easier than dealing with your company, customers will go that route.<\/p>\n<p class=\"wp-block-paragraph\">In the end, you need to understand customer complaints and up your customer service game. This can go a long way toward helping you build customer loyalty, avoid chargebacks, and ensure your business has a bright future ahead.<\/p>\n<div class=\"c-shortcode-faq\" data-shortcode-faq=\"true\">\n<div class=\"c-shortcode-faq__inner\">\n<h2 id=\"faqs\" class=\"c-shortcode-faq__heading joli-heading joli-heading\">FAQs<\/h2>\n<div class=\"c-shortcode-faq__items\">\n<div class=\"c-shortcode-faq__item\" data-shortcode-faq-item=\"true\">\n<div class=\"c-shortcode-faq__item-inner\">\n<div class=\"c-shortcode-faq__icons\">\n<div class=\"c-shortcode-faq__icons-inner\">\n<div class=\"c-shortcode-faq__icon c-shortcode-faq__icon--minus\"><\/div>\n<div class=\"c-shortcode-faq__icon c-shortcode-faq__icon--plus\"><\/div>\n<\/div>\n<\/div>\n<h3 class=\"c-shortcode-faq__question\">What are the 3 most common customer complaints?<\/h3>\n<\/div>\n<\/div>\n<div class=\"c-shortcode-faq__item\" data-shortcode-faq-item=\"true\">\n<div class=\"c-shortcode-faq__item-inner\">\n<div class=\"c-shortcode-faq__icons\">\n<div class=\"c-shortcode-faq__icons-inner\">\n<div class=\"c-shortcode-faq__icon c-shortcode-faq__icon--minus\"><\/div>\n<div class=\"c-shortcode-faq__icon c-shortcode-faq__icon--plus\"><\/div>\n<\/div>\n<\/div>\n<h3 class=\"c-shortcode-faq__question\">What to do when customers complain?<\/h3>\n<\/div>\n<\/div>\n<div class=\"c-shortcode-faq__item\" data-shortcode-faq-item=\"true\">\n<div class=\"c-shortcode-faq__item-inner\">\n<div class=\"c-shortcode-faq__icons\">\n<div class=\"c-shortcode-faq__icons-inner\">\n<div class=\"c-shortcode-faq__icon c-shortcode-faq__icon--minus\"><\/div>\n<div class=\"c-shortcode-faq__icon c-shortcode-faq__icon--plus\"><\/div>\n<\/div>\n<\/div>\n<h3 class=\"c-shortcode-faq__question\">What not to do with customer complaints?<\/h3>\n<\/div>\n<\/div>\n<div class=\"c-shortcode-faq__item\" data-shortcode-faq-item=\"true\">\n<div class=\"c-shortcode-faq__item-inner\">\n<div class=\"c-shortcode-faq__icons\">\n<div class=\"c-shortcode-faq__icons-inner\">\n<div class=\"c-shortcode-faq__icon c-shortcode-faq__icon--minus\"><\/div>\n<div class=\"c-shortcode-faq__icon c-shortcode-faq__icon--plus\"><\/div>\n<\/div>\n<\/div>\n<h3 class=\"c-shortcode-faq__question\">Why should you never ignore customer complaints?<\/h3>\n<\/div>\n<\/div>\n<div class=\"c-shortcode-faq__item\" data-shortcode-faq-item=\"true\">\n<div class=\"c-shortcode-faq__item-inner\">\n<div class=\"c-shortcode-faq__icons\">\n<div class=\"c-shortcode-faq__icons-inner\">\n<div class=\"c-shortcode-faq__icon c-shortcode-faq__icon--minus\"><\/div>\n<div class=\"c-shortcode-faq__icon c-shortcode-faq__icon--plus\"><\/div>\n<\/div>\n<\/div>\n<h3 class=\"c-shortcode-faq__question\">What is the most common customer complaint?<\/h3>\n<\/div>\n<\/div>\n<div class=\"c-shortcode-faq__item\" data-shortcode-faq-item=\"true\">\n<div class=\"c-shortcode-faq__item-inner\">\n<div class=\"c-shortcode-faq__icons\">\n<div class=\"c-shortcode-faq__icons-inner\">\n<div class=\"c-shortcode-faq__icon c-shortcode-faq__icon--minus\"><\/div>\n<div class=\"c-shortcode-faq__icon c-shortcode-faq__icon--plus\"><\/div>\n<\/div>\n<\/div>\n<h3 class=\"c-shortcode-faq__question\">Why do customers complain?<\/h3>\n<\/div>\n<\/div>\n<div class=\"c-shortcode-faq__item\" data-shortcode-faq-item=\"true\">\n<div class=\"c-shortcode-faq__item-inner\">\n<div class=\"c-shortcode-faq__icons\">\n<div class=\"c-shortcode-faq__icons-inner\">\n<div class=\"c-shortcode-faq__icon c-shortcode-faq__icon--minus\"><\/div>\n<div class=\"c-shortcode-faq__icon c-shortcode-faq__icon--plus\"><\/div>\n<\/div>\n<\/div>\n<h3 class=\"c-shortcode-faq__question\">How can I reduce customer complaints?<\/h3>\n<\/div>\n<\/div>\n<div class=\"c-shortcode-faq__item\" data-shortcode-faq-item=\"true\">\n<div class=\"c-shortcode-faq__item-inner\">\n<div class=\"c-shortcode-faq__icons\">\n<div class=\"c-shortcode-faq__icons-inner\">\n<div class=\"c-shortcode-faq__icon c-shortcode-faq__icon--minus\"><\/div>\n<div class=\"c-shortcode-faq__icon c-shortcode-faq__icon--plus\"><\/div>\n<\/div>\n<\/div>\n<h3 class=\"c-shortcode-faq__question\">Can customer complaints lead to chargebacks?<\/h3>\n<\/div>\n<\/div>\n<div class=\"c-shortcode-faq__item\" data-shortcode-faq-item=\"true\">\n<div class=\"c-shortcode-faq__item-inner\">\n<div class=\"c-shortcode-faq__icons\">\n<div class=\"c-shortcode-faq__icons-inner\">\n<div class=\"c-shortcode-faq__icon c-shortcode-faq__icon--minus\"><\/div>\n<div class=\"c-shortcode-faq__icon c-shortcode-faq__icon--plus\"><\/div>\n<\/div>\n<\/div>\n<h3 class=\"c-shortcode-faq__question\">What is the difference between a complaint and a chargeback?<\/h3>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Articles\u00a0 Payment Disputes\u00a0 Customer Complaints In a Nutshell In an ideal world, customers would never have reason to complain about your business. In reality, most consumers who have complaints won\u2019t even tell you about it: they\u2019ll just never come back. In this post, we look at what makes customers complain, how complaints can lead to &hellip; <a href=\"https:\/\/www.paymentconsulting.net\/Blog\/wordpress\/?p=923\" class=\"more-link\">Continue reading <span class=\"screen-reader-text\">Customer Complaints Customer Criticism Can Actually Help You Grow Your Business (if Leveraged Properly) Craig McClure Craig McClure | March 12, 2026<\/span> <span class=\"meta-nav\">&rarr;<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-923","post","type-post","status-publish","format-standard","hentry","category-news-update"],"_links":{"self":[{"href":"https:\/\/www.paymentconsulting.net\/Blog\/wordpress\/index.php?rest_route=\/wp\/v2\/posts\/923","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.paymentconsulting.net\/Blog\/wordpress\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.paymentconsulting.net\/Blog\/wordpress\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.paymentconsulting.net\/Blog\/wordpress\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.paymentconsulting.net\/Blog\/wordpress\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=923"}],"version-history":[{"count":1,"href":"https:\/\/www.paymentconsulting.net\/Blog\/wordpress\/index.php?rest_route=\/wp\/v2\/posts\/923\/revisions"}],"predecessor-version":[{"id":924,"href":"https:\/\/www.paymentconsulting.net\/Blog\/wordpress\/index.php?rest_route=\/wp\/v2\/posts\/923\/revisions\/924"}],"wp:attachment":[{"href":"https:\/\/www.paymentconsulting.net\/Blog\/wordpress\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=923"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.paymentconsulting.net\/Blog\/wordpress\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=923"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.paymentconsulting.net\/Blog\/wordpress\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=923"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}