KR20030005770A - Method of administratering customer's complaints and apparatus thereof - Google Patents

Abstract

PURPOSE: A method and a device for managing customer dissatisfaction are provided to classify the customer dissatisfaction relating to credit card payment at oversea and to manage the customer dissatisfaction at an Internet web server based on classification. CONSTITUTION: A user registers the dissatisfaction by connecting to a customer dissatisfaction management system(203) through a customer computer(201) and searches the situation information processing the dissatisfaction. A credit card company computer(203) receives the registered customer dissatisfaction from the customer dissatisfaction management system(203) and transmits the processing situation information. The customer dissatisfaction management system(203) manages the customer dissatisfaction transmitted from the customer computer(201), transmits the customer dissatisfaction to the credit card company computer(202) and provides the processing situation information to the customer by responding to a customer request.

Description

Method of administratering customer's complaints and apparatus

The present invention relates to a method for receiving and managing customer complaints, and more particularly, to a method and apparatus for managing customer complaints that occur when paying with a credit card.

Most existing credit card companies in Korea do not have a formalized treatment method according to the type of complaint in case of complaints related to their overseas sales, and therefore, deal with customer's complaints in a temporary and restrictive way. have. In addition, the work is not done as a way to promote the convenience of the members, which leads to considerable difficulties in improving customer satisfaction and efficient work processing.

While inquiries and complaints related to domestic sales arising from credit cards are relatively recurring and simple, most of the inquiries related to overseas sales range from the application of the exchange rate at the time of requesting the won to the sales of card number theft, different transaction / billing amounts, and unused sales. It is very diverse, and it takes a long time to process. In addition, the customer's complaint related to overseas sales requires special knowledge in the lighting that needs to comply with the processing regulations of overseas card companies that are affiliated with domestic card companies so that domestic cards can be used abroad. However, in the case of disputes related to overseas sales, there is a lack of formalized tools and analysis of accurate causes and solutions due to the lack of formal knowledge and know-how. As a result, temporary and temporary responses to disputes have been reduced, resulting in a decrease in work efficiency and increasing customer complaints.

Conventionally, inquiries and complaints related to overseas sales of customers are received through telephone reception and customer visits to a card company. Normally, card companies receive customer complaints by phone from the customer center, with millions of cases per month. In general, ARS announcements are made when customers call, and customers follow their ARS instructions for their inquiries, such as payment inquiries, reports of loss, card application and receipt progress, and direct calls with an agent. You can choose to receive ARS automated guidance or talk directly to a counselor. However, due to the congestion of phone calls ahead of the settlement date, it is often impossible for the agent to connect itself or the phone cannot be connected. In addition, members who are unfamiliar with ARS are experiencing difficulties, and when there is an error in overseas sales consultation due to lack of knowledge of telephone counselors, or the telephone counselor does not complete the consultation at one time and calls the other department. Since there are three inconveniences, the customer's dissatisfaction is aggravated. Currently, some card companies require night counselors to stay on the phone for 24 hours of consultations, but the night counselors' ability to resolve their grievances is lower than their weekly counselors. Due to the nighttime situation, it is difficult to process business quickly.

Many credit card customers visit card companies in person and receive inquiries and complaints regarding card sales through in-house consultation. At this time, if the member has to visit the branch in person, and the accurate one-stop response is not possible during the member's internal counseling, there is a possibility that the telephone company will continue to call the relevant department. In this process, counseling errors may occur due to member dissatisfaction and lack of accurate working knowledge.

When a domestic card company accepts a complaint related to overseas sales, it is subject to retrieval request, 1st chargeback, and representation in accordance with the regulations related to overseas sales disputes with a foreign card company affiliated with a domestic card company. In addition, the government will proceed to resolve related overseas sales disputes by conducting 2nd Chargeback and Arbitration or Compliance. Compared to domestic sales disputes being resolved in a relatively short period of time, overseas sales disputes are not with the sales card buyer but with foreign card companies, which must be strictly followed by the compliance period rules of foreign card companies, and due to the nature of sales generated overseas, it is necessary to process each case. The period lasts from 30 days up to 255 days, and the processing period will be longer if you go to mediation. Inquiries related to the proceedings and termination of overseas sales complaints received by the card company can be confirmed by calling the card company directly. Therefore, no service is provided for the convenience of the member. Can be.

In addition, domestic card companies rely 100% on the contents and processing of their overseas sales complaints. Therefore, the system is very limited in the midnight and early morning hours when the computer system is stopped. In addition, since each card company's computer system can be accessed and used only by employees of the company, general members who are the subjects of the complaint cannot accurately convey their contents to the card company or check the status of the complaint directly. have.

That is, the problems of the prior art are summarized as follows.

(1) Complaints of customers related to overseas sales of credit cards are complicated and diverse compared to complaints related to domestic sales, and the above complaints are categorized despite the need for specialized knowledge to deal with them. There is a problem that the work efficiency is reduced by not managing, and the customer does not receive a satisfactory solution.

(2) In the past, customer complaints related to overseas sales of credit cards were received through telephone or Gauguin's direct visit, and the information on the processing status was inquired. If the inquiries are congested because the counselor must respond to a satisfactory consultation, even when visiting directly to the card company was a lot of inconvenience to the customer accordingly.

(3) In the past, customers' complaints related to overseas sales of credit cards were directly managed by the computer system of the credit card company. The customer's complaints were received or complained for 24 hours due to the supplementation of the company's system or the regular suspension of the company's system There was a problem that can not provide the processing status information on the matter, there was a problem that the customer does not have a means to directly look up the processing results.

The technical problem to be achieved by the present invention is to provide a method and apparatus for categorizing customer complaints related to credit card payments abroad and managing customer complaints in the Internet web server according to the items.

1 shows a step of receiving a customer complaint related to the use of a credit card and managing processing status information on the received complaint.

Figure 2 shows the overall configuration of the system for managing customer complaints related to the use of credit cards.

Figure 3 is a flow chart of the step of receiving a customer complaints related to the payment of the ticket cost card.

Figure 4 is a flow chart of the step of receiving a customer complaints related to the card payment of the rental car costs.

Figure 5 is a flow chart of the step of receiving a customer's complaints related to the card payment of hotel use costs.

Figure 6 is a flow chart of the step of receiving a customer complaints related to the card payment of non-face-to-face transaction costs.

7 is a flowchart illustrating a step of receiving a customer's complaint related to a card payment of an internet shopping fee.

8 is a flowchart of a step of receiving a customer's complaint related to the payment of a card of an Internet pay site use cost or an international call use cost.

9 is a flowchart of a step of receiving a customer's complaint related to a card payment of a seminar attendance fee.

10 is a flowchart of a step of receiving a customer's complaint related to a periodical payment.

11 is a flowchart of a step of receiving a customer's complaint related to using a cash service with a credit card.

12 is a flowchart of a step of receiving a customer's complaint related to the use of overseas sales by credit card.

13 is a flow chart of the step of receiving a complaint related to the use of a credit card abroad.

14 is a flowchart of a step of examining a customer's satisfaction with the processing result of the customer's complaint.

15 is a flow chart of the action steps for a customer complaint received.

The management method of customer complaints of the present invention for solving the above problems is a method of managing customer complaints that occur when the credit card payment, (a) customer complaints according to the situation where the customer complaints occurred when using the card (B) receiving a complaint from the customer according to the typed item, and storing the customer's complaint for each typed customer complaint, and (c) the customer's complaint And (d) providing the processing status to the customer in response to the request of the customer.

The categorization of customer complaints in step (a) may include categorizing customer complaints including at least one of a ticket purchase, rental car use, hotel use, non-face-to-face transaction, cash service use, and card use abroad. The customer's complaints related to the purchase of a ticket, the use of a car, or the use of a hotel may include at least any of the following: claims for redundancy of expenses, claims of an amount different from the actual amount of use, claims of an unknown amount, and delays in accepting cancellations. Characterized in the customer complaints including one item, characterized in that the type of customer complaints related to the use of the cash service is a charge of overlapping costs, if the approval is rejected in the ATM, but the charges are charged, Customer complaints that include at least one of a different charge or an unknown charge. Characterization of the customer complaints related to the use of the card abroad, including at least any one of the card payment rejection, card reader inability to read card, rejection of authorization, or rejection of the cash dispenser Characterized in that the customer complaints including at least one item of difficulty in positioning, complaints about withdrawal limit, rejection of approval are categorized. The customer complaints including at least one item of site use cost, international call use cost, seminar attendance fee, tuition fee, and periodical subscription fee may be characterized.

In addition, the type of customer complaints related to the payment of the Internet shopping costs, the periodical subscription fee payment is duplicated charges, different from the actual use amount, billed later than the actual use date, bill of unknown amount, order or application Types of customer complaints that include at least one item in the case of not receiving an item, receiving an order or an item different from an object, receiving a damaged item, canceling after ordering and receiving an item The customer complaints related to payment of the Internet pay site access fee may include at least one item of overlapping claims, free use periods, and when the charges are not made, and the membership cannot be canceled. Can be characterized by categorizing customer complaints.

Customer complaints management system of the present invention for solving the above problems in the system for managing customer complaints that occur during the credit card payment, customer complaints to receive the type information of customer complaints and store it in a database Type management unit, receiving complaints from the customer according to the type of customer complaints, the customer complaints receiving management unit for managing the complaints of the received customer and the processing status information on the complaints received by the customer received Characterized in that it comprises a customer complaints processing situation management unit for managing, the customer complaints management system is connected to the card company's computer through a communication network, such as the Internet, and operates and operates independently of the card company's computer It may be characterized by.

The data structure of the present invention for solving the above problems is a data structure for storing customer complaints that occur at the time of credit card payment, (a) categorizing customer complaints according to the situation where the customer complaints occurred when using the card And a field for storing customer complaints for each type of customer complaint, and (c) a field for storing processing contents for customer complaints stored for each type. It is characterized by.

Hereinafter, with reference to the drawings will be described an embodiment of the present invention;

Figure 1 shows the steps of the embodiment for receiving a customer complaints associated with the use of credit cards, and manages the processing status information for the received complaints. A customer complaint type database is stored (101), which stores information in which customer complaints are typed on a server of the Internet. The customer then accesses the internet server 102 above his computer and enters his complaint. At this time, the server receives the customer's complaint based on the information of the type of customer complaints established above, and stores it in the customer complaint management database (103). When the customer's complaint is registered and stored in the customer complaint management database, the card company's computer that provides the service will receive the complaint of the registered customer (104) and provide it to the person in charge. The person in charge can check the customer's complaint and take appropriate action accordingly, and the action taken is sent back to the server on the Internet through the card company's computer (105). The Internet server, which has received the response to the complaints of the above customer, stores the above matters in the customer complaint management database and manages the 106 information, and the customer can inquire (107) the managed information at any time. . It should be noted that the complaints and actions taken by the customer are managed by the Internet server operated independently of the card company's computer, regardless of whether the card company's computer is operating or the customer cannot access the card company's computer. At any time, customers can register their complaints and view information on the actions taken. In addition, the way in which the customer inquires about the card company's actions on the complaint or the progress of complaint processing can be viewed and accessed by the customer voluntarily by accessing the Internet server. It may be possible to deliver the above information to the customer, such as by sending an e-mail or text message to a mobile phone.

Figure 2 shows the overall configuration of an embodiment of a system for managing customer complaints related to credit card usage. The customer computer 201, the credit card company computer 202, and the customer complaint management system 203 are connected via the Internet. Through the customer computer 201, the customer can access the customer complaint management system 203, register his complaint, and view and view processing status information thereof. The computer 202 of the credit card company receives the registered customer's complaints from the customer complaint management system 203, and transmits processing status information thereof to manage them in the customer complaint management system 203. The customer complaint management system 203 receives and manages customer complaints from the customer computer, sends the customer complaints to the computer 202 of the credit card company, and receives the processing status information on the customer's complaints. Provide the above processing status information to the customer upon request. On the other hand, information on the categorization of customer complaints is also received from the credit card company's computer 202 to build a customer complaint type database.

In detail, the components of the customer complaint management system 203 will be described in detail. The transceiver 2031 connects to the customer computer 201 or the credit card company's computer 202 through a communication network such as the Internet and transmits and receives necessary data. . The customer complaint type management unit 2032 receives information on the categorization of the customer complaint from the credit card company's computer 202 and builds this information into a database. The customer complaint reception management unit 2033 receives a customer complaint using information on a customer complaint type database in which the above type of customer complaint type information is stored and stores it in a customer complaint management database. The customer complaint processing status management unit 2034 receives the status information on the complaint of the customer from the credit card company's computer 202 and stores it in association with the complaint of the customer first registered in the customer complaint management database. Manage.

3 is a flow chart of an embodiment for receiving a customer's complaint related to a card payment of a ticket cost. First, the customer receives an input (301) whether he or she actually purchased a ticket, and if the customer has purchased a ticket, inputs information related to purchasing the ticket (302). The information related to the purchase of the above ticket may include information such as the date of purchase or reservation of the ticket, the accompanying person, the number of tickets purchased, the place of purchase of the ticket, the amount of the ticket, the method of purchasing the ticket, the boarding section, and the like. An example of the case data structure is shown in Table 1.

[Table 1] Example of ticket purchase contents DB structure

card number Ticket Purchase Information Purchase date Companion buying Where to buy Price How to buy Boarding Section 0000-0000-0000-0000 2001/01/01 Spouse 2 Travel agency 100,000 yen visit Osaka-Tokyo ··· ··· ··· ··· ··· ··· ··· ···

After the step of entering the ticket purchase information (302) is input whether the charges made with the credit card is duplicated (303), and if it is not duplicated, input whether or not a different amount is charged (304). If the amount is different from the actual amount received, if it is not billed later than the date of use is input (305) If the bill is not later than the date of use, if not billed by the customer unknown amount If it is not the case where the unknown amount is not claimed, it is input 307 whether the cancellation is delayed. If the billing charge is duplicated above, it is input (308) whether the same or similar amount is charged as the amount paid by the Company, and in the above cases, the actual date of use and the invoice Enter the amount and other matters (311) (enter a note), and if the above does not apply, enter whether you paid in cash or with a third-party credit card and whether you have a receipt. (312) (enter note). If you are charged a different amount from the amount actually used in step 304 above, and if you are charged later than the date of use in step 305 above, whether you have a receipt for the card payment, the date of use on the receipt, the amount used on the receipt, and other matters (note ) Is input (313). If the unknown amount is charged in step 306 above, it is input (311) whether the receipt of the card payment is stored and the actual use date on the invoice, the actual use amount on the invoice, and other details (note). If the cancellation request is not delayed in step 307 above, other matters (notes) are input (312). , Inputs 314 other items (notes).

On the other hand, if you have never purchased a ticket in step 301 above is input whether the overseas travel facts (309), if there is no overseas travel facts (312) input the corresponding situation (note) receives the above, 309 If there is an overseas trip at the stage, it is input (310) whether or not you were staying abroad on the day of use, and the memo is entered if you were not staying abroad on the day of use. ), Otherwise, the country of stay, period of stay, and other matters (notes) are input (315).

As described above, the customer's complaints related to the purchase of a ticket are categorized so that the customer can access the server of the Internet and register his complaint accurately by answering the questions provided step by step. Table 2 below shows the types of customer complaints related to ticket purchase described above. This information is stored in the database and may be modified as needed. If a customer wants to register his or her complaint by accessing the customer complaint management system through the Internet, the customer complaint management system reads the information in which the customer's complaint is typed as shown in Table 2 in the database, and then By providing a question to the customer and receiving a corresponding response, the customer's complaint can be correctly registered.

[Table 2] Example of DB Structure Typed Complaint Related to Ticket Purchase

Complaint Content Complaint code Purchase a ticket Overcharged Same (similar) amount recurred A1 Payment by cash Receipt receipt A2 " none A3 Payment with other cards Keep your payment receipt A4 " none A5 Different from the actual amount used Keep your payment receipt A6 " none A7 Bill later than actual usage Keep your payment receipt A8 " none A9 Add unknown amount Keep your payment receipt A10 " none A11 Cancellation acceptance delay Proof of cancellation promise A12 " none A13 Etc A14 No ticket purchased No overseas travel A15 Overseas Travel Facts Staying abroad on the day of use A16 Domestic stay on day of use A17

Table 3 below shows an example of the data structure for storing customer complaints. The customer complaints received through the Internet in the customer complaints management system of the present invention are classified by giving a complaint code according to the typed item of the customer complaints. Through this, not only can the customer's complaints be conveniently sorted and organized, but it can also be useful for the management of customer complaints and various statistical analysis. Here, the card number refers to the number of the card for which the customer paid the cost, the ticket purchase is the content received in step 301 of FIG. 3, the purchase date is the content input in step 302 of FIG. Refers to the input received in steps 311, 312, 313, 314, and 315.

Table 3 Example of Complaint Reception DB Structure Related to Ticket Purchase

card number Ticket Purchase Purchase date Complaint Code Complaint Content 0000-0000-0000-0000 Yes 2001/01/01 A1 Date of Use / Amount / Memo ··· ··· ··· ··· ···

Figure 4 is a flow chart of the step of receiving a customer complaints related to the card payment of the rental car costs.

[Table 4] Example of car rental contents DB structure

card number Car Rental Information Pickup date for rental car Rental car return date 0000-0000-0000-0000 2001/01/01 2001/01/01 ··· ··· ···

First, the customer receives an input (401) whether the customer has actually used a rental car overseas, and receives information related to the use of the rental car (402) when the rental car has been used. The use-related information of the rental car may include a rental car reception date, a rental car return date, and the like, and when such information is stored in a database, an embodiment of the data structure is shown in Table 4 above.

After the input of the rental car usage information (402) is completed, whether the charges made with the credit card are duplicated is charged (403), and if the charges are not duplicated, it is input whether or not a different amount is charged (404). Received (405) whether the bill is later than the date of use if the amount is different from the actual amount received, if the bill is not later than the date of use, the customer is billed an amount unknown If it is not the case where the unknown amount is not claimed, it is input (407). If the billing charge is duplicated above, it is input (408) whether the same or similar amount is charged as the amount paid by the company card, and in the above case, the actual date of use and the Enter the amount and other details (411) (enter a note), and if the above does not apply, enter whether you paid in cash or with a third-party credit card and whether you have a receipt. (412) (enter a note). If the amount is different from the amount actually used in step 404 above and if it is charged later than the date of use in step 405 above, the card payment receipt should be kept, the date of use on the receipt, the amount used on the receipt, and other matters (notes). Receive input 413. If the unknown amount is charged in step 406 above, the user receives input of whether the payment receipt of the card is stored and the actual use date on the invoice, the actual use amount on the invoice, and other details (note). If the cancellation request is not delayed in step 407 above, other matters (notes) are input (412). , Input (414) other items are received.

On the other hand, if the rental car has never been used in step 401 above (409) is input whether there is a foreign travel facts, if there is no overseas travel facts input (412) corresponding to the corresponding situation (step 409), the above step 409 If there is a foreign travel in the fact that you were staying abroad on the day of use was supposed to pay for the card with the input (410), if you were not staying abroad on the day of use, enter the input memo (412) If not, the country of stay, period of stay, and other matters (notes) are input (415).

[Table 5] An embodiment of a DB structure that categorizes a car rental related complaint

Complaint Content Complaint code Car Rental Double billing Same (similar) amount recurred B1 Payment by cash Receipt receipt B2 " none B3 Payment with other cards Receipt of other payment card B4 " none B5 Different from the actual amount used Keep your payment receipt B6 " none B7 Bill later than actual usage Keep your payment receipt B8 " none B9 Add unknown amount Keep your payment receipt B10 " none B11 Cancellation acceptance delay Proof of cancellation promise B12 " none B13 Etc B14 Car rental not used No overseas travel B15 Overseas Travel Facts Staying abroad on the day of use B16 Domestic stay on day of use B17

As described above, the customer's complaints related to the use of the rental car are categorized so that the customer can access the server of the Internet and answer the questions provided step by step so that they can correctly register their complaints. Table 5 above shows the types of customer complaints related to ticket purchase described above. This information is stored in the database and may be modified as needed. If a customer wants to register his or her complaint by accessing the customer complaint management system through the Internet, the customer complaint management system reads the information that types the customer's complaint as shown in Table 5 in the database and gradually The customer's complaint can be registered correctly by asking the question and receiving the corresponding response.

[Table 6] Embodiment of the vehicle rental-related complaint reception DB structure

card number Car Rental Rental car use date Complaint Code Complaint Content 0000-0000-0000-0000 Yes 2001/01/01 B1 Date of Use / Amount / Memo ··· ··· ··· ··· ···

Table 6 above shows an example of the data structure for storing customer complaints. The customer complaints received through the Internet in the customer complaints management system of the present invention are classified by giving a complaint code according to the typed item of the customer complaints. Through this, not only can the customer's complaints be conveniently sorted and organized, but it can also be useful for the management of customer complaints and various statistical analysis as described above. Here, the card number refers to the number of the card that the customer paid for the cost, the use of the rental car is the content received in step 401 of FIG. , Complains content refers to the content received in step 411, 412, 413, 414, 415 of FIG.

Figure 5 is a flow chart of the step of receiving a customer's complaints related to the card payment of hotel use costs. First, the customer receives an input (501) whether the user has actually used the hotel abroad, and if the user has used the hotel, receives information related to the use of the hotel (502). The information related to the use of the rental car above may include a hotel reservation date, reservation number, number of rooms to be booked, check-in date, check-out date, number of guests, number of rooms and so on. It is shown in Table 7.

[Table 7] Example of DB structure of hotel usage details

card number Hotel Information Reservation date Reservation Reservation Check In Date Check out date Number of guests Number of guests 0000-0000-0000-0000 2001/01/01 2001/01/01 2 2001/02/01 2001/02/02 3 2 ··· ··· ··· ··· ··· ··· ··· ···

After the step of entering the hotel usage information (502), the charges received by the credit card are input (503). If the charges are not duplicated, the user inputs whether or not a charge different from the actual payment amount is charged (504). If the amount is different from the actual amount received, it is input (505) whether each guest has made a payment with their own card, otherwise input whether it is charged later than the actual date of use (506) If not received later than the date of use, the customer inputs whether the unknown amount was charged (507), and if the unknown amount was not claimed, whether the cancellation was delayed. Is input 508. If the billing charge is duplicated above, it is input (509) whether the same or similar amount as the amount paid by the company card was charged.In the above cases, the actual date of use and the invoice Enter the amount and other details (514) (enter a note), and if not, enter whether you paid in cash or with a third-party credit card and whether you have a receipt. (515) (note input). If the amount is different from the amount actually used in step 504 above, if each guest in step 505 has paid with his or her card and if it is charged later than the date of use in step 506 above, The date of receipt on the receipt, the amount of usage on the receipt, and other matters (notes) are input (516). If the unknown amount is charged in step 507 above, the user receives input of whether the receipt of the card payment is stored and the actual use date on the invoice, the actual use amount on the invoice, and other matters (notes). If the cancellation request is not delayed in step 408 above, other matters (notes) are input (515). , Input other notes (517) is received.

On the other hand, if the hotel has not used the hotel in step 501 above, if the reservation was canceled after receiving the hotel (510), if the reservation is canceled and receives the cancellation information and memo information (513), otherwise it is overseas If there is a fact of travel is input (511), if there is no overseas travel facts (memo) corresponding to the input (412), and if there is a fact of overseas travel in step 511 above, the card is paid for If you have been in a foreign country on the day of use, you will receive an input (512) .If you were not staying abroad on the day of use, you will receive the above memo (515). Receives a note (518).

As described above, the customer's complaints related to the use of the hotel in foreign countries are categorized so that the customer can access the server of the Internet and answer the questions provided step by step to accurately register his complaint. Table 8 below shows the types of customer complaints related to hotel use described above. This information is stored in the database and may be modified as needed. If a customer wants to register his or her complaint by accessing the customer complaint management system via the Internet, the customer complaint management system reads the information in which the customer's complaint is typed as shown in Table 8 in the database, and the customer can step by step accordingly. The customer's complaint can be registered correctly by asking the question and receiving the corresponding response.

[Table 8] Example of DB Structure Typed Complaints on Hotel Use

Complaint Content Complaint Code Hotel use Overcharged Same (similar) amount recurred C1 Payment by cash Receipt receipt C2 " none C3 Payment by other card Receipt of other payment card C4 " none C5 Different from the actual amount used Receipt of other payment card C6 " none C7 Pay by Guest Keep your payment receipt C8 " none C9 Bill later than actual usage Keep your payment receipt C10 " none C11 Add unknown amount Keep your payment receipt C12 " none C13 Cancellation acceptance delay Proof of cancellation promise C14 " none C15 Etc C16 Hotel non-use Canceled reservation Archive proof of cancellation C17 Received cancellation number C18 No proof of cancellation C19 No overseas travel C20 Overseas Travel Facts Staying abroad on the day of use C21 Domestic stay on day of use C22

Table 9 below shows an example of a data structure for storing customer complaints. The customer complaints received through the Internet in the customer complaints management system of the present invention are classified by giving a complaint code according to the typed item of the customer complaints. Through this, not only can the customer's complaints be conveniently sorted and organized, but it can also be useful for the management of customer complaints and various statistical analysis as described above. Here, the card number refers to the number of the card the customer paid for the cost, the hotel availability is the input received in step 501 of Figure 5, the hotel use date is the check-in date or check-out date information received in step 502 of FIG. , Complain content refers to the content received in step 514, 515, 516, 517, 518 of FIG.

Table 9 Example of Complaint Reception DB Structure Related to Hotel Use

card number Hotel availability Hotel Days Complaint Code Complaint Content 0000-0000-0000-0000 Yes 2001/01/01 C1 Date of Use / Amount / Memo ··· ··· ··· ··· ···

Figure 6 is a flow chart of the step of receiving a customer complaints related to the card payment of non-face-to-face transaction costs. First, if the customer used the non-face-to-face transaction while receiving a non-face-to-face transaction from abroad (601), the customer received an input (602) whether the non-face-to-face transaction was Internet shopping, otherwise, the Internet paid site It is inputted whether the payment was made by credit card (603). Otherwise, it is inputted whether or not the international calling fee was paid by credit card (604). Otherwise, the seminar attending fee was paid by credit card. If it is not received (605), otherwise it is inputted whether or not the payment of tuition fees from abroad paid by credit card (606), otherwise it is input whether or not to pay the periodical fees abroad by credit card (607) If not, it is input 608 whether the content of the complaint relates to a delay in cancellation. In the case of paying the Internet shopping fee with a credit card in step 602, a complaint related to internet shopping is received (613). (614) If you received the international phone bill related complaint in the step 604 above credit card payment received (615), in the case of paying the cost of attending seminars abroad in a credit card in step 605 credit card If you receive a complaint related to the seminar attendance payment (616) and pay the tuition fee by credit card in step 606, you receive a payment fee related complaint (617) and pay the periodical subscription fee by credit card in step 607. In one case, the complaint related to the periodical is received (618), and in the case of the complaint related to the delay of cancellation of cancellation in step 608, the complaint Receiving (619) being, if not the complaints related to delays and cancellations received in step 608 above, receives (611) a note whether such promises are kept clear evidence.

On the other hand, if the non-face-to-face transaction has never been used in step 601 above, it is input whether or not there is an overseas travel fact (609), and if there is no overseas travel fact, the corresponding situation (note) is input (611). If there is an overseas trip in step 609, the user receives an input (610) of whether or not he was staying overseas on the day of the use of the card. 611), otherwise, the country of stay, period of stay, and other matters (notes) are input (612).

FIG. 7 is a flowchart illustrating a step of receiving a customer's complaint related to payment of a card of the Internet shopping cost of step 613 of FIG. 6. First, if the charge settled by the credit card is input (701) whether the charge is duplicated, and if the charge is not duplicated, it is input (702) whether an amount different from the actual payment amount is received, and the amount different from the actual amount is charged. If not, it is input (703) whether the bill was later than the actual use date, and if it is not later than the usage date, it is input (704) whether the customer was charged an unknown amount, If the unknown amount is not charged, the user is asked whether the order was not delivered (705); otherwise, the order is received (706). Is input 707 is received whether the ordered goods were delivered in a broken state, otherwise it is input 708 whether it was canceled after the order. If the billing fee is duplicated in step 701 above or if the customer is billed in an unknown amount in step 704 above, enter the order or application date, the actual date and amount used on the invoice, and other notes. (710), if it is different from the actual amount used in step 702 above, the order or application date, the amount of use, and other matters (notes) are received (711), and if the bill is later than the actual use date in step 703 above Or enter the application date and other details (note) (714), if the order was not delivered in step 705 received the order or application date and delivery date, other details (note) received (712), In step 706, if an item other than the ordered item is delivered or the item is delivered in a damaged state, it is input (709). If you receive an application date, return date and other details (notes) (713), and you did not return the goods delivered in step 709 above, or if you do not cancel after ordering in step 708 above, the order or application date, other matters ( Memo) is input (714), and if the order is canceled after the order in step 708, the order or application date, cancellation date, other matters (note) is input (715).

As described above, the customer's complaints related to the use of the hotel in foreign countries are categorized so that the customer can access the server of the Internet and answer the questions provided step by step to accurately register his complaint. Table 10 below shows the types of customer complaints related to Internet shopping usage described above. This information is stored in the database and may be modified as needed. If a customer wants to register his or her complaint by accessing the customer complaint management system through the Internet, the customer complaint management system reads the information in which the customer's complaint is typed as shown in Table 10 in the database, and then gradually The customer's complaint can be registered correctly by asking the question and receiving the corresponding response.

[Table 10] An embodiment of a DB structure that types Internet shopping related complaints

Complaint Content Complaint Code Internet shopping Overcharged Same (similar) amount recurred D1 Different from the actual amount used Keep order / application D2 " none D3 Bill later than actual usage D4 Add unknown amount D5 I didn't receive my order D6 Order and other goods delivery Sent back D7 Do not send back D8 Delivered in Damage Sent back D9 Do not send back D10 Canceled after order Proof of cancellation promise D11 " none D12 Etc D13

FIG. 8 is a flowchart of a step of receiving a complaint of a customer related to payment of a fee for using an internet pay site or an international call using a fee of step 614 or 615 of FIG. 6. First of all, the charges paid by credit card are input whether the charges are duplicated (801). If the charges are not duplicated, only the free trial period was used, the charges were charged, or the membership fee was not charged. Other matters (notes), such as a rain charges are input (803), and if the claim is duplicated in step 801, the date of use and the amount used in the bill, other matters (notes) are input (802).

As described above, the customer's complaints related to the use of the paid site are categorized so that the customer can access the server of the Internet and correctly register his complaint by answering the questions provided step by step. Table 11 below shows the types of customer complaints related to the use of internet pay sites described above, and Table 12 below shows the types of customer complaints related to payments for international calls. This information is stored in the database and may be modified as needed. If a customer wants to register his or her complaint by accessing the customer complaint management system via the Internet, the customer complaint management system reads the information categorizing the customer's complaint as shown in Table 11 or Table 12 in the database and accordingly Providing questions to the customer step by step and receiving a corresponding response allows the customer's complaints to be registered correctly.

[Table 11] An embodiment of a DB structure in which a complaint related to payment of an Internet pay site or an international call is typed

Complaint Content Complaint code Internet paid site access Duplicate charges Identical (similar) amount charged repeatedly E1 I only used the trial period, but I was charged E2 Membership withdrawal is not possible. E3

[Table 12] Example of DB Structure Typed Complaints Related to International Calling

Complaint Content Complaint code International call Overcharged Identical (similar) amount charged repeatedly F1 I was charged more than expected F2

FIG. 9 is a flowchart illustrating a step of receiving a customer's complaint related to card payment of the seminar attendance fee of step 616 of FIG. 6. (901) Receive an input of whether or not the charge was charged even though the cancellation was made after first scheduling the seminar attendance. Otherwise, the credit card payment was input if the charge was duplicated (902). If payment was made with another credit card company's credit card and whether the fee was charged or whether the user keeps a receipt of the paid fee (903). The date of use, amount of use, and other matters (notes) are input (904), and in the case of canceling after the reservation in step 901, the cancellation date and other matters (notes) are input (905).

As above, the customer's complaint related to credit card payment of seminar attendance is categorized so that the customer can access the server of the Internet and answer the questions provided step by step so that they can register their complaint accurately. Table 13 below shows the types of customer complaints related to credit card payments for the seminar attendance fees described above. This information is stored in the database and may be modified as needed. If a customer wants to register their complaint by accessing the customer complaint management system through the Internet, the customer complaint management system reads the information that categorizes the customer's complaint as shown in Table 13 in the database, and then step by step. The customer's complaint can be registered correctly by asking the question and receiving the corresponding response.

[Table 13] Example of DB Structure Typed Complaint on Seminar Attendance Cost

Complaint Content Complaint Code attending seminar Overcharged Same (similar) amount recurred G1 Payment by cash Keep receipt G2 " none G3 Payment by other card Keep receipt G4 " none G5 Canceled after booking Keep proof of cancellation G6 " none G7

Table 14 below shows the types of customer complaints that may occur when paying by overseas for school fees. If your credit card was charged in duplicate, please enter whether the same or similar amount you paid with our card was charged in duplicate, or whether you were charged for our credit card costs even if you paid cash or a third-party credit card. It will be managed as shown in Table 14.

As described above, the customer's complaint related to the credit card payment of overseas tuition is categorized so that the customer can access the server of the Internet and register his complaint accurately by answering the questions provided step by step. This information is stored in the database and may be modified as needed. If a customer wants to register their complaint by accessing the customer complaint management system related to tuition payment abroad through the Internet, the customer complaint management system categorizes the customer's complaint as shown in Table 14 in the database. The customer's complaint can be correctly registered by reading the document and providing the customer with a question step by step and inputting the corresponding response.

[Table 14] Example of DB Structure Typed in Tuition Payment-Related Complaints

Complaint Content Complaint code Tuition Payment Overcharged Same (similar) amount recurred H1 Payment by cash Keep receipt H2 " none H3 Payment with other cards Keep receipt H4 " none H5

FIG. 10 is a flowchart illustrating a step of receiving a customer's complaint related to periodical payment in step 618 of FIG. 6. First, if the charges paid by the credit card are input 1001 or not, and if the charges are not duplicated, it is input 1002 whether or not the subscription is received even if the subscription is not received. If the item is not matched is input (1003), otherwise it is input (1004) whether a price different from the price at the time of the application is received, otherwise input (1005) If not, the customer's complaint is input (note) 1008. If the charge is duplicated in step 1001 above, the user is input (1006) the actual date of use on the invoice, the actual amount used on the invoice, and other matters (notes), and in the case of not receiving a periodical after applying in step 1002 above Enter the date and other items (notes) (1007), if the item and other items were delivered in step 1003 above, or if the price is different from the price at the time of application in step 1004, enter the information (note) In the case where a fee is charged even though the subscription request is requested in step 1005, the subscription period, the subscription request date, and other items (notes) are input (1009).

When payment is made with a credit card of cash or another card company, and other matters (notes) are received (903), such as whether the fee is charged or whether a receipt of the paid fee is kept, and the claim is duplicated in step 902. In (904) is input the date of use and the amount of use on the bill, and other matters (notes), and if canceled after the reservation in step 901 receives the cancellation date and other matters (notes) (905).

As described above, by categorizing customer complaints related to credit card payments for overseas periodical expenses, customers can register their complaints accurately by answering questions provided in stages by accessing a server on the Internet. Table 15 below shows the categorization of customer complaints related to credit card payments for overseas periodical expenses described above. This information is stored in the database and may be modified as needed. If a customer wants to access his / her complaints management system via the Internet and register his / her complaints related to credit card payments for overseas periodical expenses, the customer complaints management system will display the customer complaints as shown in Table 15 in the database. The customer's complaints can be correctly registered by reading the typed information, providing the customer with the questions step by step, and receiving the corresponding response.

[Table 15] Example of DB Structure Typed Complaint Related to Periodic Payments

Complaint Content Complaint Code Periodicals Overcharged Same (similar) amount recurred I1 Not received after application I2 Application and other goods delivery Keep order / application I3 " none I4 Charge differently from the application price Keep order I5 " none I6 Charge after requesting suspension Archive subscription request I7 " none I8

[Table 16] Example of Complaint Reception DB Structure Related to Non-Face Transaction

card number Non-face to face transaction Non-face-to-face transaction date Complaint Code Complaint Content 0000-0000-0000-0000 Yes 2001/01/01 I1 Order date / date / date / note ··· ··· ··· ··· ···

Table 16 above shows an example of a data structure for storing customer complaints related to non-face-to-face transactions. The customer complaints received through the Internet in the customer complaints management system of the present invention are classified by giving a complaint code according to the typed item of the customer complaints. Through this, not only can the customer's complaints be conveniently sorted and organized, but it can also be useful for the management of customer complaints and various statistical analysis as described above. Here, the card number refers to the number of the card that the customer paid the fee, the non-face-to-face transaction availability is the input received in step 601 of FIG. 6, the non-face-to-face transaction use date and the complaint content 710, 711, 712, Refers to the contents received in steps 713, 714, and 715, steps 802 and 803 of FIG. 8, steps 903, 90-4, and 905 of FIG. 9, and steps 1006, 1007, 1008, and 1009 of FIG.

11 is a flowchart of a step of receiving a customer's complaint related to using a cash service with a credit card. First, whether the customer has actually received a cash service overseas is input (1101), and if the actual cash service is used to receive the cash service usage information (1102). The above information related to the use of cash service may include a place where the cash service is received and the date and time of use of the cash service. When such information is stored in a database, an example of the data structure is shown in Table 17.

[Table 17] Embodiment of Cash Service Contents DB Structure

card number Cash Service Information Date of use Cash Service Location 0000-0000-0000-0000 2001/01/01 ATM / teller / casino ··· ··· ···

After the step 1102 of the input of the cash service usage information is completed, a charge received by the credit card is input (1103). If the charge is not duplicated, the user inputs whether the authorization was rejected while using the ATM (1104). If not, it is input 1105 whether an amount different from the amount of the actual cash service is charged, otherwise it is input 1106 whether the customer is charged an unknown amount. On the other hand, if there is no cash service abroad in step 1101 above, it is input whether or not there is overseas travel (1107), and in the case of inputting whether or not you were living abroad on the date of use on the invoice (1108). Receive. If the amount of cash service received in step 1103 is billed in duplicate, or if the customer is billed in an unknown amount in step 1106 above, the date on which you received the cash service on the invoice, the amount of cash service on the invoice, and other matters (notes) Received an input 1110, was denied authorization while using ATM in step 1104, but was charged, or was charged for receiving cash service even though there was no overseas travel in step 1107, or received cash service in step 1108 above. If you were not staying overseas on the date it is supposed to be, if you have not been charged an unknown amount in step 1106 above, you will be given information (note) about it (1111), and you will receive the actual cash service in step 1105 above. If the amount is different from the amount received, enter the amount used and other matters (notes) on the receipt (1109), and step 1108 above If books were used in the work and residence abroad, the subject entered the residence country, length of stay and other details (note).

As described above, the customer's complaint related to the amount of cash service usage abroad is categorized so that the customer can access the server of the Internet and register his complaint accurately by answering the questions provided step by step. Table 18 below shows the categorization of customer complaints related to the settlement of cash service amounts abroad. This information is stored in the database and may be modified as needed. If a customer wants to register his or her complaint by accessing the customer complaint management system via the Internet, the customer complaint management system reads the information in which the customer's complaint is typed as shown in Table 18 in the database, and then gradually The customer's complaint can be registered correctly by asking the question and receiving the corresponding response.

[Table 18] Example of DB Structure Typed Complaints on Cash Service Usage

Complaint Content Complaint code Cash advance Overcharged Same (similar) amount recurred J1 Rejected but charged while using ATM Receipt receipt J2 " none J3 Different from the actual amount used Keep your payment receipt J4 " none J5 Bill later than actual usage Keep your payment receipt J6 " none J7 Add unknown amount Keep your payment receipt J8 " none J9 Etc J10 No cash service No overseas travel J11 Overseas Travel Facts Staying abroad on the day of use J12 Domestic stay on day of use J13

Table 19 below shows an example of a data structure for storing customer complaints. The customer complaints received through the Internet in the customer complaints management system of the present invention are classified by giving a complaint code according to the typed item of the customer complaints. Through this, not only can the customer's complaints be conveniently sorted and organized, but it can also be useful for the management of customer complaints and various statistical analysis as described above. Here, the card number refers to the number of the card that the customer paid the cost, the use of cash service is the content input in step 1101 of FIG. 11, the use of cash service is the information input in step 1102 of FIG. Refers to the information received in steps 1109, 1110, 1111, and 1112 of FIG.

[Table 19] Example of Complaint Reception DB Structure Related to Cash Service Usage

card number Use of cash service Cash Service Date Complaint Code Complaint Content 0000-0000-0000-0000 Yes 2001/01/01 J1 Date of Use / Amount / Memo ··· ··· ··· ··· ···

12 is a flowchart of a step of receiving a complaint of a customer related to the use of overseas sales by a credit card other than the above example. First, the customer receives an input (1201) of whether the customer actually paid overseas by the credit card (hereinafter referred to as overseas sales), and inputs whether the charges made by the credit card were repeatedly charged (1202). ), If it is not a case of double billing, input 1204 whether an amount different from the actual payment amount is received, and if the amount is different from the actual amount, the customer is charged an amount that is unknown. If it is not the case where the unknown amount is billed, it is input 1206 whether the cancellation is delayed. If the billing charge is duplicated above, it is input (1203) whether the same or similar amount as the amount paid by the company card is charged.In the above case, the actual date of use and the bill Enter the amount, etc. (1210) (enter the note), if not in the above case, whether the payment was made in cash or a third-party credit card and whether you have a receipt (1212) (Note input). If the amount is different from the amount actually used in step 1204 above, the receipt of the card payment receipt, the date of use on the receipt, the amount used on the receipt, and other matters (notes) are input (1209). If the unknown amount is charged in step 1205 above, the user receives 1212 whether the receipt of the card payment and the actual use date on the invoice, the actual use amount on the invoice, and other matters (notes). If the cancellation is not delayed in step 1206 above, other information (note) is inputted (1212), and if the cancellation is delayed, whether or not the proof of cancellation promises is kept, the scheduled date of cancellation, and the expected amount of cancellation , Input 1211 is received.

On the other hand, if the cash service has never been used in step 1201 above, it is inputted as to whether there is an overseas travel fact (1207), and if there is no overseas travel, the corresponding situation (note) is input (1212). If there is an overseas trip in step 1207, it is input whether or not you were staying abroad on the day of the use of cash service (1208) .If you were not staying abroad on the day of use, enter the above memo (1212). Otherwise, the country of stay, period of stay and other matters (notes) are input (1213).

[Table 20] An embodiment of a DB structure that categorizes complaints related to other overseas sales

Complaint Content Complaint code Overseas Sales Overcharged Same (similar) amount recurred K1 Payment by cash Receipt receipt K2 " none K3 Payment by other card Keep your payment receipt K4 " none K5 Different from the actual amount used Keep your payment receipt K6 " none K7 Add unknown amount Keep your payment receipt K8 " none K9 Cancellation acceptance delay Proof of cancellation promise K10 " none K11 Etc K12 No overseas sales No overseas travel K13 Overseas Travel Facts Staying abroad on the day of use K14 Domestic stay on day of use K15

As described above, the customer's complaints related to the use of foreign sales abroad are categorized so that the customer can access the server of the Internet and register his complaint accurately by answering the questions provided step by step. Table 20 above shows the categorization of customer complaints related to the use of cash services described above. This information is stored in the database and may be modified as needed. If a customer wants to register his or her complaint by accessing the customer complaint management system through the Internet, the customer complaint management system reads the information categorizing the customer's complaint as shown in Table 20 in the database and gradually The customer's complaint can be registered correctly by asking the question and receiving the corresponding response.

Table 21 below shows an example of a data structure for storing customer complaints. The customer complaints received through the Internet in the customer complaints management system of the inventors are classified by giving a complaint code according to the typed item of the customer complaints, and through this, the customer complaints can be conveniently sorted and arranged. It can be useful for management of customer complaints and various statistical analysis as described above. Here, the card number refers to the number of the card for which the customer paid the cost, and the use of other overseas sales is inputted in step 1201 of FIG. 12, and the foreign sales use date and complaint contents are described in 1209, 1210, 1211, and FIG. 12. This is the input received in steps 1212 and 1213.

[Table 21] Embodiment of the complaint structure DB structure related to other overseas sales use

card number Use of Overseas Sales Date of use Complaint Code Complaint Content 0000-0000-0000-0000 Yes 2001/01/01 K1 Date of Use / Amount / Memo ··· ··· ··· ··· ···

13 is a flow chart of the step of receiving a complaint related to the use of a credit card abroad. First, a user is asked whether he or she wants to use a credit card abroad (1301), and if it is not available, he or she receives an input (1302) whether or not it was intended to be used by a general merchant. It is input 1303 whether it was a case where it was intended to be used, and if it was a case where it was intended to be used in an ATM, it is input 1304 whether it was difficult to check the position of the ATM. If the credit card is not used but cannot be used in step 1301 above, or if the credit card is not intended to be used in the cash dispenser in step 1303, the information (note) is inputted (1305), and in step 1302 If it was intended to be used by a general merchant, the general merchant received information on whether the credit card payment was declined, whether the card was declined, or whether the terminal could not read the credit card (1308). If it is not difficult to check the location of the ATM at the stage, if the withdrawal limit is too low or the approval is rejected and a third-party credit card is used, the details are entered (1307), and the cash at step 1304 is received. In case of difficulty in locating the dispenser, the country which had difficulty in locating the ATM , City, receive, such as bank name, type 1306.

Table 22 below shows the types of inconveniences related to overseas use. As described above, customer inconveniences related to the use of credit cards abroad are categorized so that customers can access the servers of the Internet and provide a step by step question. By answering, you can register your complaint correctly. This information is stored in the database and may be modified as needed. If the customer wants to register his complaint by accessing the customer complaint management system through the Internet, the customer complaint management system reads the information that categorizes the customer's inconvenience as shown in Table 22 in the database and gradually The customer's complaint can be registered correctly by asking the question and receiving the corresponding response.

[Table 22] An embodiment of a DB structure that types inconveniences related to overseas use

Complaint Content Complaint code Card not available General Merchant Decline card payment Cash (traveller's check) payment L1 Pay with another card L2 Cannot read card at merchant terminal Cash (traveller's check) payment L3 Pay with another card L4 Disapproved Cash (traveller's check) payment L5 Pay with another card L6 ATM Difficult to locate ATM L7 Withdrawal limit too low Use another card L8 Disapproved Use another card L9 Etc L10 Etc L11

14 is a flowchart of a step of examining a customer's satisfaction with the processing result of the customer's complaint. First, the customer's evaluation of whether or not the complaint was quickly processed is input (1401), and the customer's evaluation of whether the representative responds kindly when the customer is consulted about the complaint. Input 1402, the customer's evaluation of whether the customer's description of the customer's complaints helped the customer to understand the situation (1403), the result of processing the registered customer's complaints In step 1404, the client receives an input of whether the customer is satisfied or not. Table 23 below shows an example of the data structure when the customer's satisfaction with the complaint processing result is investigated and stored in the database. Here, the card number is our credit card number that you have, the date of receipt is the date when your complaint is registered, and the complaint code is the code of the complaint that occurs when you enter your complaint. The items are input items in each step of FIG. 14.

Table 23 Example of Satisfaction Management DB Structure for Complaint Processing Results

card number Reception date Complaint code Swiftness of processing Kindness of the person in charge Helpfulness of the person in charge Satisfaction level of processing result Whether to reuse our card 0000-0000-0000-0000 2001/01/01 L1 very good satisfied usually satisfied Yes No ··· ··· ··· ··· ··· ··· ··· ···

15 is a flow chart of the action steps for a customer complaint received. First, it is determined whether the customer's complaint can be accepted by the web server of the Internet (1501). If the web application is possible in step 1501 above, the sales proof request step (1503) requesting confirmation of the customer's usage history to an overseas card company, and the sales evidence for confirming whether the contents are correct by sending the customer's usage history to the customer Fulfillment stage (1504), Revenue verification stage (1505) that terminates processing by confirming that cancellation has been received from a foreign merchant or used by a customer, First return stage (1506) that takes measures to collect bills against overseas card companies, and overseas The objection stage (1507) of the foreign card company objecting to the claim recovery action by the credit card company, the first return termination step (1508) of terminating the processing due to the receipt of the cancellation from the overseas merchant or the use of the customer, In the second return phase (1509), where a second payment is taken against the credit card company, a dispute with the foreign credit card company is being submitted to the arbitration committee. Step 1510, customer complaints via the action complaints end step 1511 to terminate the customer's complaint information is to be processed.

On the other hand, in each step of processing the customer complaints of Figure 15 above, a message suitable for each step is provided to the customer accessing the customer complaint management system of the present invention through the Internet, each step is provided to the customer The mesh is as follows. In other words, in the proof of sales step (1503), "(1) you have requested your usage history to an overseas card company, and we will contact you as soon as possible. (2) we have requested your usage history to an overseas card company, and we will contact you as soon as possible. Will process your payment. (3) I have requested your usage history from a foreign card company, and we will contact you as soon as possible. We will process your payment for a refund. " Among them, any one message suitable for the situation of each customer is selected and provided to the customer.

In addition, in the sales proofing step (1504), "You have sent your usage history. Please check. If you have any objections, please contact the person in charge. Your name (contact number) will be provided to the customer. It may vary.

Also, at the end of sales confirmation (1505), "(1) cancellation was received from overseas affiliated store. (2) It was confirmed that the member used, and the processing was terminated. (3) cancellation was received from overseas affiliated store. I've closed the processing and will charge you for the payment you've put on hold. (4) I've confirmed that you've used it, and I've closed the processing and will charge you for the payment you've put on hold. " Among them, any one message suitable for the situation of each customer is selected and provided to the customer.

In addition, in the 1st return step (1506), "(1) We took action to collect the bill against the foreign card company. If there is no objection by the foreign card company, the payment will be confirmed after 00 days. (2) We have taken action to recover the amount of the bill against the foreign card company, and if there is no objection against the foreign card company, the collection will be confirmed after 00 days, and we will refund the amount already paid. We have taken action to collect the charge against the foreign credit card company, and if the foreign card company does not have any objection, the collection will be confirmed after 00 days. In addition, we have collected the charges against the overseas credit card companies. If there is no objection to a foreign card company, the payment will be confirmed after 00 days, and we will refund the amount already paid (5) Suspected bad sales were taken to foreign card companies as before. ) We took the same action as to the foreign card company for the suspected bad sales. We will process the charges against payment. " Among them, any one message suitable for the situation of each customer is selected and provided to the customer. Here, "00 days" in the messages (3) and (4) is the number of days required according to the overseas card company.

In addition, the foreign card company's objection stage (1507) provides the customer with the message, "Overseas card company objected to our collectible action. We will take further action against foreign cards after the investigation."

In addition, in the first step of return termination (1508), "(1) the cancellation was received from the overseas merchant and the processing was terminated. (2) The processing was confirmed as used by the member and the proof received from the overseas card company was sent. (3) The cancellation was received from the overseas merchant and the processing was terminated, and we will claim the pending payment (4) The processing was confirmed as used by the member, and the certificate received from the overseas card company was sent. (5) Overseas card companies accepted our payment request and closed the processing (6) Overseas card companies accepted our payment recovery request and closed the processing We will refund your payment. " Among them, any one message suitable for the situation of each customer is selected and provided to the customer.

In addition, in the second return step (1509), the customer will be provided with the message, "We have taken a second payback action against the foreign credit card company. If there is no dispute with the foreign credit card company, it will be confirmed after 00 days." 00 days "is the number of processing days depending on the foreign card company.

The mediation stage 1510 also provides the customer with the message, "A dispute with a foreign card company has been filed with the arbitration committee. We will contact you as soon as the arbitration committee decides."

In addition, the complain action end step 1511 provides a message to the customer that the processing is terminated.

In addition, in the web reception rejection step 1502 to contact the person in charge and provides the name and phone number of the person in charge to the customer.

These messages, which are provided for each of the above steps, can be stored and managed in a database, or modified as needed.

Meanwhile, the above-described embodiments of the present invention can be written as a program that can be executed on a computer. And, it can be implemented in a general-purpose digital computer for operating the program using a medium used in the computer. The media may be stored such as magnetic storage media (e.g., ROM, floppy disk, hard disk, etc.), optical reading media (e.g., CD-ROM, DVD, etc.) and carrier waves (e.g., transmission over the Internet). Media.

So far I looked at the center of the preferred embodiment for the present invention. Those skilled in the art will appreciate that the present invention can be implemented in a modified form without departing from the essential features of the present invention. Therefore, the disclosed embodiments should be considered in descriptive sense only and not for purposes of limitation. The scope of the present invention is shown in the claims rather than the foregoing description, and all differences within the scope will be construed as being included in the present invention.

According to the present invention, first, a customer's complaint related to payment with a credit card of overseas expenses is analyzed and built into a database based on types of information such as sales characteristics, merchant business, use, cancellation, etc. By providing the customer with a step-by-step question and receiving a response from the customer, the customer can send his / her complaint to the credit card company accurately. In addition, the credit card company can establish the processing steps according to the complaints of each typed customer, and it is effective to process the work quickly and accurately by formalizing the processing rules for each step.

Second, by receiving customer complaints related to credit card payments incurred overseas via the Internet, it is possible to reduce the number of member inquiries and related work concentrated on the card company, thereby improving overall work efficiency. have. In addition, customers can register their complaints via the Internet 24 hours without going through the card company, and in the case of complaints already registered, it is convenient to see the processing status and processing results.

Third, member inquiries and complaints received through the Internet are reflected in the computer system of the card company in real time so that the customer's complaint handling staff can check them from time to time. By selecting the guide letter accordingly and sending it to the Internet server in real time, the members can be notified of the progress and processing results of the complaints they have received.

Claims (12)

In the method of managing customer complaints that occur at the time of credit card payment, (a) categorizing and storing the customer complaints according to the situation in which the customer's complaint occurs when using the card; (b) receiving a complaint from the customer according to the typed item and storing the customer's complaint for each typed customer complaint; (c) storing the processing of the complaint of the customer received; And (d) providing the processing situation to the customer in response to the customer's request. The method of claim 1, The categorization of customer complaints in step (a) includes categorizing customer complaints including at least one of the following items: ticket purchase, rental car use, hotel use, non-face-to-face transaction, cash service use, and card use abroad. How to manage customer complaints characterized by. The method of claim 2, The categorization of customer complaints related to the purchase of a ticket, the use of a car, or the use of a hotel may include at least one of the following: claims for redundancy of expenses, claims for an amount different from the actual amount used, claims for an unknown amount, and delays in receipt of a cancellation. A method of managing customer complaints, characterized in that the customer complaints are typed. The method of claim 2, The categorization of customer complaints related to the use of the cash service includes at least one item of overlapping charges, a charge of which is different from the actual amount used, or an unknown amount if the charge is denied in the ATM. Customer complaints management method characterized in that the type of customer complaints comprising a. The method of claim 2, The categorization of the customer complaints related to the use of the card abroad includes at least one of the card payment rejection at the general card merchant, the inability to read the card at the merchant terminal, and the refusal of the approval, or the difficulty of checking the location of the ATM. A method for managing customer complaints, characterized by categorizing customer complaints including at least one of complaints and rejections. The method of claim 2, The non-face-to-face transaction-related customer complaints are categorized into customer complaints including at least one of internet shopping costs, internet paid site usage fees, international phone usage fees, seminar attendance fees, school fees, and periodical subscription fees. Customer complaints management method characterized in that. The method of claim 6, The type of customer complaints related to the payment of the Internet shopping fee and the periodical subscription fee may be duplicated charges, different from the actual use amount, billed later than the actual use date, an unknown amount of charge, an order or an item requested. Characterized in that the customer complaints, including at least one item of the order or application received or other items received, damaged goods received, canceled after the order received if the goods received How to manage customer complaints. The method of claim 6, The type of customer complaints related to payment of access fee for internet pay site is a type of customer complaints including at least one item of overlapping charges and free use periods, but when a fee is charged and membership withdrawal is not possible. Customer complaints management method characterized in that In the system for managing customer complaints that occur at the time of credit card payment, A customer complaint type management unit which receives type information of customer complaints and stores and manages it in a database; A customer complaint management unit for receiving complaints from customers according to the types of customer complaints and managing complaints of the received customers; And Customer complaints management system comprising a customer complaints processing status management unit for receiving and managing the processing status information on the received customer complaints. The method of claim 9, The customer complaint management system is connected to the computer of the card company through a communication network, such as the Internet, customer complaint management system, characterized in that it operates and operates independently of the computer of the card company. In the data structure that stores customer complaints that occur during credit card payment, (a) a field for storing a customer complaint typed according to a situation where a customer complaint occurs when using a card; (b) a field for storing customer complaints for each of the typed customer complaints; (c) A computer-readable recording medium having recorded thereon a data structure including a field for storing processing of a customer complaint stored for each type. A non-transitory computer-readable recording medium having recorded thereon a program for executing the method of claim 1.