1/11/2006 12:00:00 AM
3 adds new cashback rules
3 has issued a list of minimum standards that retailers must meet in response to the ‘increasing amount of customer queries into the contact centre regarding cashback’, the operator has told staff in a dealer bulletin.
3’s call centres have often been left to pick up the pieces when cashback deals have gone wrong.
3 has demanded that all sales channels offering cashback make it clear that it is a redemption offer made by the retailer, not 3. The offer must be explained clearly and backed by an adequately staffed customer care centre.
The demands, which were issued in a dealer bulletin, follow the increasing number of failed or absent mobile dealers that have left customers expecting the operator to carry the can when cashback goes wrong.
The criteria are designed to prevent confusion among customers and encourage good practice, but could also lay the groundwork for a further clear-out of dealers that do not adhere to the standards.