Spot when a customer invokes a legal right

Fields

• Market (EU, UK or US)
• Channel (email, chat, call transcript, web form)
• The whole contact

Questions

1. Which right does the customer mainly invoke in this contact? Choice

   Use the rights and phrasings in the context. When the customer invokes more than one, pick the first in this order: Payment dispute, Hardship, Data request, Cancellation. The other rights are answered by their own questions.

   • Payment dispute The customer says a payment was not theirs, was wrong, or paid for something that never arrived or was not as agreed.
   • Data request The customer asks to see, copy, correct, delete, move or restrict their personal data, to object to or stop a use of it, or to withdraw consent.
   • Cancellation The customer asks to end the account, card, contract or subscription.
   • Hardship The customer says they cannot pay or are struggling, and asks for help or time.
   • No right invoked The customer asks a question or makes a request that is none of the rights in the context.

2. Does the customer say a payment, charge or transfer was not made or allowed by them, or is wrong? Yes / No

   Count a customer who says a payment, charge or transfer was not made or allowed by them; was taken twice, for the wrong amount or after they cancelled; paid for goods or services that never arrived or were not as agreed; or that a promised refund or cash from a machine never reached them. Count it however it is worded, including "I don't recognise this payment", and a question such as "what is this charge?" when the customer also says it is not theirs. Do not count a plain question about a payment the customer accepts. This can be the notice that starts a legal or scheme clock: code decides which clock applies, and people decide whether the claim is valid. Yes: The customer says a payment is not theirs or is wrong in one of these ways. No: The customer disputes no payment, or only asks about one they accept.

3. Does the customer say they did not make or agree to a payment? Yes / No

   Count "I did not make this", "I don't recognise it and it wasn't me", a lost or stolen card used by someone else, and a payment taken after they withdrew consent. Do not count a payment they made that went wrong or bought something that did not arrive. Yes: The customer says they did not make or agree to a payment. No: The customer says no such thing.

4. Does the person getting in touch ask to exercise a right over personal data, such as seeing, correcting or deleting it, or stopping marketing? Yes / No

   Count a request to see or get a copy of personal data, to be told what is held or who it was shared with, to delete, correct, move or restrict it, to object to a use of it, to stop marketing, to opt out of its sale or sharing, or to withdraw consent. Count it in any words, such as "everything you have on me" or "the notes about me", whether or not a law or right is named, and when it sits inside a message about something else. A request for a routine document, such as a payslip, an invoice or an employment letter, is not a data request. Read only what the person getting in touch says, not the agent. Yes: They make at least one such request about their own data or the data of someone they act for. No: They make no such request. A general question about the privacy policy is No.

5. Does the customer ask to end their account, card, contract or subscription? Yes / No

   Count a clear request to end it, in any words. Do not count cancelling a single payment or order, and do not count a customer who only says they are thinking about leaving. Yes: The customer asks to end the account, card, contract or subscription. No: The customer does not ask to end it.

6. Does the customer say they cannot pay or are struggling to pay, and ask for help or time? Yes / No

   Count both parts: a statement that they cannot or can barely pay, and a request for help, more time, a pause or a lower payment. Yes: The customer says both. No: The customer says neither, or only one of the two.

7. Is the person getting in touch acting for someone else, such as a relative, carer, parent, lawyer or claims firm? Yes / No

   Count anyone who says they are getting in touch for the person whose account or data it is. Someone who writes for themselves and copies in a lawyer is acting for themselves. Yes: The person says they act for someone else. No: The person acts for themselves, or makes no request.

8. How clearly does the customer invoke the main right? Choice

   Judge the main right only.

   • Named The customer names the right, the law or the form, such as "subject access request" or "chargeback".
   • Clear in plain words The customer does not name it, but there is no doubt what they are asking for.
   • Could be only a question The words could be a question about the right rather than a use of it, such as asking how disputes work.
   • No right invoked The customer invokes none of the rights in the context.

9. Does the agent take up the request, or send the customer elsewhere? Choice

   Look only at the agent's words about the rights the customer invokes, and use the last point in the context.

   • Taken up The agent says the request is being raised or passed to the team that handles it, or explains how and when it will be handled.
   • Sent elsewhere or missed The agent tells the customer to contact the merchant, the bank or another team, answers something else, or ignores the request.
   • No right invoked The customer invokes none of the rights in the context.
   • No agent reply in the text The text holds only the customer's words.

10. Is there enough in the text to tell what the customer is asking for? Yes / No

    Answer No when the text is cut off, too short, only an attachment note, or so damaged by transcription errors that a careful reader could not tell what the customer wants. Yes: A careful reader could tell what the customer is asking for. No: The text is too incomplete or garbled to tell.

Lens columns

main_right, main_right_probability, payment_dispute, payment_dispute_probability, unauthorised_claimed, unauthorised_claimed_probability, data_request, data_request_probability, cancellation_request, cancellation_request_probability, hardship_request, hardship_request_probability, on_behalf_of_other, on_behalf_of_other_probability, clarity, clarity_probability, request_handled, request_handled_probability, enough_information, enough_information_probability