Our Job:
Customer service ensures a smooth and transparent refund process by educating customers on policies, verifying refund eligibility, and processing requests efficiently.
Refund Tools: (Standard Policy)
Explain Order & Build Value
20% Partial Refund
RMA Mail Story (Skip if customer is upset/irate on set after initial offer)
50% Downsell (Skip if customer is upset/irate on set after initial offer)
Refund in Full - No Returns
Escalated Threats: Irate, Lawyer, Bank, BBB, AG or FTC: (Standard Policy)
50% Partial Refund
Full Refund
Refund Policy:
Customers have 30 days from receiving their order to request a return. Items must be unused, in original packaging, and include proof of purchase.
Refund Pitch:
Fact Find / Probing Question, Build Value, & Explain Pricing
Probing questions are intended to promote critical thinking as well as to get the person asked to explore their personal thoughts and feelings about a particular subject.
Build product value by providing product benefits.
Pricing explanation helps the customer understand what was purchased.
Partial Refunds in Lieu of RMA.
25% Partial Refund
Explain Mail Story
Explain the hassle of returning the product before getting a refund, basically making them understand that our save offers are better than waiting around for a refund.
The hassles of returning the product - customer need to pay for shipping it back, then wait 2-3 weeks regarding an update from email if the product is eligible for refund.
RMA Downsell
"I have been approved to issue you an immediate 50% refund of (REFUND AMOUNT) and you can continue to use the product."
Refund in Full - No returns (Irate/Upset & Valid Threats)
"(Customer Name), We don't want to make you upset. I can issue a courtesy refund back to you today. There will be no more future billings."