Our Job:
Our Job is to build value. Our goal is to be a bonified, trusted household name for people looking for health & wellness products online.
This product has a lower cost than most of our campaigns. Our refund policy is very simple. We must make sure to de-escalate and satisfy our customers.
Refund Tools:
Explain Order
100% Store Credit
25% Partial Refund
RMA Mail Story
50% RMA Downsell
RMA
Escalated Threats: Lawyer, Bank, BBB, AG or FTC:
25% Partial Refund
50% Partial Refund
Full Refund
Refund Policy:
Our refund, return and exchange policy is valid for 30 days from when they received the product. If 30 days have passed after they received the product, we will not be able to provide any sort of refund, exchange or return.
Additional Policies:
Same Day Cancellation - Orders can be canceled within 24 hours. Even though, the order can be canceled we still want to try to save it.
We will not grant any additional refunds - If a customer previously accepted a partial refund then asked to get more refunds, we will deny the refund
If valid threat - you can refund.
All Full Refunds - Submit here:
GEAR - Full Refunds Form
Submit all full refunds in this form (VIP not included)
https://docs.google.com/forms/d/e/1FAIpQLSfyGcbZh0PUN0jMtfcMjd2-OoKuwJB8M33mfcUZO1zwZxDlCw/viewform
Replacement Request:
We only replace items if they are defective or damaged. If customer need to exchange it for the same item, Advise to send us an email at support@gearelevation.com and attached the photo of the product and the tracking number then send the item to:
11835 N 19th Ave
Unit #148
Phoenix, AZ 85029
**Note: Please have them email us a photo receipt of the tracking information to expedite your refund/exchange**
They will be responsible for paying shipping costs for returning the item. Shipping costs are non-refundable.
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.
100% Store Credit
As refunds take up to 7-14 days for completion, what I can do is give you a 100% store credit in the amount of ($X the amount that customer paid). This credit does not expire and is applicable to everything in our store. This way, you can keep the order and you can spend this store credit on any of our products offered on our website.
Submit here if customer accepts:
NOTE: If the customer agrees to the store credit, this does disqualify them from getting an actual refund for the order.
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."
Issue RMA
"OK (CUSTOMER NAME), grab a pen and some paper, I have some important information for you to take down to process the return properly (WAIT FOR RESPONSE). OK your RMA number is (GIVE NUMBER). Please put that on the outside of the package and return to: 11835 N 19th Ave, Unit #148, Phoenix, AZ 85029
Refund in Full for 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."
Return Verification:
Please advise the customer to send an email to our support team with the photo receipt of the tracking information to expedite the refund.
If customer claims that it was sent back to them, please still have the customer send an email with the tracking receipt/information for refund processing.