Our Job:
Our Job is to build value. For them to find value in using our product as we offer the best yet affordable orthopedic products in the market.
Our refund Policy is very simple, we must make sure to de-escalate and satisfy our customers.
Refund Tools:
Fact Find/Probing Question, Build Value, Explain Order
25% Partial Refund
Mail Story
50% RMA downsell
RMA
Valid Threats: IRATE, FTC, AG, BBB, BANK
25%, 50%, 100%
Goal is customer satisfaction.
Refund Policy:
Cancellation within 24 hours. Orders outside 24 hours can be returned within 60 days of receiving an order. To be eligible for a return, item must in the same condition it was received. It must also be in the original packaging.
For FlexiKnee
Single pack orders - no need to return for any refund requests within 60 days upon receipt.
Multiple pack orders - Return for any unused products but still refund as a whole.
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."
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 THE ORDER ID IN SHOPIFY). Please put that on the outside of the package and return to:
West Coast FBA Prep (mLab)
23831 Via Fabricante
Suite 302
Mission Viejo, California 92691
**Note: Please have the contact us to provide tracking information via email or phone so we can expedite your refund**
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."
NOTE: All Threat Calls should be submitted on the form below:
https://docs.google.com/forms/d/e/1FAIpQLSeM0Qjykd_y5QwBMHLC71VUTgs2WILYES1fu_jvaoyQXR8Orw/viewform
Returned Product (Delivered)
If customer provided tracking for the return and it shows delivered. Inform the customer that it will be checked and processed by the warehouse. Submit CIF.
Refund Instructions:
All Refunds are to be processed on Konnektive.
Do not issue refund on Shopify, unless it was a Shopify order (not found on Konnektive)
MODIFICATION for SAME DAY CANCEL
Same Day Cancel (Upsell only) - If customer only cancels the upsell part, send fulfillment cancellation request to your supervisor via chat. Refund in Konnektive ONLY. No modification in Shopify.
Same Day Cancel (Whole order) - If customer cancels the whole order, Refund/Void in Konnektive then cancel the order in shopify but do not refund. When cancelling the order, there will a prompt that show up. Click the checkbox that says "Refund Later".