Our Job - Build Value:
Refund Policy:
Our refund and return policy is valid for 90 days from when they received the product. If 90 days have passed after they received the product, we will not be able to provide any sort of refund, exchange or return.
Refund Tools:
Cancel / Refund Requests - Unfulfilled Orders:
Fact Find / Probing Question, Build Value, & Explain Pricing
Price Match
30% Partial Refund
50% Partial Refund
Full Refund
Cancel / Refund Requests - Fulfilled Orders (In transit)
Non Threat:
Fact Find / Probing Question, Build Value, & Explain Pricing
Explain & Callback: Explain it cannot be canceled mid-transit, but they return for refund. Call us back once it arrives.
If insists for refund - Save offers
Price Match
30% Partial Refund
Mail Story
50% RMA Downsell
Full refund
Refund Requests - Delivered Orders
Non Threat:
Fact Find / Probing Question, Build Value, & Explain Pricing
Price Match
30% Partial Refund
Mail Story
50% RMA Downsell
Full Refund
Escalated Threats: Irate, Lawyer, Bank, BBB, AG or FTC
Full Refund
Refund Time Frame
7-10 Business days
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.
Explain & Call back for return details:
"I completely understand wanting to get this cancelled. Because the package is already with the courier and in transit, we legally cannot stop or redirect the shipment mid-delivery. However, you absolutely have the right to a refund; as soon as the package arrives, just reach back out to us by phone or email, and we will immediately provide you with the return instructions."
Save offers
If the customer responds with, "I don't want to wait," or "Can't you just refund me now?" the agent smoothly pivots to save the sale.
Partial Refunds in Lieu of RMA / Price Match
30% Partial Refund / Price match if necessary
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:
The customer need to pay for shipping it back which ranges from $10-$20 depending on the courier they will choose.
Delivery time depends on the shipping service they will choose - ranges from 3-10+ business days
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% Partial Refund of (REFUND AMOUNT) and you can continue to use the product."
Full Refund
"OK (CUSTOMER NAME), we do not want unhappy customers. I have gone ahead and issued you a 100% refund. Please expect the refund to post back into your account in 3-5 business days.
Fulfillment Modification Notice (Internal Escalation Process)
If an order meets one of the following criteria—and the tracking status is still extremely fresh (Tracking Received today/yesterday, status showing Info Received, or tracking hasn't moved yet), you must send a cancellation / modification notice to your supervisor:
Full Refund: If a full refund was issued, for a part of the order or the whole order during the interaction, and we need to attempt stopping the shipment to prevent product/shipping loss.
Address Correction: Shipping address updates (e.g., missing unit #, gate code, delivery notes) are needed to prevent a failed delivery.
Held Orders: A held order has been resolved by CS and is ready to be re-queued for processing.
Standard Customer Response (for applicable scenarios only): "At this stage, we’re no longer able to modify the order from our side. However, I’ll check whether there’s any possibility of submitting an internal request to our warehouse. I can’t guarantee they’ll be able to make any changes, but we’ll certainly try if the order is still at a very early processing stage."
Escalation Process: Agents must not promise or guarantee any changes to the customer. Agents will continue following standard SOP while immediately forwarding the details to their Supervisor/Admin using the format below for internal review:
Campaign / Shopify Order #:
Issue Type: (Full Refund / Address Correction / Held Order Resolved)
Action Taken & Details: (e.g., Refund Amount & Item cancelled / Specific address detail added)