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:
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.
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.