Our Job:
Customer service ensures a smooth and transparent refund process by educating customers on policies, verifying refund eligibility, and processing requests efficiently. They also offer alternative solutions (exchanges, store credit) to retain customers, prevent fraudulent claims, and coordinate with finance and logistics teams. Additionally, they analyze refund trends to improve products and reduce return rates. Their goal is to balance customer satisfaction and company interests while maintaining brand trust.
Refund Tools: (Standard Policy)
Explain Order & Build Value
20% Partial Refund
RMA Mail Story
40% RMA Downsell
40% Refund + Store Credit (Typically no returns - Offer Gift Card)
Refund in Full (Irate/Upset & Valid Threats)
Escalated Threats: Irate, Lawyer, Bank, BBB, AG or FTC: (Standard Policy)
20% Partial Refund
40% 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. To start a return, customers must contact support@orderolly.com and send the item to the specified return address.
Damaged/Incorrect Items: Report issues immediately for evaluation and resolution. Send a photo on our email suppor for proof.
Non-Returnable Items: Perishable goods, custom items, personal care products, hazardous materials, sale items, and gift cards are not eligible for returns.
Exchanges: Customers should return the item first and place a new order separately.
EU 14-Day Cooling-Off Period: EU customers can cancel or return orders within 14 days without justification, following the same return conditions.
Refunds: Once approved, refunds are processed to the original payment method within 10 business days. If not received within 15 business days, customers should contact support.
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.
20% 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 40% refund of (REFUND AMOUNT) and you can continue to use the product."
40% Refund + Store Credit (Typically no returns - Offer Gift Card)
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) plus the 40% partial refund. 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.
Store Credit request form:
https://docs.google.com/forms/d/e/1FAIpQLScfgKSCaJOMuWLMeAwly-KD03gyoD4lX1CacNBYu6Mz1GDcMA/viewform
Refund in Full (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."