Nymbus:
Take Call
Modify account / Add notations (Both CRMs)
Submit CIF if necessary
All Refunds - Submit to: NIMBUS All Refunds Form
UPDATES & Reminders
Campaign Reminders:
Follow Refund and Cancellation policy strictly
Follow the Refund Processing Guideline and Cancellation Process
Submit refund calls to the refund form.
Remember to always leave notes on both CRMs
3.10.2026
Nymbus Update: Expedited Shipping Fee Refund
ESF may be included as part of a partial refund offer since it is considered part of the upsell order total. Please ensure this is reflected correctly when calculating partial refunds.
2.13.26 / 2.17.2026
Canada Customers Return Address:
Nymbus LLC
2967 Dundas St. W. #340D
Toronto, ON M6P 1Z2
This update is critical to ensure Canadian returns are routed correctly. Using the Canada return address helps prevent our client from being charged high import tariffs and additional duties.
Please ensure this address is used for all Canada-based returns.
Link:
https://sites.google.com/profitexpansiongroup.com/nymbus/home/policies-and-procedures
2.3.26
Nymbus - Refund Forms Update:
A separate refund form will be used for VIP refunds moving forward. Please refer to the links below for your reference.
All VIP Refunds
https://docs.google.com/forms/d/e/1FAIpQLScgQ3sSzi8bWy3LJoTe9jGjhYiAoY-jYcRAGrX9yRo4rsErLA/viewform
All Product Refunds
https://docs.google.com/forms/d/e/1FAIpQLScIy0V3O-VKl-vwI_XcoQo91VpTkjLeOwXkj80ODurPk9WMAA/viewform
Updated pages:
https://sites.google.com/profitexpansiongroup.com/nymbus/home/policies-and-procedures
https://sites.google.com/profitexpansiongroup.com/nymbus/home/vip-policies
10.10.25
Nymbus VIP Refund Policy Update
Refund request for other VIP Charges:
ONLY IF VALID THREAT & VERY IRATE CUSTOMERS -
Inform the customer that we can only refund up to 6 months only.
If insists:
Gauge the customer - If anger level is about 7 out of 10 (raising voice, making threats, anything government or attorney related extremely frustrated), refund what is asked. Prioritize customer satisfaction.
Link: https://sites.google.com/profitexpansiongroup.com/nymbus/home/vip-policies
9.10.25
Nymbus Refund Policy Update 9/10 - updated from yesterday
Refund Policy:
We can cancel or remove part of UNFULFILLED orders within 24 hours ONLY. All UNFULFILLED orders outside 24 hours and marked as fulfilled orders can be returned within 30 days of receiving the order.
9.9.25
NYMBUS REFUND POLICY UPDATE 9/9/2025
Moving forward, we will only cancel an order/refund upsells if the cancellation request is received within 24 hours of when the order was placed.
Sometimes, an order may still appear as unfulfilled in Shopify, but it is already “technically” fulfilled because the request to fulfill is in progress ( if already more than 24 hours since the time the order was placed)
In these cases, we’ve been processing unnecessary refunds, thinking the orders were still unfulfilled.
New rule:
If the request comes in after 24 hours, inform the customer the order is already fulfilled.
You can still try to save the sale.
If the customer refuses all offers, advise them to return the items once received (unless there are threats)
This is for everyone's strict compliance! Thank you!
https://sites.google.com/profitexpansiongroup.com/nymbus/home/policies-and-procedures
Refund Policy:
We can cancel or remove part of orders within 24 hours ONLY. All fulfilled orders can be returned within 30 days of receiving the order.
Additional Update:
For cancellations caused by a threat where we refunded the upsell or the order, please continue to follow our old process. Send the order details via chat, and we’ll forward them to the client team to confirm if fulfillment can still be canceled.
⚠️ This is ONLY for threat calls.
Reminder: Shopify’s timezone is EST and is in sync with our operating hours (EST). Please refer to the time and date in the CRM as the start of the 24-hour cancellation policy.
7.13
Nymbus Update: Sales Tax Refund Guide
Upsell Only Full Refund - We can process the refund including the sales tax.
Upsell Only Partial Refund - We do not compute the partial refund with the tax - but we can refund if the customer make a fuss about it. Goal is customer satisfaction.
Core Full Refund - We can process the refund including the sales tax.
Core Partial Refund - We do not compute the partial refund with the tax - but we can refund if the customer make a fuss about it. Goal is customer satisfaction.
6.30
Nymbus Update: Benefits updated from 5 items each month to 10. Added Push Back to VIP Refund Policy. We push back once to get the customers accept the 50% partial refund. We still proceed to 100% if customer insists.
Link:
https://sites.google.com/profitexpansiongroup.com/nymbus-101/home/vip-policies
Benefits:
Free products every month by only paying the cost of shipping (Up to 10 products monthly)
Refund Tools:
50% Partial Refund
Pushback (Explain that they signed up and were able to get the benefits - discount / free item and free shipping)
100% Full Refund
6.17
Nymbus Update: Return Verification Update
Return Verification:
If a customer calls to provide tracking for the returned product and it shows delivered - Please advise the customer to send an email with the return tracking along with the return receipt.
During RMA:
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: 3811 Ditmars Blvd #1058 Astoria, NY 11105
**Important Note to the customer: Please inform the customer to keep the return receipt and have them contact us to provide tracking information via email so we can expedite the refund**
https://sites.google.com/profitexpansiongroup.com/nymbus-101/home/policies-and-procedures
6.10
Nymbus Update: Cancel Instruction Reminder
**CANCEL INSTRUCTION**
***When cancelling a VIP account, please cancel on the main order and not on the recurring one. A glitch was found that account may still be billed if not cancelled using the main order.***
ADDED: ***If a customer has multiple active VIP membership on the account. Even if from different stores, we need to proactively cancel other subscriptions and leave ONE (1) active. This is to make sure there are no multiple VIP billings for a single customer.***
6.10
Nymbus Update: VIP Policy Reminder
Refund request for other VIP Charges: ONLY IF valid threat -
Inform the customer that we can only refund up to 6 months only.
If insists, for charges outside 6 months, please advise to send an email to our escalations team at sarahrobinson.nymbus@gmail.com