Our Job:
Our Job is to build value. For them to find value in using our product as we offer the best yet affordable eyelash cosmetcis.
Our refund Policy is very simple, we must make sure to de-escalate and satisfy our customers.
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.
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.
30% 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 NUMBER). Please put that on the outside of the package and return to:
USA Customers Return Address: 3811 Ditmars Blvd #1058 Astoria, NY 11105
Canada Customers Return Address:
Nymbus LLC
2967 Dundas St. W. #340D
Toronto, ON M6P 1Z2
**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**
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."
Refund Tools:
Fact Find/Probing Question, Build Value, Explain Order
30% Partial Refund
Mail Story
50% RMA downsell
RMA
Valid Threats: IRATE, FTC, AG, BBB, BANK
Fact Find/Probing Question, Build Value, Explain Order
50% Partial Refund or Mail Story + 50% RMA Downsell (ONLY IF CUSTOMER INITIALLY REQUESTED TO RETURN - and within return time frame)
RMA (ONLY IF CUSTOMER INITIALLY REQUESTED TO RETURN - and within return time frame)
100%
Goal is customer satisfaction.
Refund Request outside Policy:
No threat
Deny refund requests outside 30 days - explain return policy
IF Valid threat IRATE, FTC, AG, BBB, BANK (within 90 days only)
Deny refund requests outside 30 days - explain return policy
Replacement or Partial Refund (50%) whichever is the refund reason
If return request, RMA for full refund.
Full refund - if declined all other offers.
Refund Error Guideline:
IMPORTANT:
Never try to re-process a refund error (unless a same day refund error)
Do not refund if flagged as chargeback or with PayPal case note on Shopify
If insisting to get a refund, please advise to send an email to our escalations team at sarahrobinson.nymbus@gmail.com.
For Non-Paypal Orders:
If non-same day refund error, please ask if customer opened a dispute with the bank.
If opened dispute, please advise to contact bank to drop the dispute. Once done, they should send a confirmation from bank that the dispute was dropped to our email support before we can refund.
If no dispute / report as fraud / no active investigation by bank, please ask for paypal email for manual refund processing.
For Paypal Orders:
Always double check in Shopify if there is a note from the support team saying that there is an open case.
If there is, treat as chargeback.
If customer said they disputed with paypal but no notes;
Please advise to contact paypal to drop the dispute. Once done, they should send a confirmation from Paypal that the dispute was dropped to our email support before we can refund.
If none of both, please verify paypal email for manual refund processing.
UPDATE: Refunds should be submitted on the forms below (select one depending which product was refunded):
All Product Refunds
https://docs.google.com/forms/d/e/1FAIpQLScIy0V3O-VKl-vwI_XcoQo91VpTkjLeOwXkj80ODurPk9WMAA/viewform
(Added a button if the there is an agency threat during the call)
All VIP Refunds
https://docs.google.com/forms/d/e/1FAIpQLScgQ3sSzi8bWy3LJoTe9jGjhYiAoY-jYcRAGrX9yRo4rsErLA/viewform
UPDATE: Legal action/Lawyer/Atty threat:
Please send the following information on the Campaign assistance GC after the call:
ORDER ID:
CUSTOMER NAME:
EMAIL:
ISSUE AND RESOLUTION:
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.
Same-Day Cancel Exemptions:
Their in-house email team only put notations on the Shopify CRM. For same day cancel requests in email, since they offer and wait for the customer's response, they leave a note in shopify that say "PLEASE DO NOT FULFILL THIS ORDER YET" (the same process where we leave note for same day change size updates).
In the event that customer contacts us outside the 24 hours and still but we see that the fulfillment is placed on hold (referring to the email team process), we can refund.
Fulfillment Cancellation Notice:
If you refunded a fulfilled order (recently fulfilled - within a day or 2) or part of an order and there is no tracking number yet, or the tracking has not moved yet or not found --- Please forward the order number to your immediate supervisor for client documentation. They will try to stop the shipment of refunded items if possible.
Format:
Campaign / Shopify Order #
What Item was cancelled and refunded
Refund amount
Example:
Lash Cosmetics / #12345
Lash Cosmetics x 1
$19.99