Nymbus VIP Policies

Benefits:

Free products every month by only paying the cost of shipping (Up to 10 products monthly)

Up to date knowledge on when a new product is added in the store.

Save almost $100 every month.

Either of the following - depending on the current promotion:

VIP benefits + 10% off the order cost

VIP + FREE item

What is a VIP Membership?

VIP membership allows the customer to get access to free products every month from a variety of brands by only paying Shipping and Handling and be enrolled to a subscription.

How it was ordered?

During checkout, there's a box that shows customer agreed to the VIP membership below where their information is filled.

How does it work?

Once the customer agreed to be a member, they will receive an Activation Email where they would have to activate their account by setting up a password. It also has the link to our VIP store.

VIP Website: 

ACTIVE:

https://lashcosmeticsvip.com/

https://floralsecretsvip.com/

https://invisiliftvip.com/

https://fitcharmvip.com/

https://browcharmvip.com/

https://indestructibletightsvip.com/

https://secretlanevip.com/

https://browprovip.com/

VIP orders can be accesses thru the same CRM https://crm.checkoutchamp.com/customer/cs/ and their respective VIP shopify CRMs (<<< Click)

VIP Technical Issue

Unable to access VIP account or Order VIP items

If the customer is interested in keeping the VIP account,  but is having a hard time accessing their account or is unable to order VIP items, even after a walk through, please send CIF.  You can advise that you will forward to technical team.

Refund and Cancellation Tools:

Cancellation Tools:

• Explain how they were signed up

• Explain VIP membership benefits & Probe if they have activated their VIP account.

  • If not activated, advise to activate first. Inform the customer about the activation email that they receive.

    • If no access, please resend using the instructions below:

      1. Please make sure the customer's email address on Shopify and check out champ is correct.

      2. Access the customer's VIP account through VIP Shopify <<< Take Note - Not the main Shopify

      3. Go to the Customers Tab

      4. Click on MORE ACTIONS

      5. Click on RESEND ACCOUNT INVITE

• Cancel

**CANCEL INSTRUCTION**

**Remove the VIP tag found in the customer's shopify account 

**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.

**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.

** All VIP cancellations should be posted in this doc:

https://docs.google.com/spreadsheets/d/1eKAoWTVceSluW3IUXV-RtU4JqnYd1OnT-TXnfd_3zTk/edit?hl=en&forcehl=1&gid=1844457860#gid=1844457860

Refund Tools:

• Deny (Situational):  If there is a VIP item/s ordered. If they used the benefit, please cancel VIP only and deny the refund request. If they insist, or they get irate,  you can refund but do not refund the month when they utilized the subscription, unless of course, if there's a valid threat.

• Save (Situational): If during the call, the customer conveyed that they liked the main order, we can offer a free item (1) for each month they were billed.

• 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

No threat: Up to 2 months of refund.

Valid Threats: IRATE, FTC, AG, BBB, BANK

• 100% Full Refund

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 7 out of 10 or more (raising voice, making threats, anything government or attorney related extremely frustrated), refund what is asked. Prioritize customer satisfaction.

NOTE: All Threat Calls should be submitted on the form below:

https://docs.google.com/forms/d/e/1FAIpQLScIy0V3O-VKl-vwI_XcoQo91VpTkjLeOwXkj80ODurPk9WMAA/viewform

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 

VIP Refund Related Reminders:

• Please always check if there is a VIP item/s ordered. If they used the benefit, please cancel VIP only and deny the refund request.

• If they insist, or they get irate,  you can refund but do not refund the month when they utilized the subscription, unless of course, if there's a valid threat.

• If order is not received for whatever reason and we refunded the entire order,   we need to also cancel VIP proactively. Only explain VIP if they asked about it.

Fulfillment Instructions for VIP Cancellation of Unfulfilled orders

Image below shows  how an order with VIP + free item looks like now. Moving forward, for customers requesting to cancel ViP for unfulfilled orders, please make sure to also remove the "FREE" item AND  do not forget to set the refund amount to zero (0)  or else, it will be deducted to the order cost.