Main Training Document:
https://docs.google.com/document/d/19oW16_xSiEBt81EPANR6V3gDOCGi9sm4/
Always say: - “Card on file expired” - “Bank flagged the auto-renewal” - “Charge didn’t go through this cycle” - “Held your order so it didn’t ship” - “Subscriber rate locked in”
Never say: - “Insufficient funds” - “Declined” - “Rejected” - “Failed payment” - “Past due”
Never put a customer on hold for more than 30 seconds without checking in
If you need to look something up, narrate it: “Let me pull that up real quick, give me 10 seconds”
Silence kills calls faster than bad news
Branch Map
All “Section” references below point to subsections inside the Phone Script, not the top-level kit sections.
FRAUD_SUSPECTED is not a recovery call. Tell the customer to call their bank, then end the call politely. Do NOT push for a card update. Pressuring on a fraud flag damages the brand and may violate processor rules.
INVALID_PURCHASE_TYPE means same-card retry is impossible. Never tell the customer “let me try that again with your existing card.” It will fail again. Always ask for a different card.
MERCHANT_ACCOUNT_ERROR is OUR fault, not theirs. Apologize, retry on the call, and never blame the customer or their bank.
Quick reference for agents during recovery calls. Use this to confirm what product the customer is on, quote pricing, and offer product swaps as a recovery option if the current product isn’t working for them.
All prices below assume monthly subscription = 20% off retail. Quarterly = 25% off.
Every bracketed [Placeholder] in this kit needs to be filled in before the call (or live during it). This section is the master list so a new agent knows exactly where to find each value and what NOT to do.