Subscribe & Save

Subscribe & Save (Shopify Account  + Loop Subscription)

• Customer clicks through to the Shopify store and selects Subscribe & Save at checkout

• Managed by Loop Subscriptions (Shopify app)

• Billing: monthly, bi-monthly, or quarterly

• Customer can self-cancel, skip, or pause via the Loop customer portal

• Loop sends a payment reminder email before each renewal

Subscribe & Save Pricing

Customers can order 1x, 2x, or 3x of a product. The more they order, the bigger the discount.

Layer 1 - Frequency discount (Loop): Monthly 15% off | Every 2 months 10% off | Every 3 months 5% off

Layer 2 - Quantity discount (stacks on Layer 1): 1x: no extra | 2x: ~10% additional | 3x: 25% additional

Active discount code: WELCOME15 (15% off + free shipping) - goes to all new subscribers via email and SMS

Modification Instructions (Subscribe and Save)

1. Renewal not yet charged -  Cancel subscription. No refund needed - nothing was charged

2. Renewal charged, order not yet fulfilled  - Cancel subscription +  Cancel order in Shopify + refund (If refunded)

3. Renewal charged, fulfilled < 24hrs ago  - Cancel subscription + Refund & Forward to Supervisor for Fulfillment cancellation (If refunded)

4. Renewal charged, order shipped / in transit - Cancel subscription + Refund and Keep (If refunded)

5. Renewal charged, order delivered - Cancel subscription + Refund and Keep (If refunded)

Note: Fill this doc for all subscription cancellation.

https://docs.google.com/spreadsheets/d/1eczrYLLsD1rWOd3CLopIXWXsApzBNZSFFvnh47pUedc/

Fill this form for all refunds processed:

https://docs.google.com/forms/d/e/1FAIpQLSeGvSRrw3Uo8EcsJTDf2WBZL9MNeH_bNl_IHublnu1dOUI9wQ/viewform

Refund Policy / Procedure:

• Policies

  • 30-Day Window: Our refund policy is valid for 30 days from the date the product was received. Beyond this 30-day window, we cannot provide refunds, exchanges, or returns.

  • Cancellation Window: We can cancel UNFULFILLED orders within 24 hours. Exceptions apply based on payment capture and fulfillment status (see Procedure).

  • Weekend Processing: Note that order processing times may increase to 24–48 hours over weekends.

• Procedure:

  • Check Shopify Order status. Orders go through a pre-authorization which usually holds payment within 24 hours. 

    • If an order's payment has not been captured, you can honor the cancellation regardless of how much time has passed if a customer declined all saving attempts. These orders have not yet been sent to fulfillment.

      • Action: Cancel the order in Shopify

      • Communication: Confirm the cancellation to the customer and inform that the hold on the payment will be released and transaction will fall off shortly.

    • If Payment IS Captured & Fulfillment is "In Process" or "Fulfilled", 

      • Action: Attempt a shipping cancellation. (Send notice via google chat)

      • Timeline: This is usually possible if within 24 hours of fulfillment acceptance, but cases may vary.

      • Communication: Do not cancel the order immediately. Inform the customer we are checking with fulfillment and will update them on the result.

    • If Payment IS Captured & Tracking is Active (Already Moved)

      • The order cannot be canceled. Follow refund tree.

IF same day cancellation: Send notice via google chat for fulfillment cancellation. Format:

• Shopify Order ID

• Email Address

• Product for Cancellation

Note: Fill this doc for all subscription cancellation.

https://docs.google.com/spreadsheets/d/1eczrYLLsD1rWOd3CLopIXWXsApzBNZSFFvnh47pUedc/

Fill this form for all refunds processed:

https://docs.google.com/forms/d/e/1FAIpQLSeGvSRrw3Uo8EcsJTDf2WBZL9MNeH_bNl_IHublnu1dOUI9wQ/viewform

Refund and Cancellation Tools:

Cancellation Tools:

• Explain how they were signed up

• Fact find and Build Value

• Saving Tools

  • Billing Extension

  • Product Swap

• Cancel

• Immediate Cancellation and Refund if threat.

Refund Tools:

• 50% Partial Refund

• 100% Full Refund

If Valid threat (IRATE, FTC, AG, BBB, BANK, Lawyer)

• 100% Full Refund

• If disputed: Go here - Already Contacted Bank

Cancellation Pitch:

1. Fact Find / Probing Question, Build Value, & Explain Pricing / Terms and Conditions

   • 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.

   • Explaining terms helps the customer to understand why they were billed:

     • It looks like you opted into our Subscribe & Save program during your initial checkout.. This program is designed to take the guesswork out of your routine while ensuring you get the best possible price.

     • You are currently receiving 20% OFF your initial order and all succeeding shipments. It saves you the hassle of manual re-ordering, your supply is automatically shipped to you every (X) days.

2. Billing Extension / Product Swap

   • Use any whichever is necessary

3. Cancel

   • If all offers are declined

4. Cancel and Full Refund (Immediate For Valid Threats)

   • We do not want unhappy customers. I have gone ahead and  issued a full refund into your account in the amount of ($0.0). It will post back into your account within 10 business days depending on the speed of your bank.