Our Job - Build Value:
Customer service ensures a smooth and transparent refund process by educating customers on policies, verifying refund eligibility, and processing requests efficiently. They also offer alternative solutions (exchanges, refunds) to retain customers, prevent fraudulent claims, and coordinate with finance and logistics teams. Additionally, they analyze refund trends to improve products and reduce return rates. The goal is to balance customer satisfaction and company interests while maintaining brand trust.
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.
IF same day cancellation of whole or part of the order needs to be removed or if it was just recently fulfilled (within 24 hours of tracking number being posted) : 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 Tools:
Non Threat:
Fact Find / Probing Question, Build Value, & Explain Pricing / Terms and Conditions
Reshipment (If applicable)
Mail Story
50% Partial Refund / RMA Downsell
Refund if all offers are declined
Escalated Threats: Irate, Lawyer, Bank, BBB, AG or FTC
50% Partial Refund
Full Refund
If disputed: Go here - Already Contacted Bank
Refund Time Frame
up to 10 Business days
Refund Pitch:
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
Reshipment
Offer if applicable.
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 1-2 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 at a highly discounted price."
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.