Our Job:
Our job is retention. A strong customer retention strategy will involve learning more about customers’ expectations and experiences with the product. As much as possible we want to keep customers and generate revenue for the company.
The products are of the highest quality. They are unique- the ONLY custom-formulated Breed-Specific health supplements out there. It is a PREMIUM product. We want customers to see the benefits of using the product. Our refund policy is very simple. We adhere to the policy but if the customer is making threats, our goal is customer satisfaction.
Refund Policy:
Customer may return unopened product for a refund only within 30 days of purchase, with an RMA number. Returns will not be accepted without an RMA number or if they are outside our 30 day return policy. If the customer is new we can refund them within 30 days if they aren't satisfied with the product. But only with the very first purchase if the subscription is past the first time this is no longer valid.
Additional Policies:
Same day Cancellation: Within the day cancellation, only if the product is not yet shipped. If fulfilled, go to RMA.
Refund Tools:
Fact Find / Probing Question, Build Value, Explain Pricing
25% Partial Refund
Mail Story
50% Partial Refund
RMA, only if UNOPENED and within 30 days of purchase
If Bank, FTC or AG threats:
50% Partial Refund
100% Full Refund
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.
25% 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: ATTN: WoofWell, 336 E University Pkwy #1089 Orem UT 84058
Refund in Full for Valid Threats (Chargeback/Bank/Dispute)
"(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."