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— (current) |
| ====== Dial Customer Solutions Wiki ====== | |
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| The content of this documentation is confidential. You are only permitted to relay information to customers that is labelled as a **Talk Track**. | |
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| **Mission Statement:** To bill customers successfully at the highest price point while preventing [[general:chargebacks|chargebacks]]. | |
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| Start here to understand how our customer service organization works: | |
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| * [[general:basic_call_flow|Basic Call Flow]] | |
| * [[general:managing_call_backs|Managing Call Backs]] | |
| * [[general:buzzwords|Customer Using Buzzwords]] | |
| * [[general:subscription_model_overview|Subscription Model Overview]] | |
| * [[general:making_offers|Making Offers]] | |
| * [[general:product_overview|Product Overview]] | |
| * [[general:chargebacks|Charge backs]] | |
| * [[general:payment|Payment methods]] | |
| * [[general:warehouse|Fulfillment centers]] | |
| * [[qa:overview|Quality Overview]] | |
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| **How Tos:** | |
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| * [[howto:rma|How to issue an RMA]] | |
| * [[howto:return_status|How to see the status of a return]] | |
| * [[howto:refund|How to issue a refund]] | |
| * [[howto:multirefund|How to issue a refund across multiple transactions]] | |
| * [[howto:cancel|How to cancel a subscription]] | |
| * [[howto:cancel_order|How to cancel an order on Hold]] | |
| * [[howto:email|How to follow up with a customer via email]] | |
| * [[howto:new_order|How to create a new order]] | |
| * [[howto:extend_trial|How to extend a trial subscription]] | |
| * [[howto:check_delivery|How to see the delivery status of an order]] | |
| * [[howto:reship|How to reship an order]] | |
| * [[howto:add_notes|How to add a note for a customer interaction]] | |
| * [[howto:lifetime_discount|How to enroll customer to life-time discount]] | |
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| **Tips:** | |
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| * [[tips:hard_decline|Transaction is showing Hard Decline]] | |
| * [[tips:cannot_locate|Cannot Locate Customer]] | |
| * [[tips:refunds|When do we issue refunds?]] | |
| * [[tips:double_rma|Customer wants to return an item but an RMA has already been issued]] | |
| * [[tips:soft_declines|Trial is over but charges failed due to Soft Decline]] | |
| * [[tips:bill_decline|Attempt to bill a customer results in a Soft Decline]] | |
| * [[tips:newcard|Customer has accepted offer but needs to run the charge on a different card]] | |
| * [[tips:wrongorder|The items delivered do not match the invoice]] | |
| * [[tips:no_rma|Unable to generate an RMA because order is Pending]] | |
| * [[tips:failed_refund|Error message appears when issuing a refund]] | |
| * [[tips:mids|List of inactive MIDs]] | |
| * [[admin: mids | List of Active MIDs]] | |
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| **Reasons for the call:** | |
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| * [[reasons:cancel_my_order|I want to cancel my order]] | |
| * [[reasons:charges|I don’t understand these charges]] | |
| * [[reasons:i_want_a_refund|I want a refund]] | |
| * [[reasons:order|I want to order more product]] | |
| * [[reasons:i_want_my_next_order|I want my next order now]] | |
| * [[reasons:no_upsell|I don’t want the upsell items]] | |
| * [[reasons:did_not_receive|I never received my shipment]] | |
| * [[reasons:where_is_delivery|Where is my trial orders?]] | |
| * [[reasons:where_is_refund|I returned the product, where is the refund?]] | |
| * [[reasons:return_last_shipment|I want to return my last shipment]] | |
| * [[reasons:already_cancelled|I already cancelled and still got charged]] | |
| * [[reasons:change_address|I need to change the address for my order]] | |
| * [[reasons:told_refund|I was told I was getting a refund]] | |
| * [[reasons:change_frequencyV2 | I want to change how often I get the product]] | |
| * [[reasons:manager|Wants to speak with a manager or supervisor]] | |
| * [[reasons:cannot_order|I am having trouble ordering online]] | |
| * [[reasons:damaged|My order arrived damaged or an item was missing]] | |
| * [[reasons:changecard|I already ordered but want to change to a different card]] | |
| * [[reasons:reactivate | I want to reactivate my subscription ]] | |
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| **Talk Tracks:** | |
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| * [[talk:mid_shutdown|Unable to refund customer due to MID shutdown]] | |
| * [[talk:shipping_cost|I want you to cover the shipping costs for my return]] | |
| * [[talk:different_names|Why do the charges show from different company names?]] | |
| * [[talk:too_expensive|Your product is too expensive]] | |
| * [[talk:irate|Customer is irate]] | |
| * [[talk:ingredients|What are the ingredients for your products?]] | |
| * [[talk:no_english|The customer does not speak English]] | |
| * [[talk:shorttrial|The 14 day trial is not long enough]] | |
| * [[talk:crmdown|The CRM is down]] | |
| * [[talk:fraudalert|Why did my bank notify me that my order is potential fraud?]] | |
| * [[talk:accept_offer|Why it is better to accept our offer than to RMA]] | |
| * [[talk:pdnr| Parcel Delivered Not Received]] | |
| * [[talk:pdnr_lostparcel | I will file a dispute as I did not receive my orders]] | |
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| **Admin:** | |
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| * [[admin : todo_list | DCS Admin To-do List | |
| * [[admin:add_chargebacks_sheet|How to add recent chargebacks to the CB spreadsheet]] | |
| * [[admin:chargebacks|How to process chargebacks from the CB spreadsheet]] | |
| * [[ admin: returns | How to process RMA or returns]] | |
| * [[howto:blacklist|How to blacklist a customer]] | |
| * [[admin:upload_cancel_report|How to Upload the daily cancel report]] | |
| * [[admin:check_hold_on_crm|How to check Fulfillment Shipping Holds in CRM]] | |
| * [[admin: failed_status|Change Fulfillment Company and Reship Fulfillment Failed-Status]] | |
| * [[admin: mid_check | MIDs/Gateway Check ]] | |
| * [[admin: mid_reroute | MIDs/Gateway Routing ]] | |
| * [[admin: mid_delete | MIDs/Gateway Pause and Delete ]] | |
| * [[admin:create_management_report|Create weekly report for Management]] | |
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| ** Archive: ** | |
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| * <del>[[admin:process_rmas|How to update returns from OMS Fulfillment to the RMA spreadsheet]]</del> | |
| * <del>[[admin:check_held_shipments|Check for Held shipments]]</del> | |
| * <del>[[admin:check_inv_levels|How to check inventory levels]]</del> | |
| * <del>[[admin:cancel_shipment_fulfillment|How to cancel a shipment from the portal]]</del> | |
| * <del>[[admin:check_daily_shipments|How to check daily shipping report and adjust trial dates accordingly]]</del> | |
| * <del>[[reasons:change_frequency|I want to change how often I get the product]] </del> | |
| * <del>[[ archive: old_products | Old products ]]</del> | |
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