Dial Customer Solutions Internal CS Wiki

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====== Making Offers ======

If a customer wants to return a product, you should make them an offer to keep it. This can save them the hassle and expense of shipping.

First offer = **$49.95**

Second offer = **$19.95**

===== Talk Tracks: =====

//Let me check with my team to see what I can do for you.//
Followed by brief hold.

//As part of a special promotion, I can offer you 50% off to keep the existing product. That is only $49.95 and you will not receive any further orders.//

---

//I spoke with my supervisor and am authorized to give you an 80% off discount. This is below our cost and is a one time only offer. Would you like to keep the product for only $19.95?//

====== When an offer is accepted ======

Look at the **Transactions** tab in the CRM to see if the customer has been successfully billed for the item.

===== The customer has already paid =====

You can refund the remainder.

1.  From the **Transactions** tab, click **Actions > Refund**.

2.  Enter the refund amount and click **Refund**.

__IMPORTANT__: If dealing with multiple refunds, avoid refunding partial transactions. Always max out a transaction before moving on to the next one.

===== The customer is in trial and not yet paid =====

1.  From the **Continuity** tab, click on the **Purchase** name.

2.  Set the **Price** to the offer you agreed on. Click **Update Purchase**.

3.  Click **Force Bill NOW**. When prompted, click **Yes, I'm sure**.

4.  [[howto:cancel|Cancel the subscription]] to prevent further shipments.

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