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** per product

Second offer = **$19.95 ($24.95 for CBD)** per product

===== 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 =====

The trial has ended and the customer is accepting the offer to keep the product instead of sending it back. You can refund the remainder of what they paid minus the offer amount.

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. [[howto:multirefund|See instructions here]].

====== Customer has accepted offer but needs to run the charge on a different card ======

Sometimes a customer will accept an offer but the charge will not go through, or they will request to use a different card. In this case, you can create a "dummy" order that will not ship any product in order to attempt to push the charge through.

1.  Open the customer record in the CRM and click **Create New Order.**

2.  You will be prompted to select a **Campaign**.

* //Keto Pure Select O/B Sales// — Use for Keto order
  * //Simply Restore SS - O/B// — Use for Simply Restore order
   * //Vialift Male Enhancement SS - O/B Sales// — Use for Vialift order

3.  Click **Start Call**.

4.  Confirm the **Billing** and **Shipping** information. Under **Payment Information**, you must enter the card details here.

5.  Under **Select Products**, choose the //"NO SHIP"// option and adjust the **Quantity**, **Price**, and **Shipping** values as necessary. Confirm the **Grand Total**.

6.  Scroll to the bottom and click **Process**. You must receive a //Success// for the order to be processed. If it fails, reconfirm the payment details and try again. Or, use another card.

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