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 =====

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]].

===== 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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