Dial Customer Solutions Internal CS Wiki

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====== I don't understand these charges ======

It is not unusual for customers to contact us because they didn't understand the terms of their subscription. Ensure you [[general:subscription_model_overview|understand the subscription model]] and explain it to the customer.

Some common excuses are listed below.

===== I ordered a free sample / gift / trial size =====

**Talk Track:** //We do not offer any free samples or gifts. You signed up for a 14 day trial subscription so that you could try out the product before committing to the full purchase price. This trial model is also used by other subscription services like Netflix and Amazon Prime.//

===== I never intended to sign up for a subscription =====

**Talk Track:**// No problem. We will cancel your subscription so that you will not be shipped any further products.//

===== I want a refund =====

The shipping charges are non-refundable.

If the item was ordered in the last 30 days, it can be [[howto:rma|returned for a refund]] (minus $9 restocking fee). Always [[general:making_offers|make an offer]] to keep the product.

===== Terms were not on the website. =====

**Talk Track:** //It is required by law that our terms be displayed on all merchant sites. We are regularly audited to ensure we are following this requirement. I assure you, the terms are always included.//

===== I never placed an order with you. =====

Confirm that the name, phone number, card number, email address, and shipping address match the caller.

**Talk Track:** //It is very unusual in fraud cases for merchandise to be ordered to your actual address. Are you sure there is not someone else in your household who may have made the order?//

//If someone is using your card fraudulently then we recommend contacting your local police to open an investigation. We can provide the IP address of the person who made the order and this will be linked to the device they used.//

===== I don’t want to receive any more products or charges. =====

__If they are still on the trial subscription:__

[[howto:cancel|Cancel the subscription]] and [[howto:rma|return the products]].

__If the trial subscription has ended:__

**Talk Track:** //There will be no further charges made to your card.//

===== The order never arrived. =====

Provide the tracking information for the order. If it shows as delivered successfully:

**Talk Track:** //I recommend checking with any others in the household or neighbors who may have picked up the delivery. You can also follow up with USPS directly and they will be able to assist you further.//

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