Dial Customer Solutions Internal CS Wiki

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

Customers may send back unopened merchandise via [[howto:rma|our RMA process]] within 30 days of their order.

Always [[general:making_offers|make an offer]] to a customer to try and have them keep the product instead.

===== I sent the products back already =====

__If the customer returned to sender or refused delivery:__

**Talk Track:** //USPS will often destroy packages that are refused. I recommend following up with USPS to see if they can provide an explanation. Like all retailers, we require the product to be returned to us before we can issue a refund.//

__If the customer mailed the products back without an RMA number:__

You can [[howto:return_status|check FAFS]] to see if the product arrived. Refunds are only processed automatically for shipments that include an RMA number.

If the item is not in FAFS, it may not have arrived yet. The customer should provide a tracking number to show proof of delivery.

If the item is in FAFS, then you are permitted to [[howto:refund|issue the refund]] (minus $9 restock fee per item).

__If the customer mailed the products back with an RMA number:__

You can [[howto:return_status|check FAFS]] to see if the product arrived. The refund will be processed within 5 business days of receipt. If the package should have already arrived, the customer must provide a tracking number showing proof of delivery.

===== I threw the products away =====

**Talk Track:** //That is unfortunate. Just like any other retail or online store, we require the merchandise to be returned to us in order to issue a refund.//

===== I never ordered this =====

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. Unfortunately we cannot issue refunds without the merchandise being returned to us.//

===== I never received the shipment =====

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/UPS directly and they will be able to assist you further. We are only able to issue refunds for merchandise that is returned to us.//

===== I want the shipping fees refunded =====

**Talk Track:** //When you place an order for a trial subscription, the agreement is that you cover all shipping costs. As such, these fees are not refundable.//

===== USPS disposed of the package =====

**Talk Track:** //I'm sorry to hear that. As is the case with all retail stores, we are only able to issue refunds for merchandise that is returned to us.//

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