Dial Customer Solutions Internal CS Wiki

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====== Dial Customer Solutions Wiki ======

The content of this documentation is confidential. You are only permitted to relay information to customers that is labelled as a **Talk Track**.

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**Mission Statement:** To bill customers successfully at the highest price point while preventing [[general:chargebacks|chargebacks]].

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Start here to understand how our customer service organization works:

* [[general:basic_call_flow|Basic Call Flow]]
  * [[general:managing_call_backs|Managing Call Backs]]
  * [[general:buzzwords|Customer Using Buzzwords]]
  * [[general:subscription_model_overview|Subscription Model Overview]]
  * [[general:making_offers|Making Offers]]
  * [[general:product_overview|Product Overview]]
  * [[general:chargebacks|Charge backs]]
  * [[general:payment|Payment methods]]
  * [[general:warehouse|Fulfillment centers]]
  * [[qa:overview|Quality Overview]]

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**How Tos:**

* [[howto:rma|How to issue an RMA]]
  * [[howto:return_status|How to see the status of a return]]
  * [[howto:refund|How to issue a refund]]
  * [[howto:multirefund|How to issue a refund across multiple transactions]]
  * [[howto:cancel|How to cancel a subscription]]
  * [[howto:cancel_order|How to cancel an order on Hold]]
  * [[howto:email|How to follow up with a customer via email]]
  * [[howto:new_order|How to create a new order]]
  * [[howto:extend_trial|How to extend a trial subscription]]
  * [[howto:check_delivery|How to see the delivery status of an order]]
  * [[howto:reship|How to reship an order]]
  * [[howto:add_notes|How to add a note for a customer interaction]]
  * [[howto:lifetime_discount|How to enroll customer to life-time discount]]

**Tips:**

* [[tips:hard_decline|Transaction is showing Hard Decline]]
  * [[tips:cannot_locate|Cannot Locate Customer]]
  * [[tips:refunds|When do we issue refunds?]]
  * [[tips:double_rma|Customer wants to return an item but an RMA has already been issued]]
  * [[tips:soft_declines|Trial is over but charges failed due to Soft Decline]]
  * [[tips:bill_decline|Attempt to bill a customer results in a Soft Decline]]
  * [[tips:newcard|Customer has accepted offer but needs to run the charge on a different card]]
  * [[tips:wrongorder|The items delivered do not match the invoice]]
  * [[tips:no_rma|Unable to generate an RMA because order is Pending]]
  * [[tips:failed_refund|Error message appears when issuing a refund]]
  * [[tips:mids|List of inactive MIDs]]
  * [[admin: mids | List of Active MIDs]]

**Reasons for the call:**

* [[reasons:cancel_my_order|I want to cancel my order]]
  * [[reasons:charges|I don’t understand these charges]]
  * [[reasons:i_want_a_refund|I want a refund]]
  * [[reasons:order|I want to order more product]]
  * [[reasons:i_want_my_next_order|I want my next order now]]
  * [[reasons:no_upsell|I don’t want the upsell items]]
  * [[reasons:did_not_receive|I never received my shipment]]
  * [[reasons:where_is_delivery|Where is my trial orders?]]
  * [[reasons:where_is_refund|I returned the product, where is the refund?]]
  * [[reasons:return_last_shipment|I want to return my last shipment]]
  * [[reasons:already_cancelled|I already cancelled and still got charged]]
  * [[reasons:change_address|I need to change the address for my order]]
  * [[reasons:told_refund|I was told I was getting a refund]]
  * [[reasons:change_frequencyV2 | I want to change how often I get the product]]
  * [[reasons:manager|Wants to speak with a manager or supervisor]]
  * [[reasons:cannot_order|I am having trouble ordering online]]
  * [[reasons:damaged|My order arrived damaged or an item was missing]]
  * [[reasons:changecard|I already ordered but want to change to a different card]]
  * [[reasons:reactivate | I want to reactivate my subscription ]]

**Talk Tracks:**

* [[talk:mid_shutdown|Unable to refund customer due to MID shutdown]]
  * [[talk:shipping_cost|I want you to cover the shipping costs for my return]]
  * [[talk:different_names|Why do the charges show from different company names?]]
  * [[talk:too_expensive|Your product is too expensive]]
  * [[talk:irate|Customer is irate]]
  * [[talk:ingredients|What are the ingredients for your products?]]
  * [[talk:no_english|The customer does not speak English]]
  * [[talk:shorttrial|The 14 day trial is not long enough]]
  * [[talk:crmdown|The CRM is down]]
  * [[talk:fraudalert|Why did my bank notify me that my order is potential fraud?]]
  * [[talk:accept_offer|Why it is better to accept our offer than to RMA]]
  * [[talk:pdnr| Parcel Delivered Not Received]]
  * [[talk:pdnr_lostparcel | I will file a dispute as I did not receive my orders]]

**Admin:**
  
 
  * [[admin:add_chargebacks_sheet|How to add recent chargebacks to the CB spreadsheet]]
  * [[admin:chargebacks|How to process chargebacks from the CB spreadsheet]]
  * [[ admin: returns | How to process RMA or returns]]
  * [[howto:blacklist|How to blacklist a customer]]
  * [[admin:upload_cancel_report|How to Upload the daily cancel report]]
  * [[admin:check_hold_on_crm|How to check Fulfillment Shipping Holds in CRM]]
  * [[admin: failed_status|Change Fulfillment Company and Reship Fulfillment Failed-Status]]
  * [[admin: mid_check | MIDs/Gateway Check ]]
  * [[admin: mid_reroute | MIDs/Gateway Routing ]]
  * [[admin: mid_delete | MIDs/Gateway Pause and Delete ]]
  * [[admin:create_management_report|Create weekly report for Management]]

** Archive: **

* <del>[[admin:process_rmas|How to update returns from OMS Fulfillment to the RMA spreadsheet]]</del>
  * <del>[[admin:check_held_shipments|Check for Held shipments]]</del>
  * <del>[[admin:check_inv_levels|How to check inventory levels]]</del>
  * <del>[[admin:cancel_shipment_fulfillment|How to cancel a shipment from the portal]]</del>
  * <del>[[admin:check_daily_shipments|How to check daily shipping report and adjust trial dates accordingly]]</del>
  * <del>[[reasons:change_frequency|I want to change how often I get the product]] </del>  
  * <del>[[ archive: old_products | Old products ]]</del>

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