Dial Customer Solutions Internal CS Wiki

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====== Why it is better to accept our offer than to RMA ======

You have to make customer realize that it is better to accept our offer than returning the items, by doing that we can also minimize our refund rate.

==== Trial has expired and got a conversion/Customer initiates to return the all unused products/BUZZWORDS ====

Educate them that they will need to shoulder the shipping cost of returning the items and a $9.00 will be deducted for the restocking fee, subject to our T&C.

Educate them that all refund via RMA will be issued within two weeks, but if they will decide to keep the items then you will able to process the refund today which will they receive anywhere from 3-5 business days.

**Talk Track:** //You will need to return the product with your own expense and we do have a $9 mandatory deduction for the restocking fee for each item. Also, if you will return the items the refund will be issued within two weeks. Maybe you would be interested in keeping the items instead, I can process you $xx (1st level/2nd level) refund today which you will receive within 3-5 business days or less.//

==== Still in the trial period/Trial has expired but resulted to soft declined ====

Educate them that you are just advising to return the items to avoid be charged the full and no amount will be refunded back to their account as the S&H charges is non-refundable. And they do need to shoulder the shipping cost to return the items, so better to keep the product/s.

**Talk Track:** //If you like to keep the products I am able to give it to you at a discounted price of $xx (1st level/2nd level), that would be a one- time charge and your subscription will be cancelled today. You can also avoid the hassle returning the items and paying for the shipping cost,  you won’t find that price anywhere online.//

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