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 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:

• How to issue an RMA
• How to see the status of a return
• How to issue a refund
• How to issue a refund across multiple transactions
• How to cancel a subscription
• How to cancel an order on Hold
• How to follow up with a customer via email
• How to create a new order
• How to extend a trial subscription
• How to see the delivery status of an order
• How to reship an order
• How to add a note for a customer interaction
• How to enroll customer to life-time discount

Tips:

• Transaction is showing Hard Decline
• Cannot Locate Customer
• When do we issue refunds?
• Customer wants to return an item but an RMA has already been issued
• Trial is over but charges failed due to Soft Decline
• Attempt to bill a customer results in a Soft Decline
• Customer has accepted offer but needs to run the charge on a different card
• The items delivered do not match the invoice
• Unable to generate an RMA because order is Pending
• Error message appears when issuing a refund
• List of inactive MIDs
• List of Active MIDs

Reasons for the call:

• I want to cancel my order
• I don’t understand these charges
• I want a refund
• I want to order more product
• I want my next order now
• I don’t want the upsell items
• I never received my shipment
• Where is my trial orders?
• I returned the product, where is the refund?
• I want to return my last shipment
• I already cancelled and still got charged
• I need to change the address for my order
• I was told I was getting a refund
• I want to change how often I get the product
• Wants to speak with a manager or supervisor
• I am having trouble ordering online
• My order arrived damaged or an item was missing
• I already ordered but want to change to a different card
• I want to reactivate my subscription

Talk Tracks:

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

Admin:

• How to add recent chargebacks to the CB spreadsheet
• How to process chargebacks from the CB spreadsheet
• How to process RMA or returns
• How to blacklist a customer
• How to Upload the daily cancel report
• How to check Fulfillment Shipping Holds in CRM
• Change Fulfillment Company and Reship Fulfillment Failed-Status
• MIDs/Gateway Check
• MIDs/Gateway Routing
• MIDs/Gateway Pause and Delete
• Create weekly report for Management
• DCS Admin To-do List

Archive:

• How to update returns from OMS Fulfillment to the RMA spreadsheet
• Check for Held shipments
• How to check inventory levels
• How to cancel a shipment from the portal
• How to check daily shipping report and adjust trial dates accordingly
• I want to change how often I get the product
• Old products