https://wiki.dialcustomersolutions.com/ 2026-09-19T03:39:49+00:00 https://wiki.dialcustomersolutions.com/ https://wiki.dialcustomersolutions.com/lib/tpl/dokuwiki/images/favicon.ico text/html 2026-09-17T07:26:35+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=admin:cancel_shipment_fulfillment&rev=1789629995&do=diff How to Cancel a Shipment from OMS 1. Login to OMS 2. Click Orders from the left tab 3. Search for the Order by entering the ORDER NUMBER in the search field. Be sure to choose a large date range. 4. Click Apply 5. Once the order has been found - select the order and click text/html 2026-09-17T07:04:40+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=admin:chargebacks&rev=1789628680&do=diff How to process chargebacks from the CB spreadsheet Any customer who disputes a charge with their bank (chargeback) must have their subscriptions cancelled as quickly as possible. This will avoid incurring additional charges which will also likely be disputed. text/html 2026-09-16T20:29:27+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:charges&rev=1789590567&do=diff 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 understand the subscription model and explain it to the customer. Some common excuses are listed below. I ordered a free sample / gift / trial size text/html 2026-09-16T19:20:09+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=general:payment&rev=1789586409&do=diff Payment Methods We accept Visa & Discover cards for all purchases, including trials. Mastercard is also accepted for straight sale (one time) purchases but is not accepted for all trials. As such, do not accept Mastercard for payment if you are processing an order over the phone - the customers must place the order themselves via the website. text/html 2026-09-16T17:12:59+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:damaged&rev=1789578779&do=diff My order arrived damaged or an item was missing If a customer complains about a missing or damaged item then we will replace it. You may extend their trial and reship the item in question. text/html 2026-09-16T17:04:59+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=admin:upload_cancel_report&rev=1789578299&do=diff How to Upload the Daily Cancel Report 1. Download the DCS Cancels/Extensions Sheet as CSV File. 2. On your CSV File, look for the first entry of the day and delete all previous entries but do not remove the first row with the header names, it is required! Delete all date, agent and notes columns as well. Final input will be looked like the photo below. text/html 2026-09-16T07:53:21+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=general:chargebacks&rev=1789545201&do=diff Charge Backs You will not be able to assist any customer that has filed a charge back with their bank. Inform the customer that their account has been disabled due to a dispute with their financial institution. Talk Track: It appears there is an active dispute on your transactions. I apologize but my functions with your account are limited. I suggest you reach out to your bank to remove the dispute should you want us to be able to access your account. text/html 2026-09-16T06:24:43+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=tips:double_rma&rev=1789539883&do=diff Customer wants to return an item but an RMA has already been issued The CRM only lets you issue an RMA once per order. If a customer has multiple items in their order, they may request to RMA them at separate times. If you need to issue an RMA but it already exists, simply provide the customer with their text/html 2026-09-15T23:23:07+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=tips:no_rma&rev=1789514587&do=diff Unable to generate an RMA because order is Pending The CRM does not give the Issue RMA option if the order is Pending. In the case that you need to issue an RMA for one of these orders, follow the normal instructions but use their Order Number in place of the RMA number. text/html 2026-09-15T21:16:44+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=general:basic_call_flow&rev=1789507004&do=diff Basic Call Flow Every time you speak with a customer you will follow the same basic process. You will need logins for Konnektive CRM and FreshDesk. Greeting Greet the customer with your name and ask for their phone number. You may also look up the customer by name or order number. text/html 2026-09-15T05:05:21+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=tips:newcard&rev=1789448721&do=diff Customer has accepted offer but needs to run the charge on a different card Sometimes a customer will accept an offer but the charge will not go through, or they will request to use a different card. In this case, you can create a “dummy” order that will not ship any product in order to attempt to push the charge through. text/html 2025-05-20T09:55:23+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?image=admin%3Acancel4.jpg&ns=admin&rev=1747734923&tab_details=history&mediado=diff&do=media text/html 2025-02-08T17:20:52+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?image=admin%3Apicture1.png&ns=admin&rev=1739035252&tab_details=history&mediado=diff&do=media text/html 2025-02-08T17:18:16+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?image=howto%3Adelivery_status.png&ns=howto&rev=1739035096&tab_details=history&mediado=diff&do=media text/html 2025-02-08T17:18:00+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?image=admin%3Areturn1.jpg&ns=admin&rev=1739035080&tab_details=history&mediado=diff&do=media text/html 2025-02-08T17:17:08+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?image=admin%3Areturn8.jpg&ns=admin&rev=1739035028&tab_details=history&mediado=diff&do=media text/html 2025-02-08T17:16:10+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?image=admin%3Acbsheet1.png&ns=admin&rev=1739034970&tab_details=history&mediado=diff&do=media text/html 2025-02-08T17:11:31+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?image=tips%3Arestartbilling.png&ns=tips&rev=1739034691&tab_details=history&mediado=diff&do=media text/html 2025-02-08T17:08:50+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?image=howto%3Aselect_products.png&ns=howto&rev=1739034530&tab_details=history&mediado=diff&do=media text/html 2025-02-08T16:59:15+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?image=admin%3Acheck_holds3.jpg&ns=admin&rev=1739033955&tab_details=history&mediado=diff&do=media