Dial Customer Solutions Internal CS Wiki howto

howto:add_notes

Anonymous (anonymous@undisclosed.example.com) — 2026-03-22T04:58:35+00:00

How to add a note for a customer interaction You must record notes for every interaction with a customer. Notes must include information such as: * What happened on the call * Why you made any changes * Whether the customer was irate or upset

howto:bill

Anonymous (anonymous@undisclosed.example.com) — 2025-06-09T07:57:48+00:00

When an offer is accepted Look at the Transactions tab in the CRM to see if the customer has been successfully billed for the item. The customer has already paid You can refund the remainder. 1. From the Transactions tab, click Actions > Refund

howto:blacklist

Anonymous (anonymous@undisclosed.example.com) — 2026-03-22T05:15:24+00:00

Blacklisting a Customer If we do not want to do business with a customer again then we will blacklist them. This list is shared across several partner sites. Do not assist any customer that is blacklisted. Customers may contact us asking why or how they were added to the blacklist. We are unable to provide any details.

howto:cancel

Anonymous (anonymous@undisclosed.example.com) — 2026-03-22T02:19:59+00:00

How to cancel a subscription The process to cancel is different depending on whether the customers Trial has expired. Changes will need to be entered into an online spreadsheet. This document can be accessed here: To cancel any further billing of a Product – You will need to update the

howto:cancel_order

Anonymous (anonymous@undisclosed.example.com) — 2026-03-22T03:26:13+00:00

How to cancel an order on Hold All orders are held in Hold status before being sent to our shipper. If a customer wishes to cancel their order during this stage we can provide a full refund. You should still make an offer for them to keep the order. To cancel the order:

howto:cancelotp

Anonymous (anonymous@undisclosed.example.com) — 2023-04-24T16:27:26+00:00

How to cancel a subscription using OTP You may cancel a subscription via a custom method in Konnektive. If you want to stop an order from rebilling without refunding/voiding the order. Just put in the string OTP or OTP+step in the note and VX will know to not rebill anymore. This also means, you do not need to do a Cancellation Entry via VX Cancels Sheet.

howto:check_delivery

Anonymous (anonymous@undisclosed.example.com) — 2026-03-22T02:32:42+00:00

How to see the delivery status of an order You need to look at the Fulfillments tab in the CRM to determine whether it has shipped. The Status field will tell you whether the package is on Hold, Pending Shipment, Shipped, or Delivered. Orders on

howto:email

Anonymous (anonymous@undisclosed.example.com) — 2026-03-22T02:18:59+00:00

How to follow up with a customer via email There may be times when you need to follow up with a customer via email. If the customer is not expected an email, you should always try calling first. If you get voicemail, let them know that you will be sending an email and they should call us back if they don't receive it.

howto:extend_trial

Anonymous (anonymous@undisclosed.example.com) — 2026-03-22T03:26:13+00:00

How to extend a trial subscription You may need to extend a trial subscription for a couple of reasons: * The customer will be sending the product back * There have been shipping delays 1. Open the google spreed sheet available here : 2. Enter the required values for

howto:held

Anonymous (anonymous@undisclosed.example.com) — 2021-02-02T00:01:37+00:00

How to issue an RMA Customers must follow our RMA process to return merchandise. 1. Under the Fulfillments tab, click Actions > Issue RMA. 2. Select the items to be returned. If the customer is in the Trial and has not been billed: Leave the Issue refund

howto:lifetime_discount

Anonymous (anonymous@undisclosed.example.com) — 2026-03-22T05:15:01+00:00

Helping Keep the Customer on a Membership Since we carry high-end products at premium pricing, you may encounter customers whom are liking the products but have to cancel their subscription due to the price. In this case we can try to keep them on a subscription by offering them a life-time discount.

howto:multirefund

Anonymous (anonymous@undisclosed.example.com) — 2020-01-30T19:44:14+00:00

How to issue a refund across multiple transactions IMPORTANT: If processing multiple refunds, always refund the full amount for a single transaction before moving on to the next one. This helps us in the case of a dispute with the bank. For example:

howto:new_order

Anonymous (anonymous@undisclosed.example.com) — 2026-03-22T00:40:22+00:00

How to create a new order Sometimes an existing customer may want to receive a new order of one or more of our products. 1. Open the customer record in the CRM and click Create New Order. 2. You will be prompted to select a Campaign. * Keto Pure Select O/B-PHONE

howto:refund

Anonymous (anonymous@undisclosed.example.com) — 2026-03-22T05:13:54+00:00

How to issue a direct refund We will only issue a direct refund if: 1. The customer is using buzzwords. 2. The customer has accepted an offer to keep the product instead of returning it. 3. The order is in Hold status and has not yet shipped.

howto:reship

Anonymous (anonymous@undisclosed.example.com) — 2026-03-22T05:01:39+00:00

How to reship an order You may need to reship an order if the original shipment was not deliverable. If the customer is on a Trial subscription, make sure to extend their trial when reshipping. 1. Click to the Fulfillments tab in the CRM. 2. Click Actions > Reship

howto:return_status

Anonymous (anonymous@undisclosed.example.com) — 2026-03-22T03:30:42+00:00

How to see the status of a return If a product has been sent to our returns facility, it will be tracked in FAFS. This will not tell you whether the refund has been issued yet, only whether it has arrived. Check the CRM to see if a refund has been issued.

howto:rma

Anonymous (anonymous@undisclosed.example.com) — 2026-03-22T05:15:01+00:00