https://wiki.dialcustomersolutions.com/ 2026-06-20T19:20:24+00:00 https://wiki.dialcustomersolutions.com/ https://wiki.dialcustomersolutions.com/lib/tpl/dokuwiki/images/favicon.ico text/html 2020-01-10T21:21:20+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:already_cancelled&rev=1578691280&do=diff I already cancelled and still got charged Review the History for the customer in the CRM to verify whether they did already cancel. If the customer was billed by mistake, let the customer know you will get back to them and escalate to your manager. If there is no record of the cancellation in the CRM, try to move the conversation along. text/html 2026-05-07T14:21:14+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:cancel_my_order&rev=1778163674&do=diff I want to cancel my order Familiarize yourself with their account in the CRM and check the status of their most recent order. Cancel their subscription to prevent further shipments from being sent. If the order Status is on Hold: Make an offer to keep the sale active. If your offers are not accepted, the order can be cancelled and a refund issued. text/html 2026-05-07T14:21:09+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:change_address&rev=1778163669&do=diff I need to change the address for my order Check the delivery status of the order. If the order Status is on Hold: You can update the address information as the order has not yet shipped. It may need to be updated for both the Customer Details as well as the Order Details text/html 2026-05-07T14:19:45+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:change_frequency&rev=1778163585&do=diff I want to change how often I get the product Sometimes a customer will want to change their monthly subscription to ship out on a different interval than every 30 days; for example, every 60 or 90 days. text/html 2025-09-16T11:22:58+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:changecard&rev=1758021778&do=diff I already ordered but want to change to a different card Customer can change their credit card anytime they want. 1. Go to customer’s info > Select Edit Payment Methods 2. Select NEW CREDIT CARD, do not over write the existing information > Check text/html 2026-05-07T14:19:58+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:charges&rev=1778163598&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. Common excuses are listed below. I ordered a free sample / gift / trial size Talk Track: We do not offer any free samples or gifts. You signed up for a 14 day trial subscription so that you could try out the product before committing to the full purchase price. This trial model is also used by services like Netflix and Amazon Prime. text/html 2026-05-06T17:24:58+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:damaged&rev=1778088298&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. Talk Track: I am happy to extend your trial and replace the missing/damaged item, it will be shipped out right away. text/html 2026-05-07T14:19:45+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:delivery&rev=1778163585&do=diff Where is my delivery? The first thing you should do is check the delivery status of the order to see if it has arrived. If the tracking information shows undeliverable: Confirm the shipping address. If there was an error, you can reship. Talk Track: I'm looking into the tracking information here and it appears that the package could not be delivered. Can I please confirm your shipping address? I will be able to ship out a replacement order as a one-time courtesy. text/html 2026-05-07T14:21:09+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:did_not_receive&rev=1778163669&do=diff I never received my shipment The first thing you should do is check the delivery status of the order to see if it has arrived. If the customer does not want the order: If they can locate the package, they can follow our RMA process to return it. You should cancel their subscription. If the item was delivered: Talk Track: text/html 2026-05-06T17:28:17+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:manager&rev=1778088497&do=diff Wants to speak with a manager or supervisor If a senior agent is available, you can check to see if they are available to take over the call. If no one is available: Talk Track: I am sorry, my manager is not available at the moment. I am happy to assist you right now though. text/html 2026-05-07T14:21:14+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:no_upsell&rev=1778163674&do=diff I don't want an upsell item After seeing the confirmation email, a customer may notice they accidentally purchased an upsell item. You need to look at the Fulfillments tab in the CRM to determine whether it has shipped. If the package Status is Pending, Pending Shipment, Shipped, or Delivered text/html 2026-05-07T14:20:47+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:order&rev=1778163647&do=diff I want to order more product You have the choice of creating a new order or using Force Bill send out the next shipment immediately. text/html 2026-05-07T14:20:47+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:return_last_shipment&rev=1778163647&do=diff I want to return my last shipment Customers may request a refund for unopened merchandise within 30 days of purchase. They must follow our RMA process. * The customer is responsible for shipping costs. * There is a $9 restocking fee per item. As always, text/html 2026-05-07T14:19:58+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:where_is_refund&rev=1778163598&do=diff I returned the order, where is my refund? Familiarize yourself with their account in the CRM to see if any refunds have been issued yet. Note: Refunds are only processed automatically for shipments that include an RMA number. If the customer returned to sender, refused delivery, or did not include an RMA number: