https://wiki.dialcustomersolutions.com/ 2026-05-06T11:59:02+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 2026-03-23T09:08:03+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:cancel_my_order&rev=1774256883&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 2026-05-04T16:59:00+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:cannot_order&rev=1777913940&do=diff I am having trouble placing my order online * Ask first what error message they did encounter online - they might BLACKLISTED * Ask what card they are trying to use completing the order. ---------- Then, you can attempt to manually place an order for the customer. text/html 2026-03-23T09:12:51+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:change_address&rev=1774257171&do=diff * I need to change the address for my order. * Order has shipped * Contact USPS with tracking number at 1-800-275-8777. * Order has not shipped. text/html 2026-03-23T07:27:34+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:change_frequency&rev=1774250854&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. 1. Click on the Continuity tab from the customer record in the CRM. Click on the 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 2026-03-23T09:34:11+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:charges&rev=1774258451&do=diff I ordered a free sample / gift / trial size I never intended to sign up for a subscription I want a refund Terms were not on the website. I never placed an order with you. * Confirm email & physical addresses, card number. Will need to launch a fraud investigation - we can assist as we track the IP address of all orders. text/html 2026-03-22T02:17:14+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:damaged&rev=1774145834&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 2026-03-23T07:20:44+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:delivery&rev=1774250444&do=diff Where is my delivery? USPS has returned to sender > get correct address and reship. text/html 2026-03-23T09:20:38+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:did_not_receive&rev=1774257638&do=diff I never received my shipment and do not want it The first thing you should do is check the delivery status of the order to see if it has arrived. If they can locate the package, they can follow our RMA process to return it. If the item was delivered: Talk Track: I checked the tracking number for your order with USPS/UPS and it is showing that the package was delivered successfully to your address on text/html 2026-03-23T09:31:19+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:i_want_a_refund&rev=1774258279&do=diff I want a refund Customers may send back unopened merchandise via our RMA process within 30 days of their order. Always make an offer to a customer to try and have them keep the product instead. I sent the products back already If the customer returned to sender or refused delivery: text/html 2026-03-22T03:26:13+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:manager&rev=1774149973&do=diff Wants to speak with a manager or supervisor Sometimes a customer will request to speak with a manager/supervisor. We are now have a supervisor on standby to take calls but you should encourage the customer to work with you. Do not ask the customer to call back. text/html 2026-03-23T09:12:51+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:no_upsell&rev=1774257171&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 2026-03-23T09:09:34+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:order&rev=1774256974&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 2026-03-23T09:08:09+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:return_last_shipment&rev=1774256889&do=diff * Under 30 days > restock fee * Over 30 days text/html 2026-03-22T03:26:12+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:told_refund&rev=1774149972&do=diff I was told I was getting a refund text/html 2026-03-23T07:22:38+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:where_is_delivery&rev=1774250558&do=diff Where is my delivery? Check the Fulfillments tab in the CRM to check the delivery status of the order. If the package is still in transit: Provide the Tracking # and carrier (Method). Talk Track: As you will see in the tracking details, the shipment is currently in transit. You can continue to monitor your delivery at this link. text/html 2026-03-23T09:14:15+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:where_is_refund&rev=1774257255&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: