https://wiki.dialcustomersolutions.com/ 2026-09-19T03:39:10+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 2026-08-07T00:53:54+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:cancel_my_order&rev=1786064034&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 2026-08-07T00:54:47+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:cannot_order&rev=1786064087&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 2026-08-07T00:53:54+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:change_address&rev=1786064034&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 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 2026-09-16T20:29:27+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 2026-09-16T17:12:59+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 2026-08-07T00:53:55+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:did_not_receive&rev=1786064035&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 2026-08-07T00:53:56+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:i_want_a_refund&rev=1786064036&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 2026-08-05T05:06:59+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:i_want_my_next_order&rev=1785906419&do=diff I want my next order now If the customer does not want to wait for their next shipment, you can use the Force Bill feature to charge their card and ship the next product immediately. 1. Open the customer's record in the CRM. 2. Click Continuity > Purchase Name text/html 2026-08-05T06:38:11+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:manager&rev=1785911891&do=diff Wants to speak with a manager or supervisor If another 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 2026-08-07T00:53:57+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:no_upsell&rev=1786064037&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 2026-08-07T00:53:08+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:order&rev=1786063988&do=diff I want to order more product You have the choice of creating a new order or using External Payment + Manual Shipping send out the next shipment immediately. text/html 2026-08-07T01:42:02+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:return_last_shipment&rev=1786066922&do=diff * Under 30 days > restock fee * Over 30 days text/html 2026-08-05T05:45:07+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:told_refund&rev=1785908707&do=diff I was told I was getting a refund You will need to verify whether we have issued the refund. Check the Transactions tab in the CRM and look at the Refunds column. The refund may take 2-3 days to appear back on the bank statement. If it has been longer than that, let the customer know that text/html 2026-08-07T00:53:57+00:00 Anonymous (anonymous@undisclosed.example.com) https://wiki.dialcustomersolutions.com/doku.php?id=reasons:where_is_delivery&rev=1786064037&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.