Notes

Change Frequency: minimum 2 months max 5 months for future shipment (continuity tab)
Postponement: max 6 month // max 1yr for catastrophic event sent to military, pregnancy and medical situation for waiting (wait tab)
FDKs are preconfigured kits with a set of specific items in the kit.​ have a set price.​
FDK to FDK Swapping: Edit tab swaping kit to kit items
CDKs (Customizable Dynamic Kits) code OR CB (Choice Bundle) code
FDK to CDK: switch to customizable kit
SOC - standing order configuration

The Admin button can be used to adjust the price of an order that has not been shipped.
Modifying Shipping & Handling is a similar action that is sometimes done to correct mistakes or for customer satisfaction. Offering free Shipping & Handling is a good option to offer customers who have had difficulty with the shipping process.

MAY I ASK WHAT LED TO THAT DECISION?
Want to try another brand: Are you not satisfied with the result you are getting?
So expensive: How are the product so far? Do you have any product that you are not using at all? Maybe we can have it remove to your kit so we can lessen your monthly payment.
Are the product meeting your expectation , is there any products that you are not using at all?
Only order this one time: How are the product so far? after the cx answer build value after.. how was product been working for you? what kind of result are you hoping to achieve? Can i ask what result you have been seeing so far?
haven't seen result: How are you using the products? how often you are using the product? then educate..
just got too much product: is there any items in your kit that you doesn't use? then customize
can i ask how your using the product? Is there any other product you are using aside from MT?

NOTE:
Never ask to repeat the reason for cancellation , active listening and greet the cx accordingly.
** WHAT LED YOU TO THAT DECISION? **
Never provide any personal information, only verify the information from cx.
Cx need to verify billing and shipping when under collection or on nixie flag.

SINCE YOU MENTION ---- BECAUSE OF ALL THESE THINGS YOU HAVE TOLD ME, HERES MY BEST RECOMMENDATION..

if cx req to return shipment offer return save discount then explain return and refund procedure..
if account is cancelled do not advise any confirmation and cancellation #.

decease account : flag as deceased then cancelled the waiting order and clear outstanding balance do not attempt to save and solicit a return.

if the cx req to cancel then disconnect and able to access the account and disconnect you should the cancel the account.

Level1
> Postponement/SHIP NOW
> CUSTOMIZATION: the maximum piece count for MT customization has been increased from 8 to 10 pieces.
> FREQUENCY CHANGE:
> EDUCATION

LEVEL2
offer return save discount to cx who are returning items
> REPLACEMENT/exchange: may replace a full kit if need be, shipment never received
** track button - use to track shipment/tracking information
> DISCOUNTs : only offer if cx returning items
> DELAY PAYMENT: scheduled payment may be postponed for up to 14 days (calendar days, not business days) from the original scheduled date. gents may offer to delay a payment as a courtesy if the customer is experiencing financial hardship, or if the customer refuses to make additional payments while waiting for a returned package to be processed.

return/save discount (20% off the entire kit) one time applies on the package they want to return > save cx hassle of returning package , allows to keep great product for future use.
cancel/save discount (20% off lifetime or loyalty)

Return save is no longer calculated via secondary status***

CX DECLINE SAVE OPTION > provide cx full return instructions / insure the cx is under 60mbg / adv credits will be less SH/ adv cx of any balance.

Please make sure that you have includes all items even empty bottles and a copy of invoice. if you dont have the copy of your invoice please simply write down your name address and order#.

**7-10 buss days for shipping until warehouse received it and another 3-5 buss days for the actual refund will be credited less SH**

LEVEL3 empowerment
REFUNDS/CREDITS: never issue refund outside 60MBG/ SH refund can only be use if cx is upset about paying to retun package/ full refund never received (limitation: verify shipment more than 10 buss days ago offer replacement first) / full refund if shipment already returned, if cx can provide tracking info for return package review tracking info may refund/ cx cannot provide tracking info apologize and adv no refund will eligible until the return is received and process w/in the MBG.
COMPENSATION - FREE PRODUCT: retention (1comp product as save attempt) , escalation (1 comp prod to de esca cx attempt to de esca w/o providing comp product)
** agents are not empowered to offer comp product under any circumstances no exception:
> cx ask for comp product or free sample
> cx is a long time cx and want to send it as reward

--------------------------------
Saving Account****

process > use 2nd status (waiting order) to log in clipper > recap and close
2nd status:
cs cancel req/cancel -
>> save recap closing<<
* summarize
* review balance
* NeXT shipment
* add memo

function to use in save - secondary status

REturn & Refund
cx want to return order - never solicit the return , ask clarification to ensure the request , confirm if cx is under MBG eligibility, offer return save,

cx checking status of return - sk question locate account and current status of the order, provide inform and detail of the status.

MBG:
outside MBG: attempt to explain current standing w/ the mbg and return is not eligible
>> I apologize for any inconvenienced but your order is covered by a 60days MBG that expires as of (date)
Missing order
when address is not recognize as correct according to usps the order is returned and it is marked as NIxie or undeliverable by usps. * not change order status to Nixie * a postcard will sent to cx explaining that we attempt to sent the shipment * is postcard is return as Nixie
if cx want tO keep the shipment and can provide the address update the address on waiting order and ensure future order to go to right location
RETENTION EMPOWERMENT =- cx claim to have order 30days kit and rec 90days kit and on 3 payment plan agent can offer to clear 1 payment as a courtesy. cx must req to cancel. cx must keep the order in question
RETURN/SAVE DISCOUNT- cs return request - return save accepted/cs return request - return save decline CJP** return/save discount only one time offer per account.
>no longer adv cx to refuse package, should adv to return by what ever me and is most convenience.
> CX IS UPSET ABOUT PAYING THE RETURN PACKAGE: OFFER REFUND s/h CANADIAN CX
> cx is not satisfied , esca to help desk
> cx package was sent in error offer to send return label
**reason behind not offer return to sender/refuse package
PACKAGE TAKE LONGER TO GET BACK TO US possibly DELAYING THE REFUND. NO WAY to trace them nor cx can get any sort of receipt proving the return of the package.

return label> agent not empowered to send return label, only forHD. agent would offer clear explanation of replenishment. agent proceed through retention call flow. if cx decline save and refuse return save discont provide full instruction. cx req ret label and not esca adv cx that we dont offer return label. Cx becomes escalalte/ req to speak w/ sup. if agent un able to reach HD create HD ticket ( confirm cx address to main MRL , submit HD ticket with req type return label FR only with clear notes that cx was escalated and demanding MRL) set expectation w/ cx.

"i apologize but there are no supervisor available for consultation right now. Please allow me to submit a req on your behalf to have return label mailed to your physical address."

expect to get return label w/ in 1 week from when the process req.
must physically sent /mailed and not via email
cannot currently sent to cancadian cx
not to be sent to us teritories ex guam pueto rico
are to be sent standard shipping and be overnight ot set for rush
should be done selectively- for serv failure. could be done as one tim,e courtesy except in special circumstances.

return labels are:
> sent through reg mail and has the brand name listedi n ret add
> about the size of the postcard make sure to tell cx to keep an eye for it
> cx will find statement of what was send to them and usps postage label must attached

decline refund - if the refund is accepted by the back we have then fulfilled our position. if cx is not happy about this and wishes to have that money retuned to them, they will haver to take that up w/ their bank.
We are req by law to attempt to issue the refund to card to which it was originally charge if the back refuses to accept refund then we will issue a physical check that will be mailed to the billing address on file for the account. please aloow 2-3 weeks for that check to be printed, mailed and received.

**Returns Processes**
Standard Returns: A Standard Return is performed when you want to refund the customer for the full package price - less shipping and handling – right away or clear the balance of the kit cost.

Partial Returns: A Partial Return is when a customer returns some of the items in their kit but keeps the others. NOTE: any free gifts that come with a package never have to be included in a customer’s return; so if they return everything but free gifts, this would still be a full return. This could also be the case if the customer did not receive a complete package and denies a replacement for the missing item/items

Expected Returns: An Expected Return tells the system to refund the package once the return is received. No refunds will be released until the customer’s physical return is received and processed. We should verify that a package is within the Money Back Guarantee before setting a package to Expected Return.

**every time we dont able to save the cx and cx want to return the package under 60days MBG set the last shipped items to expected return**
last digit 0 and 3 refund / 1 -replacement / 2- exchange