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
> 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

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

**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