WELCOME GREETING
Thank you for calling Customer Service, my name is [name], how can I help you today?
Notes: Remember we are making advertisements for our client on every call (so sound perky and helpful). If for any reason, you don’t hear the caller, make sure you greet them at least 3 times in case there is a delay. Again, we have to make a recording for our clients to hear in which we greet cheerfully on every call whether the caller answers or not.
Notes: Remember we are making advertisements for our client on every call (so sound perky and helpful). If for any reason, you don’t hear the caller, make sure you greet them at least 3 times in case there is a delay. Again, we have to make a recording for our clients to hear in which we greet cheerfully on every call whether the caller answers or not.
LOOKUP THE CUSTOMER
Ok, let me see if I can help you with that, can I get a phone number so I can look up your account? Ok, now can I get your full name? Ok, can you confirm your shipping address? Great. Now I need just a moment to review your account details. Please hold for just a moment...
Always ask for and use Phone Number. Then when the list of customers is displayed ask for full name (but do not make the customer spell it). Once you find the account, ask the customer to verify the shipping address (you’ll need this later to check against shipped orders). ONCE YOU FIND THE ACCOUNT, TELL THE CALLER YOU NEED TIME TO REVIEW AND go to the STATUS OF ACCOUNT step.
Always ask for and use Phone Number. Then when the list of customers is displayed ask for full name (but do not make the customer spell it). Once you find the account, ask the customer to verify the shipping address (you’ll need this later to check against shipped orders). ONCE YOU FIND THE ACCOUNT, TELL THE CALLER YOU NEED TIME TO REVIEW AND go to the STATUS OF ACCOUNT step.
IN TRIAL
ORDER NOT PLACED BY THE CUSTOMER
CUSTOMER CLAIMS USE BY FAMILY, ETC.
Notes: When a customer claims that their credit card was used to place an order and it was likely a family member or friend, then use the following statement:
- I’m sorry to hear that [restate their situation]. We definitely don't want any more charges on that card! Let me put a Fraud Hold on your account to stop any further charges or shipments.
- [CUSTOMER RESPONDS]
- Ok, well, the FIRST thing to do is to get everything cancelled so there can be NO FURTHER ACTIVITY on the account. Then, I’ll be back to give you the finance office's address where you can send a police report and request your refund.
- [IMMEDIATE HOLD BEFORE CUSTOMER RESPONDS]
- Ok, we’re done, there will be no more charges to your card and 3-5 days after the finance office receives the report, they will credit back all charges. Are you ready for that address? Send a police report to: 398 E. Dania Beach Blvd. Suite: 400, Dania Beach, FL 33004
- [CX STILL INSISTS ON REFUND: FINAL STATEMENT]
- I’m sorry Sir/Madam, but I put a Fraud Flag on your account...and since you said the charge was unauthorized, I assumed you wanted us to investigate and prosecute the person. There is nothing else I can do for you today...but you can easily get all your money back in just a few days if you just spell out the details of the theft and send it to the finance office. Can I give you the address again?
CUSTOMER CLAIMS USE BY THIEF OR HACKER
Notes: When a customer claims there has been a stolen credit card, SOMETIMES this is serious and we need to help them as much as possible to get their funds back.
- I’m sorry to hear about (restate customer situation), that’s terrible. What I CAN do for you RIGHT NOW while you are on the phone with me, is to cancel everything and put a FRAUD HOLD on your account to ensure there is no further billing.
- [CUSTOMER RESPONDS]
- Ok, let me put you on hold for a few moments to cancel everything to ensure there can be NO FURTHER ACTIVITY ON THIS CARD...and then I’ll be back to give you instructions on how to get a refund for all charges.
- [HOLD]
- Ok, I have put a permanent fraud hold on the account so there can be no further activity. Our fraud department will want to work with you AND THE LOCAL POLICE to prosecute whoever stole your credit card…so you need to send us a police report as soon as possible. When they get the police report and investigate, they will give you a FULL refund, usually within 3-5 days of receiving the report. Are you ready to write down the address? ADDRESS: 398 E. Dania Beach Blvd. #400 Dania Beach, FL 33004:
- [CUSTOMER STILL INSISTING: FINAL STATEMENT]
- Since you said the card number was stolen, I put a PERMANENT fraud flag on your account---and NOW I’m locked out...any refund will have to come from the finance office after you send the report. You can understand that putting your refund BACK on a stolen credit card would just be giving more money to the thief to take from you. So please send us a police report as soon as possible.
PRODUCT NOT SHIPPED
PROVIDE STATUS
YOU MUST REVIEW EVERYTHING POSSIBLE ABOUT THE ACCOUNT. Order date, ship dates, billing dates, shipping charges and EOT charges that have been billed. You should also look to see if the product has been delivered and has a tracking number AND look at the CRM notes for any clues about how any history or previous calls from this customer. You need to know when the next bill is going to happen as well. This is a LOT of work, but it will pay off because you will be confident and know what the only options are for the customer. You may feel you are keeping the customer on hold too long, but you need to know everything. DO NOT RUSH THIS STEP!
I see that an order was placed on our website on [Date] requesting that we ship a 30 day supply of [brand name], with a retail price of $79.99, to review and try free for 18 days... We shipped the product on [ship date] and that is why there is a $4.95 charge for shipping. The next charge will be for $ 79.99, around the 18th day from the original order date, because that is when the trial review period ends and payment for the product is due.
I see that an order was placed on our website on [Date] requesting that we ship a 30 day supply of [brand name], with a retail price of $79.99, to review and try free for 18 days... We shipped the product on [ship date] and that is why there is a $4.95 charge for shipping. The next charge will be for $ 79.99, around the 18th day from the original order date, because that is when the trial review period ends and payment for the product is due.
EXTEND TRIAL PERIOD
Rather than cancel today, I can give you more time to use the product to see if you get the result you were expecting… It only takes one second to extend the review period. Then if you change your mind just call in to cancel before (new trial date) and we'll be glad to help you, ok
REDUCE MONTHLY BILLING
Is it possible the monthly cost of the product is why you want to cancel? If so, I can discount the price of the product by 50% so when we bill you in a few days and each month thereafter you only have to pay $39.95. How does that sound?
EXTEND PERIOD BETWEEN SHIPMENTS
Is it possible that you'd still stay with us if I move the shipments to every other month, instead of every month? Or every 90 days?
SAVE SALE PAY JUST $39.95
Well, since you still want to cancel, the terms REQUIRE, you to ship our product back or you have to pay the full amount...but I know that can be a hassle, so let me help you out. Rather than going to the trouble of find a box, finding a post office, getting a tracking number and then paying $5 to $10 to send the package back, most customers just pay for the product and I can give you a huge discount. If we just charge your card a one-time charge of just $39.95 today, you could keep the product and avoid returning anything…how does that sound?
LAST OFFER $19.95
Our company want's customers much more than we want products back in our warehouse---so we will almost give you the product so you can try it and hopefully become a long-term customer. If I charge you just $19.95 today, that will give you over 75% off. This way we both win, you get the product at the best price we ever offer, and we get a customer. Do you want to do this instead of returning it?
RMA TO CANCEL
Notes: We want to make the RMA sound really painful and time consuming---and ask once more if the CX wants to just take the last EARLY SAVE OFFER that was presented. If they still insist, issue the RMA but warn them they only have 14 days to return the product.
Since you really don’t want to keep the product, I will give you a number that you need to write on the outside of the package. I'll put all future charges on hold for 15 more day to give you time to return it to our warehouse. You should use a method of shipment that has a tracking number, because if we don't receive the package in the next 15 days, and you don't have proof that you sent it, we'll still bill you the $79.95. Or as I said, I'd be glad to give the product for you for $19.95 and you can just keep it and not worry about returning it. Do you want to do that? Please write this number on the outside of the box when you send it in: XXXXX The address to send the package to is: 398 E. Dania Beach Blvd. #400
Dania Beach, FL 33004 I will also send you an email with instructions to you.
Since you really don’t want to keep the product, I will give you a number that you need to write on the outside of the package. I'll put all future charges on hold for 15 more day to give you time to return it to our warehouse. You should use a method of shipment that has a tracking number, because if we don't receive the package in the next 15 days, and you don't have proof that you sent it, we'll still bill you the $79.95. Or as I said, I'd be glad to give the product for you for $19.95 and you can just keep it and not worry about returning it. Do you want to do that? Please write this number on the outside of the box when you send it in: XXXXX The address to send the package to is: 398 E. Dania Beach Blvd. #400
Dania Beach, FL 33004 I will also send you an email with instructions to you.
EXIT
I'm sorry, but those are the only options---you can either return the product or purchase it for just $19.95. If you don't choose one or the other then we are going to bill you the full price of our product. [CUSTOMER REFUSES OPTIONS] Well, unfortunately, I have other customers on hold that I have to help. Pleaes call us back if you change your mind. Thank you for calling customer service, Goodbye.
THREATS: BBB, FTC, AG, AG, CHARGEBACK, CALL BANK
RMA
I'm sorry to hear that you want to (restate the threat). As I mentioned, the terms of the offer were clearly where you entered your credit card and if we are contacted by (threat) we will gladly show them how our offer works. But, instead of having to do that, if you'll return the package, I'll be able to cancel your account. Can I give you the Return Number to write on the outside of the package?
SAVE SALE $19.95
We know that it's a bit of a hassle to return a package---and that's why we have set up a low cost way to just purchase the product you've received. For just $19.95 you can purchase the product and I'll cancel everything immediately.
EXIT
I'm sorry, but those are the only options---you can either return the product or purchase it for just $19.95. If you don't choose one or the other then we are going to bill you the full price of our product. [CUSTOMER REFUSES OPTIONS] Well, unfortunately, I have other customers on hold that I have to help. Pleaes call us back if you change your mind. Thank you for calling customer service, Goodbye.
BANK REP ON LINE (MUST READ)
Since you are a representative of a bank for one of our customers, I have been asked to read this statement to you before we can proceed:
RMA
So, in order to cancel the account today, I need a commitment from the customer that they will return the product. Here is the RMA number which should be written on the outside of the package so they warehouse can credit the customer with the cancellation when they receive the package.
SAVE SALE $19.95
The best option, to avoid going to all the hassle of returning the product is to let me discount the purchase from $79.95 down to just $19.95. I can change the card on file and then cancel the account. Would you like this option.
REFUND AND KEEP PRODUCT
Well, we certainly don't want a chargeback, so I will just cancel the account and the customer can keep the product.
PRODUCT SHIPPED NOT RECEIVED
PROVIDE STATUS
YOU MUST REVIEW EVERYTHING POSSIBLE ABOUT THE ACCOUNT. Order date, ship dates, billing dates, shipping charges and EOT charges that have been billed. You should also look to see if the product has been delivered and has a tracking number AND look at the CRM notes for any clues about how any history or previous calls from this customer. You need to know when the next bill is going to happen as well. This is a LOT of work, but it will pay off because you will be confident and know what the only options are for the customer. You may feel you are keeping the customer on hold too long, but you need to know everything. DO NOT RUSH THIS STEP!
I see that an order was placed on our website on [Date] requesting that we ship a 30 day supply of [brand name], with a retail price of $79.99, to review and try free for 18 days... We shipped the product on [ship date] and that is why there is a $4.95 charge for shipping. The next charge will be for $ 79.99, around the 18th day from the original order date, because that is when the trial review period ends and payment for the product is due.
I see that an order was placed on our website on [Date] requesting that we ship a 30 day supply of [brand name], with a retail price of $79.99, to review and try free for 18 days... We shipped the product on [ship date] and that is why there is a $4.95 charge for shipping. The next charge will be for $ 79.99, around the 18th day from the original order date, because that is when the trial review period ends and payment for the product is due.
EXTEND TRIAL PERIOD
Rather than cancel today, I can give you more time to use the product to see if you get the result you were expecting… It only takes one second to extend the review period. Then if you change your mind just call in to cancel before (new trial date) and we'll be glad to help you, ok
REDUCE MONTHLY BILLING
Is it possible the monthly cost of the product is why you want to cancel? If so, I can discount the price of the product by 50% so when we bill you in a few days and each month thereafter you only have to pay $39.95. How does that sound?
EXTEND PERIOD BETWEEN SHIPMENTS
Is it possible that you'd still stay with us if I move the shipments to every other month, instead of every month? Or every 90 days?
SAVE SALE PAY JUST $39.95
Well, since you still want to cancel, the terms REQUIRE, you to ship our product back or you have to pay the full amount...but I know that can be a hassle, so let me help you out. Rather than going to the trouble of find a box, finding a post office, getting a tracking number and then paying $5 to $10 to send the package back, most customers just pay for the product and I can give you a huge discount. If we just charge your card a one-time charge of just $39.95 today, you could keep the product and avoid returning anything…how does that sound?
LAST OFFER $19.95
Our company want's customers much more than we want products back in our warehouse---so we will almost give you the product so you can try it and hopefully become a long-term customer. If I charge you just $19.95 today, that will give you over 75% off. This way we both win, you get the product at the best price we ever offer, and we get a customer. Do you want to do this instead of returning it?
RMA TO CANCEL
Notes: We want to make the RMA sound really painful and time consuming---and ask once more if the CX wants to just take the last EARLY SAVE OFFER that was presented. If they still insist, issue the RMA but warn them they only have 14 days to return the product.
Since you really don’t want to keep the product, I will give you a number that you need to write on the outside of the package. I'll put all future charges on hold for 15 more day to give you time to return it to our warehouse. You should use a method of shipment that has a tracking number, because if we don't receive the package in the next 15 days, and you don't have proof that you sent it, we'll still bill you the $79.95. Or as I said, I'd be glad to give the product for you for $19.95 and you can just keep it and not worry about returning it. Do you want to do that? Please write this number on the outside of the box when you send it in: XXXXX The address to send the package to is: 398 E. Dania Beach Blvd. #400
Dania Beach, FL 33004 I will also send you an email with instructions to you.
Since you really don’t want to keep the product, I will give you a number that you need to write on the outside of the package. I'll put all future charges on hold for 15 more day to give you time to return it to our warehouse. You should use a method of shipment that has a tracking number, because if we don't receive the package in the next 15 days, and you don't have proof that you sent it, we'll still bill you the $79.95. Or as I said, I'd be glad to give the product for you for $19.95 and you can just keep it and not worry about returning it. Do you want to do that? Please write this number on the outside of the box when you send it in: XXXXX The address to send the package to is: 398 E. Dania Beach Blvd. #400
Dania Beach, FL 33004 I will also send you an email with instructions to you.
EXIT
I'm sorry, but those are the only options---you can either return the product or purchase it for just $19.95. If you don't choose one or the other then we are going to bill you the full price of our product. [CUSTOMER REFUSES OPTIONS] Well, unfortunately, I have other customers on hold that I have to help. Please call us back if you change your mind. Thank you for calling customer service, Goodbye.
THREATS: BBB, FTC, AG, AG, CHARGEBACK, CALL BANK
RMA
I'm sorry to hear that you want to (restate the threat). As I mentioned, the terms of the offer were clearly where you entered your credit card and if we are contacted by (threat) we will gladly show them how our offer works. But, instead of having to do that, if you'll return the package, I'll be able to cancel your account. Can I give you the Return Number to write on the outside of the package?
SAVE SALE $19.95
We know that it's a bit of a hassle to return a package---and that's why we have set up a low cost way to just purchase the product you've received. For just $19.95 you can purchase the product and I'll cancel everything immediately.
EXIT
I'm sorry, but those are the only options---you can either return the product or purchase it for just $19.95. If you don't choose one or the other then we are going to bill you the full price of our product. [CUSTOMER REFUSES OPTIONS] Well, unfortunately, I have other customers on hold that I have to help. Pleaes call us back if you change your mind. Thank you for calling customer service, Goodbye.
BANK REP ON LINE (MUST READ)
Since you are a representative of a bank for one of our customers, I have been asked to read this statement to you before we can proceed:
RMA
I'm sorry to hear that you want to (restate the threat). As I mentioned, the terms of the offer were clearly where you entered your credit card and if we are contacted by (threat) we will gladly show them how our offer works. But, instead of having to do that, if you'll return the package, I'll be able to cancel your account. Can I give you the Return Number to write on the outside of the package?
SAVE SALE $19.95
We know that it's a bit of a hassle to return a package---and that's why we have set up a low cost way to just purchase the product you've received. For just $19.95 you can purchase the product and I'll cancel everything immediately.
EXIT
I'm sorry, but those are the only options---you can either return the product or purchase it for just $19.95. If you don't choose one or the other then we are going to bill you the full price of our product. [CUSTOMER REFUSES OPTIONS] Well, unfortunately, I have other customers on hold that I have to help. Pleaes call us back if you change your mind. Thank you for calling customer service, Goodbye.
PRODUCT SHIPPED AND RECEIVED
PROVIDE STATUS
YOU MUST REVIEW EVERYTHING POSSIBLE ABOUT THE ACCOUNT. Order date, ship dates, billing dates, shipping charges and EOT charges that have been billed. You should also look to see if the product has been delivered and has a tracking number AND look at the CRM notes for any clues about how any history or previous calls from this customer. You need to know when the next bill is going to happen as well. This is a LOT of work, but it will pay off because you will be confident and know what the only options are for the customer. You may feel you are keeping the customer on hold too long, but you need to know everything. DO NOT RUSH THIS STEP!
I see that an order was placed on our website on [Date] requesting that we ship a 30 day supply of [brand name], with a retail price of $79.99, to review and try free for 18 days... We shipped the product on [ship date] and that is why there is a $4.95 charge for shipping. The next charge will be for $ 79.99, around the 18th day from the original order date, because that is when the trial review period ends and payment for the product is due.
I see that an order was placed on our website on [Date] requesting that we ship a 30 day supply of [brand name], with a retail price of $79.99, to review and try free for 18 days... We shipped the product on [ship date] and that is why there is a $4.95 charge for shipping. The next charge will be for $ 79.99, around the 18th day from the original order date, because that is when the trial review period ends and payment for the product is due.
EXTEND TRIAL PERIOD
Rather than cancel today, I can give you more time to use the product to see if you get the result you were expecting… It only takes one second to extend the review period. Then if you change your mind just call in to cancel before (new trial date) and we'll be glad to help you, ok
REDUCE MONTHLY BILLING
Is it possible the monthly cost of the product is why you want to cancel? If so, I can discount the price of the product by 50% so when we bill you in a few days and each month thereafter you only have to pay $39.95. How does that sound?
EXTEND PERIOD BETWEEN SHIPMENTS
Is it possible that you'd still stay with us if I move the shipments to every other month, instead of every month? Or every 90 days?
SAVE SALE PAY JUST $39.95
Well, since you still want to cancel, the terms REQUIRE, you to ship our product back or you have to pay the full amount...but I know that can be a hassle, so let me help you out. Rather than going to the trouble of find a box, finding a post office, getting a tracking number and then paying $5 to $10 to send the package back, most customers just pay for the product and I can give you a huge discount. If we just charge your card a one-time charge of just $39.95 today, you could keep the product and avoid returning anything…how does that sound?
LAST OFFER $19.95
Our company want's customers much more than we want products back in our warehouse---so we will almost give you the product so you can try it and hopefully become a long-term customer. If I charge you just $19.95 today, that will give you over 75% off. This way we both win, you get the product at the best price we ever offer, and we get a customer. Do you want to do this instead of returning it?
RMA TO CANCEL
Notes: We want to make the RMA sound really painful and time consuming---and ask once more if the CX wants to just take the last EARLY SAVE OFFER that was presented. If they still insist, issue the RMA but warn them they only have 14 days to return the product.
Since you really don’t want to keep the product, I will give you a number that you need to write on the outside of the package. I'll put all future charges on hold for 15 more day to give you time to return it to our warehouse. You should use a method of shipment that has a tracking number, because if we don't receive the package in the next 15 days, and you don't have proof that you sent it, we'll still bill you the $79.95. Or as I said, I'd be glad to give the product for you for $19.95 and you can just keep it and not worry about returning it. Do you want to do that? Please write this number on the outside of the box when you send it in: XXXXX The address to send the package to is: 398 E. Dania Beach Blvd. #400
Dania Beach, FL 33004 I will also send you an email with instructions to you.
Since you really don’t want to keep the product, I will give you a number that you need to write on the outside of the package. I'll put all future charges on hold for 15 more day to give you time to return it to our warehouse. You should use a method of shipment that has a tracking number, because if we don't receive the package in the next 15 days, and you don't have proof that you sent it, we'll still bill you the $79.95. Or as I said, I'd be glad to give the product for you for $19.95 and you can just keep it and not worry about returning it. Do you want to do that? Please write this number on the outside of the box when you send it in: XXXXX The address to send the package to is: 398 E. Dania Beach Blvd. #400
Dania Beach, FL 33004 I will also send you an email with instructions to you.
EXIT
I'm sorry, but those are the only options---you can either return the product or purchase it for just $19.95. If you don't choose one or the other then we are going to bill you the full price of our product. [CUSTOMER REFUSES OPTIONS] Well, unfortunately, I have other customers on hold that I have to help. Please call us back if you change your mind. Thank you for calling customer service, Goodbye.
THREATS: BBB, FTC, AG, AG, CHARGEBACK, CALL BANK
RMA
I'm sorry to hear that you want to (restate the threat). As I mentioned, the terms of the offer were clearly where you entered your credit card and if we are contacted by (threat) we will gladly show them how our offer works. But, instead of having to do that, if you'll return the package, I'll be able to cancel your account. Can I give you the Return Number to write on the outside of the package?
SAVE SALE $19.95
We know that it's a bit of a hassle to return a package---and that's why we have set up a low cost way to just purchase the product you've received. For just $19.95 you can purchase the product and I'll cancel everything immediately.
EXIT
I'm sorry, but those are the only options---you can either return the product or purchase it for just $19.95. If you don't choose one or the other then we are going to bill you the full price of our product. [CUSTOMER REFUSES OPTIONS] Well, unfortunately, I have other customers on hold that I have to help. Pleaes call us back if you change your mind. Thank you for calling customer service, Goodbye.
BANK REP ON LINE (MUST READ)
Since you are a representative of a bank for one of our customers, I have been asked to read this statement to you before we can proceed:
RMA
So, in order to cancel the account today, I need a commitment from the customer that they will return the product. Here is the RMA number which should be written on the outside of the package so they warehouse can credit the customer with the cancellation when they receive the package.
SAVE SALE $19.95
The best option, to avoid going to all the hassle of returning the product is to let me discount the purchase from $79.95 down to just $19.95. I can change the card on file and then cancel the account. Would you like this option.
REFUND AND KEEP PRODUCT
Well, we certainly don't want a chargeback, so I will just cancel the account and the customer can keep the product.
EXIT
Ok, I'm going to update the notes on that account that the customer's issue was resolved satisfactorily and that you will not be pursuing a chargeback on the account. Is there anything else I can help you with?
POST-TRIAL
ORDER WAS NOT PLACED BY THE CUSTOMER
CUSTOMER CLAIMS USE BY FAMILY, ETC.
Notes: When a customer claims that their credit card was used to place an order and it was likely a family member or friend, then use the following statement:
- I’m sorry to hear that [restate their situation]. We definitely don't want any more charges on that card! Let me put a Fraud Hold on your account to stop any further charges or shipments.
- [CUSTOMER RESPONDS]
- Ok, well, the FIRST thing to do is to get everything cancelled so there can be NO FURTHER ACTIVITY on the account. Then, I’ll be back to give you the finance office's address where you can send a police report and request your refund.
- [IMMEDIATE HOLD BEFORE CUSTOMER RESPONDS]
- Ok, we’re done, there will be no more charges to your card and 3-5 days after the finance office receives the report, they will credit back all charges. Are you ready for that address? Send a police report to: 398 E. Dania Beach Blvd. Suite: 400, Dania Beach, FL 33004
- [CX STILL INSISTS ON REFUND: FINAL STATEMENT]
- I’m sorry Sir/Madam, but I put a Fraud Flag on your account...and since you said the charge was unauthorized, I assumed you wanted us to investigate and prosecute the person. There is nothing else I can do for you today...but you can easily get all your money back in just a few days if you just spell out the details of the theft and send it to the finance office. Can I give you the address again?
CUSTOMER CLAIMS USE BY THIEF OR HACKER
Notes: When a customer claims there has been a stolen credit card, SOMETIMES this is serious and we need to help them as much as possible to get their funds back.
- I’m sorry to hear about (restate customer situation), that’s terrible. What I CAN do for you RIGHT NOW while you are on the phone with me, is to cancel everything and put a FRAUD HOLD on your account to ensure there is no further billing.
- [CUSTOMER RESPONDS]
- Ok, let me put you on hold for a few moments to cancel everything to ensure there can be NO FURTHER ACTIVITY ON THIS CARD...and then I’ll be back to give you instructions on how to get a refund for all charges.
- [HOLD]
- Ok, I have put a permanent fraud hold on the account so there can be no further activity. Our fraud department will want to work with you AND THE LOCAL POLICE to prosecute whoever stole your credit card…so you need to send us a police report as soon as possible. When they get the police report and investigate, they will give you a FULL refund, usually within 3-5 days of receiving the report. Are you ready to write down the address? ADDRESS: 398 E. Dania Beach Blvd. #400 Dania Beach, FL 33004:
- [CUSTOMER STILL INSISTING: FINAL STATEMENT]
- Since you said the card number was stolen, I put a PERMANENT fraud flag on your account---and NOW I’m locked out...any refund will have to come from the finance office after you send the report. You can understand that putting your refund BACK on a stolen credit card would just be giving more money to the thief to take from you. So please send us a police report as soon as possible.
PRODUCT NEVER SHIPPED
PROVIDE STATUS
I see that an order was placed on our website on [Date] requesting that we ship a 30 day supply of [brand name], with a retail price of $79.99, to review and try free for 18 days... We shipped the product on [ship date] and that is why there is a $4.95 charge for shipping. The next charge will be for $ 79.99, around the 18th day from the original order date, because that is when the trial review period ends and payment for the product is due.
RESTART TRIAL, REFUND LATER
What is easiest for me to do is to restart your trial for you and rush our product out to you for you to try. If for any reason it doesn't work for you, then you just have to call us and we'll cancel any future shipments. Can I start your trial over today?
RESTART TRIAL, REFUND NOW
Ok, we'll we really want you as a customer and I'm so sorry about the problem we had with shipping, so let me refund the full amount we have charged you except for the $4.99 for shipping and then we'll restart your trial review period today and I'll place an order to reship our product for you to try. If you don't like it, just call us and we'll cancel your trial.
REFUND AND CANCEL
I'm sorry that you don't want to at least try the product. I'll refund the full purchase price and the shipping and make sure you are not charged again in the future.
PRODUCT SHIPPED, NOT RECEIVED, SHOWS DELIVERED
PROVIDE STATUS
I see that an order was placed on our website on [Date] requesting that we ship a 30 day supply of [brand name], with a retail price of $79.99, to review and try free for 18 days... We shipped the product on [ship date] and that is why there is a $4.95 charge for shipping. The next charge will be for $ 79.99, around the 18th day from the original order date, because that is when the trial review period ends and payment for the product is due.
RESHIP OF PRODUCT
Since you don't have to product and you've already paid for it, let me place an order to ship it out to you today.
RESHIP AND REDUCE MONTHLY BILLING 50%/$39.95
We really don't want to lose a customer, so let me reship the product to you right now, and as a courtesy, I can reduce the monthly price of any future shipments by 50% to just $39.95.
RESHIP AND CLEAN CANCEL
What I can do then is reship the package to you and then cancel your account so there is no further billing. If you try the product and you don't want to keep it, you can call us to either return it for a full refund or you can keep it and we'll give you a discounted price.
RESHIP AND PARTIAL-REFUND 25%/$19.95
Unless you either find the package or go to the postal service and get a claim number and send that back to us, I can't give you a full refund since we shipped the package and according to the postal service our $79.95 product was delivered to the address entered on our site. But what I can do is give you a courtesy credit of 25% for your troubles and reship the package to you so you'll have it.
RESHIP AND PARTIAL-REFUND 50%/39.95
Let me put you on a brief hold to see if there is anything else I can do. Ok, I have been able to refund 50% of your money today, would you like me to process a reship so you will have the product and then we'll process a 50% refund right now and cancel any future shipments or charges.
POSTAL CLAIM FOR FULL REFUND
I'm sorry but a full refund requires that you return either the product, or you make a claim for the product that we sent and that the postal service says was delivered to your address. If you can either find the product, or you can make the claim to the post office and product that to us, then we can issue a full refund. Would you like a fax number to send the claim to, or would you like me to reship the product to you and give you the partial refund right now of $39.95?
THREATS: BBB, FTC, AG, AG, CHARGEBACK, CALL BANK
I'm sorry to hear that you want to (restate the threat). As I mentioned, the terms of the offer were clear where you entered your credit card and if we are contacted by (threat) we will gladly show them how our offer works. We did our part by shipping the product to the address and the postal servce said it was delivered.
RESHIP OF PRODUCT
Since you don't have to product and you've already paid for it, let me place an order to ship it out to you today.
RESHIP AND REDUCE MONTHLY BILLING 50%/$39.95
We really don't want to lose a customer, so let me reship the product to you right now, and as a courtesy, I can reduce the monthly price of any future shipments by 50% to just $39.95.
RESHIP AND CLEAN CANCEL
What I can do then is reship the package to you and then cancel your account so there is no further billing. If you try the product and you don't want to keep it, you can call us to either return it for a full refund or you can keep it and we'll give you a discounted price.
RESHIP AND PARTIAL-REFUND 25%/$19.95
Unless you either find the package or go to the postal service and get a claim number and send that back to us, I can't give you a full refund since we shipped the package and according to the postal service our $79.95 product was delivered to the address entered on our site. But what I can do is give you a courtesy credit of 25% for your troubles and reship the package to you so you'll have it.
RESHIP AND PARTIAL-REFUND 50%/39.95
Let me put you on a brief hold to see if there is anything else I can do. Ok, I have been able to refund 50% of your money today, would you like me to process a reship so you will have the product and then we'll process a 50% refund right now and cancel any future shipments or charges.
POSTAL CLAIM FOR FULL REFUND
I'm sorry but a full refund requires that you return either the product, or you make a claim for the product that we sent and that the postal service says was delivered to your address. If you can either find the product, or you can make the claim to the post office and product that to us, then we can issue a full refund. Would you like a fax number to send the claim to, or would you like me to reship the product to you and give you the partial refund right now of $39.95?
PRODUCT SHIPPED, RECEIVED BUT DEFECTIVE
PROVIDE STATUS
I see that an order was placed on our website on [Date] requesting that we ship a 30 day supply of [brand name], with a retail price of $79.99, to review and try free for 18 days... We shipped the product on [ship date] and that is why there is a $4.95 charge for shipping. The next charge will be for $ 79.99, around the 18th day from the original order date, because that is when the trial review period ends and payment for the product is due.
PRODUCT REMEDIES TO MAKE IT WORK BETTER
I know you said the product didn't work for you. There are many things you can do to make it more effective, such as making sure you are sleeping in a completely dark room and eliminating exposure to electronics such as cell phones or television two hours before bedtime.
EXTEND BILLING 60 DAYS FOR MORE TIME TO TRY
Sometimes it just takes a few weeks before all the active ingredients start working together to help customers sleep. What I can do for you is extend your next shipment out for 60 days so you can try the product longer. You just call us in the next 30 to 45 days and we'll cancel any future shipments if the product still is not effective.
CLEAN CANCEL
Ok, since you don't want to use our product any longer, then I'll cancel your account and you won't have any more charges or shipments. Would you like me to email your cancelation number or do you want to write it down now?.
COURTESY CREDIT 25%
I'm sorry, but as I said, since we allow customers to try the product before they pay for it, we don't typically give refunds. I was able to give you a 25% refund, but that’s all I can do for you. I'm sorry you're unhappy, but I can't do anything else. I have several customers on hold, so I have to help them. I'll cancel everything for you and if you want the courtesy credit, you can call back in, ok? [LISTEN FOR ANSWER] Ok then, I really must go, thank you for calling customer serivce, have a nice day, goodbye.
EXIT
I'm sorry, but I have provided you with every possible option. If you don't select one, I can't help you and I have several callers waiting on hold, so I am going to have to disconnect the call. So, please let me help you, ok? Ok, well thank you for calling customer service, please call back if you change your mind. Goodbye.
THREATS: BBB, FTC, AG, AG, CHARGEBACK, CALL BANK
CLEAN CANCEL
I'm sorry to hear that you want to (restate the threat). As I mentioned, the terms of the offer were clearly where you entered your credit card and if we are contacted by (threat) we will gladly show them how our offer works. But, as I said, I've cancelled everything so you will not be charged again. [CUSTOMER NOT HAPPY CONTINUE TO NEXT OFFER]
COURTESY CREDIT 25%
Since we allow customers to TRY our product for several days BEFORE they buy, we don't typically give out refunds… [CUSTOMER PERSISTS] Well, the best I can do if offer you a 25% courtesy refund today. That would give you $(amt) that I can apply back to your card right now. Please hold while I apply this credit to your card [CUSTOMER STILL INSISTING]
FULL REFUND UP TO 2 MONTHS RMA
Well, I can tell that you feel very strongly about a refund, but the only way I can do more than the courtesy credit is to have you return the product. If you'll do that, then I'll be able to refund 100% of the purchase price. Let me generate a return authorization number for you to put on the product. [WANT'S REFUND WITHOUT RETURN - TELL THEM IT IS NOT POSSIBLE]
EXIT
I'm sorry, but I have provided you with every possible option. If you don't select one, I can't help you and I have several callers waiting on hold, so I am going to have to disconnect the call. So, please let me help you, ok? Ok, well thank you for calling customer service, please call back if you change your mind. Goodbye.
BANK REP ON LINE (MUST READ)
Since you are a representative of a bank for one of our customers, I have been asked to read this statement to you before we can proceed:
CLEAN CANCEL
Since we allow customers to TRY our product for several days BEFORE they buy, we don't typically give out refunds… so I've cancelled the account and there will not be any further shipments of our product or charges to the credit card.
COURTESY CREDIT 25%
Our terms on our web and mobile sites are very clear---so we don't feel there is any grounds for a refund---but in order to prevent a chargeback, if you'd like I can issue a 25% courtesy credit to the credit card on file. Will this help?
FULL REFUND UP TO 2 MONTHS RMA
The only way I can refund 100% is to have the customer return the product. Do you want an RMA number to go on the outside of the box so you can return the product and receive 100% of your money back?
EXIT
wrap-up the call
PRODUCT SHIPPED RECEIVED
PROVIDE STATUS
I see that an order was placed on our website on [Date] requesting that we ship a 30 day supply of [brand name], with a retail price of $79.99, to review and try free for 18 days... We shipped the product on [ship date] and that is why there is a $4.95 charge for shipping. The next charge will be for $ 79.99, around the 18th day from the original order date, because that is when the trial review period ends and payment for the product is due.
REDUCE MONTHLY BILLING 50%/$39.95
We'd love to keep you as a customer instead of cancelling you. What if I was able to give you a 50% discount on all future shipments, would you like to stay with us?
EXTEND BETWEEN SHIPMENTS (UP TO 90 DAYS)
I know that monthly might be too often to receive product as well, I could give you the 50% discount and extend the billing so that you only received it every 60 days, would that make more sense for you? (offer 90 if necessary)
REDUCE MONTHY BILLING 60%/$33.25
We'd really love to you to keep receiving our product every month or so---so what if I was able to discount the product another 10% to just $ would you like to stay on our auto-shipping program?
CLEAN CANCEL
Ok then, I'll cancel your account right now. Please hold. Ok, I've cancelled your account and I've made sure that you won't receive any further shipments or charges. Do you want to write down your cancellation number now, or do you want me to send it via email? Ok, bye!
COURTESY CREDIT 25%
Because we allow customers to TRY our product for 18 days BEFORE they buy, we don't give refunds except in some extreme cases such as when someone's credit card is stolen… [CUSTOMER PERSISTS] We'll I did here one of the CSRs that got a small courtesy credit for someone in a similar situation, but it was ony about 20%---let me see what I can do [IMMEDIATE HOLD] I was able to get a 25% courtesy credit for you---please hold while I apply it to your credit card, ok?
EXIT
I'm sorry, but as I said, since we allow customers to try the product before they pay for it, we don't typically give refunds. I was able to give you a 25% refund, but that’s all I can do for you. I'm sorry you're unhappy, but I can't do anything else. I have several customers on hold, so I have to help them. I'll cancel everything for you and if you want the courtesy credit, you can call back in, ok? [LISTEN FOR ANSWER] Ok then, I really must go, thank you for calling customer serivce, have a nice day, goodbye.
THREATS: BBB, FTC, AG, AG, CHARGEBACK, CALL BANK
CLEAN CANCEL
I'm sorry to hear that you want to (restate the threat). As I mentioned, the terms of the offer were clearly where you entered your credit card and if we are contacted by (threat) we will gladly show them how our offer works. But, as I said, I've cancelled everything so you will not be charged again. [CUSTOMER NOT HAPPY CONTINUE TO NEXT OFFER]
COURTESY CREDIT 25%
Since we allow customers to TRY our product for several days BEFORE they buy, we don't typically give out refunds… [CUSTOMER PERSISTS] Well, the best I can do if offer you a 25% courtesy refund today. That would give you $(amt) that I can apply back to your card right now. Please hold while I apply this credit to your card [CUSTOMER STILL INSISTING]
FULL REFUND UP TO 2 MONTHS RMA
Well, I can tell that you feel very strongly about a refund, but the only way I can do more than the courtesy credit is to have you return the product. If you'll do that, then I'll be able to refund 100% of the purchase price. Let me generate a return authorization number for you to put on the product. [WANT'S REFUND WITHOUT RETURN - TELL THEM IT IS NOT POSSIBLE]
EXIT
I'm sorry, but I have provided you with every possible option. If you don't select one, I can't help you and I have several callers waiting on hold, so I am going to have to disconnect the call. So, please let me help you, ok? Ok, well thank you for calling customer service, please call back if you change your mind. Goodbye.
BANK REP ON LINE (MUST READ)
Since you are a representative of a bank for one of our customers, I have been asked to read this statement to you before we can proceed:
CLEAN CANCEL
Since we allow customers to TRY our product for several days BEFORE they buy, we don't typically give out refunds… so I've cancelled the account and there will not be any further shipments of our product or charges to the credit card.
COURTESY CREDIT 25%
Our terms on our web and mobile sites are very clear---so we don't feel there is any grounds for a refund---but in order to prevent a chargeback, if you'd like I can issue a 25% courtesy credit to the credit card on file. Will this help?
FULL REFUND UP TO 2 MONTHS RMA
The only way I can refund 100% is to have the customer return the product. Do you want an RMA number to go on the outside of the box so you can return the product and receive 100% of your money back?
EXIT
wrap-up the call
GENERAL QUESTIONS
ABOUT OUR CALL CENTER
Notes: We essentially have one primary location in each of three countries. Lima Peru, Manizales Colombia, Nueva Esparta Venezuela.
I work out of the customer service center located in [Manizales, Colombia], or [Nueva Esparta Venezuela] or [Lima Peru]. We have about [number] employees that work out of this center.
I work out of the customer service center located in [Manizales, Colombia], or [Nueva Esparta Venezuela] or [Lima Peru]. We have about [number] employees that work out of this center.
ABOUT THE COMPANY
The company that produces the product has been in business for over 10 years and is based in Delray Beach, Florida. If you need to reach anyone on their management team, you can send an email to: or a fax to: or a letter to:
ABOUT THE PRODUCT
The product is wonderful:
HOW TO ORDER
Either you can order on our website at tryavinolpm.com or I can transfer you to someone that can place an order for you right now…