Wrong Company

Product Inquiry

Account Information

Order Status

They did not order the right product

Confused with order and/ or upsells

Doctor Disapproval

They had an upset stomach for 5 days

If they have closed their account

If their bank has closed

If they request a check

If their card number has changed

True

False

False

True

Tell customer it was refunded and have them check with their bank

Send a refund request to Utah Request

Have supervisor check status of refund

Give customer the order number and tell them to check their statement

Send account Information to Utah Request

Cancel it in 1SC

Memberships cant be set up on PayPal

Make a notation in 1SC

Information in 3PL, but no batch ID or tracking number

If a customer asks

No information in 3PL

Has a batch ID, but no tracking number

No way

Definitely

Only if they can verify the information first

As long as they can verify their account first

Over the phone and by email

By email

It doesn't matter

Over the phone

At least 2-3 apporpriate questions

Ask customer about negative reactions

You only need to ask why they are returning the product

It's no questions asked

If they ask what we were calling them about (customer loyalty team)

If they are just asking questions about the product they ordered

If they have never placed an order

If they are placing a reorder

Tell the customer its from our customer loyalty and offer a call back

Try to find an account, verify their information, and then tell them about customer loyalty, and then offer them the phone number

Tell them its from our customer loyalty team, and give the customer their phone number

Tell customer it was a mistake and add them to our DNC list

If they are mad about a shipping fee back to us

If they are wanting to cancel an order but it has shipped

Only if the customer proactively asks or states they are going

If they have not opened the package