Push Innovation, LLC Push Innovations CS Skin Care Inbound customer service Support email: see grid within CCM Website: see grid within CCM CS #: see grid within CCM Revised 1.12.2017
Customer Care Manual
This Manual represents the user guide to providing our customers the best in customer care. It is our goal to give the customers the support that results in high buyer satisfaction and allows us to show that our company is consumer-centric in all aspects of interaction with our customers.
The following is the outline of the information that is provided in this manual. It will be specific for each of our products.
CRM: Limelight
Log Ins: Will be in ARC.
Product Information: Push Innovation, LLC Push Innovations CS Skin Care Inbound customer service Support email: see grid within CCM Website: see grid within CCM CS #: see grid within CCM Revised 1.12.2017 Inherent Beauty Face Serum: Apply 1-2 times per day on clean skin
INGREDIENTS:
Purified Water, Glycerine, Hydrolyzed Collagen, Porphyridium Cruentum Extract, Hydrolyzed Marine Collagen, Silanetriol, Glutamylamidoethyl Imidazole, Deanol, Lactic Acid, Sodium Hyaluronate, Acrylates/Steareth-20 Methacrylate Copolymer, Magnesium Ascorbyl Phosphate, Aloe Vera Gel, Polysorbate 20, Phenoxyethanol, Imidazolidinyl Urea, EDTA, Potassium Sorbate, Tocopherol Acetate, Thyme Extract, Citric Acid, Chamomile (Matricaria recutita) Extract, Passion Flower (Passiflora Incarnata) Extract, Hydrolyzed Silk Protein, Retinol Palmitate (Vitamin A Palmitate)
Main Policies and Procedures: Push Innovation, LLC Push Innovations CS Skin Care Inbound customer service Support email: see grid within CCM Website: see grid within CCM CS #: see grid within CCM Revised 1.12.2017 Should only handle Inherent Beauty accounts on these calls however should you find another product in the same LL account, please attempt to provide the correct customer service number to the caller. If they state that is the number they called, take down the descriptor from their statement, telephone number they called, which gate it came through and DNIS - note in the account and you can assist the caller at that point.. “Let me see if I can dig further to see if I can find that account”
Product Trial Type Website Inherent Beauty Face Serum Campaign ID 47 for free product/reship/one-time charges/straight sales TO SEND 14 day trail. Starts the day the order is www.tryinherent.com OUT A RESHIPMENT YOU placed WOULD USE CAMPAIGN 47 AND USE PRODUCT ID 133 FREE SHIPMENT. Pricing Support Email Customer support Number Day 1 shipped 30 day supply Day 14 NO PRODUCT SHIPPED customer is billed for the product [email protected] (888) 239-5985 already received Day 45 30 day supply shipped
Save Options: ALL PRODUCTS
In Trial:
1. Build Value and offer trial extension (UP TO 30 DAYS FROM DATE OF ORDER, UNLESS SHIPPING ISSUE): Try not to offer discounts but you can if needed.
a. "I certainly understand that you wish to cancel your trial, however, if you cancel this early in the trial period the company asks for a return of the unused portion which includes a $9.95 processing fee. Alternatively, I can extend your trial to give you another 2 weeks to try that product risk free and hopefully you will start to see those results you are looking for. The new end date of the trial will be {Tell the customer the day BEFORE the end} and if you are still not happy with the product by that date, you can call us and cancel at that point and you will not be charged anything further. I think however that you will be very excited by your results, in which case you can call us and see if there are any discounts available, because we run specials all the time."
2. 35% discount to continue
3. 50% discount to continue
4. 75% discount to continue
5. Last ditch to pay the $9.95 restocking fee to keep Push Innovation, LLC Push Innovations CS Skin Care Inbound customer service Support email: see grid within CCM Website: see grid within CCM CS #: see grid within CCM Revised 1.12.2017 a. Only if customer refuses/becomes irate/threatening would we not charge the $9.95 per product
If customer declines all save options DO NOT issue an RMA, allow them to keep as a courtesy.
Post Trial:
1. Build value offer free bottle (up to 2 free bottles). Ensure to explain the value of the merchandise they are getting for free. The next ship-date can be adjusted to accommodate the caller.
a. MAXIMUM of 2 free bottles TOTAL, per customer.
2. 35% discount to continue + free bottle (up to 2 free bottles)
3. 50% discount to continue + free bottle (up to 2 free bottles)
4. 75% discount to continue + free bottle (up to 2 free bottles)
You can offer free product whether the customer is canceling or not. This is a great alternative with a no money back guarantee product.
The Return Policy:
No MONEY BACK GUARNATEE- - Unless the caller is irate/threatening, call is at 8 minutes no refunds to be offered. If the caller is doing one of those mentioned start offering partial refunds 35%, 50%, 75% this can be combined with free product.
We will refund cases of fraud (meaning none of the information on the account matches and you had to access by the credit card number)
A GREAT standard rebuttal for callers that are asking for a refund but we cannot provide is
“We deeply apologize that we are not able to provide a refund however that is why we are able to offer you free product and deeply discounted pricing going forward. I can completely understand why you are upset as I would feel the same way but I also know that the product is amazing and a lot of our customers report seeing reduction in wrinkles, tighter, firmer, softer, and overall more youthful appearance with continued use of 30-90 days. We can delay your account until (provide date up to 90 days max), use up the product that I am going to send to you. I am confident you will find love it but if not there is no obligation, simply give us a call and we will cancel your account. IF you do love it you would get a (provide discount amount) for the life of your account, OK!?”
Only if customer is irate/threatening are you allowed to offer partial refunds AND IT HAS TO BE NOTED. If caller does not accept partial refunds and wants a full refund, DO NOT issue RMA simply refund in full
If the customer calls after they have been billed for month 1 + and they have not received the package yet. If they are IRATE/THREATENING and you end up having to offer partial refunds – resulting in a full refund, you can advise the caller to refuse the package – THIS IS THE ONE TIME THAT IT IS OK TO ADVISE THE CUSTOMER TO REFUSE THE PACKAGE.
If the customer was billed due to agent error attempt to get the customer to return the package prior to being refunded. If customer is highly irate WE CAN MAKE AN EXCEPTION and refund up front tell customer to refuse the package due to agent error – THIS IS THE SECOND TIME THAT IT IS OK TO ADVISE THE CUSTOMER TO REFUSE THE PACKAGE. Push Innovation, LLC Push Innovations CS Skin Care Inbound customer service Support email: see grid within CCM Website: see grid within CCM CS #: see grid within CCM Revised 1.12.2017 Return Address:
Fulfillment Center Attention: Inherent Beauty, LLC PO Box 24567 Santa Ana, CA 92799 United States
Consumer Agency Threat: Any time a customer threatens it is VERY important that we satisfy thee customer but STILL use the PROPER REBUTTAL PROCEDURE
WE WILL ONLY REFUND MOST RECENT CHARGE within 30 DAYS UNLESS THE CALLER IS THREATENING ATTORNEY GENERAL, BBB, AND/OR DISPUTE. IF THE CALLER IS THREATENING THE 3 MENTIONED AGENCIES WE CAN REFUND 2 CHARGES BUT THIS IS A LAST RESORT. IF YOU HAVE TO REFUND THE MOST RECENT CHARGE IN FULL, YOU WILL ATTEMPT AT ALL COSTS TO NOT REFUND THE 2ND CHARGE IN FULL. STAND TOUGH BUT POLITE THAT IT IS WELL OUTSIDE 30 DAYS AND ISSUINNG A PARTIAL IS A COURTESY.
THE ONLY “THREATS” THAT YOU DO NOT HAVE TO FOLLOW THE REBUTTAL PROCEDURE FOR ARE CALLS WHERE THE BANK IS ON THE LINE AND HANG UPS. PLEASE SEE BELOW FOR THAT PROCEDURE
Even if the bank is on the line you will explain the terms of the trial and only offer partials if necessary leading up to full refunds. YOU DO NOT SIMPLY CAVE IF THE BANK IS ON THE LINE.
IF THE BANK IS ON THE LINE:
Confirm if the dispute has already been filed or if this is a call prior to filing a dispute
o If the caller has already filed the dispute, explain why the charge occurred and cancel the account. DO NOT refund. If the customer is willing to drop the dispute and the bank can confirm this we will offer partial refunds leading up to full.
o If the caller has not filed a dispute:
. Explain terms in an empathetic manner
. Offer partials with free product – up to a full refund if absolutely necessary. If they are looking for multiple refunds, offer partials on the 2nd most recent transaction prior to resorting to full.
IF THE CALLER HANGS UP:
Call the customer back immediately
If the caller answers offer partials leading up to full refund, if necessary.
If no answer REFUND IN FULL for the most recent transaction and leave a VM.
o If the customer calls back, confirm they did not file a dispute prior to fully refunding.
o If they have filed a dispute, if they can call back with the bank on the line to confirm the dispute will be dropped than we can refund the customer.
CONSIDERED A THREAT:
Bank/Dispute/Charge-back Push Innovation, LLC Push Innovations CS Skin Care Inbound customer service Support email: see grid within CCM Website: see grid within CCM CS #: see grid within CCM Revised 1.12.2017 Bank Representative or Bank Rep
Better Business Bureau or BBB
Attorney General or AG
Lawyer/Legal action/Sue
3 or more calls or Repeat caller
Federal Trade Commission
Online reputation threats/Facebook/Tell friends
Police threats
Hang-ups
Customer is fighting for a refund for over 8 minutes (without making a valid threat)
Rebuttal Procedure: Politely explain the dispute process
Example: Ma’am/Sir, I do understand you are upset but I have seen instances like this before. The bank will initially give you your money back when you file a dispute. After that they investigate the charge you are disputing and ask us for our Terms and Conditions and a screen shot of where you had agreed to them, once we have provided this information they will remove the funds from your account without warning. Once you file that Chargeback, we can no longer assist you with a refund. I really want to help you and see you get the most money back as possible. Let’s go avoid that and refund (partial refund amount) and we will send you a free bottle as well, ok”
2nd Example: “We deeply apologize that we are not able to provide a refund however that is why we are able to offer you free product . I can completely understand why you are upset as I would feel the same way but I also know that the product is amazing and a lot of our customers report seeing reduction in wrinkles, tighter, firmer, softer, and overall more youthful appearance with continued use of 30-90 days. Use up the product that you currently have, I am going to send to you another months supply. I am confident you will find love it but if not there is no obligation, simply give us a call when you are ready to order more, OK!?”
Offer free bottle(s) of product
Offer 35% refund with free bottle(s)
Offer 50% refund with free bottle(s)
Offer 75% refund with free bottles(s) (use return shipping costs and restocking fee as a deterrent to persuade the customer to not return the merchandise)
Full refund no free bottles
o There should be very few accounts that have to be refunding in full. Even when refunding in full the caller would have to return the product and they are responsible for the cost of shipping. Push Innovation, LLC Push Innovations CS Skin Care Inbound customer service Support email: see grid within CCM Website: see grid within CCM CS #: see grid within CCM Revised 1.12.2017 OTHER REBUTTAL EXAMPLES:
o Free Bottle(s)
. “I do apologize but we can only accept unopened product in return. What I can do for you is send you a free bottle of (product name) a $____ value. We will cancel your account but this essentially cuts the price in half because you are getting 2 bottles for the price of one.”
IF YES: Send free bottle.
IF NO: Go to next refund percentage with free bottle.
o 35% refund with free bottle(s)
. “You will have to pay the return shipping, once it is returned there will be a 9.95 restocking fee deducted from your refund, and it can take up to 30 days to see that refund reflect in your account. Instead we can send you a free bottle, which is a $___ value, AND give you a 35% refund. You will see that refund within the next 1-5 business days, OK!?
IF YES: Send free bottle and apply refund.
IF NO: Go to next refund percentage with free bottle.
o 50% refund with free bottle(s)
o 75% refund with free bottle(s)
o Provide RMA ONLY IF WITHIN the 30 DAY MBG and package is UNOPENED
. If package is opened, they have to threaten to be offered a refund STILL HAS TO BE WITHIN 30 DAYS. Process is the same as listed above. You are required to follow this rebuttal procedure prior to promising a full refund. If you provide the caller a full refund, they still need to return.
CUSTOMER CLAIMING FRAUD PROCEDURE:
DO NOT refund account simply because caller is saying the order is fraudulent.
Confirm ALL customer information (have them quote it to you) also pointing out the IP address and fraud is when someone else uses their card, not a misunderstanding of the terms. Advise that typically in fraud cases the person who “fraudulently” used the card would not have the merchandise shipped to the cardholders address.
Advise you can “flag” the account as fraud and the authorities will investigate the account but if it is found to not be fraud sometimes there are repercussions for a false fraud claim (usually the customer will back down from claiming fraud at this point and switch their focus to say it was unauthorized vs. fraud)
Same day order cancellation:
You can only CANCEL same day ORDERS in Limelight, as long as it has not been sent to fulfillment. However, YOU CANNOT REFUND THE POSTAGE UNLESS THE CALLER THREATENS: “We can certainly cancel the order for you today however when you pay Push Innovation, LLC Push Innovations CS Skin Care Inbound customer service Support email: see grid within CCM Website: see grid within CCM CS #: see grid within CCM Revised 1.12.2017 the postage fee it goes directly to the postal service, so we cannot credit that charge. We do have the option (pitch trial extension) .”
Can cancel orders the same day 1st time orders. Meaning if the customer placed the trial today and they call because they change their mind, you should try to save but you can CANCEL the account.
o Check order history to confirm whether or not the order has been sent to fulfillment
. If NO: TYPE DO NOT SHIP INTO SHIPPING ADDRESS SECTION AND SAVE, STOP THE RECURRING
. If YES: WE cannot stop the shipment therefore we cannot cancel.
Chargeback Policies:
If a customer has a documented chargeback in their account then they are not eligible to place any further orders with us.
If customer is inquiring about a refund they would need to contact their bank
If customer calls with bank on the line confirm if a dispute was filed.
o If the caller has already filed a dispute and they are looking for information then follow terms to a “T”. Do not give any notation information only order dates and if/when the customer called to cancel/ MBG policy etc. Always note the outcome of the call.
o If the customer is calling with the bank on the line before they file a dispute, as long as it is within 30 days of the charge, provide a refund for the most recent charge, provide return information if one of the products outlined to be able to issue RMA.
We can only refund most recent charge WITHIN 30 DAYS if customer is threatening charge back/ dispute policies. Unless it is agent error.
Delivery Recommendations for Products to be returned to us:
Customer is required to get tracking
We are not responsible for lost or stolen items
If customer can provide tracking that we have received it back agent can submit a request for a refund.
If customer does not have tracking we have to wait for fulfillment to process the package and refund.
Unverifiable Return of Product Policy
If customer calls in and is looking for a refund for returned product
1. Ask for a tracking number to confirm we have received it back. If customer can provide this than submit a request and note the tracking number in the account. Advise customer they will see the refund within 5 business days. Push Innovation, LLC Push Innovations CS Skin Care Inbound customer service Support email: see grid within CCM Website: see grid within CCM CS #: see grid within CCM Revised 1.12.2017 2. If customer does not have tracking look in the account to see if it is noted that the fulfillment has processed the package.
If customer does not have tracking and there are no notes in the account advise the customer that we have to wait until the fulfillment center processes the package and notes they will refund the account. This process can take 30- 60 days without a tracking number because packages are processed in the order they are received.
Cust call in stating the returned the product without an RMA and is asking for a refund
Tell cust that products returned without an RMA cannot be refunded
Tell cust that the warehouse will not process a refund and might send them the product back , instead offer a 50 % or 75% partial refund
If cust declines or threatened to dispute, then issue a refund minus 9.95 restocking fee
If cust returned more than one product without an RMA, you can only assist them with the last shipment
If needed, offer to send them back the other products they returned
Credit Processing:
If the customer can provide tracking than agent can submit a request for a refund and advise the customer they will see that reflect within 5 business days.
Customer will see the refund in 3-5 business days after it is processed on our end.
If customer cannot provide tracking we have to wait on fulfillment to process the package and note the account which time frame can range for 30-60 days from the day it is received at our warehouse.
Continuity Shipment Date Modifications:
We can push the trial out max of 30 days from date of order unless there is a shipping delay. Then we can accommodate the customer.
We can move the next ship date out a total of 90 days maximum
Immediate Correction of Company Errors:
Will correct agent error, try to save but if you cannot provide return information and customer will be refunded when we receive it back. If customer starts to escalate about waiting for refund then refund up front.
Will correct shipping delay, meaning if customer does not get it for 2 weeks we can extend the money back guarantee, trial date or ship date.
Will correct product damage, give customer return info and submit a reship request for reshipment
Reship policy: 14 Day Reship Policy
We will IMMEDIATELY reship if the below: Push Innovation, LLC Push Innovations CS Skin Care Inbound customer service Support email: see grid within CCM Website: see grid within CCM CS #: see grid within CCM Revised 1.12.2017 Address on the account is incorrect
Product they received is damaged
Tracking confirms delivery to the wrong address
Has it been 14 days?
No……. “We have to allow 14 days for the product to be delivered to you. Please wait until ____ date, and if you still have not received it give us a call back and we will ship you another bottle for free…..
Yes…… RESHIP the package.
o We offer 1 courtesy reship to the caller regardless.
IF THE CALLER IS LOOKING FOR A REFUND BECAUSE THEY CLAIM TO HAVE NOT RECEIVED THE MERCHANDISE:
1. Offer a reshipment
a. If caller declines reship, track package to see if the package is confirmed delivered to the customer
Does tracking confirm delivery
o Yes: WE CANNOT REFUND UNLESS THREAT IS MADE, still follow rebuttal procedure…. Reshipments are a courtesy and we are not required to reship if the tracking confirms delivery.
o NO: Offer partial refunds with reshipment
. If the caller declines all attempts you can refund, as tracking has confirmed they indeed did not receive the merchandise
.
Other Policies Required:
Caller calls to cancel and their 1st trial conversion charge declined and did not successfully bill them.
Remember to always ask the reason why they want to cancel and try to reconnect customer with product
Do not tell cust that acct is already cancelled because rebill 1 was declined, the system will still try to charge acct at a later time to attempt to collect the amount owed
Tell cust that they have to settle account before we can cancel it permanently, offer a partial discount to settle account
Once account is settled , offer free bottle and or discounts to keep cust subscribed
EVEN IF THE CUSTOMER DECLINES TO PAY YOU DO NOT CANCEL THE ACCOUNT, UNLESS THEY THREATEN. APPLY 75% DISCOUNT AND TOGGLE THE ACCOUNT.
Cust called in stating they did not want upsell order
Explain to cust that they have to click on “No thank you” to avoid upsell order added to original order. Push Innovation, LLC Push Innovations CS Skin Care Inbound customer service Support email: see grid within CCM Website: see grid within CCM CS #: see grid within CCM Revised 1.12.2017 Recommend to cust to keep additional bottle because it is significantly discounted and that there is a 30 day money back guaranteed if they are not satisfied with product.
You can even offer to send out an additional free bottle or up to a 50% discount as incentives for customer to keep product.
If cust threatens to cancel the whole order (including the original) or makes a valid threat, then we can make an exception and void the upsell charge, and put “ do not ship” on address lines.(only if product was ordered the same day and hasn’t shipped out yet)