Push Innovation, LLC s1

Push Innovation, LLC Push Innovations CS Skin Care Products Inbound customer service Support email: Depends on the product Website: Depends on the product CS #: Depends on the product Revised 10/3/2016

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.

1 Push Innovation, LLC Push Innovations CS Skin Care Products Inbound customer service Support email: Depends on the product Website: Depends on the product CS #: Depends on the product Revised 10/3/2016 Product Information: Skim Amour Face Serum :

Instructions For the first couple of weeks, we recommend that customers use the product sparingly (1 to 2 pumps) once a day, preferably at night. The eye cream has retinol palmitate which is a milder version of retinol, specifically designed to go around the eyes. Do not mix face cream and eye cream together. Please use sunscreen when heading out.

Main Ingredient(s): 2 Push Innovation, LLC Push Innovations CS Skin Care Products Inbound customer service Support email: Depends on the product Website: Depends on the product CS #: Depends on the product Revised 10/3/2016 Retinol The main anti-aging ingredient used in this product. Retinol is an advanced form of Vitamin A, it is one of the few compounds to effectively work against wrinkles. Not to be confused with Retin A, retinol is not as strong and won’t irritate skin as much.

Black Currant Seed An ingredient that neutralizes free radicals (which are the invisible particles in the air that make an apple turn brown once it's been cut) and help repair skin damage.

Betaine Reduces wrinkles and prevents skin irritation.

General Ingredients: All of the ingredients are located on our website under the 'ingredients' section and on the bottle itself, there should be a list of ingredients for you.

Rebuttals for Common Complaints: Customer claims that they are allergic to product (Redness, Irritation, Peeling, and/or breaking out): Explain to customer that it is unlikely that they are allergic to product, due to retinol it is somewhat normal to experience those side effects. It actually means that product is working by exfoliating the dead skin cells. Tell customer to use little amount (1 to 2 pumps) to give time for skin to get used to the retinol. Also customer can start by applying the cream once a day preferably at night , and can eventually get to twice a day. Its is also recommended to use sunscreen prior to getting any sun exposure.

Customer claims that product causes eyes to swell up: Explain to customer that face cream is not designed to go around the eyes. The skin around the eyes is thinner than rest of skin, and applying pure retinol around the eyes will cause puffiness. Tell customer to only use it on the face and neck area, staying away from the eyes.

Skim Amour Eye Cream:

3 Push Innovation, LLC Push Innovations CS Skin Care Products Inbound customer service Support email: Depends on the product Website: Depends on the product CS #: Depends on the product Revised 10/3/2016

Instructions For the first couple of weeks , we recommend that customers use the product sparingly (1 to 2 pumps) once a day, preferably at night. The eye cream has retinol palmitate which is a milder version of retinol, specifically designed to go around the eyes. Do not mix face cream and eye cream together. Please use sunscreen when heading out.

Main Ingredient(s): Peptides Applied topically can cause body to produce more collagen than usual which will help the skin retain its youthful feel.

Retinol Palmitate A more mild version of retinol, which is the only proven ingredient to work against wrinkles. Only designed to go around the eyes.

General Ingredients: All of the ingredients are located on our website under the 'ingredients' section and on the bottle itself, there should be a list of ingredients for you.

Rebuttals for Common Complaints: 4 Push Innovation, LLC Push Innovations CS Skin Care Products Inbound customer service Support email: Depends on the product Website: Depends on the product CS #: Depends on the product Revised 10/3/2016 Customer claims that they are allergic to product (Redness, Irritation, Peeling, and/or breaking out): Explain to customer that it is unlikely that they are allergic to product, due to retinol it is somewhat normal to experience those side effects. It actually means that product is working by exfoliating the dead skin cells. Tell customer to use little amount (1 to 2 pumps) to give time for skin to get used to the retinol palmitate. Also customer can start up by applying the cream once a day preferably at night , and can eventually get to twice a day. Its is also recommended to use sunscreen prior to getting any sun exposure.

Customer claims that product causes eyes to swell up: Explain to customer that only the eye cream goes around the eyes, not the face cream. The skin around the eyes is thinner than rest of skin, and applying pure retinol around the eyes will cause puffiness. Tell customer to reduce the amount they use, only apply it once a day (at night), and not to mix the products.

Skin Amour Vitamin C Serum:

5 Push Innovation, LLC Push Innovations CS Skin Care Products Inbound customer service Support email: Depends on the product Website: Depends on the product CS #: Depends on the product Revised 10/3/2016

Instructions For the first couple of weeks, we recommend that customers use the product sparingly (1 to 2 pumps) once a day, preferably at night. Do not mix this face cream and eye cream together. Please use sunscreen when heading out.

Main Ingredient(s): Vitamin C The main anti-aging ingredient used in this product. Vitamin C, is one of the few compounds to effectively work against wrinkles. Not to be confused with Retinol or Vitamin A, they are not as strong and might irritate skin more frequently than Vitamin C anti-aging products.

Collagen Keeps skin resilient and smooth, makes up for the decline in collagen production your skin normally goes through as you age.

General Ingredients: All of the ingredients are located on our website under the 'ingredients' section and on the bottle itself, there should be a list of ingredients for you.

6 Push Innovation, LLC Push Innovations CS Skin Care Products Inbound customer service Support email: Depends on the product Website: Depends on the product CS #: Depends on the product Revised 10/3/2016 for skin to get used to the retinol. Also customer can start by applying the cream once a day preferably at night , and can eventually get to twice a day. Its is also recommended to use sunscreen prior to getting any sun exposure.

Main Policies and Procedures:

7 Push Innovation, LLC Push Innovations CS Skin Care Products Inbound customer service Support email: Depends on the product Website: Depends on the product CS #: Depends on the product Revised 10/3/2016 Product Trial Website Pricing Support Email Customer support Type Number Skin Amour Anti- 14 day https://www.skinamourserum.com/ Day 1 [email protected] (877) 497-0817 Aging Serum trail. $4.95 Campaign ID 12 for Starts shipped free the day 30 day product/reship/one the order supply -time is placed Day 14 charges/straight $94.97 sales w/ and w/out NO recurring PRODUC T SHIPPED Day 45 $91.36 30 day supply shipped Skin Amour Anti- 14 day https://www.skimamourcream.com/ Day 1 [email protected] (888) 616-6114 Aging Eye Cream trail. $5.95 Campaign ID 13 for Starts shipped free the day 30 day product/reship/one the order supply -time is placed Day 14 charges/straight $89.97 sales w/ and w/out NO recurring PRODUC T SHIPPED Day 45 $89.42 30 day supply shipped Skin Amour Vitamin Straight www.purebodyelite.com $34.97 [email protected] (877) 750-7938 `C Serum Campaign sale only m ID 14 for free offered product/reship/one as a step -time 3 charges/straight product sales when the customer places an order.

Can Cross Reference the Products Listed Below

8 Push Innovation, LLC Push Innovations CS Skin Care Products Inbound customer service Support email: Depends on the product Website: Depends on the product CS #: Depends on the product Revised 10/3/2016 Save Options: ALL PRODUCTS

In Trial:

1. Build Value and offer trial extension (UP TO 30 DAYS FROM DATE OF ORDER, UNLESS SHIPPING ISSUE):

a. Try not to offer a discount, AT ALL COSTS, on the 1st call with the customer. Advise we will extend up to 30 days from date of order. Advise the caller they can call back on the 29th day and we will have discounts available for them.

b. You can also tell the customer that if they cancel on that call they will have to return the product with a $9.95 RSF or we can extend their trial and to call back on the 29th day and they will not have to return anything.

c. You can combine the verbiage above as well

2. 35% discount to continue

3. 50% discount to continue

4. 75% discount to continue

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)

CAN ONLY OFFER PARTIAL REFUNDS IF THE CALLER IS WITHIN MBG GUIDELINES (unopened product, within 30 days etc. Still have to offer saves to continue as well but can be combined with refunds in the particular case)

The Return Policy:

30 day from date of order UNOPENED, STRICTLY ENFORCED – IF THE CALLER HAS AN UNOPENED PACKAGE THEY ARE TRYING TO RETURN YOU STILL HAVE TO OFFER SAVES GOING FORWARD 1ST IF CALLER DECLINES AND STILL WANTS A REFUND YOU ARE TO OFFER FREE PRODUCT AND PARTIAL REFUNDS in the amounts of 35, 50 and 75% PRIOR TO ISSUING RMA.

 Product has to be unopened, unless they are canceling within trial.

 We do not accept packages with marked refused or returned to sender. 9 Push Innovation, LLC Push Innovations CS Skin Care Products Inbound customer service Support email: Depends on the product Website: Depends on the product CS #: Depends on the product Revised 10/3/2016  9.95 restocking fee (use more as a deterrent)

 Customer has to call customer service to cancel. Customer cannot cancel via email.

 Packages have to back to the warehouse by the 30th day

 Returning packages must have RMA on the outside.

 RMA is generated in the system by finding the section that says RMA. Choose the reason and click generate RMA link.

 Customer is required to get tracking.

 If the customer was suppose to be canceled and was not. Try 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.

Return Address:

Attn: (Product Name) PO Box 25380 Santa Ana CA 92799

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 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

10 Push Innovation, LLC Push Innovations CS Skin Care Products Inbound customer service Support email: Depends on the product Website: Depends on the product CS #: Depends on the product Revised 10/3/2016 . 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

 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”

11 Push Innovation, LLC Push Innovations CS Skin Care Products Inbound customer service Support email: Depends on the product Website: Depends on the product CS #: Depends on the product Revised 10/3/2016  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.

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. 12 Push Innovation, LLC Push Innovations CS Skin Care Products Inbound customer service Support email: Depends on the product Website: Depends on the product CS #: Depends on the product Revised 10/3/2016  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 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: 13 Push Innovation, LLC Push Innovations CS Skin Care Products Inbound customer service Support email: Depends on the product Website: Depends on the product CS #: Depends on the product Revised 10/3/2016  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.

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:

14 Push Innovation, LLC Push Innovations CS Skin Care Products Inbound customer service Support email: Depends on the product Website: Depends on the product CS #: Depends on the product Revised 10/3/2016  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:

 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

15 Push Innovation, LLC Push Innovations CS Skin Care Products Inbound customer service Support email: Depends on the product Website: Depends on the product CS #: Depends on the product Revised 10/3/2016 .

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.

 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)