Cancellations 1
A customer sends an email and says "cancel all of this!" He has an order in delivery_enqueued. What macro do we send him?
Email Cancellation Request - Order Processing
What macro do you send the customer when he writes in and wants to cancel and is upset because he did not sign up to be charged more than once
Email Cancellation Request - Auto Renewal Confusion
How do you tell if a ticket is a normal email ticket or a cancellation ticket submitted through the form in the account.
The Ticket Type
Normal Email - Default Ticket Form
Cancellation Ticket = Keeps Cancel Form
What TWO resource docs do you have to help with Winbacks?
Keeps Cancellation Guide and Winback Toolbox
If we attempt a winback, what field needs to be filled out to reflect this in the ZD ticket?
Winback Attempted Field
What FOUR cancellation reasons do we not send to the Keeps Cancel Form/phone and attempt a winback straight from an email?
Competitor, Price, Surplus, Bad Service
A customer sends an email and says "I'm not ready for this refill yet!!!! Please don't ship". His order is in delivery_enqueued. What do we do?
Cancel his order. Refund his order. Set his Next Billing Date to three months from now. Add User Note.
In response, let him know we can adjust refill date if he needs it sooner.
Reason: We always want to set NBD even if we don't know when he may need it. If we leave it in ESTIMATED, and he doesn't respond to us letting us know when he needs it, we won't ever charge him. It's best to set a date and acknowledge the refill date with customer so it's now on him to make changes if he wants it on a different day.
True or False : If you are redirecting a customer to the Keeps Cancel Form / phone call and he has an order in Delivery_enqueued, you should leave the order as is and not touch it
True
What must a ticket include in order for it to pop back up after 7 days if the customer does not respond to the winback attempt?
1. Form = Keeps Cancel Form
2. Ticket Topic = No Redirect to Form
3. Status = Pending
If a customer accepts a price winback offer, where do we go to apply the offer in Admin?
Subscription Control Panel
THREE!
Scenario: A customer is canceling his subscription and he has an order in delivery_enqueued? List the THREE admin actions you must always take?
Cancel order, refund order, cancel subscription
Do we redirect customers to the Keeps Cancel Form or to phone if they ask to cancel via SMS or Chat
No
After how many days does a Winback Attempt cancellation ticket pop back up into your Open tickets?
7 days
When a customers is canceling due to price and he gives you a specific price he is paying, what is the strategy to win him back (ie what price point to we attempt)?
We match or we offer the next lowest price
List the 7 reasons we do not redirect a customer to the Keeps Cancel Form / phone.
1. Didn't complete consultation
2. First order has not shipped yet
3. Not a Match
4. No RX for OOS
5. 5th order customer
6. Surplus, competitor, price, bad service
7. Having serious side effects and/ or provides detailed account of side effect
False
True or False : If you are redirecting a customer to the Keeps Cancel Form / phone call and he has an order in Delivery_enqueued, you should put the order ON HOLD
False
If the customer's NBD is scheduled within the next 7 days and you are attempting a winback, what do you do?
Delay NBD by 12 days
If a customer has a delivery_enqueued or RX_pending pharmacy order and you are attempting a winback, what do you need to do?
Put pharmacy order ON HOLD
What do we do if a customer submits another type of form request (delay refill, remove treatment, reactivate) but it is evident he was looking for the Keeps Cancel Form? Please explain your answer.
A customer sends an email and says "I'm not ready for this refill yet!!!! Please don't ship". His order is in status_complete but does not have tracking yet. What do we do?
Reason: because order has processed, we cannot cancel the shipment. Because he's not saying he wants to cancel subscription, we should do whatever we can to assist as best as we can. Let him know while we can't cancel this one at this point, we have delayed the next refill by an extra three months and we are happy to push it back further if he needs.
Why do we not send 5th order customers to the Keeps Cancel Form or to call?
The Keeps Cancel Form is to cause friction with customers. The fact that we have already charged a customer for order we cannot ship is friction enough. We may have an opportunity to winback so we might as well try to do so from an email and increase our chances
If a customer accepts a winback offer but has a CHARGE PENDING invoice, what must we do?
Cancel the invoice and set the NBD
(add user note is bonus)