Save me!
Agent save the subscription by offering 20% discount on the next delivery.
Subscribe product: $60
Show us how to fill in the master list.
Under Subscriptions
Saved Subscription Column: $48
Refund column: $12
Call dispo: Sub: Save with 20%
Choose a cancellation reason.
Scenario: Cancel subscription. Not save.
What is your call disposition?
Sub: Cancelled
When to fill in the new order and subscription column?
New order : One time purchase only.
Subcription Column if order is on subscribe and save.
What order id you're going to put on OTP cross sell if cx avail the new order with subscription.
Shopify new Order ID
Customer is calling to follow up the refund. Already sent the photo.
What is your call dispo?
Internal Escalation
Customer is calling to follow up the refund. Already sent the photo.
What is your call dispo?
Internal Escalation
Customer call in to place the order for a bag of Multicollagen at $69.99 one time only.
Agent cross sell 3 bags of Cacao bliss $133.50 with subscription.
Which column will you add the $133.50 and the $69.99
New Order
Cross Sell
Amount $ $69.99
New Subscription Amount $133.50
Cx process an new order with subscription.
Where to put recharge order ID
Where to put shopify order ID
Recharge order ID should be put in "New Subscription Order # Process in Recharge and add order ID"
Shopify order ID should be put on "OTP New Order # OR
Cross Sell Order # Shopify or Sticky"
Customer cancel and refund order. Within MBG. Agent was not able to save and processed in full.
Subscribe amt: $160
Shipping: 0
Tax: $2
How much will you refund and which column to fill in?
Under Subscriptions
Refund column: $162
Call dispo: Sub: Full refund
Choose a cancellation reason.
Scenario: Cancel subscription. Not save.
What will be your call disposition.
Sub: Cancelled
Cx calling to check order status. Also want to skip the next shipment.
What is your call disposition?
Inquiry: Billing/Delivery/Order Status
Cm wants to order and subscribe every 3months delivery amounting $135
Where to put the $135?
"New Subscription Amount" $135 and fill the new order #
Scenario: Customer want to refund order from last month. Agent save with 50% refund.
OTP Product: $220
Shipping fee: 9.95
Tax: 4.00
How much is the refund and the save amount?
Under "One Time Purchase"
Saved column $110
Refund column $110
When to use Internal Escalation Disposition?
Scenario: Customer want to refund order and cancel subscription. Amt: $120
Agent: Cancel sub but customer agree with 30% refund.
Which column to fill in?
$84 Under Subscriptions-"Refund $-subscription"column
$36 Under Subscription -"Saved $-Subscription" column
Agent able to save the subscription for a 20% discount.
Subscription amount: $100
What will you put in the New subscription amount?
None- Leave it empty