Cancellations/order changes
Hello {{ticket.customer.firstname}},
My name is Adriane; I’m the fraud specialist here at Bully Max.
I’m reaching out to inform you that your order {{ticket.customer.integrations.shopify.orders[0].name}} has been canceled because it did not pass our system’s fraud analysis.
Bully Max has implemented a policy to mitigate fraudulent activity. Under this policy, orders are canceled if an account has a chargeback in its history.
A chargeback occurs when a customer disputes a credit card charge and requests a refund from the issuing bank. When a chargeback is initiated, the merchant’s bank retrieves the funds from the customer's account and returns them to the issuing bank.
Chargebacks are protection offered to consumers as an easy way to dispute suspicious transactions and to protect them from fraud. A history of chargebacks is a red flag for potentially fraudulent activity in an account.
We’ve canceled and refunded this order because you have a chargeback in your account history.
Please allow 3-7 business days (Monday - Friday) for the refund of TOTAL AMOUNT to be processed. Funds will be reimbursed using the original form of payment used for the purchase.
We apologize for the inconvenience.
Kind regards,
❌ Cancel - Chargeback history
Hi {{ticket.customer.firstname}},
Thank you for reaching out to us!
Yes, Bully Max products are formulated for all breeds—from small breeds to large, and everything in between. Our products are designed to provide complete and balanced nutrition, offering a range of health benefits for dogs of all sizes, ages, and activity levels.
Whether you have a puppy, an adult, or a senior dog, Bully Max can help support their muscle growth, weight gain, and overall health.
If you have any specific questions about which product might be best for your dog, feel free to let us know! We're here to help.
You can view all products here: https://shop.bullymax.com/pages/products
❓All Breeds & All ages [AI Compatible]
Hello {{ticket.customer.firstname}},
I've issued you a partial refund for your last order {{ticket.customer.integrations.shopify.orders[0].name}}, please allow 3-7 business days (Monday - Friday) for the refund to be processed.
Reimbursement of funds will be allocated back to the original form of payment used for the purchase.
Have a great day!
💸Manually refunded a purchase
Hi {{ticket.customer.firstname}},
Thank you for your recent inquiry regarding the shipping charge on your order. We understand your concerns about unexpected costs and appreciate the opportunity to clarify our shipping policy.
I'm pleased to let you know that Bully Max offers complimentary shipping for all orders exceeding $100. This benefit is automatically applied at checkout, ensuring a smoother shopping experience without the need for promotional codes.
To take advantage of this offer, simply place your order through our website at [shop.bullymax.com: http://shop.bullymax.com/](https://shop.bullymax.com) or via the Bully Max app.
Our app not only facilitates a convenient shopping experience but also gives you access to exclusive deals.
You can download the app [here](https://shop.bullymax.com/pages/app).
We value your business and are committed to providing exceptional service and quality products.
Should you have any more questions or need further assistance, please don't hesitate to contact us.
Thank you for choosing Bully Max, and we look forward to serving you again.
🙁CANCEL REQUEST - Product too Expensive / shipping is too expensive
Hi {{ticket.customer.firstname}},
Thank you for reaching out.
I can see that you created a subscription for {{ticket.customer.integrations.recharge.subscriptions[0].product_title}}. We offer a 10% discount on subscription orders. This discount was applied to your order as well.
Please see the screenshot below from your checkout page session:
You can view additional details on your subscription at: https://shop.bullymax.com/tools/recurring/login
If you're having trouble logging in or remembering your password, you can request access to your subscription dashboard here: : http:https://shop.bullymax.com/tools/recurring/get-subscription-access?passwordless=true
Since you weren't aware that you created this, I just canceled your subscription.
Have a great day!
🔄😡Subscription Customer claims they never subscribed
Hi {{ticket.customer.firstname}},
My name is {{current_user.firstname}} from Bully Max. I hope you are doing well!
We are reaching out to let you know that we have had to cancel your order {{ticket.customer.integrations.shopify.orders[0].name}} due to potential fraud. Our system automatically flags orders as potentially fraudulent if they meet one or more pre-programmed fraud criteria.
I've refunded your last order, {{ticket.customer.integrations.shopify.orders[0].name}}; please allow 3-7 business days (Monday - Friday) for the refund to be processed. Funds will be reimbursed using the original form of payment used for the purchase.
If you wish to proceed, kindly place a new order on the website https://shop.bullymax.com/ and make sure to use the same billing address as the credit card or try using protected payment methods like PayPal, Apple Pay, or Google Pay, as these payment methods do not require verification.
We sincerely apologize for the inconvenience.
Have a great day!
Sincerely,
Cancel High Risk Order
Hello,
Thank you for your interest in working with Bully Max!
We’re currently accepting applications for product reviews. If you’d like to apply, please send us your TikTok, Instagram, or YouTube account details, along with any relevant information about your content and audience, to Social@bullymax.com: mailto:Social@bullymax.com.
Our team will review your application and follow up with you once we've had a chance to evaluate your profile.
We look forward to the possibility of working together!
Best regards,
📖 Affiliate/Ambassador Program Inquiry [AI Compatible]
Hello {{ticket.customer.firstname}},
{{current_user.firstname}} here from Bully Max. We have attempted to contact you several times for ID verification but received no response. Unfortunately, we have had to cancel your Bully Max order.
If you wish to proceed, kindly place a new order at https://shop.bullymax.com/ and use the same billing address as the credit card.
I've also refunded your last order, {{ticket.customer.integrations.shopify.orders[0].name}}. Please allow 3-5 business days (Monday - Friday) to process the refund. Funds will be reimbursed using the original form of payment used for the purchase.
Have a great day!
Sincerely,
No response refund fraud
Hello {{ticket.customer.firstname}},
Thank you for reaching out to Bully Max.
This is {{current_user.firstname}} from the Bully Max Customer Support Team.
I apologize for the frustrating circumstances regarding your order {{ticket.customer.integrations.shopify.orders[0].name}}. We have policies in place for just this type of situation and I assure you we are doing everything we can to assist you.
In order to determine what happened with your package, I’ve filed a claim with FedEx on your behalf. This will force FedEx to launch an investigation regarding your missing package. A refund or a reshipment of the missing products will depend on the result of their investigation. This can take anywhere from 3-8 days. Please be patient with us while we allow the investigators to do their work.
I'm truly sorry for the inconvenience this has caused but it is something that needs to be done so that FedEx can act on these kinds of problems.
We will monitor the progress of the claim and will reach out as soon as a conclusion is reached.
Please let me know if I can do anything for you in the meantime.
Sincerely,
📬 📁 FedEx Claim - Filed for Customer
Hi {{ticket.customer.firstname}},
Thank you for reaching out.
Your subscription ({{ticket.customer.integrations.recharge.subscriptions[0].product_title}}), is due to charge on {{ticket.customer.integrations.recharge.subscriptions[0].next_charge_scheduled_at|datetime_format("MM/d/YYYY")}}.
If you want this to ship sooner, later, or more frequently, you can adjust these settings on the Bully Max App: https://shop.bullymax.com/pages/app.
If you need a hand adjusting this, or would like us to ship this order now, please let us know.
Have a great day!
🔄📆Subscription Change Charge Date inquiry
Hi {{ticket.customer.firstname}},
Thanks for reaching out to Bully Max. My name is {{current_user.firstname}},I'm happy to help you.
Your upcoming subscription order is scheduled to be processed on {{ticket.customer.integrations.recharge.subscriptions[0].next_charge_scheduled_at|datetime_format("MM/d/YYYY")}}.
If you have too many products right now, you can change the frequency of your shipments by logging into your subscription dashboard HERE: https://shop.bullymax.com/tools/recurring/login.
(If you need help logging in or remembering your password, you can request access to your subscription dashboard HERE: https://shop.bullymax.com/tools/recurring/get-subscription-access.)
You can follow these steps using your Bully Max App: Help Center: https://help.bullymax.com/en-US/make-subscription-updates-on-the-app-%7C-bully-max-mobile-app-487316
Feel free to reach out if you need assistance with adjusting the frequency.
Have a great day!
📦📦📦CANCEL REQUEST - Has too much product
Hi {{ticket.customer.firstname}},
Thank you for your question!
Here’s why Bully Max stands out compared to other brands:
Feed Less, Get More: With Bully Max, you’ll feed up to half the amount of food because our formulas are packed with more calories per cup. Since we use zero fillers (no corn, wheat, or soy), every bite delivers nutrient-dense nutrition that fuels your dog’s energy and muscle growth without the extra bulk.
Meat-Based for Superior Nutrition: Unlike plant-based dog foods, Bully Max is meat-based, which means it provides a complete amino acid profile. This ensures your dog gets all the essential nutrients they need from superior animal protein, which is more digestible and beneficial than plant-based options.
Top-Quality Ingredients: We never cut corners when it comes to quality. Each ingredient is selected to ensure the best for your dog’s health, and it shows—Bully Max has a 5/5 star rating on Dog Food Advisor, a trusted source for independent reviews. They’ve recognized us as the top choice in terms of quality, and we’re proud to offer one of the highest-rated foods on the market.
Check out our Bully Max 30/20 High Protein Dog Food: https://shop.bullymax.com/products/high-protein-dog-food to see why it’s a favorite among dog owners.
With Bully Max, you’re giving your dog the best nutrition possible, backed by superior quality and trusted by dog owners worldwide. If you have any other questions, feel free to reach out!
Best regards,
❓Why should I choose Bully Max dog food? [AI Compatible]
Dear {{ticket.customer.firstname}},
We're reaching out to confirm that we received your return.
Your refund has been processed in full.
Please allow 3-7 business days (Monday - Friday) for the refund to be processed. Reimbursement of funds will be allocated back to the original form of payment used for the purchase.
Sincerely,
📦🔙✅RETURN RECEIVED / 💸REFUND PROCESSED
Hello {{ticket.customer.firstname}},
This is {{current_user.firstname}} from the Bully Max Customer Support Team.
I’ve been monitoring the status of the UPS investigation into the delivery of your order {{ticket.customer.integrations.shopify.orders[0].name}}.
UPS has concluded that the Package was Found / Delivery Confirmed. Due to this finding, we are not able to proceed with a reshipment or refund.
We apologize for the inconvenience.
If you believe the package was stolen, we encourage you to file a police report. You can also dispute the claim finding at ups.com: http://ups.com/.
Kind regards,
🚚 UPS Claim Closed (Denied) - Proof of Delivery Provided
Hi {{ticket.customer.firstname}},
Thank you for being a customer of BullyMax, and I hope our products have made a difference!
If you received a Bully Max PRO product instead of GorillaMax, don’t worry - it’s intentional!
Apart from the name and the package design change, everything else has remained the same, so don’t worry about the formula change. We just made the package and design more sleek-looking. 😎
The Pro Series range is a perfect choice for professionals and enthusiasts who want the best quality dog food to keep their dog's health and performance at peak levels. This means:
🍅All the protein and nutrients needed to grow strong and healthy
🏃Energy to power through training sessions and competitions
💪Protein with high biological value for rapid muscle growth
🐟Rich source of omega-3 fatty acids to promote better health and fur shine
Have a great day!
👌Gorilla Max subscribers received a Bully Max Pro product [AI Compatible]
Hi {{ticket.customer.firstname}},
We're sorry to hear you wish to cancel your order. Can you please confirm the reason for your cancellation? Is there anything we can do to help or improve things?
We look forward to hearing from you.
P.S
With our subscription service, you can enjoy hassle-free deliveries tailored to your schedule. Convenience and savings for you and the well-being of your dog.
🙁CANCEL REQUEST - No Reason Given
Dear {{ticket.customer.firstname}},
Please review our most recent distributor policies below:
We do not permit online sales (examples: Amazon, eBay, Google Shopping, or online stores). We reserve the right to terminate distributor discounts if online sales occur. Dealer discounts cannot be combined with other offers, other discounts, or used on auto-ship / subscription orders.
· The minimum order requirement is $2500.00 per order.
· You will be responsible for scheduling and managing your pick-ups.
· Bully Max is not responsible for return charges, shipping charges, storage charges, or any miscellaneous fee.
· Distributor orders are non-refundable.
Order process and MOQ: Orders must be placed using your dealer discount code at bullymax.com: http://bullymax.com/. Please reply to this email if you do not have a discount code. We will provide you with one. The new minimum order requirement is $2500.00 per order.
Shipping charges: Shipping will display as “FREE” on the checkout page. However, you will be responsible for scheduling your pick-ups with a freight company. This includes paying the shipping charges through the carrier and insuring your shipments. Insurance isn’t a requirement but is recommended.
Shipping arrangements: Once your order is processed, we will provide you with the total pallet count, weight, and dimensions of your shipment. Once your pick-up is scheduled, please send a completed BOL to shipping@bullymax.com: mailto:shipping@bullymax.com. A BOL must be provided at least 24 hours before your scheduled pick-up. BOLs must include your order number and the product being shipped (including the quantities).
Sales Tax: In order to have sales tax excluded from your order as a reseller, you must notify our customer service team at help@bullymax.com: mailto:help@bullymax.com that you are exempt from sales tax, and provide a copy of your sales tax exemption certificate or resale certificate. A valid certificate is required to be on file for Bully Max to not charge sales tax on your dealer or distributor order.
Pick-up address:
Bully Max
4028 Alpha Drive
Allison Park, PA 15101 USA
Email: shipping@bullymax.com: mailto:shipping@bullymax.com
Phone: +1 (888) 559-4625
Pick-up times: Pick-ups must be scheduled between 9AM - 3PM EST, Monday through Friday. Excluding holidays. An appointment is not required.
Returned or refused packages: If a package is returned by the carrier, Bully Max is not held responsible. You will need to address any issues with your carrier. Bully Max is not responsible for return charges, shipping charges, storage charges, or miscellaneous fees.
International shipments: We are not currently shipping to international dealers. Please check back periodically for any updates.
Dealer policies [AI Compatible]
Hello {{ticket.customer.firstname}},
I can confirm that your subscription has been canceled & refunded.
Please allow 3-7 business days (Monday - Friday) for the refund to be processed. Reimbursement of funds will be allocated back to the original form of payment used for your purchase.
If at any time you would like to resubscribe, you can log in to your subscription dashboard here: https://shop.bullymax.com/tools/recurring/login.
If you're having trouble logging in or remembering your password, you can request access to your subscription dashboard here: https://shop.bullymax.com/tools/recurring/get-subscription-access?passwordless=true
If there's anything we can do to help or improve things, please let us know.
Sincerely,
🔄❌Subscription CANCEL & 💸REFUND Last subscription order
Dear {{ticket.customer.firstname}},
My name is {{current_user.firstname}} from Bully Max Customer Service team. I hope all is well with you!
We are reaching out to inform you that we no longer ship to {{ticket.customer.integrations.shopify.orders[0].shipping_address.province}}. Unfortunately, we have had to cancel and refund your order #{{ticket.customer.integrations.shopify.orders[0].name}} amounting to amount refunded - we sincerely apologize for the inconvenience this has caused you. We aim to expand our products in most countries to help more dog owners, and we will surely let you know when this becomes available.
In the meantime, please allow 3-5 business days (Monday - Friday) for the refund to be processed. Funds will be reimbursed using the original form of payment used for the purchase.
If you have further questions, please do not hesitate to reach out!
Sincerely,
Blocked Country - Unsupported Shipping
Hi {{ticket.customer.firstname}},
I just made this update to your subscription.
You can confirm this update on your subscription on the Bully Max App: https://shop.bullymax.com/pages/app.
You can also use the link above to change the frequency of your orders, change the ship date, add products to your subscription, and more.
You can check this video in our Help Center: https://help.bullymax.com/en-US/how-to-cancel-your-subscription-486775
If you're having trouble logging in or remembering your password, you can request access to your subscription dashboard here: https://shop.bullymax.com/tools/recurring/get-subscription-access?passwordless=true
If you need anything else, please reach back out anytime.
Have a great day!
✂️Make a Subscription Edit
Hello {{ticket.customer.firstname}},
Import requirements vary significantly by country, and at this time, we can not devote the resources and time necessary to ensure each international shipment meets the unique criteria of the destination country.
This decision was not made lightly. However, it was necessary to ensure we can continue to provide exceptional customer service and reliable shipping.
Kind regards,
❓🌐 Why was the International Dealer Program canceled?
Hello {{ticket.customer.firstname}},
We appreciate your recent inquiry regarding the appearance of our Bully Max dog food. We understand your concern and would like to assure you that our formulas have not changed.
It is not uncommon to observe variations in the color of our dog food from batch to batch. These variations are a natural result of the mixing and baking processes inherent in the production of our high-quality products. Please rest assured that despite any visual differences, the nutritional integrity and quality of our dog food remain consistent.
Should you have any further questions or require additional clarification, please do not hesitate to reach out to us. Your satisfaction and your pet's well-being are of utmost importance to us.
Thank you for choosing Bully Max.
❓ Why does my dog food look different?
Hello {{ticket.customer.firstname}},
Since your order status is {{ticket.customer.integrations.shopify.orders[0].fulfillments[0].shipment_status}}, would you consider keeping the product and receiving a 25% refund?
Please keep in mind that food & supplements will stay fresh for more than 1 year when left unopened.
Please confirm if this is an acceptable solution and we'll get this refund processed right away.
We look forward to hearing from you!
Sincerely,
🚚💰Offer customer 25% refund instead of returning the order
Hello {{ticket.customer.firstname}},
This is {{current_user.firstname}} from the Bully Max Customer Support Team.
I checked the claim status of the UPS investigation for your delivery and see that the package search is still in progress. Because the investigation is still underway, we can't take action just yet.
Investigations are typically wrapped up in 3-8 business days. We will continue to monitor the claim's progress and will be in touch as soon as the investigation ends.
Don’t hesitate to let us know if there is anything you need in the meantime.
Have a wonderful day!
Kind regards,
🚚 UPS Claim in Progress
Dear {{ticket.customer.firstname}},
You can update your upcoming shipment by swapping items in your order.
👉 Click here to view available swap options
If you have any questions or need assistance, our team is here to help.
Best regards,
ARPU Variant swaps