Save me!
The agent saves the subscription by offering a 20% discount on the next delivery.
Subscribe product: $60
What columns do you need to fill out?
Saved Subscription Column: $48
Refund column: $12
Call disposition: Sub: Save with 20%
Choose a cancellation reason.
A customer called in to cancel a subscription. The agent was not able to save the subscription.
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 are you going to put on OTP cross sell if the cx avail the new order with subscription.
Shopify new Order ID
Customer's order:
4 Colima Sea Salt for $15.99 per bag
Customer on a save and subscribe
What columns do you need to fill out?
Existing Order# , OTP New Order # OR Cross Sell Order #(Shopify or Sticky), New Subscription Order # Process in Recharge and add order ID, New Subscription Amount $ , Call Disposition, Link and ,Retention Specialist Notes
Customer is calling in to follow up on a refund. The customer has already sent in a photo of the opened containers.
What is your call disposition?
Internal Escalation
The customer called in to cancel and requested talk to a supervisor. The agent was not able to deescalate.
What is your escalation disposition?
Customer called in to place a one time order for a bag of Multi Collagen at $69.99.
Agent cross sell 3 bags of Cacao bliss $133.50 with subscription.
Which columns 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 in the recharge order ID?
Where to put in the Shopify order ID?
Recharge order ID should be in the "New Subscription Order # Process in Recharge and add order ID"
Shopify order ID should be in the "OTP New Order # OR
Cross Sell Order # Shopify or Sticky"
Customer's order:
5 Cacao Bliss for $59.95 per bag
Shipping at $4.99, no tax
Customer on a save and subscribe
What columns do you need to fill out?
Existing Order #, OTP New Order # OR Cross Sell Order #(Shopify or Sticky), New Subscription Order # Process in Recharge and add order ID, New Subscription Amount $ , Call Disposition, Link and ,Retention Specialist Notes
A customer called in to cancel and refund an order. The order is within the MBG. The agent was not able to save and processed a full refund.
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.
Cx calling in to check the order status. Also wants to skip the next shipment.
What is your call disposition?
Inquiry: Billing/Delivery/Order Status
Cx wants to order and subscribe to the 3 month autoship. Amount totaled to $135
Where to put the $135?
"New Subscription Amount" $135 and fill the new order #
`Customer called to as for a refund. The agent was not able to save.
3 Thyroid Renew for $93.60
3 Mind Renew for 107.20
What columns do you need to fill out?
Existing Order # ,OTP: Refund $, Call Disposition, Refund / Cancellation Reason , Link and Notes
Customer wants to refund an order from last month. Agent saved with a 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?
If a customer sent the photo and wants to follow up on a refund. Asking for a supervisor or any technical issues.
Scenario: Customer wants a refund for an order and cancel the subscription. Amt: $120
Agent: Cancelled the sub but customer agree with 30% refund.
Which column to fill in?
$84 Under Subscriptions-"Refund $-subscription"column
$36 Under Subscription -"Saved $-Subscription" column
The agent was 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
Customer ordered 3 containers of the Thyroid Renew. Customer is asking for a refund for 2 of the containers that are unopened. The agent was not able to save.
The customer paid:
3 Thyroid Renew 93.60
Shipping 4.99
Tax 5
What columns do you need to fill out?
Provide refund instruction (We can't process refund over the phone for this case)
Log in the form:
Existing Order #, Call Disposition, Refund / Cancellation Reason, Link and Notes