Common Macros
Customer ordered Morning Complete from AY and emailed in saying "I need a refund on this order. It did not work for me in the 30 days that I have tried it."
Return Authorization No Results/Supplement Tips
Gundry MD Customer taking Bio Complete 3 asks you "Is this safe to take with my heart medication?"
Seek Medical
Your Customer requests to cancel their most recent order and their subscription. You are not able to cancel the order, so you provide an RA.
What is your Case Type and Sub Category (if sub category is needed)?
Subscription Cancelled
You have been asked to modify a customer's membership.
What resource do you use to find the case type and subcategory for this type of email?
Macro Resources doc
Your customer is asking for the newest batch of Morning Complete. Who do you reach out to when you want to find this information?
LST (Logistics Support Team)
Customer informs you "Please cancel my membership. I was not aware I was signed up for one." - After searching the account, you see that the customer does not have a recurring order/membership with us
No Recurring
New Customer asks "I just ordered the Active Advantage and was wondering if this was okay to take with my Vital Reds that I already have?"
Taking with Other Supplements
Your customer requests a reship for their missing product. After reviewing their account, you see the order has already been reshipped with Call Notes stating the customer was helped.
What is the Case Type and Sub Category (if sub category is needed)?
No Response Required - Previously Assisted
Customer emails in asking for the benefits of Morning Complete.
What two resources can you use to find Product Benefit Information?
Product Quick Search doc and the Brands tab on Golden Loop
True or False
Agents can sometimes guarantee results of our products and provide minor medical advice if needed
False - you cannot guarantee any results as results may vary and absolutely NO medical advice can be given
Customer with a PayPal membership states "Please change my shipping from every 30 days to every 90 days. I receive 3 a month and do not need it coming that fast"
Cannot Modify Paypal
Customer informs you "How can I return this order back to you? My printer does not work at this time so I cant print the sheet you gave me."
Return Authorization - No Printer
Your customer wishes to cancel their subscription, however, after searching through their account, this customer does not have a subscription to cancel.
What is your Case Type and Sub Category (if sub category is needed)?
Billing Inquiry - Charge/Price/Subscription Inquiries
Your customer explains they want to be removed from the newsletters as they are getting tired of both cat and dog information.
What form(s) should be filled out for this situation?
Dog vs. Cat Newsletter Complaints form and Unsubscribe form
You are having issues refunding your customer. Who can you contact to assist you with the refund?
Admin
Nucific customer asks if she can try a sample of Bio X4 before she buys it because she is not sure the product is right for her
Samples + Place Order
Customer from Activated You emails in regarding the Morning Complete they received - "I need a reshipment of the Morning Complete since the bottle did not arrive full. I doubt there is a month's supply in here."
Jar Not Filled
Your customer emails in explaining the City Lips burned her lips after trying for the first time. She wishes to return the product.
What Type and Sub Category (If Sub Category is needed) will you be using for your Email Case?
Refund Order(s)
Customer emailed in with multiple inquiries. This means you have multiple case types to choose from.
Where can you find information to help you determine the correct case type to choose? *be specific*
Case Type Priority List is at the bottom of the Case Type Guidelines tab on the Macro Resources doc
True or False:
Agents are no longer able to copy & paste from Product Info sheets in The Loop as this information is proprietary
True - Per legal we cannot copy and paste from these sheets, however, you can reword
Canadian customer emails in "Refund me right now! I only wanted the 3 jar order and now I have 4 jars being sent to me! Only send 3!!!" - After searching the account, you have found a locked bar on the Sales Order
Cannot Cancel Upsell Explained International
Dr. Marty customer explains "I need to return my recent order. My dog unfortunately passed away so I no longer need the food." - After searching the account, you find the customer's one time purchase
Condolences - One Time Order
Your customer demands to know why they have been refunded for their recent order when they have not requested a refund. After viewing the Cash Refund, you see the order was refunded due to potential fraud.
What is your Case Type and Sub Category (if sub category is needed)?
Account Information - Potential Fraud
Your customer informs you they were charged the wrong tax amount.
What two resources are you using to confirm the tax was incorrect and request the refund be made for the incorrect charge?
Sales Tax by State/Brand doc and Incorrect Tax Refund Request form
Your customer refuses to return their order and is threatening to contact the BBB if they do not receive their refund.
Per the email policy, what are you supposed to do, and who can you reach out to for advice in these situations?
Drop all defense tactics and move forward with what the customer wants. Ask a Lead for assistance