Simple Anti-Aging Customer Care Manual

Transcription

1 Simple Anti-Aging Customer Care Manual

2 Simple Anti-Aging Customer Care Manual This Manual represents the user guide to providing our customers the best in customer care. It is our goal to give the customers the support that results in high buyer satisfaction and allows us to show that our company is consumer-centric in all aspects of interaction with our customers. The following is the outline of the information that is provided in this manual. It will be specific for each of our products.

3 Main Policies and Procedures: Trial Terms and Price Points: Upon ordering, you agree to pay $6.95 shipping and handling for the trial bottle as well as agree to enrollment in the Customer Preferred Program. If you are enjoying the product do nothing and in 14 days from the date of trial purchase you will be charged the low rate of $99.98 for the trial bottle you have received. Approximately 45 days from your initial trial order and every 30 days thereafter you will be sent another fresh 1 month supply of Simple Anti-Aging Anti-Aging Serum (1 bottle) and your credit card on file will be billed the Member's Discount rate price of just $99.98 per bottle with free shipping and handling. That is a savings of over 30% the regular price of a 1 month supply of Simple Anti-Aging Anti-Aging Serum Trial Price Points: Day 1. $6.95 Shipping for 1 Month Supply Day 14. $99.98 Rebill for product sent day 1 Day 45: $ Free Shipping for new 1 month supply Every thirty Days, $99.98 for 1 month supply. Trial Saves: Trial Extension/Move Next Ship Date 50% Discount 50% Refund to Keep and Cancel Pricing Grid: EXAMPLE Product Price 50% Refund Future Payment $ $49.99 $49.99 The Return Policy: RETURNS: You have 30 days to request a refund after you receive your order. Please contact Customer Care to initiate the return process. You will be refunded for each unit you send back to us within the 30 day money back guarantee only. You will need to send in the unit back to the address provided below. Upon receipt you will receive a refund of purchase price minus shipping and handling and a 35% restocking fee. The restocking fee does not apply to the original shipment for the trial offer. Refused or returned packages that are sent to us without prior approval from Customer Care are not eligible for a refund.

4 To avoid being charged for your 30 day monthly supply, you must cancel your enrollment before your trial bottle period is over. You may cancel your enrollment by calling Monday thru Friday 9am- 5pm Eastern Standard Time or contact our support department at Return Address Returns Department c/o Simple Anti Aging 807 Airport Access Road Traverse City, MI We are not responsible for lost or stolen items. We recommend all returned items to be sent using some type of delivery confirmation system to ensure proper delivery. After the shipping department receives your return, it generally takes 7 business days or sooner to process your refund. Once a return is processed, it usually takes 3-5 business days for the return to be posted to your account, depending on your financial institution. Same day order cancellation: The customer has the right to receive a full credit for any order cancelled within the same day that they placed an order. No return of product is requested.. Consumer Agency Threat; If a caller threatens to go to an agency you should explain the dispute the process and that it does not guarantee a refund. The second option is give the customer return information and advise customer they will be refunded when we receive the product. If the customer continues to threaten you have to refund in full and provide the customer return information. Immediate Correction of Company Errors: Any and all company errors will be corrected immediately. This includes but is not limited to transaction errors, fulfillment errors and shipment errors. The product is re-shipped at our expense. Re-Shipment Policy: The only way we will immediately reship a package to the customer is if the address on file is incorrect or if the tracking # on the customer s account confirms delivery to the wrong address. If the tracking confirms delivery to the customers address or there is not a tracking # on the account advise the customer we have to allow the postal service 14 days to deliver their package but we will push out their trial/ next ship date to accommodate. Return Authorization: Customers call our Customer Care to receive a Return Merchandise Authorization Number (RMA#) before they can return their order. Any order without RMA will be deemed non refundable. If the customer threatens handle properly. Continuity Discontinuation Policies: A customer may discontinue their continuity program at any time. There is a 30 day Money back guarantee on the most recent shipment.

5 Chargeback Policies: If a customer has a documented chargeback in their account then they are not eligible to place any further orders with us. Delivery Recommendations for Products to be Returned to us: Once we issue an RMA # or if the customer calls to return their order within the money back guarantee, we recommend that the customer return their product to us by registered mail or other traceable method (UPS, FedEx, DHL, etc). This speeds up the credit process and reduces the chance of the returned product being lost and therefore not verifiable for credit. Unverifiable Return of Product Policy We must verify the return of product by a customer by either of the following: 1. Confirmation from Returns Department that the product has been returned and is listed in the customer s account 2. The customer has Verified Registered Mail, UPS, FedEx or other tracking number confirmation that the package has been signed for at our return location. If we cannot do either, then the customer did not follow our Return Policy guidelines and therefore is not eligible for immediate crediting. Credit Processing: The company will process a credit within 3 days from the time of the credit request or, if returned product required, 3 days from the time the product is received by our Returns Department. It will appear on the customer s credit card statement within two billing cycles depending on the timing of the credit. Continuity Shipment Date Modifications: We can adjust the shipping date of the next delivery by up to 60-days from the next scheduled continuity shipment date. Customer Opt-In Policy It is required that you review the section of each customer s account that you access. If the address is listed, you must verify it with the customer and update the information if the customer advises you it has changed. If there is no address listed, you are required to ask the customer if they would like to provide one by using the following required (verbatim) scripting: Do you have an address that you would like to provide to us so that we may send you information about your order, and occasional s about special offers and promotions?