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VAs can effectively engage with customers highlighting the value of their purchase, and increase the likelihood of retaining their orders through proactive and customer-focused interactions by:
• Asking appropriate probing or discovery questions to create a need
• Highlighting benefits and providing recommendations to customers about how they can benefit from their purchase
Negotiation Formula: [PRICING/PROMOTION EXPLANATION IF APPLICABLE] + [FEATURES AND BENEFITS]
We would still like to make your experience better. We don’t usually offer this, but rather than canceling the order / [INSERT SKU], [INSERT SAVE OFFER]
🐶 Entire Order Within Cancellation Period
Save 1: $25 Gift Card offer for orders $100 below / $50 Gift Card offer for orders $100 above
We don’t usually offer this, but instead of cancelling, I’ll be glad to offer you a $25/$50 worth of gift card in return. With your $25/$50 gift card, you can purchase any of our other Muddy Mat variants in different sizes and colors, or other home essential products at our store!
You can use it whenever is most convenient for you. I believe this could be a great way for you to still enjoy our products and make the most of your original order. Sounds good?
Save 2: 35% off total order price excluding shipping cost
We’d greatly appreciate it if you’d consider keeping the order. We truly believe it is a great fit for your needs. I can apply a 35% discount on your order. I'm confident you'll find this to be an incredible value. Will that work for you?
🐶 Entire Order Beyond Cancellation Period No Fulfillment Issue
Save 1: Customer Education of Cancellation Period
Thank you for reaching out, [CUSTOMER NAME].
[ACKNOWLEDGEMENT Phrase + MIRROR critical words from customer's concern]. ASSURANCE].
[CUSTOMER EDUCATION (IF NECESSARY)]
According to the tracking information, your order is already [prepared / shipped] by the warehouse on [DATE] with tracking number [TRACKING NUMBER]. The package is currently [CURRENT TRACKING STATUS] and is expected to be delivered by [ESTIMATED DELIVERY DATE].
Given that the order has already been processed, I'm afraid I'm unable to cancel the order at this point. While I know you may have had a change of plans, our cancellation window closes once an order has been processed and shipped. You may visit our website for Cancellation Policy to know more.
Please let me know if you have any other questions about the status of your order or next steps. I'm here to help in any way I can.
Save 2:
$25 Gift Card offer for orders $100 below
$50 Gift Card offer for orders $100 above, or
35% off total order price excluding shipping cost
We don’t usually offer this, but instead of cancelling, I’ll be glad to offer you a $25/$50 worth of gift card in return. With your $25/$50 gift card, you can purchase any of our other Muddy Mat variants in different sizes and colors, or other home essential products at our store!
You can use it whenever is most convenient for you. I believe this could be a great way for you to still enjoy our products and make the most of your original order. Sounds good?
35% off total order price excluding shipping cost
We’d greatly appreciate it if you’d consider keeping the order. We truly believe it is a great fit for your needs. I can apply a 35% discount on your order. I'm confident you'll find this to be an incredible value. Will that work for you?
Save 3: Approval if higher discount can possibly save the cancellation
We don’t usually offer this, but we truly value your business so let me offer you an exclusive [INSERTPERCENTAGE] discount and you get everything that comes with your order! Should we go ahead and take it?
🐶 Entire Order Beyond Cancellation Period due to Fulfillment Issue (Label Created Status Only)
Save 1: Assure the customer that an escalation will be raised, explain reason of fulfillment delay, offer refund of the shipping cost + $25 Gift Card
Explain Reason of Fulfillment Delay: Order Status Templates
I’m happy to refund the shipping cost, which is $XX.XX. On top of that, I’m sending you a $25 gift card! You can use it whenever suits you. This is just a small way of saying sorry for the delay your package has gone through. Does that sound good?
Save 2: 35% off total order price + refund of shipping cost
I understand that the $25 gift card is not suitable for you. As a gesture of goodwill, I can apply an additional 35% discount to your order, effectively reducing the cost to your satisfaction. Please let me know if this meets your expectations. Additionally, as a courtesy, I will be refunding the shipping cost of $XX.XX. Would you like to proceed?
Save 3: Approval if higher discount can possibly save the cancellation
We don’t usually offer this, but we truly value your business so let me offer you an exclusive [INSERTPERCENTAGE] discount and you get everything that comes with your order! Should we go ahead and take it?
Last Step:
Request Void of Label, Process Request
🐶 Entire Order Beyond Cancellation Period due to Fulfillment Issue (In Transit but Beyond Delivery SLA)
Save 1: Assure the customer that an escalation will be raised, explain reason of fulfillment delay, offer refund of the shipping cost + $25 Gift Card
Explain Reason of Fulfillment Delay: Order Status Templates
I’m happy to refund the shipping cost, which is $XX.XX. On top of that, I’m sending you a $25 gift card! You can use it whenever suits you. This is just a small way of saying sorry for the delay your package has gone through. Does that sound good?
Save 2: 35% off total order price + refund of shipping cost
I understand that the $25 gift card is not suitable for you. As a gesture of goodwill, I can apply an additional 35% discount to your order, effectively reducing the cost to your satisfaction. Please let me know if this meets your expectations. Additionally, as a courtesy, I will be refunding the shipping cost of $XX.XX. Would you like to proceed?
🐾 Main Muddy Mat SKU, Doggy Dryer, Dog Blanket, Crate Mat, Mesh Mat, etc. - Partial Order Within Cancellation Period
Save 1:
$25 Gift Card offer for item(s) $75 below
$50 Gift Card offer for item(s) $75 above
We don’t usually offer this, but instead of cancelling, I’ll be glad to offer you a $25/$50 worth of gift card in return. With your $25/$50 gift card, you can purchase any of our other Muddy Mat variants in different sizes and colors, or other home essential products at our store!
You can use it whenever is most convenient for you. I believe this could be a great way for you to still enjoy our products and make the most of your original order. Sounds good?
Save 2: 35% off the item price
We’d greatly appreciate it if you’d consider keeping the item/s. We truly believe it is a great fit for your needs. I can apply a 35% discount on [INSERTSKU]. I'm confident you'll find this to be an incredible value. Will that work for you?
Save 3: Approval if higher discount can possibly save the cancellation
We don’t usually offer this, but we truly value your business so let me offer you an exclusive [INSERTPERCENTAGE] discount on your [INSERTSKU] and you get everything that comes with your order! Should we go ahead and take it?
🐾 Main Muddy Mat SKU, Doggy Dryer, Dog Blanket, Crate Mat, Mesh Mat, etc. - Partial Order Beyond Cancellation Period
Save 1: Customer Education of Cancellation Period
Thank you for reaching out, [CUSTOMER NAME].
[ACKNOWLEDGEMENT Phrase + MIRROR critical words from customer's concern]. ASSURANCE].
[CUSTOMER EDUCATION (IF NECESSARY)]
According to the tracking information, your order is already [prepared / shipped] by the warehouse on [DATE] with tracking number [TRACKING NUMBER]. The package is currently [CURRENT TRACKING STATUS] and is expected to be delivered by [ESTIMATED DELIVERY DATE].
Given that the order has already been processed, I'm afraid I'm unable to cancel the order at this point. While I know you may have had a change of plans, our cancellation window closes once an order has been processed and shipped. You may visit our website for Cancellation Policy to know more.
Please let me know if you have any other questions about the status of your order or next steps. I'm here to help in any way I can.
Save 2:
$25 Gift Card offer for item(s) $75 below
$50 Gift Card offer for item(s) $75 above, or
35% off total order price excluding shipping cost
We don’t usually offer this, but instead of cancelling, I’ll be glad to offer you a $25/$50 worth of gift card in return. With your $25/$50 gift card, you can purchase any of our other Muddy Mat variants in different sizes and colors, or other home essential products at our store!
You can use it whenever is most convenient for you. I believe this could be a great way for you to still enjoy our products and make the most of your original order. Sounds good?
35% off total order price excluding shipping cost
We’d greatly appreciate it if you’d consider keeping the order. We truly believe it is a great fit for your needs. I can apply a 35% discount on your [INSERTSKU]. I'm confident you'll find this to be an incredible value. Will that work for you?
Save 3: Approval if higher discount can possibly save the cancellation
We don’t usually offer this, but we truly value your business so let me offer you an exclusive [INSERTPERCENTAGE] discount on your [INSERTSKU] and you get everything that comes with your order! Should we go ahead and take it?
🐾 Main Muddy Mat SKU, Doggy Dryer, Dog Blanket, Crate Mat, Mesh Mat, etc. - Partial Order Beyond Cancellation Period due to Fulfillment Issue (Label Created Status Only)
Save 1: Assure the customer that an escalation will be raised, explain reason of fulfillment delay, offer refund of the shipping cost
Explain Reason of Fulfillment Delay: Order Status Templates
I’m happy to refund the shipping cost, which is $XX.XX. This is just a small way of saying sorry for the delay your package has gone through. Does that sound good?
Save 2: 35% off the item price + refund of shipping cost
As a gesture of goodwill, I can apply an additional 35% discount to your order, effectively reducing the cost to your satisfaction. Please let me know if this meets your expectations. Additionally, as a courtesy, I will be refunding the shipping cost of $XX.XX. Would you like to proceed?
Save 3: Approval if higher discount can possibly save the cancellation
We don’t usually offer this, but we truly value your business so let me offer you an exclusive [INSERTPERCENTAGE] discount and you get everything that comes with your order! Should we go ahead and take it?
Last Step:
Request Void of Label, Process Request
🐾 Main Muddy Mat SKU, Doggy Dryer, Dog Blanket, Crate Mat, Mesh Mat, etc. - Partial Order Beyond Cancellation Period due to Fulfillment Issue (In Transit but Beyond Delivery SLA)
Save 1: Educate the customer of latest tracking location, explain reason of delayed delivery, offer refund of the shipping cost
Explain Reason of Fulfillment Delay: Order Status Templates
I’m happy to refund the shipping cost, which is $XX.XX. This is just a small way of saying sorry for the delay your package has gone through. Does that sound good?
Save 2: 35% off the item price + refund of shipping cost
As a gesture of goodwill, I can apply an additional 35% discount to your order, effectively reducing the cost to your satisfaction. Please let me know if this meets your expectations. Additionally, as a courtesy, I will be refunding the shipping cost of $XX.XX. Would you like to proceed?
Shipping and Handling Fee on Upsells Within/Beyond Cancellation Period
Save 1: Explain Charges, Process Refund Request of the amount in question
Customer Complaining about the Free Shipping
Usually, our orders come with a standard shipping fee of $6.99. This fee covers the cost of shipping, handling, and delivering your order to you. But here’s the good news: I can waive this fee and give you a refund of $6.99 back to the original payment method you used for your order.
Customer Complaining about Expedited Shipping instead of Standard Shipping
I can see that you opted for an expedited shipment which makes the delivery timeframe shorter. This fee goes to the carrier for shipment, handling and delivery of your order. Normally all orders are charged with the standard shipping fee of $XX.XX (based on what customer saw when ordering). But here’s the good news: I can waive this fee and give you the refund back to the original payment method you used for your order.
Customer Complaining about Processing Fees on top of the Shipping Fee
I can see that there's an additional fee of $3.99 / $9.99 (whichever is applicable), on top of the shipping. This charge is actually the processing fee and handling fee when we fulfill and include (name of the item/SKU) in your order. This is not considered duplicate charges(s) for shipping.
But here’s the good news: I can waive this fee and give you the refund back to the original payment method you used for your order.
🧤 Rubber Scrubbers/Rug Grippers/Deshedding Gloves/Muddy Mitt Upsell/Small Add-ons Within / Beyond Cancellation Period
Save 1: Educate the customer of the pricing, offer 30% off total charge for Rug Grippers/Rubber Scrubbers
[MIRROR critical words from customer's concern]. [LABELING EMPATHY]. [Insert ASSURANCE statement].
[HIGHLIGHT FEATURES AND BENEFITS — remind the customer why the product is worth keeping]
Example for Rug Grippers: These are reusable rug gripping pads designed to prevent your rug from bunching, curling, sliding, or folding. They keep your rugs securely in place and work as an added layer of grip for your Muddy Mat, so everything stays flat and safe underfoot.
We usually don't offer this, but we genuinely value your business, so I'd like to extend an exclusive 30% discount on the item's price. This means you'll pay a reduced rate for the item and still receive everything included in your order. What are your thoughts? Should we go ahead with this offer?
Save 2: Process refund of the difference for the amount in question and the actual price
(Use this when the customer's concern is the price they were charged vs. the price advertised at checkout, rather than a full cancellation. Calculate the refund as the difference between the amount actually charged and the price the customer saw, multiplied by the quantity added to the order.)
Refund calculation: (Actual amount charged) − (Price customer saw on the website × number of packs added)
Example: If the customer saw $1.99 per pack and added 2 packs, the expected charge is $1.99 × 2 = $3.98. Refund the difference between what was actually charged and $3.98.
Script:
[MIRROR critical words from customer's concern]. [LABELING EMPATHY]. [Insert ASSURANCE statement].
[HIGHLIGHT FEATURES AND BENEFITS — reinforce the value of keeping the product]
I've reviewed your order, and I can see the pricing you were expecting when you added the item. To make this right, I'd be glad to refund you $XX.XX, which is the difference between the amount charged and the price shown at checkout. You'd keep the item, and the refund would go back to your original payment method. Would that work for you?
If you have any questions or need anything else, just let us know. We're here to help!
Thanks again for being a valued customer!
Beyond Cancellation Save 3: Receive the item, return not required
[MIRROR critical words from customer's concern]. [LABELING EMPATHY]. [Insert ASSURANCE statement].
We still want you to try how great this product. [FEATURES AND BENEFITS]
After reviewing it, we are pleased to inform you that you are not required to return the item(s). We’ve already processed your refund without needing the item(s) back. The refund amount will be reflected in your next billing cycle according to our Refund Policy.
[INSERTREFUNDCONFIRMATION]
Refunds are always processed back to the original payment method you used to buy the order. If the amount doesn’t show up in your bank statement, just wait a bit longer for your next billing cycle. It usually takes up to one full billing cycle for the refund to be officially posted. If the refunded amount doesn’t appear in your next billing cycle, don’t hesitate to reply to this email. We’ll be happy to help you out and make sure the refund is properly credited to your account.
If you have any questions or need anything else, just let us know. We’re here to help!
Thanks again for being a valued customer!
🧤 Rubber Scrubbers + Rug Grippers + Doggy Dryer Upsell Cancellation Within / Beyond Cancellation Period
Save 1 - Within Cancellation Period: Educate the customer about the pricing, Offer $25 GC
[MIRROR critical words from customer's concern]. [LABELING EMPATHY]. [Insert ASSURANCE statement].
[PRICING EDUCATION + HIGHLIGHT FEATURES AND BENEFITS — remind the customer why the product is worth keeping]
I've reviewed your order, and I totally understand the pricing you were expecting when you added the items but instead of cancelling, I’ll be glad to offer you a $25 worth of gift card in return. With your $25 gift card, you can purchase any of our other Muddy Mat variants in different sizes and colors, or other home essential products at our store!
You can use it whenever is most convenient for you. I believe this could be a great way for you to still enjoy our products and make the most of your original order. Sounds good?
Beyond Cancellation Save 3: Receive the item, return not required
[MIRROR critical words from customer's concern]. [LABELING EMPATHY]. [Insert ASSURANCE statement].
We still want you to try how great this product. [FEATURES AND BENEFITS]
After reviewing it, we are pleased to inform you that you are not required to return the item(s). We’ve already processed your refund without needing the item(s) back. The refund amount will be reflected in your next billing cycle according to our Refund Policy.
[INSERTREFUNDCONFIRMATION]
Refunds are always processed back to the original payment method you used to buy the order. If the amount doesn’t show up in your bank statement, just wait a bit longer for your next billing cycle. It usually takes up to one full billing cycle for the refund to be officially posted. If the refunded amount doesn’t appear in your next billing cycle, don’t hesitate to reply to this email. We’ll be happy to help you out and make sure the refund is properly credited to your account.
If you have any questions or need anything else, just let us know. We’re here to help!
Thanks again for being a valued customer!
💦 Wizz - One-Time Purchase Within / Beyond Cancellation Period
💦 Wizz - Subscription Within / Beyond Cancellation Period
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