Hello, my name is (agent name), calling you back from Ava Jane’s Kitchen customer service.  I must advise, this call is being recorded for quality assurance and training purposes.

The reason for my callback is to assist with your recent inquiry regarding _______.

Thank you for calling Ava Jane's Kitchen.  (agent name) here.  Let’s make your meals unforgettable. How can I assist?  

Customer: I need to cancel my order. 

Ok. Let me pull up your account. May I have your full name?  [pause] And your telephone number? 

Perfect, and for security purposes, can you verify your email and shipping address to validate the account? 

Thank you for that information.

My system shows an (order/subscription) placed on [insert order date], for [insert product name] totalling [amount]. [If applicable] It looks like it was part of our Subscribe & Save program, which gives a nice 20% off automatically.

Customer: Yes, I want to cancel the subscription (order) for ____. 

Absolutely - I can help with that.  Before we proceed, may I ask–what was your experience like with the [product name]?

[Allow customer to provide feedback without interruption]

Thanks for sharing that with me.  Just so you know, our collection of artisanal foods are made with carefully selected, natural ingredients — and our hand-harvested sea salt is all natural and packed with the minerals our bodies need. 

Probing Questions (choose based on purchased product): 

Spices: Did you purchase to spice up your meals, or because you're seeking healthier options than the supermarket offers?

Colima Sea Salt:  Do you use our moist sea salt to season before cooking, or after?

Cacao: How have you been using it so far–smoothies, coffee, or sweet treats?

ASK FOR ALL:  What did you find most challenging about using it?

Subscription Cancellation:  Transition to Save Step 1 - Change Frequency 

One Time Purchase Refund Request:  Transition to Save Step 2 - Gift Card 

I understand your concern. Our policy covers refunds within 30 days of purchase, and I see your order is just outside that window. Even though a refund isn’t available, I want to make sure you’re supported and getting the most out of your purchase.

[Gracefully bring the call to a close.]

If customer threatens chargeback: Our goal is to find a solution here together, so you don’t have to take extra steps. Let’s work this out in a way that feels right for you.

As a courtesy, I can add a store credit so you can try something else from our line — many customers love our Avocado Oil or Yucatán Honey. Would you like me to get the gift card in the amount of [initial purchase minus taxes/shipping] set up for you today?

[If the customer declines, apologize for the inconvenience, and gracefully bring the call to a close.]

Are you receiving too much [product name]?

Yes: Totally get that — it adds up fast! The good news is our Subscribe & Save is flexible. You keep your discount, and I can move (pause or skip) your next shipment. This way you don’t lose the savings, but you’re not overwhelmed with too much product. Would you like me to adjust it for you?

No: I just want to cancel the subscription

I understand.  What if I were to offer you a 20% discount on the monthly subscription price reducing it to [subscription price - 20% discount].  Would you keep the subscription? 

*** Do not proactively offer a refund unless the customer requests it.  Then, go through the save protocol  ***

[Upon processing the cancellation, pivot to the cross-sell.]

No: I just want a refund/return the product  

[Subscription: Cancel the subscription, do not offer the refund]

[One Time purchase or Refund & Cancellation: If decline on educate, then walk them down to the gift card]

No: It didn’t taste the way I expected. 

SEASONING: Thanks for sharing that. Our blends are crafted to be bold and distinctive — sometimes a little different from grocery store seasonings. Many customers like to pair them with our avocado oil for marinades or rubs. Did you have a chance to try it that way?

CACAO:  I understand.  Although it's a bit more bitter than store bought cocoa which has a ton of sweeteners and filler ingredients.  Our Caramelized Cacao is made without fillers or additives, just cacao caramelized with sugar. Many customers describe it as richer and less processed compared to supermarket cocoa. It’s versatile — some enjoy it sprinkled on oatmeal, stirred into coffee, or used in baking.

Since this one didn’t hit the mark for you, I can offer you a gift card for $XX.XX so you can explore another product from our line–like different seasons, salts, or honey.  And if you haven’t  tried our avocado oil yet, many customers love it as a healthy replacement for salad dressing or as a cooking oil for meats, veggies, or even eggs.  Would you like me to get that set up for you today? 

No: I just want a refund  [transition to next save step]

I hear you. Often it’s just about finding the right way to use [product name] to really enjoy it. Many customers discover new favorites once they experiment — like adding Colima Salt to roasted vegetables, or using our spice blends in marinades.

To help with that, I’d love to send you our digital recipe cookbook with ideas for how to get the best flavor from your kitchen staples. And as a thank-you for giving it another try, I can also offer a 30% refund — that’s $XX.XX  — and you don’t need to return anything.

Would you like me to send the cookbook and set up the refund for you?

Cx said Yes: Excellent; I’ll process the 30% refund of $XX.XX, and send you the cookbook link so you can try out new recipes.  The refund will be posted to your card within 7-10 business days.

Cx said No: Totally fair—let me offer one final option with you.

I completely understand–and since you’ve already passed on the earlier options, I’d like to extend one final courtesy to make this right. I can offer a 50% refund — that’s $XX.XX — and you still get to keep the [product name].  This way, you have more time to explore it at your own pace without feeling like anything was wasted. 

To help you incorporate the seasonings (or salt, oil, honey) so you can discover the absolute value of healthier options,  Many customers say once they tried these recipes, the [product name] became staples in their cooking.  Would that work for you?

Yes: Great — I’ll issue the 50%  refund of $XX.XX now.  The refund will show on your card within 7-10 business days.

No: No problem. For the full refund, we’ll need to verify that all packages have been opened for disposal rather than returning it. Please open all packages and take a picture right from your phone.  Then email us at info @ avajaneskitchen.com and attach the photo.  We will process the refund within 48 hours of receipt. Please be sure to send it from the same email used to make the purchase.

STEP 1 – Avocado Oil

If they DIDN’T purchase the avocado oil:   Before we wrap up, I want to make sure you’re getting maximum flavor from your kitchen. Our Cold-Pressed Avocado Oil pairs perfectly with salts and spice blends. It has a high smoke point (480°F), so it’s great for roasting, grilling, or marinating without burning, and it keeps its buttery, clean flavor. It’s cold-pressed, unrefined, and bottled dark to protect freshness — no fillers, just pure avocado.

You can get it today on Subscribe & Save for $22.49/month, or as a one-time purchase for $24.99. Would you like me to set that up as a subscription or a one-time order?

Yes – Subscription: Perfect! I’ll set up your subscription for Avocado Oil at $22.49/month.
Yes – One-Time: Great! I’ll set up a new order for $24.99 so we can get that right out to you.
No: No problem — just wanted to share since many customers love pairing it with their seasonings.

STEP 2 –Flavored Salt Bundle 

If they DIDN’T purchase the Flavored Salt Bundle: Another customer favorite is our Flavored Salt Bundle — a variety pack of four different hand-harvested Colima Sea Salts, each blended with a unique flavor: rosemary, garlic, chili, garlic and onion, and chipotle. You’ll receive four separate bags, one of each flavor, so you can mix and match depending on the meal. Customers love using them as finishing salts on roasted vegetables, meats and even salads.

You can get the flavored bundle on Subscribe & Save for $35.99/month (about $9 per bag), or as a one-time purchase for $39.99. Would you like me to set that up as a subscription or one-time order?

Yes – Subscription: Perfect! I’ll set up your Colima Salt subscription at $35.99/month.
Yes – One-Time: Great! I’ll set up a new order for $39.99 so we can get that right out to you.
No: No problem.

Step 3 – Caramelized Cacao 

If they DIDN’T purchase the Caramelized Cacao: Customers really enjoy our Caramelized Cacao. It’s chocolate in its purest form — whole cacao beans lightly coated with caramelized cane sugar, sea salt, and vanilla extract. Nothing artificial, just clean ingredients.

Cacao is considered a true superfood — naturally packed with flavanols, antioxidants, and magnesium. Many people enjoy it as a way to support mood and memory, and it can help you feel naturally alert and awake without the crash you get from other snacks.

It makes a delicious crunchy treat straight from the bag, and also works beautifully as a thoughtful gift. You can try it as a one-time order for $19.99, or start a Subscribe & Save plan at $14.99/month so you always have a fresh supply on hand. Would you like me to set up your first order today?

Yes – Subscription: Perfect! I’ll set up your Caramelized Cacao subscription at $14.99/month.
Yes – One-Time: Great! I’ll set up a new order for $19.99 so we can get that right out to you.

No: Totally fine — I just wanted to share a few options that other customers really enjoy.

I’m sorry to hear you had that experience. Your safety and satisfaction are very important to us. I’d like to document this for our Quality & Compliance Team so they can review it right away.

Clarifying questions to ask:

• What specific reaction or concern did you experience?

• When did it occur?

• Were there any other foods or ingredients used at the same time?

• Do you have any known allergies that may have contributed?

Thank you for sharing this with me. I’ll make sure it is documented and escalated to our internal team for review. As a courtesy, I can offer you a store credit of $[amount] to use toward any of our products. There’s no need to return the item.

[customer declines, process refund] 

Thank you again for giving us the chance to be part of your kitchen. We love hearing how our customers use Ava Jane’s salts, oils, and seasonings to bring meals to life. 

If you ever have questions, recipe ideas, or just want to share how you’re using the products, we’d love to hear from you.

My name is [Agent], and it’s been a pleasure assisting you today. Wishing you many great meals ahead!