Hello, my name is (agent name), calling you back from Earth Echo Foods 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 (or voicemail).

May I confirm I’m speaking with (customer full name)? (customer name), can you confirm your shipping address to validate your account?

* Account validation is not required on a disconnected call *

Thank you for calling Earth Echo Foods.  My name is (agent name) on a recorded line. How can I support your wellness goals today? 

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.

You: 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 30% or more automatic discount.

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

You: 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]

Thank you for sharing that. Just so you know, our products are superfoods that help curb cravings, provide energy, balance occasional stress, and support your joints, bones, and sleep. 

How long have you been taking the [product name]?

Was it something specific you were hoping [product name] would help with?

Did you notice any changes since taking it – even small things, like energy, digestion, or mood?

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 60 days of purchase, and I see your order is just outside that window.

[Pause for customer response]

Even though a refund isn’t available, I want to make sure you’re supported and getting the most out of your purchase. Can I answer any questions, or provide best practice tips?

[If customer threatens chargeback or escalates]

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 gift card so you can try something else from our line.  Would you like me to get that set up for you today?

[If customer declines, proceed to Step 3]

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. That 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 a refund/return the product   [walk them down to the next save step, the gift card]

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. 

Cacao Bliss:  I understand–our Cacao Bliss  has a unique flavor since it’s just raw cacao, antioxidants, turmeric, MCT Oil, and the 4 superfoods–cinnamon, himalayan sea salt, mesquite, and black pepper with no sugar, no fillers, or additives.  Many describe it as richer and less processed than supermarket cocoa. Some enjoy it sprinkled on oatmeal, stirred into coffee, or used in baking.

Golden Bliss: I understand-our Golden Bliss has a unique flavor profile of turmeric and ginger.  Its ingredients of ashwagandha root, amla fruit, 5 superfoods, and 4 blended mushrooms with no fillers or additives makes it a superfood that you cannot find in your local supermarket.  Many customers blend it into smoothies, their coffee, or use it in baking.  

I can offer you a gift card for the amount of your original purchase of  $XX.XX —that way you can explore another product from our line, like our multi collagen peptides–which has 5 types of collagen, along with 4 collagen blends to support your skin, hair, nails, and joint function.  It’s flavorless and has 9 grams of protein in every serving.  Would you like me to go ahead and apply the gift card which will be sent via email?

No: I just want a refund   

[walk them down to the next save step, the 30% discount]

I hear you. Since the gift card didn’t feel like the right option, let’s explore one more possibility. Sometimes it’s not the product itself but the way it’s enjoyed that makes the difference. Many Earth Echo customers tell us they found their favorite way to use [product name] by mixing it into warm milk, coffee, or blending it into smoothies.

As a gesture of goodwill, I can offer you a 30% refund—$XX.XX—and you don’t need to return anything. Plus, I invite you to check out our Recipes & More section on the Earth Echo website for new ways to enjoy our blends, along with healthy lifestyle tips from fasting to fitness.

For example, Golden Superfood Bliss can be stirred into morning coffee, added to soups or snacks, or blended with collagen peptides. Others love using Cacao Bliss in smoothies or baking for a chocolatey superfood boost.

Can I get the refund set up for you so you can continue on the road to wellness?

Yes: Excellent; The refund of  $XX.XX will be posted to your card within 7 - 10 business days.

No: Totally fair—let me share one final option with you.

I completely understand. As a final option, I can refund 50% of your purchase—$XX.XX—and you don’t need to return anything. Many of our customers choose to pass the product along to a family member or friend who can benefit from it, so it doesn’t go to waste. That way, you still receive value, and someone close to you gets to experience the wellness benefits of Earth Echo. Would that work for you?

Yes: Great — The refund of $XX.XX will post to your card within 7-10 business days, and the cookbook link should arrive in your email within 48 hours.

No: No problem at all. For the full refund, we’ll just need to confirm that all packages have been opened for disposal rather than returned. Please open the packages, take a quick photo, and email it to support@earthechofoods.com within 48 hours. Be sure to send the photo from the same email address used for your order—this ensures the fastest processing of your refund. Once received, we’ll complete the refund right away.

[Offer the cross sell below]

Option 1 – Beauty Boost Bundle 

If they DIDN’T purchase the Beauty Boost Bundle:   Before we wrap up, I want to share our Beauty Boost Bundle– it includes Multi Collagen Peptides, Cacao Bliss, and Golden Bliss for glowing skin, strong hair and nails, and all-day energy.  It’s normally $187.81, but with a subscription it’s $156.50, and today I can take another $20 off–making it just $136.50.  Can I set-up the subscribe and save offer for you?

Yes-Subscription: Perfect! I’ll process $XX.XX  so we can get it right out to you, ok?  Would you like to receive it every 30, 60, or 90-days?

No Subscription - One Time Only:  No problem–we’ll process a one time bundle with my $20 off discount for a total of $167.81, ok?

Customer: That’s too much money.

No: I understand—value matters. If you’d like something leaner, we can switch to a lower-cost 2-pack so you still get great results without the full bundle cost. I have two options, one focused on weight loss and the other on improving skin and overall beauty from the inside out.

 [pivot to Option 2 or Option 3] 

Option 2 – Weight Loss Bundle
Our Weight Loss Bundle is easier on the budget but still really powerful. One of the most popular is pairing Cacao Bliss with Golden Bliss—because together they help support cravings, metabolism, energy, and digestion throughout the day.

It’s normally $125.22, but right now it’s just $105.22 for a one-time purchase. Would you like me to add that bundle to your order so you can still enjoy the benefits at a lower cost?

Yes: Perfect! I’ll process $105.22 for the order and we’ll get that right out to you, ok?

No: No problem. 

[pivot to option 3]

Option 3 – Immunity Bundle

If they DIDN’T purchase the Immunity Bundle:  Many customers who pass on the other bundles love the Immunity Bundle because it delivers results they can actually see and feel. Our Immunity Bundle combines Cacao Bliss with Multi Collagen Peptides. Cacao Bliss provides powerful antioxidants to defend your immune system, while the collagen works from the inside out to promote smoother, firmer-looking skin—especially in the face and neck—along with stronger hair, nails, and joint support.

Right now, it’s $105.22 instead of the normal $125.22 for a one-time purchase. Can I add that bundle to your order so you can start seeing and feeling the benefits?

Yes: Perfect! I’ll process $105.22 for the order and we’ll get that right out to you, ok?

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

[move to the warm close]

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.

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 abundant health and happiness.