Hello, my name is (agent name), calling you back from Mesa Cookware 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 _______.

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 Mesa Cookware, where we make YOUR kitchen, YOUR happy place. (Agent name) on a recorded line. 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 placed on [insert order date], for [insert product name] totaling [amount].

Customer: Yes, I want to cancel the 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]

Thank you for sharing that. Just to give a bit of context, Mesa Cookware was created with the idea of making the kitchen a more enjoyable, stress-free place. Our products are professional-grade, but designed for everyday home cooks who want fewer tools, easier cleanup, and more consistent results.

Probing Questions (choose based on purchased product): 

Mesa Magic Pot: What were you hoping the Magic Pot would replace in your kitchen?

Mesa Silicone & Nylon Kitchen Set: What kind of cookware do you normally use—nonstick, stainless, or enamel-coated?

Mesa Premium End-Grain Cutting Board:  How often do you prep ingredients at home versus using pre-cut items?

Mesa Perfect Towel: What’s more important for you—absorbency or quick drying?

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

Refund Request within MBG - Transition to Step 1: Educate on Value:  Transition to Save Step 1 - Educate on value

I understand your concern. Our policy covers refunds within 60 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  Silicone & Nylon Kitchen Set or Premium End-Grain Cutting Board. 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.]

You mentioned you weren’t fully happy with your Mesa product because ________, and I completely understand. Anytime you introduce something new into your kitchen routine, it can take a little time to adjust, especially if it’s different from what you’ve been using before.

What’s great about Mesa Cookware is that it’s designed to make cooking feel simpler and more enjoyable, not overwhelming. Each product is professional-grade, but built for everyday use, so it fits naturally into real kitchens and real routines.

Many customers tell us that once they get comfortable with how the product fits into their cooking flow, it starts to feel easier and more intuitive to use.

Would you be open to a couple of quick tips or suggestions that other customers have found helpful?

• Depending on the refund reason

• Asking for the goals

• Explaining the value of the product

 [Walk them down to the next save step, the gift card] 

No: Thank you for sharing that—I understand how frustrating it can be when something doesn’t meet expectations right away.

Because cookware preferences can be very personal, what works perfectly for one kitchen doesn’t always feel like the right fit for another.

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 product line.  

And if you are in need of [selling point], many customers love our [product] as [cross-sell selling point].  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. With kitchen cookware, a lot of it comes down to getting comfortable with how it performs in your own kitchen.

A lot of customers tell us that after spending a little more time with it and getting used to how it fits into their kitchen routine, it starts to feel more comfortable and easier to work with.

To give you the space to really focus on that, I can offer a 30% refund, which comes out to $XX.XX. You don’t need to return the _____, so you can continue using it and see how it works for you without feeling stuck with the full cost.

Would you like me to go ahead and process the refund for you?

Cx said Yes: Excellent; I’ll process the 30% refund of $XX.XX, 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 help make this right for you.

I can offer a 50% refund, which comes out to $XX.XX, and you’ll still get to keep the _______. This way, you have more time to use it at your own pace and see how it fits into your kitchen, without feeling like anything was wasted.

Many customers tell us that once they’ve had a little more time to cook with it—especially for simple one-pot meals—it starts to feel much more natural and becomes something they reach for regularly.

Would that option work for you?

STEP 1 – Mesa Magic Pot

Offer if they didn’t already purchase it: Before we wrap up, I want to share one of our most popular Mesa products—the Mesa Magic Pot. It’s a professional-grade, enamel-coated Dutch oven designed to replace multiple kitchen tools in one, so cooking feels simpler and more streamlined.

It distributes heat evenly, seals in moisture, works on all heat sources up to 480°F, and is built to last for years. Many customers love it because it helps reduce clutter while still delivering consistent, restaurant-quality results at home. It’s $99.99. Would you like me to add the Mesa Magic Pot to your order today?

Yes: Great! I’ll get that added for you right away.

No: No problem — let me share another customer favorite.

________________________________________

STEP 2 – Mesa Silicone & Nylon Kitchen Set

Offer if they didn’t already purchase it: Another great option is the Mesa Silicone & Nylon Kitchen Set. It’s an 11-piece utensil set that’s heat-resistant, non-scratch, and dishwasher safe—designed specifically to protect cookware while making everyday cooking easier.

Many customers pair this with Mesa cookware because it helps keep surfaces in great condition and gives them all the tools they need in one matching set. It’s $24.99. Would you like me to add the kitchen set for you?

Yes: Perfect—I’ll take care of that for you now.

No: Totally fine — let me share one more option customers really like.

________________________________________

STEP 3 – Mesa Premium End-Grain Cutting Board

(Offer if they didn’t already purchase it): One more option to consider is the Mesa Premium End-Grain Cutting Board. It’s made from Malaysian oak with self-restoring wood fibers and natural antimicrobial properties, so it’s built for long-term durability and safer food prep.

Customers who enjoy cooking from scratch love pairing this with Mesa cookware because it creates a complete, professional-grade prep-to-cook setup in the kitchen. It’s $59.99. Would you like to add the cutting board today?

Yes: Wonderful—I’ll add that to your order now.

No: No worries at all — just one last quick option.

________________________________________

STEP 4 – Mesa Perfect Towel

(Offer if they didn’t already purchase it): For a smaller add-on, many customers also love the Mesa Perfect Towel. It’s a split-microfiber kitchen towel that absorbs up to seven times its weight, dries quickly, and helps keep cookware and cutting boards in great shape. It’s especially helpful for proper drying to prevent moisture buildup, and it’s just $9.99. Would you like me to add the Mesa Perfect Towel for you today?

Yes: Great—I’ll add that right now.

No: No problem at all — I just wanted to share a few options our customers really enjoy.

Thank you again for giving us the chance to be part of your kitchen. We love hearing how our customers use Mesa Cookware to make everyday cooking easier and more enjoyable.

If you ever have questions, need tips, or just want to share how you’re using your Mesa 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.