Hello, my naime is (agent name), calling you back from PaleoHacks 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 PaleoHacks.  My name is (agent name), here to help you make healthy eating simple and enjoyable. How can I assist you 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.

My system shows an (order) placed on [insert order date], for  [Cookbook title ] totalling [amount]. 

Customer: Yes, I want a refund. 

Sorry to hear that.  I can help with that.  Some customers tell us they love the recipes but sometimes find it tricky to fit new meals into their usual routine. 

Can I ask—was it more about the time it takes to prepare, the ingredients, or the type of recipes included that is the reason for your refund request? [listen]

[Allow customer to provide feedback without interruption] 

I f declined, transition to Save Step 1 - Educate on the Value of Healthy Eating

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 provide a gift card so you can try something else from our line.  Our most popular cookbook is the Everything Air Fryer Cookbook, a physical cookbook based on the keto lifestyle created to help you lose weight and eat healthy in a fun and modern way.

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 were not happy with the cookbook because _________, and I completely understand making changes to how we eat can take some time to get used to. 

What’s great about the PaleoHacks cookbooks is they’re designed to make healthy eating simple, satisfying, and sustainable — with ingredients that nourish your body and recipes that fit into real life. Would you be open to a few quick tips or recipe swaps? [listen]

No: I just want the refund

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

I can offer you a  gift card of equal value to explore another PaleoHacks cookbook.

Our cookbooks are designed to help real people like you and me make healthy lifestyle changes — packed with mouth-watering recipes for breakfasts, appetizers, main dishes, sides, snacks, and desserts, plus pro tips to make clean eating simple and enjoyable.

Would you like me to issue a gift card for you today? [listen]

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

I appreciate you sharing that feedback.

I can process a 30% refund and you’ll still keep the cookbook — it’s our way of saying thank you for giving PaleoHacks a try. You’ll still have access to all those simple, delicious recipes whenever you’re ready to get back to healthier cooking.  Can I get that setup 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 [cookbook name].  This way, you can check out our other cookbooks and see if you find another of interest.  Would that work for you?

Yes: Great — I’ll issue the 50%  refund of $XX.XX now. It will be back 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 – Paleo Snacks Cookbook 

• Offer this if they didn’t already purchase it: Before we wrap up, many Paleo fans love our Paleo Snacks Cookbook — it’s packed with quick, guilt-free bites like trail mixes, bars, and energy balls that keep healthy eating simple. It’s just $15.99 for an instant download. Would you like me to add that for you?

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

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

• STEP 2 –5-Ingredient Paleo Meals

• Offer this if they didn’t already purchase it: Another great option is our 5-Ingredient Paleo Meals Cookbook, filled with easy breakfast, lunch, and dinner ideas that use only five ingredients or less — perfect for busy days. Fewer ingredients mean lower grocery costs, and every recipe still follows the Paleo lifestyle plan for clean, nutritious meals. It's only $15.99 for a quick download.  Would you like to add this one instead?

• Yes: Perfect, I’ll process that for you now.

• No: Totally fine — let me share one last option customers love.

• STEP 3 – Paleo Desserts Cookbook

• Offer this if they didn’t already purchase it: For something sweet, we have the Paleo Desserts Cookbook — filled with indulgent treats made from wholesome ingredients. Great for satisfying cravings without stepping off your healthy path. It’s $15.99 as well.  Would you like to add this one today?

• Yes: Wonderful! I’ll get that added for you.

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

I'm so sorry to hear that you experienced a reaction. Your health and safety are incredibly important to us. I'd like to report this to our Quality & Compliance Team so they can review it right away. 

May I ask a few quick questions about what happened?

• What specific symptoms did you experience?

• When did the symptoms begin?

• Were any other products used at the same time?

• Have you consulted with a medical professional?

Thank you for bringing this to our attention. I’ll make sure this is documented and escalated to our internal team.

As a courtesy, I’d like to offer you a $[amount] store credit you can use on any of our products. There’s no need to return the item. 

[customer declines, offer the 50% refund] 

I’m glad we found a good solution for you today.

Thank you for being part of the PaleoHacks community — every small change toward eating cleaner makes a big difference.

Again this is (agent). Have a great day, and thank you again for choosing PaleoHacks!