Hello, my name is (agent name), calling you back from PhysioTru 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 PhysioTru. (agent name) here. 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.

My system shows an (order/subscription) placed on [insert order date], for [insert product name] totalling [amount]. 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]

Thank you for sharing that. Just so you know, our supplements are made with carefully selected, natural ingredients — and they’re designed to support your body gradually over time.  That’s why consistency is key — results often show up slowly but steadily.

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:  Transition to Save Step 1 - Change Frequency 

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

You: 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 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.

You: Our goal is to support your wellness journey, and I’d like to avoid any situation where you feel the need to go to your bank. Let’s work together to find a resolution that supports you. As a courtesy, I can offer a store credit to try another product on our website to help make this right.

Can I get that set-up for you?

[If customer declines, escalate for refund]

If customer declines, escalate for refund. 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? Our Subscribe & Save is super flexible.

You keep your discount, and I can move your next shipment out by 3 months.

That way, no pressure, no overload — and you don’t lose your member pricing. Sounds good?

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

No: It just didn’t work/I didn’t see the results expected.  

Thanks for sharing that. It sounds like [product name] just didn’t meet your expectations, and that’s completely fair — sometimes it takes a few tries to find the right fit for your body.

We actually have another formula — [alternate product name] — that targets the same concern and is designed to support [insert benefit, e.g., sustained energy, smoother mobility, deeper focus, etc.]. A lot of customers have used it and seen great results.

Rather than return this one, I can offer you a gift card for $XX.XX —so you can try something that might work better for you. Would you like me to go ahead and set that up? 

I totally understand. Since you’ve already started with [product name], and we know results from natural ingredients can take time to build up, I’d be happy to offer a 30% refund — that’s $XX.XX — just for continuing a bit longer.

A lot of customers tell us they start noticing subtle shifts — better mobility, clearer thinking, more energy — around week 6 with consistent use. Plus, there’s no need to return anything.

Would you be open to that?

Yes: Excellent; I’ll process the refund of $XX.XX which will be returned to your card within 7-10 business days with no need to return the product.

No: Totally fair—let me offer one final option

As a final courtesy, I can offer a 50% refund — that’s $XX.XX — if you’d like to keep the [product name] and give it a bit more time.

Some of our long-time customers say they almost gave up too soon — and now they won’t go without it.  Would that work for you?

Yes: Great — I’ll issue that refund of $XX.XX now. You’ll see it on your card in 7–10 business days.

No: Understood. Let me provide the refund directions..  [provide the refund instructions] 

I understand [original product] didn’t deliver what you were hoping for. Sometimes it just takes a slightly different approach. Many customers in the same spot have found success with [cross-sell product], because it helps support [insert key benefit that directly addresses their concern].

To really give it a fair chance, most customers start with a 3-bottle supply so their body has 6–8 weeks to adjust. Normally it’s [1-bottle price each], but today I can offer 20% off — so the 3-bottle supply is just [discounted price]. And of course, it’s fully covered by our 60-day money-back guarantee.

We can do it as a subscription so you’re never without it, or as a one-time order if you’d prefer. Would you like me to set that up for you today?

Yes: Perfect:  I’ll go ahead and set up the 3-bottle bundle at [discounted price].

No - Subscription: No worries — if you’d rather ease into it, I can also set up just 1 bottle at the same 20% discount, still with the full guarantee. Would you like me to go ahead with that?

• Physio Omega → Physio Pulse
  “If energy or blood pressure hasn’t improved, Physio Pulse can help. It supports circulation and vascular health, which works hand-in-hand with Omega’s heart-protective benefits for stronger overall cardiovascular support.”
  
  

• Physio Fit → Physio Flora
  “If appetite or weight hasn’t shifted, Physio Flora may be the missing piece. It balances gut health and digestion, which directly affects metabolism and fat-burning.”
  
  

• Physio Flora → Physio Omega
  “If bloating or digestion is still a struggle, Physio Omega adds anti-inflammatory support that relieves gut stress and strengthens results when combined with Flora.”
  
  

• Physio Neuro → Physio Omega
  “If focus or mental clarity hasn’t improved, Physio Omega is a great complement. Omega-3s reduce inflammation in the brain and support healthy cell membranes, enhancing Neuro’s cognitive benefits.”
  
  

• Physio Pulse → Physio Omega
  “If blood pressure still feels high, Physio Omega helps improve vascular flexibility and overall circulation, boosting Pulse’s results.”
  
  

• Physio Collagen → Physio Omega
  “If stiffness or joint comfort hasn’t improved, Physio Omega provides anti-inflammatory support that strengthens Collagen’s effects on mobility, skin, and overall flexibility.

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] 

Thank you again for giving us the chance to support your wellness journey.

If you ever have questions, tips, or even just want to share results—we love hearing from our customers.

My name is [Agent], and it’s been a pleasure assisting you. Wishing you continued health; have a great day!