Declines

Purpose

How to monitor and update our hard decline sheet that our automation system tracks. Main owner and relevant players: Customer Service Team.

What You Need

• Access to our Google Sheets Tracker

Step-by-Step

1. Log in to our Live Anabolic Tracker sheet, and go to the Hard Decline Sender tab.

2. How the automations work: When a customer is declined, the decline is sent to our soft decline automation sheet. The automation system will attempt to reprocess up to 3 times if it is a reprocessable reason. If it is not a reason that can be reprocessed, or all attempts fail, the order is sent to the hard decline sender sheet. Once they arrive on the sheet, another automation automatically sends the customer a decline email asking them to check with their bank or reply to the email for assistance.

3. If you scroll to the bottom, you will see the most recent hard declines.

4. You will see a column named “Freshdesk Link”. That is the email that was sent by the system to the customer. Beside that is a column called “Customer Responded?”. In that column, the system will let you know if it has detected a reply from the customer to the email. In some cases, it may not detect a reply, but we will see an open email in Freshdesk.

5. You can go through and check the ticket links of those that have replies. Try to address the issue that the customer is having. In some cases, customers will need to send a message to their bank to approve the charge, and then you can attempt to manually reprocess the order. Refer to how to manually reprocess here: Sticky Reprocess SOP, Checkout Champ Reprocess SOP.

6. If the customer has tried to contact their bank and the order still won't reprocess, try to create a new link with the URL Generator. If it still doesn't work, see if they are willing to pay through ACH.

7. If any of these methods were able to help the customer place the order they wanted, mark the hard decline sender row's “Sale Recovered?” column as “Yes”. This allows us to track that a hard decline was recovered.

8. If all attempts fail, or the customer stops responding, mark the hard decline sender row's “Sale Recovered?” column as “No”. If every attempt was made without success, let the Live Anabolic POC know.

Purpose

If the customer has expressed that they don't want a decline reprocessed, you can stop the system manually by editing the sheet. Main owner and relevant players: Customer Service Team.

What You Need

• Access to our Google Sheets Tracker

Step-by-Step

1. Log in to our Live Anabolic Tracker sheet, and go to the Soft Decline Automation tab.

2. How the automations work: When a customer is declined, the decline is sent to our soft decline automation sheet. The automation system will attempt to reprocess up to 3 times if it is a reprocessable reason. The reprocessing rate depends on the reason. Most are reprocessed every 6 hours up to 3 times. Insufficient funds are reprocessed every 24 hours up to 3 times.

3. You can scroll to search, or press Ctrl + F to search the sheet for the order number. Make sure to locate the order number in the “Order #” column, not the other columns.

4. In the “Final Verdict” column, type or paste “Skipped Duplicate”. This will skip it from being reprocessed, and will not send the customer an email. If you want a hard decline email to be sent automatically by the system, you can put “Hard Stop Decline” in the Final Verdict column.

Purpose

How to manually reprocess an order that has been declined on Sticky.

What You Need

• Sticky.io access

• Walkthrough video

Step-by-Step

1. Sign in to Sticky.io.

2. Go to Customers > Reprocess Declined Orders.

• You can search by order ID at the top, or you can scroll through the recent declined orders.

3. Once you find the order ID you're looking for, look at the decline reason. For customers who haven’t contacted their bank, the only decline reasons we can reprocess are:

1. Do not honor

2. Pick up card - SF

3. Transaction Declined

4. Insufficient funds

These reasons can be reprocessed, but try not to do it more than 3 or 4 times when possible.

4. Before clicking reprocess, click the order ID in blue.

5. Scroll down to the bottom of the order page and check the history. If you see anything about an incorrect CVV, expired card, or wrong card number, do not reprocess because it will decline again. In those cases, the customer will need to reorder with the correct information. Note that even if the reprocess page gives a reprocessable reason, there can still be an incorrect CVV in the history, which is why we check.

6. Go back to the reprocessing page. You can either check the boxes beside multiple orders and go to Actions > Reprocess, or you can just click the loop icon beside an order to reprocess a single order.

7. Sometimes, when reprocessing, it can help to force the order to the next gateway. To do this, check the box beside an order and go to Actions > Force Next Gateway.

• Then select the gateway you want to use, and click Change Gateway.

8. If the stated decline reason was any of the following, or if the order has one of the reprocessable reasons above but reprocessing has already been attempted 3 times, make sure the customer contacts their bank and clears the payment before attempting again:

1. REJECTED CONTACT CUST SERV

2. Blocked, first used

3. CID verification error

4. This provider, Flexcharge does not support individual authorizations at this time

9. Once you reprocess, it usually takes about 30 minutes to go through. Check back later to see if it cleared. If a payment won’t go through, try another card, PayPal, or, as a last resort, ACH. You can also have the customer try on Checkout Champ.

Purpose

How to reprocess an order that has been declined on Checkout Champ.

What You Need

• Sticky.io (as listed in the source doc)

• Checkout Champ access

Step-by-Step

1. Sign into Checkout Champ.

2. Go to Customers > Customer Service.

3. Search for the customer by Order ID, email, phone, or name.

4. In the list, click the customer name (blue link) to open their account.

5. Look through their orders and select the order number that was declined. Note that you can only reprocess soft decline orders, not hard declines. It says on the right side whether it is a soft or hard decline.

6. Once you open the order, you will see a green button that says “Complete Order”. Click it to reprocess the order.

7. You may need to check back to see if the reprocess was successful. Often it will decline again. If that is the case, use the URL generator to create a new link for them with the same cart, and see if they can reorder.

Purpose

Decline call scripts to use when calling customers whose subscription order was declined.

What You Need

• Ring Central

• Google Sheets

Step-by-Step

The agent’s call goal should be to:

1. Confirm they are the customer.

2. Let them know their subscription could not be processed.

3. Offer to help update the payment method.

4. Make it easy and low-pressure.

5. Save the subscription without sounding pushy.

Best agent flow for high save rate – use this call structure:

1. Open: “I’m calling to help before your subscription is interrupted.”

2. Normalize: “This happens all the time with expired or replaced cards.”

3. Ask: “Would you like to keep your subscription active?”

4. Offer options: “We can update payment, delay the next order, or cancel if needed.”

5. Save attempt: If they want to cancel, first ask why. Many can be saved by delaying, changing frequency, or solving confusion.

Scripts & Templates

Live call script – simple and professional

Hi, this is [Agent Name] calling from Live Anabolic. Is this [Customer First Name]?

Great, I’m calling about your Live Anabolic subscription. It looks like your most recent subscription order didn’t go through, so I just wanted to reach out before the order gets fully canceled.

We can help get that updated pretty quickly if you’d still like to continue receiving your product.

Usually this happens if a card was replaced, expired, or the bank blocked the transaction. Would you like me to help you update the payment method so we can keep your subscription active?

Save-focused objection responses

“I don’t want it anymore.”

No problem, I understand. Before I make any changes, was there a specific reason you wanted to stop? Was it too much product, timing, price, or were you not seeing the results you expected?

Then, based on the answer:

Too much product:

That makes sense. Instead of canceling, we can delay the next shipment so you have time to use what you already have. Would pushing it out 30 or 60 days work better?

Price issue:

I understand. If you want, I could move your next renewal back a month or more instead of canceling. We also have the 3-pack subscription options that help you save more if you want help switching to one of those.

Not seeing results:

I’m sorry to hear that. Everyone is different, so we do recommend using the supplements for 90 days consistently to see full results. But if you feel this is not a good fit for you, I can help you replace your subscription with another product from our catalog. With a 20% discount.

Voicemail script

Hi [Customer First Name], this is [Agent Name] calling from Live Anabolic.

I’m reaching out about your Live Anabolic subscription. We weren’t able to process your most recent subscription order, so we wanted to help you update it before the order is canceled or interrupted.

You can call us back at [Phone Number], or check your email for assistance with getting this fixed for you.

Again, this is [Agent Name] from Live Anabolic. Our number is [Phone Number]. Thank you!

Notes & Tips

• The most important phrase is: “I just wanted to catch it before your subscription is interrupted.” That sounds helpful instead of aggressive.