Customer Courtesy / Goodwill

Customer courtesies should not be offered proactively or used as the initial response.

Agents should first:

1. Understand the customer's concern.

2. Review the account/order.

3. Identify the root cause.

4. Attempt to resolve or de-escalate the concern using the applicable SOP.

5. Determine whether a courtesy is appropriate.

Courtesies should generally be considered when MiamiMD made an error or failed to meet an expected process, resulting in a legitimate negative customer experience.

Depending on the circumstances, available courtesies may include:

• Discount codes

• Eligible refunds

• Return labels in specific company-error scenarios

Agents cannot directly reimburse return shipping fees separately.

The maximum refund is tied to the applicable order amount.

A return label may be provided in limited situations where the return resulted from a company error.

Example:

A customer contacted the company to cancel a subscription, but the cancellation was not completed and the order was subsequently processed.

Note: These situations are considered rare. Depending on the circumstances, a full refund may be appropriate without requiring the customer to return the order.

A courtesy refund may be considered when a customer claims that a valid promotional offer was not applied.

Before processing:

1. Verify the promotion.

2. Confirm that the customer met the promotion requirements.

3. Confirm that the promotion should have applied to the order.

4. If the customer qualified, process the appropriate refund.

5. Document the reason clearly.

A customer's threat to:

• File a lawsuit/litigation, or

• File a complaint with a regulatory agency

may be considered a valid refund scenario.

Follow the applicable refund process and document the customer's concern accurately.

Outside of approved return scenarios and other specifically identified exceptions:

• Agents may process a refund of up to 50% of the order amount as a courtesy.

• This should be used rarely.

• It should never be the initial response.

• It should not be offered proactively.

• There must be a legitimate customer complaint where the company missed the mark and caused a poor customer experience.

• Requests for a courtesy without a legitimate service issue or company error should not automatically be granted.

• If the situation is unclear or outside the stated guidelines:

• Escalate to the appropriate SL/leadership contact for review.

• If the customer threatens to cancel or return an order:

• Follow the applicable Save/Retention protocol first.

• Do not immediately issue a courtesy refund simply because the customer threatens cancellation or return.