Knowledge Hub

This SOP provides MiamiMD Customer Service Agents with a centralized reference for:

• General brand and product guidelines

• Customer account management

• Order placement and validation

• Payment processing

• Subscriptions

• Shipping and international orders

• Returns, RMAs, refunds, and replacements

• Gift card requests and usage

• Loyalty / Rewards

• Discounts and promotions

• Third-party sales

• Legal and escalation-related inquiries

Agents should always verify the correct customer account and order before taking any action on an account, order, refund, replacement, or gift card.

Product Use

MiamiMD products are intended for personal, non-commercial use.

Customers may not:

• Resell products

• Redistribute products

• Modify products

• Export products purchased from the website

Agent Reminder

If a customer is asking about wholesale, bulk purchasing, resale, or distribution, do not process it as a standard customer order.

Product Results

MiamiMD does not guarantee specific health, fitness, or wellness results.

Results may vary between customers.

Agent Reminder

Do not promise a specific result or guarantee that a customer will achieve a particular outcome.

Website Information

Product information displayed on the website may change, including:

• Product descriptions

• Pricing

• Promotions

• Shipping charges

• Transit times

• Product availability

MiamiMD may also correct website errors or inaccuracies.

Pricing Errors

If there is an error in product information or pricing, MiamiMD reserves the right to:

• Correct the information

• Update the website

• Cancel an affected order when applicable

Agent Reminder

Do not promise that an incorrect website price will automatically be honored.

Account Maintenance

How to Update Customer Account Details

1. Search for the customer account.

2. Click Customer.

3. Select the information to update:

   • Details

   • Addresses

   • Cards

4. Click Edit.

5. Update the required information.

6. Click Save.

7. Verify the update saved successfully.

Important

Always verify that you are working on the correct customer account before changing account information

Customer Self-Service Limitations

Customers currently have limited self-service capabilities for account and subscription management. While some subscription and ordering actions can be completed independently, general account maintenance still requires agent assistance.

Customers can currently:

• Pause or unpause their subscriptions.

• Cancel or reactivate their subscriptions.

• Reorder previous purchases.

Customers currently cannot independently:

• Delete their MiamiMD account.

• Permanently deactivate their account.

• Perform general account maintenance or other account changes not supported through available customer-facing features.

Agent Action

• Take ownership of the customer’s request and assist with the action required when agent assistance is needed or when the customer has not specifically requested to complete the action through self-service.

• If the customer specifically prefers to use an available self-service option, provide clear instructions and guidance to help them complete the action independently.

• Confirm what action the customer is attempting before providing instructions or taking action.

• When the requested action is not available through self-service, complete the applicable action on the customer’s behalf following the appropriate SOP.

• Do not direct customers to self-service features that are not currently available.

• Avoid transferring responsibility to the customer when the requested action can be appropriately completed by the agent.

Existing Customer Order

Procedure

1. Search for the customer account.

2. Click Customer.

3. Click Add Order.

4. Select the appropriate Campaign.

5. Select the Offer ID.

6. Enter the Quantity.

7. Enter the Discount Code, if applicable.

8. Select the correct Shipping Address.

9. Select the correct Billing Address.

10. Select the correct Payment Method.

11. Recap the order from top to bottom.

12. Click Submit.

13. Confirm that the order was successfully submitted.

Default Campaign

For standard orders, use:  Call Center - ECX

International Orders

Use the appropriate country-specific campaign.

For regular-price UK orders: MiamiMD-co UK campaign

This ensures the appropriate currency and pricing are applied.

How Quickly Does an Online Order Appear?

For orders placed directly through the MiamiMD website, orders should appear in real time because the website functions as the front end while the order is processed through Sublytics.

Agent Action

When a customer says they placed an order:

1. Search for the customer in Sublytics.

2. Check for the order.

3. Verify the order details.

4. Confirm the order status.

Order Not Showing in Sublytics

For an order placed directly on the MiamiMD website:

If the order does not appear in Sublytics, there was no successfully placed order.

Exception

Some promotional landing-page orders may process through Shopify instead of Sublytics.

Agent Action

If the customer used a promotional landing page:

• Verify whether the order was processed through Shopify.

• Check the appropriate platform before concluding that no order was placed.

Before submitting or modifying any order, verify:

Item Verify

Customer Account Correct customer

Campaign Correct campaign

Offer ID Correct offer

Quantity Correct quantity

Discount Correct discount/promotion

Shipping Address Correct address

Billing Address Correct address

Payment Method Correct payment

Order Total Correct amount

Order Details Recapped with customer

Critical Reminder: Always recap the order from top to bottom before submitting.

Accepted Payment Methods

MiamiMD accepts:

• Visa

• Mastercard

• American Express

• Discover

• PayPal

The Terms specifically identify U.S.-issued Visa, Mastercard, American Express, and Discover credit/debit cards.

Card Information

For card purchases, the applicable payment information includes:

• Billing address

• Card number

• Expiration date

• 3- or 4-digit CVV/security code

Agent Reminder

Follow PCI/payment-handling procedures when collecting or handling payment information.

Declined Card

If a customer's card is declined:

Agent Action: Direct the customer to contact their bank or card issuer.

Do not speculate about the reason for the decline.

Updated Card Information

MiamiMD and its payment providers may receive updated card information from a card issuer, such as:

• New card number

• Updated expiration date

Subscribe & Save

According to the Terms, Subscribe & Save automatically replenishes products every 30 days until cancelled.

Failed Subscription Payment

If a subscription payment fails, MiamiMD may:

• Continue attempting to process the payment

• Contact the customer by phone

• Contact the customer by email

• Request alternate payment information

Agent Reminder

Customers currently require agent assistance for subscription maintenance.

Required Shipping Information

An accurate:

• Shipping address

• Phone number

is required.

Incorrect Shipping Address

MiamiMD is not responsible for late or missing shipments caused by an incorrect shipping address entered by the customer.

Agent Reminder

Always verify the shipping address before submitting an order.

Delivery Confirmation

A carrier's delivery confirmation is considered sufficient proof of delivery.

A signature is not necessarily required.

Current International Markets

MiamiMD currently ships to:

• Australia

• Canada

• Mexico

• United Kingdom

International Shipping Time

International orders are generally shipped through:

• UPS

• DHL

Typical timeframe:

14–30 days

Remote locations and customs may cause additional delays.

Agent Reminder

Set appropriate expectations regarding:

• Transit time

• Customs

• Potential delays

When to Provide an RMA

The RMA should be provided after the customer has declined all applicable save attempts.

Important

Agents can generate RMAs.

No approval is required.

Generate an RMA

Procedure

1. Search for the customer account.

2. Locate the appropriate order.

3. Click Shipment.

4. Click the Tracking Number.

5. Click Generate RMA.

6. Follow the applicable return process.

7. Provide the customer with:

   • RMA number

   • Return address

Return Packaging

The customer should write the RMA number:

• On the outside of the package

• Inside the package

Recommend a trackable shipping method.

Returned Products

Customers must return all jars/bottles associated with the order to receive a full refund.

Products may be:

• Unopened

• Partially used

• Empty

Agent Reminder

The requirement is to return all products, not necessarily only unopened products.

Return Shipping

The customer is responsible for return shipping costs.

MiamiMD is not responsible for returns that are:

• Lost

• Stolen

Customers should use tracking and may consider shipping insurance.

Verify Return Receipt

If the customer no longer has their tracking number:

1. Access the Returns Team tracking sheet.

2. Search for the applicable return.

3. Verify whether the package was received.

Refund Timing

The refund is issued after the returned products are received and processed automatically.

Refund Method

Refunds are automatically issued to the original payment method.

Procedure

1. Search for the customer account.

2. Locate the correct order.

3. Click Charges.

4. Click the applicable Amount.

5. Click Transaction.

6. Click Refund.

7. Verify the refund details.

8. Complete the refund.

9. Confirm the transaction was successfully processed.

Critical Check

Before refunding:

Verify the customer + order + transaction + refund amount.

Standard Replacement

Procedure

1. Search for the customer account.

2. Locate the correct order.

3. Click Shipment.

4. Click the Tracking Number.

5. Click Reship.

6. Verify the replacement details.

7. Complete the process.

Subscription Replacement

The replacement process is the same.

Reshipments are based on the Shipment ID.

Gift Card Dashboard

Use the MiamiMD Gift Cards dashboard for gift card requests and status monitoring.

Gift Card Tab

Used to view:

• Pending requests

• Approved requests

Order List

Used to:

• Locate the customer's order

• Submit a gift card request

Procedure

1. Open Order List.

2. Search for the customer's account using:

   • Customer Email

   • Order ID

   • Customer ID

   • Refunded By Date

3. Verify the correct customer and order.

4. Click Request Gift Card.

5. Enter the gift card amount.

6. Make sure Never Expires is checked.

7. Click Submit Request.

8. Go to the Gift Card tab.

9. Monitor the request status.

What does the GC look like?

Question Agent Knowledge

How long does a gift card request take? 1–2 business days

How does the email appear? Subject: “Your MiamiMD Gift Card”

What does the email contain? Gift Card Number, Gift Card Balance, and redemption instructions

Where is the Gift Card Number? In the gift card email

Where is the balance shown? In the gift card email

How does the customer use it? Select “Pay With Gift Card” during checkout

Is another payment method required? Yes

Can PayPal be used as the backup payment? No

Can a gift card with a remaining balance be reused? Yes, subject to applicable balance/expiration

Can an agent place an order using the gift card? Yes, but a non-PayPal backup payment method is required

Security Reminder

Treat the Gift Card Number as sensitive payment-related information.

Do not unnecessarily expose it in internal notes or communications.

Agent Do's and Don'ts

✅ DO

• Use the MiamiMD Rewards page as the primary reference.

• Check the customer's account when investigating Rewards issues.

• Use the Rewards Portal to verify available redemption options.

• Explain Rewards rules clearly and simply.

• Verify specific promotion terms before confirming that points can be combined.

• Escalate when the customer's account does not match the published Rewards information.

❌ DON'T

• Don't guess a customer's point balance.

• Don't promise that expired points will be restored.

• Don't say that points can be combined with every promotion.

• Don't manually add or adjust points unless authorized.

• Don't promise that customers will keep points earned from a returned order.

• Don't create, modify, or interpret Rewards rules beyond the available guidance.

Tier Point Redemption Value

Bronze 32 points = $1

Silver 16 points = $1

Gold 10 points = $1

Agent Reminder: The customer's Rewards tier determines the redemption value of their points.

Topic Quick Reference

Points Earned 1 point per $1 spent

Points Basis Total amount paid, including shipping and tax

First Purchase Points May appear as quickly as 15 minutes

Welcome Gift $25 in Rewards points

Bronze 32 points = $1

Silver 16 points = $1

Gold 10 points = $1

Redemption Electronic gift cards

Automatic Order Discount No

Points Expiration 12 months from date earned unless customer makes at least one purchase per year

Expired Points Cannot be reactivated as a courtesy

Agent Tier Access Not currently available

Customer Rewards Access MiamiMD Rewards Portal

Account Emails Different email addresses = separate accounts

Account Merging Not available

Refund Impact on Points Currently, no impact

Refund Impact on Tier Currently, no impact

Where Are MiamiMD Products Sold?

Products are sold through:

• MiamiMD website

• Amazon

• Walmart.com

Wholesale / Bulk Orders

MiamiMD does not currently accept:

• Wholesale orders

• Bulk orders

• Reseller orders

• Third-party retail distribution requests

Approved Customer Response

“At this time, we do not offer wholesale, bulk purchasing, or third-party retail distribution partnerships. We sell exclusively through our official channels to ensure strict product quality, formulation freshness, and consistent pricing for all of our customers.”

The MiamiMD Quality Triad

The MiamiMD Quality Triad explains the three things that make up the MiamiMD Promise:

1. Expert Formulation – How it’s made

   • Products are developed by skincare experts and researchers.

   • They combine carefully selected ingredients, botanicals, and peptides to create effective skincare products.

2. Premium Ingredients – What’s inside

   • Products use carefully selected, high-quality ingredients.

   • Ingredients are chosen with effectiveness and safety in mind for different ages and skin types.

3. 3rd-Party Lab Tested – Quality & Safety

   • Each batch is tested by an independent, certified laboratory.

   • This helps verify that the products meet quality and safety standards.

In Simple Terms

MiamiMD Promise = Expertly Formulated + Premium Ingredients + Independently Tested

These three pillars work together to help ensure that MiamiMD products are well-formulated, made with quality ingredients, and tested for quality and safety.

Ingredient Translation

Ingredient Translate to Customer Goal

Progeline Helps improve the look of firmness and skin appearance.

Matrixyl 3000 Helps support a smoother, firmer-looking complexion and reduce the appearance of fine lines.

Argireline Helps improve the appearance of fine lines and wrinkles, giving the skin a smoother look.