"Hello, my name is [Agent Name], calling you back from MiamiMD customer service.

I must advise that 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)? Can you confirm your shipping address to validate your account?

* Account validation is not required on a disconnected call * 

Hello, this is [Agent Name] calling from MiamiMD customer service. I’m following up on your recent inquiry about your (name of the product) order.

Please call us back at 844-829-8772 at your convenience so we can assist you.

Again, this is [Agent Name] with Miami MD — we look forward to speaking with you. Have a great day

Agent: "Thank you for calling Miami MD, Age Defying Skin Care. My name is [Agent Name]. How can I support your skincare journey today?"

Customer: "I need to cancel my order."

Agent: "Ok. Let me pull up your account. May I have your full name? [pause] And your telephone number? Perfect. And for security, can you verify your email and shipping address to validate the account? Thank you for that information."

Agent Account Review:

"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 10% off automatically."

Customer Response:

"Yes, I want to cancel the subscription (order) for                                       ."

Agent Probing Question (Transition):

"I can absolutely help with that. Before we proceed, may I ask—what was your experience like with the product?"

“Thank you for explaining that — I understand your concern.”

“I want to be transparent with you. Our refund policy covers orders within 60 days, and this purchase is just outside that window.”

“While I’m not able to issue a refund in this case, my goal is to make sure you still feel supported and that we find the best possible way to move forward.”

“Many customers reach out around this time because (name of the product) works gradually, and it can take a little consistency before they notice the full benefit.”

“If you’d like, I can walk through how to get the most from what you have — or we can look at another option that may work better for you.”

[Gracefully bring the call to a close.]

If customer threatens chargeback:  “I understand why you’d consider that. My goal is to resolve this with you here so you don’t have to go through that extra process.”

 “As a courtesy, I can offer a Miami MD store credit for $XX.XX [initial purchase minus taxes and shipping], which you can use whenever you’re ready — either to reorder or to try something else.”

“Shall we proceed?”

[If the customer declines, apologize for the inconvenience, and gracefully bring the call to a close.]

Subscription Save Flow

SAVE 1: Identify Reason Behind the Cancellation

Agent:

“Are you feeling like you’re receiving too much [Product Name] at once?”

If YES:

“That’s completely understandable.”

“The nice thing about your subscription is that we can adjust your next shipment based on how much product you currently have, so your deliveries better match your actual usage.”

“This gives you more time to use what you already have without continuing to build up extra product.”

“Instead of cancelling completely, let me help you move your next shipment to [DATE] so everything lines up better with your routine.”

Action: Adjust the next shipment based on the customer's current supply and approved subscription options.

If NO: “I just want to cancel.”

SAVE 2: Move the Next Shipment Date

Before presenting the save, probe for the reason.

“I understand. Before we make that change, may I ask what made you decide to cancel?”

If the concern is related to results, routine, or needing more time:

“Thank you for sharing that. With skincare, the customer experience can vary, and consistent use according to the product directions is important.”

“Rather than having another shipment arrive while you’re still evaluating the product, we can adjust your next shipment date and give you additional time with what you already have.”

“Would you be open to moving your next shipment instead of cancelling today?”

If NO: “I still want to cancel.”

SAVE 3: Subscription Discount

Agent:

“I understand.”

“Before we cancel the subscription completely, let me see if I can help make your next shipment more manageable while still giving you flexibility.”

“I can apply the approved [DISCOUNT]% discount, which would bring your next shipment to $[DISCOUNTED PRICE], and we can also adjust your next shipment date if you need additional time.”

“Would that work better for you?”

Important: Use only the discount and pricing currently approved for MiamiMD. Do not quote 20% simply because it appears in another client's script unless 20% is confirmed in the MiamiMD retention protocol.

If NO: “No, I just want to cancel.”

Process Cancellation

Agent:

“Absolutely. I understand your decision. I’ll proceed with the cancellation of your subscription.”

Complete the cancellation according to the approved MiamiMD process.

Then confirm:

“Your subscription has now been cancelled, so you will not receive the next scheduled subscription shipment.”

Use the exact approved confirmation based on what the system shows.

If Customer Requests a Refund or Return

Customer:

“I want to cancel, and I also want a refund.”

Do not automatically combine the subscription cancellation with a refund.

Agent:

“I can certainly help review both concerns. Let’s first take care of your subscription so there are no future scheduled shipments, and then I’ll review the order with you to determine the appropriate options.”

Then follow the MiamiMD refund/return eligibility and approved save protocol.

Important Trainer Guidance

Subscription Cancellation Only:
Cancel the subscription according to the customer's request. Do not proactively offer a refund for an existing order if the customer has not requested one.

Refund/Return Request:
Review the specific order and determine eligibility under MiamiMD's approved return/refund policy before presenting the applicable resolution.

Refund + Cancellation:
Treat these as two separate customer intents:

1. Future shipments → Subscription cancellation
2. Existing order → Refund/return process

After Cancellation: Cross-Sell Pivot

Only pivot when appropriate based on the customer's reason for cancelling.

For example, if the customer says the current product doesn't address their main concern:

“Before I let you go, may I ask what your main skincare concern is right now? Is it more around fine lines, firmness, dark spots, dryness, or something else?”

Listen to the response first.

Then:

“Based on what you shared, there may be another MiamiMD product that's more closely aligned with that concern. Would you like me to tell you a little about it?”

Then use the MiamiMD Product Matrix to make the appropriate recommendation.

>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>.

OTP Refund Request

“I completely understand your concern.”

[Set expectations, reinforce the value of the MiamiMD product, and provide the most appropriate solution based on the customer's reason for requesting a refund.]

“Many customers reach out before they've had enough time to fully evaluate their experience with the product.”

“Because everyone's skin is different, the customer experience and visible cosmetic results can vary depending on factors such as skin type, specific concern, application, consistency, and how long the product has been used.”

“Consistent use according to the product's recommended directions is important when evaluating your experience with [Product Name].”

“Since you've already started working toward your goal of [firmer-looking skin / improving the appearance of fine lines / reducing the appearance of dark spots / improving hydration / addressing crepey-looking skin / other approved cosmetic concern], I'd hate for you to stop before you've had a fair opportunity to evaluate the product with consistent use.”

“What I can do is help you make the most of the product you already have by reviewing the recommended usage with you and making sure it aligns with your skincare goal.”

Trial Close

“Based on what we've discussed, would you feel comfortable continuing with [Product Name] and giving this solution a try?”

If YES

Acknowledge the decision and reinforce the agreed solution:

“Absolutely. I'm glad we were able to find an option that works better for you. Let me quickly recap what we discussed so you know exactly what to do moving forward.”

Proceed to the appropriate Cross-Sell/Upsell Process, if relevant to the customer's identified skincare needs.

If NO

“I completely understand, and I appreciate you allowing me to review the options with you.”

Proceed to the approved Gift Card step of the MiamiMD save protocol.

Customer Objection:

"It just didn't work (I didn't see the results I expected)."

Agent Response (Educate & Alternative Offer):

"I understand. [Briefly review the benefits of the purchased product—e.g., 'Intensive Eye Repair Serum' hydrates and targets fine lines under the eyes, reducing puffiness and crow's feet, and improving elasticity.]"

"I have a similar product; it's our [Instant Wrinkle Eraser]. With it, you'll notice an immediate skin-tightening effect around the eyes, forehead, and mouth. It smooths skin, offering a lifted appearance for hours. Have you seen this on our website?"

"It can offer the same benefit as [original product], and it's best when [provide usage/application]."

The Save Offer (100% Value Gift Card):

"Rather than return the product, I'd like to offer you a gift card for 100% of the value of your purchase—that's ($xx.xx), which you can use to try anything else on our website. Can I get the gift card for $xx.xx set up for you?"

The Save Offer (30% Refund):

“I completely understand. We want to make this right. I can offer you a 30% refund—in the amount of ($XX.XX) if you would give the product a bit more time; sometimes results begin showing after 6-8 weeks of consistent use.”

Yes Response (Process Refund):

“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 Response (Next Offer):

“Let me share one final offer...”

Action: [Walk them down to the next save step, the 50% refund]

The Save Offer (50% Refund):

“As a final courtesy, I can refund 50% of your order—that's ($XX.XX) if you'd be willing to keep the product and give it a little more time.”

Yes Response (Process Refund):

“Excellent; I’ll process the refund of ($XX.XX), which will be returned to your card within 7-10 business days.”

No Response (Next Steps):

“Understood. I will provide the return information. Can you grab a pen and paper?”

Skincare Goals Discovery:

“By the way, since we're talking skincare goals—what's the biggest concern you're working on right now? Fine lines, dark spots, firmness?”

Customer Response:

“Yes... [shares skin goals or concerns].”

The Pairing Pitch & Exclusive Offer:

“Got it. You know, we've got something specifically designed to target that [product]. A lot of our customers pair it with what you already have for even better results. And since you're on the call with me, I can offer that at an exceptional discount.”