Hello, my name is (Agent Name), calling you back from Nuvestra 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)? (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 Nuvestra Customer Service. My name is (agent name). 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. 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 [AreterioRestore], 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]?

Discovery Questions

• What made you decide to try ArterioRestore?

• What were you hoping ArterioRestore would help you support?

• How long have you been taking ArterioRestore?

• Have you been taking it consistently as part of your daily routine?

• Have you noticed any positive changes, even small ones, since you started taking it?

• What were you expecting to notice when you first started using ArterioRestore?

• Is there anything about your experience with ArterioRestore that hasn't met your expectations?

• Besides your original reason for ordering, are there any other areas of your cardiovascular wellness or circulation that you're looking to support?

For Additional ArterioRestore Supply

• How long would you ideally like to have your ArterioRestore supply on hand before needing to reorder?

• Would having a few months of ArterioRestore available at once make it easier for you to stay consistent with your daily routine?

For Subscribe & Save

• Once you find a routine that works for you, would you prefer to have your ArterioRestore automatically sent to you, or would you rather place an order each time you need more?

• Would having your next ArterioRestore shipment scheduled in advance make it easier for you to stay on track with your routine?

[Allow customer to provide feedback without interruption]

If the order is outside the 180-day MBG:  Proceed to the next step

If the order is within the 180-day MBG:  Transition to Educate & Proper Solution

I completely understand your concern. Our 90-Day Money-Back Guarantee applies to eligible ArterioRestore orders within 90 days of purchase. Since your order was placed on [DATE], it falls outside of that guarantee period. 

[Pause for customer response]

While I'm unable to process a refund under the 90-Day Money-Back Guarantee, I still want to make sure we do everything we can to support you. I can answer any questions you may have about ArterioRestore, how to incorporate it into your daily routine, or review what options may be available for your order. 

[If customer threatens chargeback or escalates]

I completely understand your frustration, and I want to do what I can to help. Although your order is outside our 90-Day Money-Back Guarantee, I can offer you a courtesy Store Credit of $XX.XX.

You can use that credit toward a future ArterioRestore order, which can help reduce the cost of your next supply and give you the flexibility to continue your routine without paying the full price again.

Would you like me to go ahead and set that up for you?

I completely understand your concern.

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

ArterioRestore is designed to be part of a consistent daily wellness routine, supporting cardiovascular wellness, healthy circulation, and arterial function.

Because everyone's experience can be different, we generally encourage customers to stay consistent with their daily use and give it around 6 to 8 weeks to really evaluate how they're responding to it.

Since you've already started with ArterioRestore, I'd hate for you to stop before giving it that opportunity.

Trial Close

Based on what we've discussed, does it make sense for you to continue with ArterioRestore for a couple more weeks with consistent daily use, so you can really evaluate how you're responding to the supplement?

If Yes: That's great. Let's make sure you have enough ArterioRestore to stay consistent with your routine.

If No: I completely understand. Let me go over the next available option with you.  [Proceed to Gift Card]

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

Thanks for sharing that. I completely understand, and I appreciate you giving ArterioRestore a try.

Since you've already started with ArterioRestore, I'd like to see if I can make it a little easier for you to continue with your current routine.

Rather than returning the product, I can offer you a $XX.XX gift card that you can use toward a future ArterioRestore purchase. This can help reduce your overall cost while allowing you to continue using ArterioRestore for a couple more weeks.

Would you like me to go ahead and set that up for you?

If Yes: Great! I'll go ahead and set up the $XX.XX gift card for you, which you can use toward your next ArterioRestore purchase.

If No: I completely understand. Let me go over one final option that may work better for you.

[Proceed to Gift Card]

I totally understand. Since you’ve already started with ArterioRestore, I’d be happy to offer you a 30% courtesy refund- that’s $XX.XX, as a courtesy for continuing with the product a little longer.

This way, you can keep the product you already have, continue with your daily routine, and reduce your overall cost. PLUS, there’s no need to return anything.

Would you be open to that?

Yes: Excellent. I'll process the $XX.XX refund, which will be returned to your card within 7 to 10 business days, and there's no need to return the product.

No: Totally fair—let me offer one final option

As a final courtesy, I can offer a 50% courtesy 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 the $XX.XX refund now. You'll see it returned to your card within 7 to 10 business days. 

No: Understood. I'll provide you with the refund instructions so we can take care of that for you.  [provide the refund instructions]

Since you've decided to continue with ArterioRestore, let's make sure you have enough supply to stay consistent with your daily routine.

We currently have a promotion for repeat customers where we're able to offer additional discounts. I can set you up with a 6-bottle supply, which gives you a longer supply and our best value per bottle, or 3 bottles for $XX.XX, which still gives you a good supply while bringing down your cost per bottle.

Would you like to take advantage of the best value with 6 bottles, or would you prefer to start with 3 bottles?

Yes: Proceed to Subscribe and Save offer

No: No problem at all. If you'd prefer to start smaller, I can set you up with just 1 bottle of ArterioRestore for $XX.XX with your 20% repeat-customer discount.

Would you like me to go ahead and set you up with 1 bottle?

Yes: Proceed to Subscribe and Save offer

No: No problem, I completely understand. Before we wrap things up, let me just go over one other option that may work better for you.

Proceed to Subscribe and Save offer 

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!