Greeting & Introduction - Outbound

Hello, my name is (Agent Name), calling you back from PupLabs customer service. I must advise, 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 * 

"Thank you for calling Pup Labs Customer Support. Your Partner in Pup Wellness. My name is [Agent Name]. How can I help you and your pup today?"

Customer: “I want to refund.”

Agent:

"Let me see what our options are. Before we proceed, let me pull up your account and review your order so I can better assist you."

“May I have your full name and phone number?”

“And for security, can you confirm your email and shipping address?”

“Thank you — I’ve got your account here.”

"I see that you ordered [Product Name] on [Date]. Just so I can better understand your experience, may I ask a few quick questions about how things have been going with [Pet Name]?"

Discovery Questions

• What made you decide to try [Product Name]?

• What were you hoping it would help with?

• How long has your dog been using it?

• Have you noticed any positive changes, even small ones?

• Besides this concern, are there any other health or wellness issues you're trying to improve for your dog?

• Are you currently concerned about any of the following?

   - Joint mobility

   - Digestion or sensitive stomach

   - Bad breath or dental health

   - Overall wellness

Also ask:

• Pet name
• Pet age
• Breed
• Number of pets in the household (cats/dogs)
• Any health issues or concerns

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

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

"Thank you for explaining your situation. I completely understand your concern, and I appreciate you taking the time to speak with me today."

"I'd like to be transparent with you. Our 180-day Money-Back Guarantee covers purchases made within that timeframe, and after reviewing your account, I can see that your order falls just outside of that coverage period."

"Although I'm unable to issue a refund in this case, my goal is to make sure you still feel supported and that we find the best possible solution for you and your pup."

"Many pet parents reach out around this time because wellness supplements often work gradually. Consistent daily use gives your dog's body the best opportunity to experience the full benefits, especially for ongoing concerns like joint health, digestive wellness, or dental support."

"If you're still using the product, I'd be happy to share a few tips to help you get the most out of it. If your dog's needs have changed since your original purchase, we can also discuss another Pup Labs product that may be a better fit."

(Provide coaching based on the product the customer currently has and recommend an alternative product or bundle if appropriate.)

[Gracefully bring the call to a close.]

If customer threatens chargeback:  

"I understand why you might consider that, and my goal is to resolve this for you directly so you don't have to go through that additional process."

"As a courtesy, I can offer you a Pup Labs store credit for $[Original Purchase Amount less taxes and shipping]. You can use it whenever you're ready toward any Pup Labs product or bundle that best supports your dog's current wellness needs."

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

Empathy & Investigation

“I’m so sorry to hear that your dog experienced a reaction. Your dog’s health and safety are very important to us. I’d like to make sure we properly document what happened and escalate this to the appropriate team for review. May I ask you a few questions about your dog’s experience?”

Required Follow-Up Questions

• What specific symptoms or reactions did your dog experience?

• When did you first notice the symptoms?

• Which Pup Labs product was your dog taking?

• When did your dog start using the product?

• How much of the product was your dog given, and how often?

• What is your dog’s age, breed, and approximate weight?

• Was your dog taking any other supplements, medications, or products at the same time?

• Does your dog have any known allergies or existing health conditions?

• Have you stopped giving the product to your dog?

• Have you consulted a veterinarian regarding the reaction?

Safety Guidance

If the pet parent describes symptoms that appear serious or urgent:

“Thank you for sharing that information. Because your dog is experiencing these symptoms, their safety is our priority. Please get in touch with your veterinarian or an emergency veterinary provider as soon as possible for appropriate medical guidance.”

Agent Reminder: Do not diagnose the dog, determine that the Pup Labs product caused the reaction, or provide veterinary advice. Document what the customer reports and follow the approved escalation process.

Resolution & Gift Card

“Thank you for bringing this to our attention. I’ll make sure the details you provided are properly documented and escalated to the appropriate team for review.”

If the approved Pup Labs resolution is a gift card:

“I’ll also go ahead and issue the approved [50% or 100% Gift Card] for your order.”

I completely understand your concern.

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

Many pet parents reach out before they've had the opportunity to see the full benefits of the product.

Because every dog is different, results can vary depending on age, condition, consistency, and overall health.

Many customers begin seeing noticeable improvements with their pup after consistent daily use over several weeks.

Since you've already started supporting [Pet Name]'s [Joint Health / Digestion / Dental Health], I'd hate for you to stop before giving the product a fair opportunity to work.

Trial Close

Based on what we've discussed, do you feel comfortable continuing with the product and giving this solution a try?

If Yes

Proceed to Cross-Sell and Upsell Process.

If No

Proceed to Gift Card.

Subscription Cancellation Save Flow

SAVE 1: Educate on the Value of Subscribe & Save

Agent:

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

If YES:

“That’s completely understandable.”

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

“That way, you have enough time to use what you already have without feeling overstocked.”

“Based on your current supply, we can move your next shipment to [DATE]. Would that work better for you?”

If customer accepts: Adjust the next shipment according to the approved Pup Labs subscription options and confirm the new shipment date.

If NO: “I just want to cancel the subscription.”

SAVE 2: Move the Next Shipment Date

Probe before presenting the save.

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

If the customer says they haven’t seen the expected results yet, acknowledge the concern and connect the response to the specific product.

Agent:

“Thank you for sharing that. I understand you were hoping to see more from [Product Name].”

“Every dog is different, and their experience with a product can vary. Following the recommended usage consistently gives you the best opportunity to evaluate how the product fits your dog’s routine.”

“Instead of having another shipment arrive while you’re still evaluating the product, we can move your next shipment to [DATE] (30, 60, 90 Days) and give you additional time with what you already have.”

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

Trainer Note: Do not promise results, guarantee an outcome, or provide an unsupported timeline. Use only approved Pup Labs product information when educating the customer.

If NO: “I still want to cancel.”

SAVE 3: Subscription Discount

Agent:

“I understand.”

“Before we cancel it completely, let me see if I can help make your subscription more manageable while keeping it flexible.”

“I can apply the approved [20% Discount], which would bring your next shipment to (Discounted Price). We can also adjust your next shipment date if you need more time.”

“Would that work better for you?”

If NO: “No, I just want to cancel.”

Process the Subscription Cancellation

Agent:

“Absolutely. I understand your decision. I’ll go ahead and take care of the subscription cancellation for you.”

Process the cancellation

Once completed:

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

Confirm only what is reflected in the system.

I completely understand that [Product Name] may not have been the right fit for [Pet Name].

Instead of losing the value of your purchase, I can issue a GIFT CARD for the [FULL AMOUNT] of your order.

You can use it toward any Pup Labs product that may better support your dog's specific needs.

***Explain complimentary products using the product matrix.

This allows you to keep the full value of your purchase while exploring another solution for your pup.

Trial Close

Would you like me to send the gift card to your email today?

If Yes

Proceed to Cross-Sell and Upsell Process.

If No

Proceed to 30% Refund.

I completely understand.

As a courtesy, I'd like to offer a 30% REFUND while allowing you to keep the product.

This reduces your overall investment while still giving your pup the opportunity to benefit from continued use.

There is nothing to return, and the refund will be sent back to your original payment method.

Trial Close

Would you like me to process the 30% refund for you today?

If Yes

Proceed to Cross-Sell and Upsell Process.

If No

Proceed to 50% Refund.

I appreciate your patience.

As a final courtesy, I can process a 50% REFUND - AND - YOU GET TO KEEP THE PRODUCTS.

There is no need to return anything, and you'll receive a significant portion of your purchase back while still having the opportunity to continue using the product.

Trial Close

How does that sound?

If Yes

Proceed to Cross-Sell and Upsell Process.

If No

Process cancellation or refund according to policy.

CROSS-SELL TRANSITION

Before we wrap up, based on what you've shared about [Pet Name], I do have another recommendation that may help support what you're working on.

Many pet parents find the best results when they support multiple areas of wellness together rather than focusing on just one concern.

OFFER THE BUNDLE

You mentioned that [Pet Name] is still experiencing [pain point].

Many customers in a similar situation choose our [Bundle Name] because it provides support in multiple areas that contribute to your dog's overall health and well-being.

Rather than focusing on just one concern, this bundle helps create a more complete wellness routine for your pup.

Many pet parents appreciate having a solution that supports their dog's overall quality of life while continuing to work toward their specific health goals.

CLOSE

Most customers choose either the 6-bundle option for long-term support or the 3-bundle option to get started.

Which would work better for you today, the 3-bundle option or the 2-bundle option?

If Yes

Proceed to Upsell

If No

Not a problem.

We can also start with 1 bundle so you can see how it works for [Pet Name].

Would you like to start with 1 bundle?

If Customer Purchases

Perfect!

Since consistency is one of the most important factors in seeing results, many customers choose our Subscribe & Save option.

You'll receive:

• locked in savings on every order

• Automatic deliveries

• No need to worry about running out

Since you're purchasing the [6-bundle / 3-bundle / 1-bundle] option, I can match the delivery schedule to that quantity.

Would you like me to set that up for you today and lock in the additional savings?

Thank you for being a valued Pup Labs customer.

We truly appreciate the opportunity to support your dog's health and wellness.

If you ever have questions about your products, future orders, or your pup's health goals, we're always here to help.

My name is [Agent Name], and it was my pleasure assisting you today.

Give [Pet Name] some extra belly rubs from us, and have a wonderful day!