Money Back Guarantee Policy:  When a Customer Requests a Refund

Purpose: Refund-handling guidance that prioritizes customer care while minimizing refund losses, controlling costs, and preventing chargebacks.

Save Protocol: When a customer is requesting a refund, utilize the save steps below. If unable to save, follow the standard MBG for each brand below.

Non-Eligible Refund Requests: Retail/Amazon/3rd Party →  only applies to direct site orders.

Save Walkdown - Phone

• Step 1:  Ask probing questions to determine the reason for requesting a refund

• Step 2:  Save by Educating: Acknowledge the reason, educate on product value

• Step 3:  Save with Store Credit

• Step 4:  Offer 30% Refund

• Step 5:  Offer a 50% Refund

Save Walkdown - Subscriptions

• Step 1:  Ask probing questions to determine the reason for requesting a refund 

• Step 2:  Save by Educating on the value of the subscription 

• Step 3:  If they still want to cancel the subscription, offer a 20% discount to keep it 

• Step 4:  If declined, process the cancellation  without offering refund

• Step 5:  If they want to cancel AND want a refund, follow refund protocol (gift card, 30%, 50%)

Save Walkdown - Email

• Upon receipt of refund request via email, use macro offering a site-specific gift card before offering the refund

• If gift card is declined, offer 50% refund  → If declined proceed to standard MBG rules (below)