Hello, my name is (agent name), calling you back from UpWellness 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 *

Hello, this is [Agent Name] calling from UpWellness Customer Support. I’m following up regarding your recent inquiry about your(name of the product) order.

Please give us a call back at (800) 876-2196 at your convenience so we can assist you.

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

“Thank you for calling UpWellness Customer Support — your partner in better health. This is (Agent Name). How can I help you today?”

Customer: “I want to cancel.”

“I can help with that. Let me just pull up your account so I can review your order and make sure we take the best next step for 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’m showing an order placed on (date) for (product) totaling (amount).

It was part of our Subscribe & Save program, which gives you a discount every shipment.”

Customer: “Yes, I want to cancel.”

Absolutely - I can help with that.  Before we proceed, may I ask – “How has (Name of the product) been working for you so far?”

[Allow customer to provide feedback without interruption]

“Thank you for sharing that — that really helps.”

     “You’re not alone — many customers reach out around this point because they haven’t felt the full results yet. (name of the product) is designed to support your health gradually, so most customers notice the best improvements after consistent use for several weeks as the body fully absorbs the benefits.”

Probing Questions (choose based on purchased product): 

What made you interested to try (name of product) 

How long were you able to take (name of product)  before deciding to cancel?

Were you taking it daily as directed?

What’s been the most challenging part of using it so far?

Subscription Cancellation/Refund Request:  Transition to Save Step 1 - Change Frequency 

One Time Purchase Refund Request:  Transition to Save Step 2 - Gift Card 

“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 UpWellness store credit for    $[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.]

“Are you feeling like you’re receiving too much (name of the product) at once?”

If customer say, Yes:

“That’s completely understandable.”

“The nice thing about Subscribe & Save is how flexible it is — you still keep your discount, and reschedule your next shipment after (date based on how much products they have) so everything lines up better with what you actually use.”

“That way, you get all the benefits without feeling overstocked.”

“Let me go ahead and set that up for you!”

No: I just want to cancel the subscription

[Moving the next shipment date]

Since (product name) works by supporting your body over time, early changes can be subtle. For many customers, the more noticeable improvements happen after consistent daily use, once the body has had enough time to fully respond.

That’s why I’d really recommend giving your body the full opportunity to respond before making a final decision. 

Would you be open to adjusting your next shipment instead of cancelling so you can continue your progress without interruption?

No: I just want to cancel the subscription

[Discount on Monthly Subscription] 

“I understand.”

“Before we cancel it completely, I’ll help you lower your monthly cost while keeping everything flexible!”

“I can apply for a 20% discount, which brings your monthly total down to $[discounted price], and we can still reschedule the next shipment!”

“Sound’s good?”

*** Do not proactively offer a refund unless the customer requests it.  Then, go through the save protocol  ***

[Upon processing the cancellation, pivot to the cross-sell.]

No: I just want a refund/return the product  

[Subscription: Cancel the subscription, do not offer the refund]

[One Time purchase or Refund & Cancellation: If decline on educate, then walk them down to the gift card]

No: It didn’t work the way I expected.

“Thank you for letting me know — I understand.”

Educate the customer!

One option a lot of customers choose in this situation is (Cross Sell 1).

Since (HERO Product) works on (main benefits), Dr JOSH actually recommends pairing it with (Cross Sell 1)  to help (Cross-Sell Reason).

[Gift Card offer - 50% of Refund Value]

“To help you continue without losing value from your original purchase, I can also add an UpWellness in store credit of $XX.XX to your account today. In this way, you can also try out our (Cross Sell 1)”

“You’ll keep the full value of your original purchase, continue supporting your progress, and still have flexibility to use the credit on future orders.”

“Do you want me to set that up for you today?”

Yes: “Great, I’ll process that for you now.”

No: I just want a refund 

[Gift Card offer - 100% of Refund Value]

“I completely understand.”

“Before we proceed, I do have one more option that allows you to keep the full value of your purchase.”

“I can place the entire amount as an UpWellness in store credit of $XX.XX on your account.”

“This way you don’t lose ANY value, and you can use the credit anytime toward (Cross Sell 1) or any other UpWellness product whenever you're ready.”

“Do you want me to set that up for you today?”

No: I just want a refund  [transition to next save step]

If customer says: Yes

Great! I’ll process that for you now.

While processing the credit, proceed with the cross sell 2 and 3. Highlight the 60days MBG.

“I understand. With supplements like (name of the product) the benefits usually come with steady, daily use rather than right away. That’s why most customers start noticing better results once they’ve had a little more time with it — and I’ll share a few tips to help you get the most from what you already have.”

“To make this easier for you, I’m applying for a 30% courtesy refund of $XX.XX — there’s nothing to return, and you keep the product.”

“This way you get to continue at a lower cost and see how it works for you.”

“I’ll go ahead and process that now.”

If Customer Says Yes

“Great, I’ll process the $XX.XX refund now. You’ll see it back on your original payment method within 7–10 business days.”

If Customer Says No

“That’s completely fair. Before we wrap up, may I share one last option with you?”

“I completely understand. As a final courtesy, I’m applying for a 50% refund of $XX.XX, and you’ll keep the (name of the product) — no return, no shipping, no hassle.”

“This way you still have the product on hand and get a large portion of your money back, so it doesn’t feel like a wasted purchase.”

“I’ll go ahead and take care of that for you now.”

If Yes

“Great. I’ll issue the $XX.XX refund now. You’ll see it on your card within 7–10 business days.”

Proceed to upsell offer —

If No

Thank you for taking the time to speak with me today. I completely understand, and I’ll go ahead and process your refund as requested.

Just a quick reminder — refunds cover the product cost only (excluding shipping) and will be returned to your original payment method. Processing typically takes 1–5 business days.

Before we wrap up, is there anything else I can assist you with today? We truly appreciate you giving UpWellness a try.

Just a quick heads-up—many customers choose the 3-bottles (name of the product) bundle so they can stay consistent and really see the benefits built over time. It gives you a full 60-day supply, which is ideal for (customer’s main concern).

It’s the same great formula — just a better value per bottle. That way you save more overall and don’t have to reorder as often. It’s also convenient if you want to stay consistent with your wellness routine, especially during busy periods, travel, or seasonal changes.”

“I can set you up with the 3-bottle bundle for $(price of the product), which covers you for the next couple of months. Would you like to go with that option?”

Customer said: No

“I understand the original product wasn’t the right fit. In situations like this, many customers have better results with (name of the product) since it helps support [key benefits tied to their concern].”

“Most people try a 3-bottle supply to give it time to work—about 6 to 8 weeks. Today, I can offer 20% off, bringing it to [discounted price], and it’s covered by our 60-day money-back guarantee.”

“We can do this as a subscription or a one-time order—whatever you prefer. Would you like me to set that up for you?

If Yes

“Perfect, I’ll set up the 3-bottle bundle at [discounted price] for you.”

If Declines / Wants Less

“No problem at all. If you’d rather start smaller, I can do one bottle at the same 20% discount, still with the full guarantee. Would you like to go with that?”

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!