**UpWellness Customer Support

Standard Operating Procedure (SOP)**
Agent-Facing SOP
Effective: February 10, 2026

1.0 Your Role as an UpWellness Support Agent

As an UpWellness support agent, you represent the brand in a private but highly impactful environment. Every interaction directly affects customer trust, revenue, and brand credibility.

Unlike social media interactions, phone, email, and chat support often involve sensitive information, financial decisions, wellness concerns, and customer expectations. Your responses must consistently balance empathy, accuracy, professionalism, and revenue protection.

Your responsibilities include:

1.1 Representing the Brand

You must:

• Communicate in a calm, professional, and respectful tone

• Use brand-approved language

• Avoid personal opinions, emotional reactions, or assumptions

• Ensure every interaction reflects UpWellness’ commitment to wellness, quality, and customer care
  
  

1.2 Protecting Revenue

You must:

• Treat every refund or cancellation request as a retention opportunity
  
  

• Follow the Save Flow in order before processing refund

• Never offer refunds before attempting retention solutions

• Understand that preventing unnecessary refunds protects both the company and customer experience

1.3 Protecting Customer Trust

You must:

• Listen fully before responding
  
  

• Never interrupt customers

• Validate concerns before offering solution

• Never argue, debate, or blame customers
  
  

Customer trust always comes before transactions.

2.0 Core Product Positioning

All agents must position UpWellness products using approved wellness language.

Approved Brand Positioning Example:

“UpWellness products are designed to support long-term wellness, comfort, and overall health using natural, high-quality ingredients that fit easily into a daily routine.”

Do NOT:

• Make medical claims

• Guarantee results

• Diagnose or treat conditions

• Suggest products replace medical care
  
  

3.0 Call Compliance & Behavior Standards

3.1 Required Call Behaviors

Agents must:

• Smile through their voice

• Speak calmly and confidently

• Use empathy before solution

• Allow customers to finish speaking

• Never argue or debate

• Never provide medical advice
  
  

3.2 Recording Disclosure (FTC & QA Requirement)

Every call must include:

“This call is recorded for quality and training purposes.”

Failure to include this disclosure results in automatic QA failure

4.0 Call Openings

4.1 Outbound Calls

“Hello, this is (Agent Name) calling from UpWellness Customer Support. This call is recorded for quality and training purposes. I’m calling regarding your recent inquiry about ____. How can I assist you today?”

4.2 Inbound Calls

“Thank you for calling UpWellness — your partner in everyday wellness. This is (Agent Name) on a recorded line. How can I help you today?”

5.0 Customer Authentication

Before accessing or modifying any account, agents must verify:

• Full name

• Phone number

• Email address

• Shipping address
  
  

Never proceed without verification.

6.0 Discovery Requirement

If a customer requests cancellation, refund, or expresses dissatisfaction, discovery is mandatory.

Start with:

“Before we proceed, may I ask — how has the product been working for you so far?”

Allow the customer to speak fully.

Follow-up questions:

• What made you interested in trying UpWellness?

• How long have you been taking it?

• Were you taking it consistently?

• What has been the most challenging part?
  
  

Reinforcement statement:

“Many wellness supplements support gradual results over consistent use, so experiences can vary.”

No refund, credit, or discount may be offered before discovery.

7.0 Refund Eligibility Rules

Situation

Inside 30 days

Outside 30 days

Subscription cancellation

Adverse event or medical concern

What May Be Offered 

Full Save Flow

Store credit only

Cancel only (no refund unless policy applies)

Document, escalate, possible credit/refund

8.0 Save Flow (Must Be Followed in Order)

8.1 Step 1 — Subscription Adjustment or Discount

Offer:

• Delivery frequency change

• Pause or skip shipment

• 20% discount retention offer

• Up to 30% if needed
  
  

Refunds must NOT be offered first.

8.2 Step 2 — Store Credit

If the customer declines:

• Offer store credit instead of refund

• Emphasize flexibility and full value retention
  
  

8.3 Step 3 — Partial Refund (30%)

If store credit is declined:

“I can offer a 30% refund of $XX.XX and you may keep the product.”

8.4 Step 4 — Final Courtesy Refund (50%)

“As a final courtesy, I can offer a 50% refund of $XX.XX.”

Full refunds require proper approval and documentation.

9.0 Chargeback Prevention

If a customer mentions a chargeback:

“I completely understand. My goal is to resolve this for you directly so you don’t have to go through that process.”

Offer:

• Store credit equal to product value (excluding tax/shipping

• Resolution options within policy
  
  

Never argue or threaten.

10.0 Retention & Upsell

Agents should responsibly protect revenue through education and value positioning.

Examples:

• Bundle savings when appropriate

• Subscription savings explanation

• Cross-product suggestions based on wellness goals
  
  

Always position as supportive, not sales-driven.

11.0 Adverse Events & Doctor-Directed Discontinuation

Agents must NOT:

• Diagnose conditions

• Recommend stopping medication

• Provide medical advice
  
  

Agents must:

• Ask clarifying questions

• Document thoroughly

• Escalate to QA or supervisor

• Offer store credit or refund when appropriate
  
  

12.0 New Orders & Product Guidance

Agents must:

• Understand customer wellness goal

• Provide 1–2 approved product benefits

• Offer Subscribe & Save option first

• If declined → bundle options → single product option
  
  

Always educate before selling.

13.0 Call Closing

All calls must end with:

“Thank you for choosing UpWellness to support your wellness journey. My name is [Agent], and it’s been a pleasure assisting you today.”