Step 1: Initial Retention Attempt (Email Team)

Action:
Send a retention email offering:

• Offer 20% discount and  move shipment to 3 months

After sending:

1. Snooze ticket for 2 hours

2. After 2 hours if customer did not respond 

• Move shipment to 3 months (temporary hold)

• Snooze ticket for 24 hours

• Endorse to Phone Team

• Document all endorsed tickets, email hand over tracker & internal notes

Ticket Annotation - Email

Number ID:
Name:
Number:
IC Ticket#:
Issue summary: Subscription Cancellation

Step 2: Phone Team Endorsement

Process Updates

• ❌ Phone handover tracker is no longer required

• ✅ Phone Team must:

  • Update the IC ticket after the call

  • Notify Email Team via GC tagging with call update

  • Document and put internal notes on the email itself

Ticket Annotation - Phone

• Name:

• Number:

• IC Ticket #:

• Callback Summary: Called the customer back

• Callback Attempts: 1 (or more as applicable)

Note: Annotation must send to GC.

⚠️ Important Rule:

Cancellation/refund requests must NOT be processed without email confirmation or customer's instructions

Email Team Responsibilities

• Follow up on assigned tickets

• Coordinate with Phone Team if needed

Phone Team Responsibilities

• Phone team, if the customer said they wanted to proceed with the cancellation, you have to advise them to reply to the Email we sent to confirm it for documentation purposes.

If Customer Is Not Reached

• Email Team will snooze ticket for 24 hours

Step 3: If no response after 24 hours

If the customer does not respond

1. Close ticket as:
   “Did Not Respond – Skip Auto-Cancel”

If ticket reopens after 24 hours:

• Assist accordingly 

Exemptions (Immediate Processing Allowed)

Proceed (immediately) with cancellation/refund if:

• Adverse reaction

• Deceased customer

• Customer moved US (outside the US)

• Doctor’s advice

• Threats (e.g., chargeback, legal/reputation risk)