Embedded Files
ADMIN
ADMIN
OTP
OTP
SUB
SUB
Disposition: ADMIN: Adverse Reaction / Medical / Dr.
Definition: Customer reports adverse reaction or doctor instruction.
When to use: Any health concern or doctor directive.
Example: “My doctor said stop taking this.”
Brand: Group of Brands, UpWellness, RespiClear
Disposition: OTP: Inbound New Order
Definition: Customer initiates a new one-time purchase.
When to use: Customer calls specifically to place an order without prompting.
Example: “I want to buy 3 bottles of Vaso Calm.”
Brand: Group of Brands, UpWellness, RespiClear
Disposition: SUB: Inbound New Subscription
Definition: Customer initiates a new subscription.
When to use: Customer requests recurring delivery.
Example: “I’d like this shipped every 3 months automatically.”
Brand: Group of Brands, UpWellness, RespiClear
Disposition: ADMIN: Blocked Customer List / High Risk
Definition: Customer is marked as high risk or fraudulent.
When to use: Fraud alerts, repeated chargebacks, risk flags.
Example: Customer with multiple disputes.
Brand: Group of Brands, UpWellness, RespiClear
Disposition: OTP: New Order - CX Initiated Marketing Promo
Definition: One-time purchase driven by a promotion the customer referenced.
When to use: Customer mentions an email, ad, or campaign and completes the purchase.
Example: “I saw 20% off the bundle, is it still available?”
Brand: Group of Brands, UpWellness, RespiClear
Disposition: SUB: Existing Subscription, Supplemental Order
Definition: Agent closes a one-time purchase tied to a marketing promotion for a customer with an existing subscription.
When to use: Customer with an active subscription initiates or references a promo and completes an additional purchase.
Example: “I saw 20% off the bundle, is it still available?” then places an additional order.
Brand: Group of Brands, UpWellness, RespiClear
Disposition: ADMIN: Callback to Process Order
Definition: Customer needs a callback to complete the order.
When to use: Customer requests to finish later.
Example: “Call me when I grab my card.”
Brand: Group of Brands, UpWellness, RespiClear
Disposition: OTP: New Order - CX Initiated Marketing Promo
Definition: One-time purchase driven by a promotion the customer referenced.
When to use: Customer mentions an email, ad, or campaign and completes the purchase.
Example: “I saw 20% off the bundle, is it still available?”
Brand: Group of Brands, UpWellness, RespiClear
Disposition: SUB: Upsell Increase Quantity/Frequency
Definition: Agent increases subscription quantity or delivery frequency.
When to use: Expanding recurring order value during a support or save interaction.
Example: Customer upgrades from 1 bottle to 2 bottles every 3 months.
Brand: Group of Brands, UpWellness, RespiClear
Disposition: ADMIN: Call Was Disconnected
Definition: Call dropped unexpectedly.
When to use: Technical drop before resolution.
Example: Line cuts mid-call.
Brand: Group of Brands, UpWellness, RespiClear
Disposition: OTP: New Order - Black Friday / Cyber Monday Promo
Definition: One-time purchase using Black Friday or Cyber Monday promotion.
When to use: Order is completed specifically under these seasonal promos.
Example: Colima Sea Salt for $37.
Brand: Group of Brands, UpWellness, RespiClear
Disposition: SUB: Cross-Sell Additional Subscription Product
Definition: Agent adds a new recurring product to an existing subscription.
When to use: Customer retains current subscription and adds another product to future shipments.
Example: Customer keeps Vaso Calm and adds PrimeBiome to subscription.
Brand: Group of Brands, UpWellness, RespiClear
Disposition: ADMIN: Do Not Call (DNC) Request
Definition: Customer requests no more outbound calls.
When to use: Explicit request to stop calls.
Example: “Please don’t call me again.”
Brand: Group of Brands, UpWellness, RespiClear
Disposition: OTP: New Order - Marketing Promo
Definition: One-time purchase driven by an active promotion introduced or reinforced by the agent.
When to use: Customer references a promo or agent uses a campaign to close the sale.
Example: Agent offers 20% off bundle and customer agrees.
Brand: Group of Brands, UpWellness, RespiClear
Disposition: SUB: Convert OTP to Subscription
Definition: One-time purchase converted into a subscription.
When to use: Customer agrees to transition from one-time purchase to recurring billing.
Example: OTP converted into a subscription during the call.
Brand: Group of Brands, UpWellness, RespiClear
Disposition: ADMIN: Escalation - BBB, Bank Dispute/Chargeback Threat, Negative Reviews
Definition: Customer threatens us and requires escalation to a Team Lead.
When to use: When a customer threatens to file a BBB complaint, bank dispute or chargeback, or leave a negative review.
Example: Customer says they will dispute the charge with their bank.
Brand: Group of Brands, UpWellness, RespiClear
Disposition: OTP: Upsell Additional Quantity/Bundle
Definition: Agent increases quantity or upgrades bundle within the same product.
When to use: Expanding order value within the same product family.
Example: Customer upgrades from 1 bottle to a 3-bottle bundle.
Brand: Group of Brands, UpWellness, RespiClear
Disposition: SUB: Cross-sold OTP to Subscription w/ One-Time 10% Discount
Definition: Customer starts a new subscription with a one-time 10% discount incentive.
When to use: Upsell conversion from OTP to subscription with incentive.
Example: Customer accepts 10% discount and enrolls in subscription.
Brand: Group of Brands, UpWellness, RespiClear
Disposition: ADMIN: Ghost Call
Definition: Blank or automated spam call.
When to use: Silence or telemarketing pattern.
Example: No one speaks on pickup.
Brand: Group of Brands, UpWellness, RespiClear
Disposition: OTP: Cross-Sell Additional Product
Definition: Agent adds a different product to the order.
When to use: Selling an additional SKU during the interaction.
Example: Customer calls about Vaso Calm and adds Mesa Cookware.
Brand: Group of Brands, UpWellness, RespiClear
Disposition: SUB: Social Media Lead
Definition: Successful subscription driven by social media endorsement.
When to use: Subscription originates from social media influence or campaign.
Example: Customer subscribes after seeing a social media promotion.
Brand: Group of Brands, UpWellness, RespiClear
Disposition: ADMIN: Inquiry: Billing, Shipping, Status, Product
Definition: Any general inquiry related to billing, shipping, order status, or product.
When to use: Questions about charges, delivery, updates, or product details.
Example: “Why was I charged twice?”
Brand: Group of Brands, UpWellness, RespiClear
Disposition: OTP: Upsell Mesa Cookware
Definition: Customer adds Mesa Cookware to an existing order.
When to use: When the customer wants to add Mesa Cookware on top of an existing AJK order.
Example: “I would like to add a Mesa Cookware to my order.”
Brand: Group of Brands, UpWellness, RespiClear
Disposition: SUB: Saved Subscription, Saved Order 100% by Educating
Definition: Both subscription and order are retained through education only.
When to use: When the explanation resolves concerns and preserves both revenue streams.
Example: Customer stays after understanding product value.
Brand: Group of Brands, UpWellness, RespiClear
Disposition: ADMIN: Instructed on Refund Process
Definition: Agent provided steps to submit a refund request.
When to use: Customer needs instructions and no refund is processed during the call.
Example: “Email this form to request a refund.”
Brand: Group of Brands, UpWellness, RespiClear
Disposition: OTP: Social Media Lead
Definition: Successful one-time purchase driven by social media endorsement.
When to use: Order originates from social media influence or campaign.
Example: Customer places an order after seeing a social media ad or post.
Brand: Group of Brands, UpWellness, RespiClear
Disposition: SUB: Saved Subscription, Saved Order 100% by Extending Ship Date
Definition: Both subscription and order are retained by extending the ship date.
When to use: Customer has excess product and needs delayed delivery, not exceeding 90 days.
Example: Ship date adjusted because customer has too much product.
Brand: Group of Brands, UpWellness, RespiClear
Disposition: ADMIN: Internal Escalation (Refund Validation, Tech Issues, Supervisor Callback)
Definition: Case must be escalated internally.
When to use: Tech limitations, refund validation, or supervisor review required.
Example: “This requires supervisor approval.”
Brand: Group of Brands, UpWellness, RespiClear
Disposition: OTP: Saved 100% by Educating
Definition: Order fully retained through education only.
When to use: Customer concern is resolved with explanation, no incentives needed.
Example: Educated on ingredients and customer decides to keep the order.
Brand: Group of Brands, UpWellness, RespiClear
Disposition: SUB: Saved Subscription, Saved Order 100% with GC
Definition: Both subscription and order are retained using a gift card incentive.
When to use: Gift card successfully resolves hesitation while maintaining both revenue streams.
Example: Gift card offered and customer keeps both subscription and order.
Brand: Group of Brands, UpWellness, RespiClear
Disposition: ADMIN: Invalid Call
Definition: Wrong number or irrelevant call.
When to use: Customer did not intend to reach support.
Example: “I was trying to reach Amazon.”
Brand: Group of Brands, UpWellness, RespiClear
Disposition: OTP: Saved 100% with Gift Card
Definition: Order retained using a gift card incentive.
When to use: Refund is not ideal and gift card successfully resolves concern.
Example: “Here’s a $20 gift card to keep the order.”
Brand: Group of Brands, UpWellness, RespiClear
Disposition: SUB: Saved Sub, Future Order 20% Discount
Definition: Subscription is retained with a 20% discount applied to future recurring orders.
When to use: After failed education attempt during a cancellation request.
Example: Customer keeps subscription with 20% discount applied to future shipments.
Brand: Group of Brands, UpWellness, RespiClear
Disposition: ADMIN: Payment Declined
Definition: Payment attempt failed.
When to use: Declines due to insufficient funds or bank restrictions.
Example: “Your card was declined.”
Brand: Group of Brands, UpWellness, RespiClear
Disposition: OTP: Saved 100% by Educating Outside MBG
Definition: Order retained through education outside the money-back guarantee window.
When to use: Customer is outside MBG but remains open to explanation.
Example: “I’ll keep it — thanks for explaining.”
Brand: Group of Brands, UpWellness, RespiClear
Disposition: SUB: Saved Subscription; Recent Order 100% Refund
Definition: Subscription is retained by refunding 100% of the most recent order.
When to use: Customer wants a refund for the latest order but is willing to continue future shipments.
Example: Customer keeps subscription but receives full refund for recent order.
Brand: Group of Brands, UpWellness, RespiClear
Disposition: ADMIN: Peer Transfer
Definition: Customer requested to be transferred to another agent.
When to use: Customer asks for a specific agent or mentions prior interaction.
Example: “Can you transfer me to (Agent Name)?”
Brand: Group of Brands, UpWellness, RespiClear
Disposition: OTP: Saved 100% with Gift Card Outside MBG
Definition: Order retained using a gift card outside the MBG window.
When to use: Customer is outside MBG but still persuadable with incentive.
Example: $20 gift card offered and accepted.
Brand: Group of Brands, UpWellness, RespiClear
Disposition: SUB: Saved Subscription; Saved Order w/ 30% Refund
Definition: Both subscription and order are retained using a 30% refund incentive.
When to use: Dual save scenario with moderate incentive.
Example: Customer keeps both subscription and order with 30% refund.
Brand: Group of Brands, UpWellness, RespiClear
Disposition: VM: Not Reached
Definition: Customer was not reached during call attempt.
When to use: Call goes to voicemail or no answer.
Example: Left voicemail, no response from customer.
Brand: Group of Brands, UpWellness, RespiClear
Disposition: OTP: Saved 70% with 30% Refund
Definition: Order retained with a 30% refund incentive.
When to use: First level incentive in the save-the-sale ladder.
Example: “I can keep it for 30% back.”
Brand: Group of Brands, UpWellness, RespiClear
Disposition: SUB: Saved Subscription; Saved Order w/ 50% Refund
Definition: Both subscription and order are retained using a 50% refund incentive.
When to use: Higher incentive required for dual retention.
Example: Customer keeps both with a 50% refund.
Brand: Group of Brands, UpWellness, RespiClear
Disposition: Outbound: Attempt to Save
Definition: Outbound call made to retain customer or prevent cancellation.
When to use: Proactive retention effort initiated by agent.
Example: Agent calls customer to prevent cancellation or refund.
Brand: Group of Brands, UpWellness, RespiClear
Disposition: OTP: Saved 50% with 50% Refund
Definition: Order retained with a 50% refund incentive.
When to use: Higher incentive required to retain the order.
Example: “Okay, I’ll stay for 50% back.”
Brand: Group of Brands, UpWellness, RespiClear
Disposition: SUB: Refund Recent Order 100%
Definition: Subscription was previously cancelled and the recent order is fully refunded.
When to use: Customer declines all save attempts and requests a full refund for the recent order.
Example: Full refund issued after failed retention attempts.
Brand: Group of Brands, UpWellness, RespiClear
Disposition: OTP: Saved 70% with 30% Refund Outside MBG
Definition: 30% refund used to retain order outside the MBG window.
When to use: Customer is outside MBG but accepts partial refund.
Example: “I’ll keep it if I get 30% back.”
Brand: Group of Brands, UpWellness, RespiClear
Disposition: SUB: Shipping Refund
Definition: Only shipping fee is refunded for a subscription order.
When to use: Customer is dissatisfied with shipping but keeps the order.
Example: Refunded $8.95 shipping.
Brand: Group of Brands, UpWellness, RespiClear
Disposition: OTP: Saved 50% with 50% Refund Outside MBG
Definition: 50% refund used to retain order outside the MBG window.
When to use: Higher-value incentive needed outside MBG.
Example: “50% refund works for me.”
Brand: Group of Brands, UpWellness, RespiClear
Disposition: SUB: Refund 30%, Saved Recent Order 70%
Definition: Subscription was previously cancelled, but the recent order is partially saved with a 30% refund.
When to use: Customer declines gift card and accepts partial refund to keep the order.
Example: Saved recent order with 30% refund applied.
Brand: Group of Brands, UpWellness, RespiClear
Disposition: OTP: Shipping Refund
Definition: Only shipping fee is refunded.
When to use: Customer is dissatisfied with shipping but wants to keep the order.
Example: Refunded $8.95 shipping.
Brand: Group of Brands, UpWellness, RespiClear
Disposition: SUB: Saved Recent Order by 100% Educating
Definition: Subscription was previously cancelled, but the recent order is fully saved through education.
When to use: Customer requests a refund but is convinced to keep the order through explanation alone.
Example: Customer changes mind after education and keeps the order.
Brand: Group of Brands, UpWellness, RespiClear
Disposition: OTP: Refunded 100%
Definition: Full refund processed.
When to use: Within MBG or leadership-approved cases.
Example: “I refunded the full amount.”
Brand: Group of Brands, UpWellness, RespiClear
Disposition: SUB: Saved Recent Order by 100% Gift Card
Definition: Subscription was previously cancelled, but the recent order is fully saved using a gift card incentive.
When to use: Customer requests a refund and accepts a gift card instead.
Example: Gift card offered and customer keeps the order.
Brand: Group of Brands, UpWellness, RespiClear
Disposition: OTP: Refunded 100% Outside MBG
Definition: Full refund approved outside the MBG window.
When to use: Leadership-approved exception cases.
Example: “We refunded you fully even though MBG expired.”
Brand: Group of Brands, UpWellness, RespiClear
Disposition: SUB: Refund 50%, Saved Recent Order 50%
Definition: Subscription was previously cancelled, and the recent order is partially saved with a 50% refund.
When to use: Customer declines lower incentives and accepts a higher partial refund.
Example: 50% refund issued and customer keeps the remaining order value.
Brand: Group of Brands, UpWellness, RespiClear
Disposition: SUB: Cancelled Future Sub Billing
Definition: Future subscription billing is stopped.
When to use: Customer wants to stop future charges but keep current product.
Example: Subscription paused, no future shipments scheduled.
Brand: Group of Brands, UpWellness, RespiClear
Disposition: SUB: Cancelled Future, Refunded Prior Sub Charge
Definition: Future billing is stopped and the most recent charge is refunded.
When to use: Customer was recently charged and wants both refund and cancellation.
Example: Last charge refunded and subscription turned off.
Brand: Group of Brands, UpWellness, RespiClear
Disposition: SUB: Sub Cancelled, Order Saved 100% by Educating
Definition: Subscription is cancelled but the order is retained through education.
When to use: Customer insists on canceling subscription but agrees to keep the product.
Example: Customer cancels sub but keeps the order after explanation.
Brand: Group of Brands, UpWellness, RespiClear
Disposition: SUB: Sub Cancelled, Order Saved 100% w/ GC
Definition: Subscription is cancelled but the order is retained using a gift card.
When to use: Customer cancels subscription but accepts incentive to keep the order.
Example: Order saved with a gift card after subscription cancellation.
Brand: Group of Brands, UpWellness, RespiClear
Disposition: SUB: Cancelled, Order Saved 70% with 30% Refund
Definition: Subscription is cancelled but the order is partially retained with a 30% refund.
When to use: Customer agrees to keep the order with a partial refund after canceling subscription.
Example: “Okay, I’ll keep this one for 30% back.”
Brand: Group of Brands, UpWellness, RespiClear
Disposition: SUB: Cancelled, Order Saved 50% with 50% Refund
Definition: Subscription is cancelled but the order is partially retained with a 50% refund.
When to use: Higher incentive needed to retain the order after subscription cancellation.
Example: “Okay, 50% refund works.”
Brand: Group of Brands, UpWellness, RespiClear
Disposition: SUB: Subscription Declines - WINBACK
Definition: Subscription payment declined and requires recovery action.
When to use: Subscription fails due to payment issues and requires winback attempt.
Example: Attempt to recover subscription after declined payment.
Brand: Group of Brands, UpWellness, RespiClear
Disposition: VM: Not Reached
Definition: Customer was not reached during call attempt.
When to use: Call goes to voicemail or no answer.
Example: Left voicemail, no response from customer.
Brand: Group of Brands, UpWellness, RespiClear
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