We will be adding LAWYER and CONSUMER AFFAIRS on the refund waiver effective today. Thanks!

for SAME DAY CHARGES (s&h fee / rebill) we just process cancellation. We do not refund UNLESS serious threat is present (BBB/ AG/ FTC/ LAWYER)

[This is for ALL campaigns EXCEPT ZX, Trendy hill, and storm]

Reminder for OTP cancellation.. there should be NO SPACE (OTP1 / OTP3) since these are system codes, the system will not recognize it if it is altered as per client. Thanks!

Hi Team, same with JVH New, we need to do the same drill for all campaigns aside from Storm, Trendy Hills, and ZX. We have to strictly implement partial refund unless there is a serious VT such as Lawyer, AG, BBB and FTC. This is for strict compliance.

1. How do customers make a purchase? Is it (1) a purchase for the app itself or (2) does the app come bundled with any Nutraceutical products they buy?

• Yes bought alongside some products. We won’t know which, we only service the app. Exact same as synergy.

2. What process do we follow for account verification?

• Normal process. Primary (Phone number, email) Secondary (First/Last Name, Zip Code, First6/Last4 of the card)

3. Is there a time frame for refunds or refund cheques?

• Normal time frame (7-10 business days for the refund)

4. Do we encounter any customers who give out verbal threats and if so, would there be exceptions on handling VTs?

• This account we help all customers. If VT give refund as per normal process (Same rules for VT apply)

5. Would customers have an option to cancel during the trial period? If so, how is the cancellation done within CRM?

• in-trial cancellations has to be documented on the My Fit Vault sheet and processed by Mash through My Fit Secure Vault

6. We've observed an option to Reactivate cancelled orders, is this an offer provided to customers?

• NO

7. Based on the implementation sheet, we have options of:

50% Discount/Refund - would this mean we offer a 50% LTD as a retention option?

7-14 days Trial Extension - is this offer available to customers and if so, how is this processed in the CRM?

• Yes we have 1 offer. 50% refund or LTD. If not, we just cancel. no trial extensions for now

8. It's also stated on the implementation sheet that the trial period is for 30 days, though based on the accounts we've observed, the charge for the monthly subscription occurs less than 30 days after the initial order. What would be the appropriate explanation for this scenario?

• trial period varies depending on the client. no way for us to know until they get charged the rebill

9. Since there would be no retention offers within the call and the priority is to cancel, what guidelines in terms of QA scoring should be followed?

• That's up to QA. You explain the offer and how we want it handled and up to them how they go about tracking that etc. Or making any changed to the QA sheet

We can now update CC info on customer's account when requested by customer under these campaigns:

• Maverick

• Storm

• JVH NEW

• HELIX

• ZX KK & stickyio

• Synergy

All you need to do is collect billing info and send to any available POC's. Thank you

What we are going to do moving forward if we encountered repeat caller for ZX asking for assistance about the app, we will assist them as usual and change the campaign name in Xencall to SYNERGY so we can bill that campaign.

for K2L campaign:

1. How do we process cancellation in KNK?

Should we use the KNK codes (OTP/OTP1/OTP2) OR cancel through OID?

• Use KNK Codes

2. Do they offer free bottle?

• Yes - it should be there

3. Clarification on the product because on the implementation sheet the product is "Youthful skin labs" but on the campaign info sheet it's "Kickstart keto"

• there are 2 campaigns, kickstart keto and youthful skin labs

Guys we need to bring down the amount of 60% offers for JVH

really push those lower amounts and free bottles

Update for ZX: Pls tell agents to be more lenient on refunds. Client needs to avoid any more charge backs.

Please take note that the ONLY acceptable for full refund for JVH is SERIOUS VT such as :

BBB / AG / FTC / LAWYER

Multiple VT- ONLY if customer mentions different VTs (example: lawyer and bank)

for multiple VT where customer would mention the SAME VT REPEATEDLY then we still hold firm with 20% and 40%. For strict compliance.

New refund hierarchy offer for JVH: 20% - 40% - 60%

Helix has enabled free bottle again team.

Used for retention purposes mainly

Only if we get a picture we can reship damaged product. Only skin is enabled, the others will be next week.

Helix Update - If customer has CB on it. WE DO NOT offer any type of refund. We can tell the customer this:

When they file for CB , the bank automatically takes the money from our account and holds it until the CB case is won or loss. It takes 90 days for the bank to return the money to us if the customer loses the dispute. So they can call us back in 90 days and we can try to help them. Otherwise nothing we can do.

This is only for CB with VT of AG/FTC/BBB. Otherwise if they CB we cannot help them.

New hierarchy offer for ZX: 25% - 50% - 75%

Hi team, there will be an update on our refund waiver. We are removing YELLOW MID from the refund waiver. Please refrain from adding the refund details on the waiver just because the account has a YELLOW MID status.

From today, you won't be seeing it on the refund waiver anymore and you should not manually enter it on the sheet.

Please note that the following are the only refund reasons that will be included on our refund waiver;

• VT BBB

• VT AG

• CA Customer

• Multiple VT

• RED MID

• Agent Error / System Error

For CHARGEBACK accounts, if customer mention VT-BBB/AG and INSIST on getting a refund, we MAY process a refund provided that the bank has NOT YET reversed the charge (account was just flagged for chargeback).

The first thing we need to do is explain to the customer that they filed a dispute with the bank and to follow up with them (current process that we are doing now) but if a customer continues to fight it with VT (BBB/AG/FTC/MULTIPLE VT) then we can go ahead and refund it.

if the account only says "flagged for chargeback" we CAN refund if customer insisted and mentions VT.

BUT if there is an indication that the amount was already reversed by the bank then we can NO longer process refund even if customer mentions VT.

Based on our previous Calibration with Colin, Clients wants us to decipher which are ACTUAL threats versus an INFORMATIVE statement. So contrary to the previous announcement, NOT ALL trigger words shall be considered a verbal threat. These are the most common verbiage heard from customers which you can use as a guide. Just keep in mind:

Actual threats - denotes an action being done or will be acted upon by the customer.

Informative statements - general statements but no definite action required or taken by the customer

Their newest version of the offer is.

$0 for everything on day 1

Full price billed on Rebill 1 then there after.

So all initial price points will be $0 , don't be alarmed. So its really like a free free trial, don't pay for shipping

Helix free bottles

1 - For any damaged product - we ask for client to email in a picture and we can reship once we get it.

2 - For all other shipping related we DO NOT go head and issue free bottles. Look at tracking number, provide it to customer and have them call their local post office for it. If nothing escalate to me and ill review it with client.

3 - They are turning free bottle campaigns back on. Used only for save sales / save on refunds. Normal application.

If the call you receive shows on Xencall as

ZX Group = then the acct is on KK

ZX Management = the acct is on Sticky.

This way it would be easier for you to pull up the acct as Xencall would already give you the indication.

The information on the CIS will remain as is because the APP is still considered S2 (it's just that we DO NOT handle the APP). The Campaign information sheet should reflect exactly what the client wants.

To avoid confusion, please NOTE of the following changes on KK cancellation: (effective immediately)

OTP/ OTP 1/ OTP 3

STORM KK .. No S&H fee

Scenario: Customer placed an order today , so product should be send to the customer with in 3-5 business days

customer will be rebilled on the 14th day for the full price amount

Customer TS will start from the date they placed the order and will be billed for the full price amount on the 14th day

Hey team moving forward ZX would like us to offer Echeck instead of paper cheque along with Amazon GC. Paper cheque is only for emergency situations

If customer calls in about damaged product we MUST request a photo of the products to prove they are damaged and send to Colin or Mash to send to Helix for approval on reshipment

Hi Team, Update for ZX (formerly XY).

1. XY has been changed to ZX management. CIS is

already updated.

2. We have new product that will be launch today.

It's already added on CIS as well.

3. Same retention process and offers with other ZX

products.

*** If cust calls in regarding the new product, you can locate the acct on Konnektiv : ZX management group.

Important Updates for XY:

1. We do offer Amazon GC and paper cheques for refunds for closed mids with 7-10 business days TAT.

Note: Clients want us to offer more of the Amazon GC than paper cheques.

2. In case of defective product received or even customer not receiving the item, is it gonna be a sending a replacement or a refund?

- We can reship the product. Need to make sure address is correct first. We can refund also. Whatever customer wants

3. Do we update card information or payment methods?

- NO cannot update card details in CRM

4. Trial Period is 14 days (CIS is already updated)

5. The new price for S1 is now $138.90 and S2 is $129.90 (CIS is already updated)

6. For XY Gadget, s1 will only rebill once. S2 and S3 are on a monthly recurring basis. s2 for the app ,s3 for the mystery box

7. All XY offers for S2 is now the Popeye's app.

These e-cheques are to be cashed online - customer DOES NOT PRINT AND TAKE TO BANK. Just follow the instructions online and it will allow them to deposit directly into their bank account.

STORM rewards are SHUT DOWN so we DO NOT talk about the product, we just issue a FULL refund right away.

You may notice that the product name is NATURELY lean keto and gummies, the prices might be different but we handle the customers the same way. Clients are running two different price points.

Extreme chance gummies/keto rebranded to Naturally lean

Hierarchy for LTDs and Refunds have been updated

New Hierarchy: 30% - 50% - 65%

ACCOUNT NOTATION:

ALL campaigns. Effective immediately, STOP writing Subscription, Sub, Continuity, Travel Package, or similar terms in your notes. Simply State “CANCEL ORDER” instead. For everyone's strict compliance.

ACCOUNT NOTATION:

ALL campaigns. Effective immediately, STOP writing Subscription, Sub, Continuity, Travel Package, or similar terms in your notes. Simply State “CANCEL ORDER” instead. For everyone's strict compliance.

SPANISH SPEAKING REP:

In the event, we encountered Spanish speaking cust / cust looking for Spanish speaking agent. Please advise cust that we will transfer them to a Spanish representative

One more thing. THIS IS ONLY FOR JVH NEW CUSTOMERS ONLY.

Synergy Gains

Handled: App

Name of App : Fitzoo

Fitzoo App is an application that you sign up through online , where you can take advantage of this once in a lifetime access and use for a month, without paying anything, since it is a promotion that we cater online, you are required to contact customer care 1 business day before the trial end to do some modification on the account and if u failed to do that , you will automatically enroll in a monthly subscription and will be charged $19.99 every month

Benefits:

Track your daily fityness activities

track your weight and other metrics

There's over 2,000exercises anad activities in that app

this will also acts as your personal traineer guiding and giving you motivation you need

Trial Extension Dates

Agent must do the following: Calculate the last day of the trial and then subtract 1 day. This is the date that should be provided to the cx.

1. What does your company do?

When agents receive a question like this they are to ensure that they provide the following answer:

"We are a 3rd party company that provides customer care/service for multiple brands"

• You should NEVER mention what types of products we sell, the names of our campaigns, clients, brands, etc.

• We must ALWAYS VERIFY the customer and their account before providing any account related information.

• If the customer does not want to provide account information details they can provide this script:

"Unfortunately, Mr./Ms. Customer we cannot provide any details for security purposes. In order for us to better assist you we really need you to provide your account information (Name,Phone Number, Email Address, OID, etc.)

For Convert Media>

1. On the previous update of the client they said that if the acct is on 3D Secure and Verbal Threat to Bank only, no refund should be given.Unless, Account is from CA or color coded account or has VT-BBB or AG

Question: What if No Verbal Threat at all but the customer is really upset, can agents start offering partial refunds?

Answer: Yes - super upset/angry customer is a reason to make an offer, if cust decline we can provide for full.

These gateways are *CLOSED* — please start sending out cheques for any refunds on these gateways:

• GID 29: NMI (F1 #1) Maverick S1 Cooper Media

• GID 30: NMI (F1 #2) Maverick S2 Cooper Media

• GID 31: NMI (F1 #3) Maverick S1 Ferrigno Media

• GID 32: NMI (F1 #4) Maverick S2 Ferrigno Media

• GID 33: NMI (F1 #5) Maverick S1 DPC Marketing

• GID 34: NMI (F1 #6) Maverick S2 DPC Marketing

- ALWAYS ASK CUST IF THERE'S ANYTHING ELSE WE CAN ASSIST BEFORE ENDING THE CALL.

- NO ACCT NOTATION

There is already a drop down for cancellation in HELIX StickyIO. Please click SELECT NOTE found on top of the NOTES field then click ORDER CANCELLATION. OTP will auto fill on NOTES field then click on SAVE. Afterwards simply click on SELECT NOTE to be able to enter your notation. SAME with JVH. Thanks

ALL PRODUCTS have 16 DAYS trial period.

Hierarchy for LTDs and Refunds have been updated

New Hierarchy: 30% - 50% - 65%