Return/Refund Request

When customers request a refund or return for their order, we follow a retention-first approach. Instead of sending a return label right away, we use discovery questions to better understand the customer’s reason for refund/return. This allows us to offer flexible discount solutions so the customer can keep their products without the hassle of returning them.

🔑 Key Policy Reminder

Always check the order date first to confirm if it is still within the 90-Day Money Back Guarantee window.
Retention offers only apply (and should only be offered) to delivered orders.
Check if the customer has not already accepted a retention offer for the same product within the past year.
Confirm that the order has not already been refunded.

🚫 Exceptions – Do NOT Offer Retention

In these cases, skip retention offers and proceed directly to refund/return resolution:

Medical Condition (Doctor-advised non-use or allergen concerns)
BBB Complaint
Legal Threat or Formal Complaint
Chargeback or Bank Dispute
Confirmed Fraud or Stolen Identity
Threat of Negative Public Review
Single-unit purchases
Adverse Event / Serious Adverse Event
No more unopened bottles

Exception Handling Process

Immediately issue a return label (do not go through discovery or retention).

For BBB Complaint and Legal Threat or Formal Complaint → Request to add a no CSAT tag on the ticket to CSM.
For Adverse Event / Serious Adverse Event → Follow the handling process here: Adverse Events Handling Process.
No more unopened bottles → Process refund for the amount of 1 bottle only and inform the customer that our Money Back Guarantee covers only the first bottle (a 30-day supply).

CUSTOMERS REQUESTED RETURNS BEFORE TRYING THE PRODUCT

When a customer requests a return or refund but indicates they have not tried the product yet, regardless of pack size we should encourage them to use the product first before processing any refund or retention offers. This ensures that customers fully experience the product benefits, while still protecting their eligibility under the 90-Day Money Back Guarantee (MBG).

Send the [Return] First Reply Macro - Refund/Return Request (Product Delivered, Not Tried Yet) macro.
If the customer responds insisting they still want to return send the [Return] Pushback Macro - Return/Refund Request (Product Delivered, Not Tried Yet) macro. For 1 pack orders proceed with processing the refund and do not ask to return.
If the customer replies again and still wants to return without trying: Send a personalized Freeverse Email.
- Purpose: Humanize the interaction, reiterate the importance of trying the product for at least 14 days to start seeing results, and highlight the 90-Day MBG Policy.
If after the Freeverse Email the customer continues to insist on returning Proceed with the Retention Process.

Important Note: Throughout this process, if the customer mentions an exception, proceed immediately with providing return instructions.

Use the [Return] Provided RMA / Return Label (US Orders) macro or [Return] Provided Return Instructions (International Orders) macro to provide return instructions depending on the customer's location.

CUSTOMER REACHES OUT REQUESTING REFUND OR RETURN

Scenario 1: Customer order is Outside Moneyback Guarantee period.

Resolution: Send the [Refund] Outside of Money-Back Guarantee Window macro explaining to the customer that their order falls outside our 90-day moneyback guarantee period from the date of purchase.

Scenario 2: Customer mentioned an Exception

Resolution: Provide Return Instructions.

Use the [Return] Provided RMA / Return Label (US Orders) macro or [Return] Provided Return Instructions (International Orders) macro to provide return instructions depending on the customer's location.

Scenario 3: Customer is within MBG and did not mention an Exception

Send discovery questions using the [Return] Return/Refund - Retention Discovery macro.
Use the Retention Helper app below to find appropriate Discovery Questions.

CUSTOMER RESPONDED TO DISCOVERY QUESTIONS

Scenario 1: Customer responds they no longer have unopened bottles

Resolution: Process refund for the amount of 1 bottle only and inform them that our MBG covers only the first bottle (a 30-day supply).

Scenario 2: Customer responded and provided number of unopened bottles

Resolution: Send Offer 1

Use the [Return] Return/Refund - Retention Offer 1 macro. Offer 50% refund on the unopened bottles that they are returning.
For 3-pack orders: Always apply the 50% refund offer on the entire order, if the customer only has 1 Unopened bottle.
Free coaching call offer only applies to the following products: Akka, Elimipure, Emma and Keto Activate.
Use the Retention Helper app below to find appropriate Overcoming Objections.

Scenario 3: Customer responds and mentioned an Exception

Resolution: Provide Return Instructions.

Use the [Return] Provided RMA / Return Label (US Orders) macro or [Return] Provided Return Instructions (International Orders) macro to provide return instructions depending on the customer's location.

Scenario 4: Customer responded but did not provided number of unopened bottles

Resolution: Send Offer 1

Use the [Return] Return/Refund - Retention Offer 1 macro. Offer 50% refund on the unopened bottles that they are returning.
- Add the [Snippet] Unopened Bottles Clarification to the macro.
Free coaching call offer only applies to the following products: Akka, Elimipure, Emma and Keto Activate.

Unresponsive to the Discovery Questions

If the ticket reopens and there's no response from the customer proceed based on the below:

Unopened Bottles Given: Proceed with sending the [Return] Return/Refund - Retention Offer 1[ macro.
Unopened Bottles Not Provided: follow the process same with Scenario 4.
- Use the [Return] Return/Refund - Retention Offer 1 macro. Offer 50% refund on the unopened bottles that they are returning.
  - Add the [Snippet] Unopened Bottles Clarification to the macro.
- Free coaching call offer only applies to the following products: Akka, Elimipure, Emma and Keto Activate.

Retention Offer Calculator

Handling Customer Responses After Providing Offer 1

Scenario 1: Customer accepted the offer.

Process the 50% refund and send the Refund::Accepted Retention Offer macro.
Only include the coaching call link if the product that the customer ordered is included on the offer.

Scenario 2: Customer declines and did not mention an Exception.

Resolution: Send Offer 2

Use the [Return] Return/Refund - Retention Offer 2 macro.
We will re-offer the 50% discount and free coaching call (if applicable) and add 1 month access to Helix Bootcamp to the offer.

Scenario 3: Customer declines and mentioned an Exception

Resolution: Provide Return Instructions.

For customers in the United States.

Generate return label in Shopify.
Send the [Return] Rejected/Declined Retention Offer (US Customer) macro. Don't forget to attach the return label to the email.

For customers outside the United States.

Send the [Return] Rejected/Declined Retention Offer (International Customer) macro.
Let them know that they will need to arrange return shipping at their own cost.
Return address: Konscious All Brands, 285 NORTHEAST AVE, TALLMADGE, OH 44278-1431.
We will process their refund once the return is received and verified.

Unresponsive to Offer 1

If the ticket reopens and there's no response from the customer proceed with sending [Return] Return/Refund - Retention Offer 2 macro.

Handling Customer Responses After Providing Offer 2

Scenario 1: Customer accepted the offer.

Process the 50% refund and send the Refund::Accepted Retention Offer macro.
Only include the coaching call link if the product that the customer ordered is included on the offer.
Create Helix Bootcamp account in Samcart for the customer.

Scenario 2: Customer declines and did not mention an Exception.

Resolution: Provide Return Instructions

For customers in the United States.
1. Generate return label in Shopify.
2. Send the [Return] Rejected/Declined Retention Offer (US Customer) macro. Don't forget to attach the return label to the email.
For customers outside the United States.
1. Send the [Return] Rejected/Declined Retention Offer (International Customer) macro.
2. Let them know that they will need to arrange return shipping at their own cost.
3. Return address: Konscious All Brands, 285 NORTHEAST AVE, TALLMADGE, OH 44278-1431.
4. We will process their refund once the return is received and verified.

Unresponsive to Offer 2

If the ticket reopens and there's no response from the customer send the [Return] Unresponsive Closing Macro and close their ticket.

Return / Refund Request Flowchart

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