ClickBank

Handling ClickBank (CB) Orders

Overview

Konscious Keto is now receiving ClickBank (CB) orders. Unlike Shopify/Samcart orders, the handling process for CB is slightly different. For CB orders, our team can only process refunds — all other transactions (order placement, billing, etc.) are managed by ClickBank. This document highlights the standard process to ensure consistent handling of CB orders and refunds.

Key Points to Remember

Customers with CB orders are redirected to ClickBank support.
CB Support will let them know that they (the customer) should reach out to Konscious (us).
Once ClickBank verifies and forwards the request to us, we follow our standard policies (verification, retention, and/or return initiation).
Refunds for CB orders are completed only through ClickBank by the Training Manager.

Step-by-Step Process for CB Refunds

Identify the Order Source

Confirm if the customer’s order came from ClickBank (CB).
Check using the customer’s email and order details.

Apply Standard Policies

Follow standard Konscious Keto return/refund policies:
- Verify order eligibility
- Provide troubleshooting/product education if applicable.
- If eligible, provide the return label to the customer.

Escalate for Refund Processing

Once the return label has been provided, escalate to the ClickBank POC (Rain).

The POC will:

- Track the returned order until it reaches the warehouse.
- Process the refund via ClickBank.

Refund Completion

Once confirmed, the refund will be issued directly through ClickBank’s system.
Customers will receive a confirmation from ClickBank once the refund is processed.

Agent Responsibilities

Accurately confirm whether the order is CB or Shopify/Samcart.
Ensure all policies are followed before escalating.
Provide the customer with clear communication regarding next steps and timelines.
Escalate only after the return label is sent.

ClickBank POC Responsibilities

Monitor and track returned CB orders.
Process refunds in the ClickBank platform.
Confirm with the warehouse before issuing refunds.
Ensure the refund is finalized and notify the customer if needed.

Summary

For CB orders, agents follow the same policies as Shopify/Samcart orders up to the return stage. After issuing the return label, the case is escalated to the ClickBank POC, who will process the refund through ClickBank.

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