Support Hours: 24/7
SLA (Service Level Agreement):
Tickets / Emails: Respond within 24 hours
Calls: Must be answered by the 3rd ring
Priority Handling:
Missed calls are considered high priority and must be followed up immediately.
Common Request Categories
Order Status inquiries
Refund Requests
Subscription Cancellations
Technical Issues
General Inquiries
Welcome Calls & Fraud Checks
Escalation
Escalation Examples
Potential refunds related to:
BBB (Better Business Bureau) complaints
Attorney General (AG) involvement
Honest Try Program:
Previously offered: Refund + $100 if customers signed up.
No longer active but still appears on marketing pages.
If mentioned, issue the refund.
Frequency: ~2 cases per week.
Phone Support
Expected Volume: ~600 calls/day
Email Support
Expected Volume: 45–60 emails/day
Managed under 3–5 different inboxes.
Primary Tools
KON (Konnektive): Used for entering sales and looking up customer records.
JetPack: For order processing and partial refund handling.
Fulfillment House Access:
Ships globally; issues may arise with customs.
No restricted country list.
Google Form for Fulfillment Escalation:
Other Platforms
ClickBank
Digistore24
Refund Window:
90 days → All products
60 days → Theyavue only
Chargebacks, BBB, or AG Threats:
Always process refunds proactively.
Call & Email Scripts
Always greet and close with the company name.
Brands Covered:
Phytage
Empower
Pinnacle Health
Theyavue
Restricted Topics & Disclosures
Do NOT provide health advice or cures.
Avoid making medical claims or guarantees.
We re-ship products as needed.
Always leave notes in KON for any re-shipment.
Ensure customers are aware of any tracking updates.
Partial Refund Options
Standard Range: 30% – 50%
Up to 65%: Allowed if:
Company error
Shipment delay
Always note these cases in KON.
Refund Process
JetPack files are reviewed daily.
Partial refunds are processed accordingly.
Training will be provided for refund handling.
Customer Communication
For refund inquiries, call customers directly to discuss options.
Clarify refund details to avoid confusion.
Customer surveys are not conducted at this time.