Pinnacle Brands Support Playbook

Types of Tickets & Calls

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• No longer active but still appears on marketing pages.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.

Tools & System Access

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: 

  • • Fulfillment Escalation Form

Other Platforms

• ClickBank

• Digistore24

Scripts & Brand Guidelines

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.

Save-the-Sale Guidelines

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.