Embedded Files
Confirm the Customer’s Request
Confirm the Customer’s Request
If a customer asks about the $100 Honest Try Program, verify:
Where they learned about the offer (e.g., marketing ad, video, email).
Whether they are requesting the $100 in addition to a regular refund.
Check Program Eligibility
Check Program Eligibility
Note: The Honest Try Program is no longer offered, but eligibility rules help determine if negotiation is possible.
To have been eligible, the customer must have:
Ordered at least 3 bottles (3 months’ supply).
Been a first-time purchaser of that specific product.
Indicated intent to join the program within 14 days of purchase.
Submitted monthly product journals for 3 consecutive months.
If the customer did not meet these requirements → they are not eligible.
Standard Response
Standard Response
Politely inform the customer:
“I understand where you’re coming from. Unfortunately, the Honest Try Program is no longer available, and we’re unable to provide the additional $100 refund.”
Note: Most customers will accept this explanation.
When Customers Escalate
When Customers Escalate
If the customer:
Mentions filing a complaint (e.g., Better Business Bureau or Attorney General), or
Claims the promotion was misleading
→ Follow these steps:
Request proof of the offer, such as a screenshot of the ad or website.
If proof is provided:
Attempt to negotiate a lower compensation amount:
Start with $25
Then $50 if needed
Approve $100 only if required.
Once an agreement is reached, request a check creation through Kevin.
Processing Approved Payments
Processing Approved Payments
Send the customer’s details and approved amount to Kevin.
Kevin issues checks in batches a couple of times a week.
Documentation
Documentation
Record the interaction in the customer’s account notes.
Attach any supporting screenshots or emails.
If the case escalates, flag it to your Team Lead or SME.
Training Video
Training Video
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