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.
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.
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.
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.
Send the customer’s details and approved amount to Kevin.
Kevin issues checks in batches a couple of times a week.
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.