Our Job:
Our Job is to build value. For them to visit us often to see all our new finds and hopefully find the same joy we find and see the value of a subscription.
These products are the best-selling accessories and has a lower cost than most of other store out there. Our refund Policy is very simple, we must make sure to de-escalate and satisfy our customers.
Refund Tools:
Fact Find/Probing Question, Build Value, Explain Order
25% Partial Refund
Mail Story
50% RMA downsell
RMA
Valid Threats: IRATE, FTC, AG, BBB, BANK
25%, 50%, 100%
Goal is customer satisfaction.
NOTE: All Threat Calls should be submitted on the form below:
NIVA Threat Notification
https://docs.google.com/forms/d/e/1FAIpQLSfqs2glyZ8Gwn60d596-q0-Ov9rYPH7tTf5sbzHZPOcP3t1mg/viewform
Note: Refund on both Shopify and Checkoutchamp. Taxes are NON-refundable.
Refund Policy:
Cancellation within 24 hours. Orders outside 24 hours can be returned within 15 days of receiving an order. To be eligible for a return, item must be unused and in the same condition it was received. It must also be in the original packaging.
Refund request for Expedited Shipping: Refund to avoid cancellation of whole order.
Refund Pitch:
Fact Find / Probing Question, Build Value, & Explain Pricing
Probing questions are intended to promote critical thinking as well as to get the person asked to explore their personal thoughts and feelings about a particular subject.
Build product value by providing product benefits.
Pricing explanation helps the customer understand what was purchased.
Partial Refunds in Lieu of RMA.
25% Partial Refund
Explain Mail Story
Explain the hassle of returning the product before getting a refund, basically making them understand that our save offers are better than waiting around for a refund.
The hassles of returning the product - customer need to pay for shipping it back, then wait 2-3 weeks regarding an update from email if the product is eligible for refund.
RMA Downsell
"I have been approved to issue you an immediate 50% refund of (REFUND AMOUNT) and you can continue to use the product."
Issue RMA
"OK (CUSTOMER NAME), grab a pen and some paper, I have some important information for you to take down to process the return properly (WAIT FOR RESPONSE). OK your RMA number is (GIVE NUMBER). Please put that on the outside of the package and return to: United States Postal Service, 10001 Camino Media, Bakersfield, CA 93311
Refund in Full for Valid Threats
"(Customer Name), We don't want to make you upset. I can issue a courtesy refund back to you today. There will be no more future billings."
NOTE: All Threat Calls should be submitted on the form below:
NIVA Threat Notification
https://docs.google.com/forms/d/e/1FAIpQLSfqs2glyZ8Gwn60d596-q0-Ov9rYPH7tTf5sbzHZPOcP3t1mg/viewform