All products have a 60-day money-back guarantee. However, there are special instances wherein we might process refunds for up to a 120-day period as a one-time courtesy.
Our 60-day Money Back Guarantee policy operates as follows:
For one-time purchases, refunds are processed if the request is made within 60 days of the purchase date. If the request falls outside this timeframe, customers are informed about the coverage period of the guarantee, and highlight that the purchase is a one-time payment with a lifetime access.
For subscription purchases, refunds are applicable only to charges incurred within 60 days of the request date. Charges beyond this period are not eligible for reimbursement.
When a customer requests a refund or return, we must attempt to save the sale by presenting our retention offers.
For retention offers, please follow Retention Matrix
Retention Offers Should Not Be Made If:
The customer did not explicitly request a refund. (For voice, you still need to ask probing question to provide the best retention offer).
The customer intends to dispute the charges with their financial institution.
The customer has requested a refund due to a recent death in the family or a family member is dying (Ex. Family member is in hospice, etc..)
The cancellation is due to medical reasons, including but not limited to:
Injury
Cardiovascular conditions
Respiratory issues
Surgical recovery
Severe illness
Mental health issues
Medication side effects
Pregnancy
Calamities such as typhoons, hurricane, tornadoes, or flooding etc..
Refund request after self cancellation:
SMM/Ticket: No further retention, just process the refund
Call: Retention because the customer is on the line and can easily say yes/no
Duplicate Charges:
If a customer reports a duplicate charge via ticket, call or SMM (message or comment), please feel free to process the refund immediately without needing to offer retention.
However, if you notice a duplicate charge on the customer's SIO and they haven’t mentioned it, it’s important to let them know about the issue and process the refund. This helps us ensure a great customer experience and maintains our commitment to transparency.
No Retention for Germans or Germany
No retention to all German tickets
If you receive a call, then that's the only time you can offer retention
If you receive a ticket from a customer residing in Germany (verify via the SIO address), consider them a German customer. Therefore, no retention offers should be made, even if their purchases are not German products.
We consider customers to be 'German customers' if they reside in Germany (verified via the SIO address), have purchased German products, contact us in German, or explicitly inform us that they are German.
NOTE: Agents are encouraged to use effective probing techniques to uncover the true intentions of customers. Often, customers may not explicitly ask for a refund but use different terms or phrases. It's important for agents to read between the lines and understand the underlying request.
Retention: Offering clients a down sell option to keep their account with Svelte.
Downsell: A lower price change option
If the customer's original purchase is at $29, you may offer it for only $9. Simply issue a partial refund of $20 on sticky.io.
Sample Script: At Svelte, we're dedicated to supporting you on your journey. To show our commitment, we'd like to offer you a special one-time opportunity: you can keep the One and Done Workout Program for just $9 instead of the regular price of $29. This way, we'll refund you $20 as a partial refund.
The One and Done Workout Program, incorporating the Sprint Interval Training (SIT) Technique, provides a 7-minute workout with optional warm-up and cool-down, alongside lifetime access to adaptive workouts, a 10-Day Keto Reset, 101 smoothie recipes, a manual with visual instructions, and exercise modifications.
Would you be interested in this option?
Note: Once the customer agrees to the offer, adjust the price in sticky.io
However, if the customer's original order for OAD is $37, you may offer it at only $29. Once they agree, simply refund the $8 on the system.
Sample Script: MetaBoost Connection provides lifetime access to resources, including a metabolic flush, a 10-day belly blast food plan, no-cardio isometric workouts, a comprehensive workout manual, a superfood shopping list and recipes, and natural hormone balancing secrets for rejuvenation.
To show our commitment to your goals, we would like to offer you a one-time purchase of MetaBoost Connection for $19 instead of $29, resulting in a partial refund of $10.
Please let me know if you want to take advantage of this offer.
Note: Once the customer agrees to the offer, adjust the price in sticky.io
Note: If One & Done is not for them, offer MetaBoost Connection or vice versa.
Charges: $49 per month, $199 or $99 Lifetime Access, and lower monthly rate of $19.95 per month
Sample Script:
Because we were hoping you could give our program a shot at making a difference in your lifestyle, I have arranged that you receive lifetime access to the Accelerated Body Transformation Club in lieu of the $49.00 refund. The features of this premium program will be for no additional cost.
The Accelerated Body Transformation Club monthly access offers a private Facebook group, member's dashboard, group coaching, follow-along workouts, a monthly meal plan, featured recipes each month, inspirational messages, and 24/7 access to success coaches and a private community.
Please let me know if you want to take advantage of this offer.
Note: ABTC and SLS are essentially the same program; we simply refer to it by different names based on the customer's purchased base program. On the customer's dashboard, they will see it labeled as ABTC.
Click here: How to use the cancel link
English Cancellation link: https://members.sveltetraining.com/abtc-subs/
Spanish Cancellation link: https://miembros.sveltetraining.com/self-cancellation/?src=XXXXXX
Customers can look up their subscriptions here when they click on the "Lookup Subscription" button. This only applies to digital subscription (not supplements). Then, we look at their subscription status and if active, we show the upsell page and set up everything to cancel/upgrade their subscription.
Cancel Link Ticket Script:
I understand you wanted to cancel your subscription and I am here to help.
The Accelerated Body Transformation Club monthly access offers a private Facebook group, member's dashboard, group coaching, follow-along workouts, a monthly meal plan, featured recipes each month, inspirational messages, and 24/7 access to success coaches and a private community.
Should you still wish to cancel, please go to this link CLICK HERE.
Please feel free to contact us if you need further assistance.
NOTES:
If a customer contacts us via phone or email asking for a refund after they have self-cancelled, we can proceed with the refund without offering any retention options. However, if you believe that the customer may have doubts about their cancellation, it is recommended that you offer retention options before processing the refund.
If the customer's programs are refunded and they have no active programs other than the 7DFT, you may proceed with canceling the trial without sending the cancellation link.
Option 1: Monthly Access for $19.95
Option 2: Lifetime access for one time fee of $99
When you say NO and cancel to options 1 and 2, it takes you to:
Option 3: Monthly access for $9.95
Option 4: Cancel Program Outright
The subscription will be cancelled and they will no longer have access to ABTC/SLS.
Clarification:
Our cancellation link offers different options to keep ABTC/SLS at a lower price (including monthly and lifetime options).
NOTE: If a customer takes a cancellation option, nothing will be REFUNDED. They can either continue the program at a discounted price or select the option to cancel completely.
Example:
Betty was initially charged $49 monthly for ABTC and now wishes to cancel her subscription. Moving forward, her payment options are either $19.95 per month or a one-time payment of $49, which will grant her lifetime access to the service. Please note, all previous payments made are non-refundable and remain with us. (Ask probing questions, to provide the best retention offer)
If a customer mentions that the offer is $49 but implies it’s really $199, kindly clarify that the $49 is part of a special promotional offer designed to help customers achieve their goals at a more affordable price, while still maintaining access to our valuable tools and resources.
We understand that during challenging times, affordability is key, and this offer helps keep the membership accessible. Additionally, if a customer has already been charged two payments of $49, we offer a lifetime access option for a one-time payment of $98, with no further charges.
When a customer requests to cancel or refund their subscription, and you identify that they have other programs or one-time purchases, please ensure to mention all relevant programs or purchases they have for transparency.
Example:
If a customer inquiries about their MBC and requests a refund, and you find that they also opted for a 7-day free trial for ABTC, make sure to inform the customer about this additional program. Provide details about the ABTC program benefits to ensure they are fully aware of all active programs associated with their account, in addition to addressing their MBC refund request.
By providing this comprehensive overview, you help the customer make informed decisions about their subscriptions and ensure transparency in managing their account.
Agents should proactively inform customers about their 7DFT regardless of the issue. They should explain how the subscription was initiated, including the terms, program features and benefits, the recurring charge amount after the trial period, the trial end date, and provide the cancellation link.
All virtual subscriptions have to be physically accepted at the checkout page by the customer.
Every customer is given seven (7) days free to try the subscription and can request an extension if they need more time to utilize it. The extension can be given for another 7 days (maximum) or approved for more by a supervisor.
All customers have to contact customer support to cancel the subscription or go on the self cancellation page and have it canceled before the trial expires.
If the trial is not canceled before the 7 days, the customer will be charged $49.00 for every month until canceled.
Step 1: When the customer emailed or called saying that they did not sign up for the subscription. Send them an email with an attached image of the offer on the checkout page.
Step 2: If a customer calls or emails saying that they did not get an email confirmation when they opted in the trial or that the trial is going to end, send them an email with a copy of the email we sent after the order is placed and at the beginning of the first monthly charge. NB.change the customer's name in the template before sending the image.
Step 3: If the customer already paid for at least 1 month, explain what the subscription includes and offer retention for lifetime access with no further charges.
Step 4: If the customer accepts the retention, cancel the subscription and comp the program in member Mouse like what’s shown in the images below.
Step 5: If it’s a call and the customer refuses the retention, cancel the subscription and advise the customer that we will issue the refund per our 60 days money back guarantee. ONLY issue 120 days if the customer makes mention of their financial institution or is adamant.
If it’s an email, send the customer the cancelation link and leave it in pending (Assign) the email to yourself so that you can go back to it.
If the customer doesn’t cancel the subscription in two days, cancel the subscription and issue a 60 days refund.
Step 6: Once a refund attempt is done all agents MUST verify the refund is done by checking the refund icon as seen below. If this is not present the refund is not processed.
When a client requests to stop the active 7 day trial or monthly subscription in sticky, If they choose to cancel entirely, stop their trial or subscription in sticky io, then check the client's account in Member Mouse to assure their trial or subscription has stopped and they have no further access to the program.
Step 2: Select the “Customers” option to the top left of the page.
Step 3: Select the “Orders” option.
This will take you to the orders dashboard.
Step 4: Enter the full name, email address, phone number or order number of the customer you want to find.
Note: To ensure accurate results and retrieve the correct account, please remember to click "Clear" each time you perform a new search.
Step 5: After entering the information, select the “Show Results.” option
If the customer has multiple charges it will show with different order numbers.
Step 6: Select the checkbox of the subscription you want to cancel.
Step 7: Select the “Stop recurring” option to cancel the subscription.
You can stop the subscription by opening the file by clicking the Order Number and clicking on the square “stop” button.
Step 8: Please fill out the reason for cancellation after canceling a subscription, it is important to leave a note on the account to state the clients reason for cancellation and so that others can know who processed the cancellation.
Step 9: In case you need to add another note, follow as well as any important information regarding this. From the Order Search page above, click on the order number for the product you have unsubscribed and scroll to the “Add New Notes” text box. Then scroll down to click “Save”.
Template for adding notes in SIO:
Issue:
Reso:
Refund/Void: N/Y (If yes, include information if it was a partial or full refund)
Follow up?: N/Y
Escalation: N/Y
Issue: Detail the specific concern or issue the customer has with the product or program.
Resolution: Provide comprehensive information given to the customer, including any specific retention offers related to the program.
Refund: Specify if the refund was full or partial.
Step 10: Go to Member Mouse to pause the subscription bundle.
Only pause the subscription. If you cancel it, it will take away access to what the customer has paid for.
Refunds for credit/debit cards are processed within 7 to 10 business days.
Refunds for PayPal purchases are processed within 3 to 5 business days.
Voided orders are reflected in the customer's account within 24 to 48 hours.
All refunds are credited to the original payment method used to purchase the service.
TICKETS: Cancellation only
If the customer mentions cancellation for one-time purchases of digital or physical products, we can inform them that it’s a one-time fee and highlight the benefits without offering retention.
If the customer inquires about canceling their subscription, emphasize the program's benefits and provide the cancellation link.
Note: Please use the Summarized Program Benefits document for highlighting the benefits on your email.
TICKETS: Asking for a refund
If the customer is asking for a refund for one-time purchases digital or physical product, please offer appropriate retention using our Retention Matrix and include the program benefits.
If the customer is asking to get a refund for their subscription, please offer retention based on the Retention Matrix and include the program benefits.
Refund after self-cancellation:
SMM/Tickets: No further retention, just process the refund and inform the customer.
Note: If the customer mentioned both cancellation and refund, send cancellation link and offer retention with program benefits.
VOICE: Cancellation only
If the customer mentions cancellation for one-time purchases of digital or physical products, we can inform them that it’s a one-time fee and highlight the benefits without offering retention.
If the customer inquires about canceling their subscription, investigate why they want to cancel and offer the best option for retention with the program benefits.
Note: Check Retention Matrix for voice retention offers.
VOICE: Asking for a refund
If the customer is asking for a refund for one-time purchases of digital or physical products, please offer appropriate retention using our Retention Matrix and include the program benefits.
If the customer is asking to get a refund for their subscription, please offer retention based on the Retention Matrix and include the program benefits.
Refund after self cancellation if over the phone: Retention because the customer is on the line and can easily say yes/no
PayPal Subscription Cancellation
Our cancellation link (both English and Spanish) is now functional for PayPal orders. Whether the cancellation is initiated by the agent or the customer, you must still comp the customer's remaining program on MM, as SIO will automatically cancel the base program (MBC or OAD) when the subscription is canceled.
After we ship the product, the customer has the option to decline or refuse delivery. If they do so, the courier will return the order to our warehouse. If the customer doesn't have the option to refuse delivery anymore, they are responsible for returning the item to us. Once the item is received and tagged as returned, we will issue a refund.
For the refund of physical products, a tracking number must be provided showing the item has been returned. (This is waived only if the customer is very adamant. The goal is to have them return the bottles and/or products.)
Supplement item(s) must be returned within 60 days from the date of original purchase for the refund to be valid. (This is waived only if the customer is very adamant. The goal is to have them return the bottles and/or products.)
TamaSlim, MegaGreens & Vital Youth Return Address: 19655 E 35th Dr #100, Aurora, CO 80011
Tickets: Cancellation Only
One-Time Purchase: No retention required. Educate the customer on the product’s benefits.
Macro: Physical Product OTP - Cancellation Only
Subscription: No retention required. Educate the customer on the product’s benefits and provide the cancellation link.
Macro: Physical Product Subs - Cancellation Only
Tickets: Refund Requests
One-Time Purchase: Offer appropriate retention based on the Retention Matrix and highlight product benefits.
Macro: Physical Product OTP Retention
Subscription: Offer appropriate retention using the Retention Matrix and emphasize product benefits.
Macro: Use the appropriate cancellation macro that includes a retention offer and the cancellation link.
Refund After Self-Cancellation: No retention necessary—ask the customer to return the product and inform that we'll refund once the product is returned to our warehouse.
Voice Support: Cancellation Only
One-Time Purchase: Inform the customer that this is a one-time purchase with no future deliveries. Provide product benefits but do not offer retention.
Subscription: Ask probing questions to understand why the customer wants to cancel. Offer retention options and emphasize product benefits.
Voice Support: Refund Requests
One-Time Purchase: Offer retention based on the Retention Matrix and highlight product benefits.
Subscription: Ask probing questions to understand the reason for cancellation and offer retention with product benefits.
Refund After Self-Cancellation (Phone Call): Since the customer is on the line, attempt retention. If the customer declines, ask them to return the product and inform them that the refund will be issued once it reaches our warehouse.
Reminder:
Always check the order status via the ShipOffers website.
Ask your supports for any change of shipping address or cancellation request for orders that has not shipped yet.
We can process the refund even while the product is still in transit to our warehouse. This helps avoid repeat contact and eliminates the need to monitor the order further.
Physical Product Refund & Shipping Fee
If a customer requests a refund for their physical product, a full refund (base price, sales tax and shipping fee) should be processed to their original payment method. However, the customer is responsible for any return shipping fees, as these will not be refunded.
Alternatively, the customer may refuse delivery, and the courier will return the product to us directly.
Cancellation link for all physical product subscriptions are now available!
Please go to https://sites.google.com/view/svelteknowledgebase/standard-operating-procedures/cancellation-links
Please ensure that you follow the correct cancellation process for each product, using the appropriate link associated with the specific product name and ID.
MegaGreens 1 bottle cancellation (170)
MegaGreens 1 bottle cancellation (174)
MegaGreens 1 bottle cancellation (335)
MegaGreens 3 bottles cancellation (172)
MegaGreens 3 bottles cancellation (337)
TamaSlim 1 bottle cancellation (152)
TamaSlim 1 bottle cancellation (168)
TamaSlim 1 bottle cancellation (217)
TamaSlim 3 bottles cancellation (153)
TamaSlim 3 bottles cancellation (219)
Collagen Peptides 1 bottle cancellation (131)
Collagen Peptides 3 bottles cancellation (133)
Collagen Peptides 5 bottles cancellation (135)
Vital Youth1 bottle cancellation (289)
For all Physical Product subscription cancellation requests, regardless of whether a cancellation link was sent, please place the ticket on pending status and assign it to yourself. Monitor it for 24-48 hours. This is to ensure that the customer's subscription will be canceled and no future deliveries will be sent. If the customer does not respond within that time frame, you can proceed with manually canceling their subscription.