Money-back Guarantee

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.

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.

One and Done

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? 

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. 

Cancelling ABTC / SLS Subscriptions 

• 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 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.

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.

7-Day Free Trial Information

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.

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 a macro with the terms screenshot.

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. 

• 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.

Return Instructions

• 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.

Macros for physical product subscription with cancellation link

• 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.