Latest Process Changes

Cancellation / Refund Guide

Simplified ticket workflow

I’ve created a simplified ticket workflow to help everyone easily follow the new cancellation reason process. Please take a moment to review it.

https://drive.google.com/file/d/1Kobf0km9JUxnb8WYsgvSI_DPMPIAv54c/view?usp=sharing

Cancellation Reason Process Updates

Please review the updated Cancellation Reason document for the complete process. Below are the key updates:

One-Time Purchases (OTP): Continue following the existing process. Inform the customer of their active program and remind them that their purchase is a one-time payment with lifetime access.
Customer Already Canceled via SCP: If a customer has already canceled through the Self-Cancellation Portal (SCP) and later contacts us requesting a refund without providing a reason, ask for the reason for their refund request before offering retention or processing the refund
Declined Subscription Renewal: If a customer's subscription renewal payment is declined, do not provide the cancellation link. Instead:
- - Inform the customer of their current program and benefits.
  - Ask how they would like to proceed.
  - Set the ticket to Pending while waiting for their response.
Reason Already Provided: If the customer has already been asked for their cancellation/refund reason, do not ask again. We only need to request their reason once.
Customer Charged While Ticket Is Pending: If the customer's subscription renews while the ticket is in Pending status, do not follow the Cancellation Only process. Instead, treat the case as a Cancellation and Refund Request and follow the updated process.

Cancellation Reason Collection

Moving forward, we will now ask all customers requesting a refund or cancellation:

What made them purchase the program/product in the first place?
What is the specific reason they would like to cancel or request a refund?

This update is part of our effort to strengthen our retention process. The information customers provide will help us better understand their concerns and offer the most appropriate retention option whenever possible.

Please make sure to carefully review the Cancellation Reason Collection document for the complete process and guidelines.

Link here: https://docs.google.com/document/d/11bBDz7NqP5kOBWVSyggmI0kuJbkKTMQnOFyCJOaE1s4/edit?usp=sharing

Important: Since we'll be focusing on the updated retention process, the Refund Statements/Phrases document will no longer be used.

Committed Coaches Call Transfers and Email Handoffs

What Changed: Updated process for Committed Coaches call transfers and ticket/email handoffs. Agents must transfer qualifying calls to Committed Coaches through RingCentral and follow the new email escalation workflow using the provided coach contacts.

The full How-To document for both call transfers and email handoffs can be found here: https://docs.google.com/document/d/1UbY-lMLK0NaP8b359hn_f6H8p7u949R5eKPYyQ8wDuI/edit?usp=sharing

Expected Agent Action:

Transfer customers who want to speak with a coach, need an immediate call, missed an appointment, or want to schedule one.
For email/ticket cases, CC Committed Coaches and notify a TL with the customer’s name, phone number, and email so they can inform the Committed Coaches Slack channel.
Review and follow the full process in the linked How-To document.

Missing Bundle – Legacy Programs

The process for handling customers with missing legacy programs or incomplete program access, such as OAD or MBC, has been updated.

Agents should no longer send app or program invites for missing legacy programs.

Expected Agent Action:

Confirm which legacy program is missing from the customer’s account.
Inform an SME or TL about the missing program.
Provide all relevant customer and account details to the SME or TL.
The SME or TL will manually add the missing program through the Mighty Networks (MN) app.
Let the customer know that the request has been forwarded for assistance.
Document the action taken in the ticket.

Important: Do not submit an App User Request Form or use the App Invite – Contact to Add Legacy macro for missing legacy programs.

Quality Impact:

Failure to follow the updated procedure will result in a Critical Markdown under Resolution.

Additional Email Verification

Effective Date: October 17, 2025

Clarification has been added regarding acceptable variations for verifying customer email addresses. This update applies to SMM, SMS, Tickets, and Hybrid agents.

Updated Guidelines:

An email address may now be considered verified if any of the following apply:

There is a 1–2 character typo in the email address.
The domain is different, but there is only one matching account in SIO or Digistore24, provided that:
- - - - For Tickets: The customer name in HelpScout matches the account name.
      - For Calls: The agent confirms the customer’s name as a second verification token.

Examples — 1–2 Character Typo:

jean.ngo@gmail.com vs. jean.ngi@gmail.com
honey.nodora@gmail.com vs. honeynodora@gmail.com
nikki_bande@gmail.com vs. nikkibande@gmail.com
cjregasa5@yahoo.com vs. cjregasa5@yaho.com

Examples — Different Domain:

benjie123@gmail.com vs. benjie123@yahoo.com
jacinto00@icloud.com vs. jacinto00@hotmail.com

Quality Impact:

Verification – Critical Markdown if the updated verification guidelines are not followed.

Update for SMM OAD & MBC Links

Effective Date: October 13, 2025

Specific links are now approved for use when responding to inquiries on SMM. This ensures that all shared information and purchase links are accurate and consistent. This update applies to the SMM team.

Approved Links for SMM (General Inquiry):
- - - OAD (Info): https://oad.riseworkouts.com/AboutOAD
    - MBC (Info): https://mbc.metaboosting.com/AboutMBC
Approved Links for Users Ready/Wanting to Buy:
- - - OAD (Purchase): https://oad.riseworkouts.com/sit2fitr
    - MBC (Purchase): https://mbc.metaboosting.com/Get

Expected Agent Action:

Use only the approved links listed above when responding to customer inquiries or purchase requests on SMM.

Quality Impact:

Failure to use the correct or approved links will result in a Non-Critical Markdown under Resolution for Links/Attachments.

French Over-the-Phone Orders

Effective Date: October 10, 2025

The Campaign ID for French over-the-phone orders has been updated. This change applies to all French Hybrid Agents.

When assisting French-speaking customer with an over-the-phone order, use the following Campaign ID:

(51) Meta Boost Connection (French)

Quality Impact:

Failure to use the correct campaign ID will result in a Critical Markdown under Updating Systems.

Duplicate or Corrected Emails

Effective Date: October 10. 2025

A new QA markdown has been implemented for cases where an agent sends multiple emails and hides a previous one due to errors or incorrect information. This updates applied to SMM, SMS, Tickets, and Hybrid teams.

Always proofread emails carefully before sending to ensure accuracy.
If an incorrect email has already been sent:
- - - - Do not hide the previous message without context.
      - Send a follow-up email that:
        Corrects the inaccurate or incomplete information, and
        Clearly acknowledges the mistake in the initial message.

Quality Impact:

Failure to follow this procedure will result in a Critical Markdown under Adhering to Standards and/or Resolution.

Update to Campaign IDs for Phone Orders

Effective Date: October 3, 2025

The 13 Customer Service Campaign is no longer to be used when creating phone order. Agents must now use the appropriate campaign ID based on the customer's program. This update applies to the Hybrid team.

Always select the correct campaign ID (31, 35, or 36) when processing customer's order over the phone.
Using the correct campaign ID ensures:
- - - - The purchase is properly connected to the app.
      - The customer automatically received their app invite (no manual invite required).

New Campaign IDs:

(31) Meta Boost Connection [Mighty Network]
(35) One and Done [Mighty Network]
(36) Back Renewal System [Mighty Network]

Quality Impact:

Failure to use the correct campaign ID will result in a Critical Markdown under Updating Systems Appropriately.

Simplified Notes Placement

Effective Date: September 26, 2025

The process for adding notes has been simplified to ensure accurate documentation across all customer interactions. This update applies to the SMM, Tickets, Hybrid, and SMS teams.

Agents must record notes directly on the specific order or transaction the customer is asking about, regardless of the order status.

Examples:

Customer asks, "Why was I billed $49 this month?" → Add notes to the activate subscription order.
Customer says, "My subscription payment failed yesterday" or "There was an attempt to charge my account." → Add notes to the most recent declined transaction.

If no declined transaction exist → Place notes on the active subscription order.

Customer asks, "How can I find the videos for the One and Done Workout Program?" and the customer has OAD, SLS, FLAG. → Add notes to the OAD Order ID.

Quality Impact:

Failure to record notes in the appropriate location will result in a Non-Critical Markdown under "Updating Systems Appropriately | No."

App Invite Requests

Effective Date: September 12, 2025

The SMM team will now be responsible for sending app invite requests whenever they are received. The scope of this update is limited to requests that come through ComSec, Facebook messages, and email. The SMM team will not handle App User Request Escalations.

Send app invite requests received via ComSec, Facebook messages, or email directly to the SMM team.
There is no need to log these requests in the tracker.
For any escalations outside this scope, continue following the existing escalation process.

Quality Impact:
Failure to update systems appropriately will result in a Non-Critical Markdown under "Updating Systems Appropriately as No."

Handling App Issues

Effective Date: September 5, 2025

Agents are now required to gather more detailed information when handling app-related issues. This update applies to the Hybrid, Tickets, SMM and SMS teams.

Agents must perform full probing following the app issue checklist to ensure all necessary details are captured for effective resolution.

For signup issues:

Confirm if the customer is signing up using the invite link.
Ask what error message they are receiving.
Request a screenshot of the issue.

For technical issues:

Ask what error message they are receiving.
Identify what device(s) they are using.
Determine what troubleshooting steps have already been performed.
Request a screenshot of the issue.

Quality Impact:

Non-Critical Markdown (Resolution): Applied if probing was done but 1-2 questions were missed.
Critical Markdown (Resolution): Applied if no probing was performed and the issue remained unresolved.

Refund Statements / Phrases - When to Offer Retention

Effective Date: August 15, 2025

A new guide is now available to help agents determine when to offer retention, issue a refund, or ask follow-up questions. This update applies to the Hybrid, Tickets, SMM and SMS team.

Agents must use the Refund Statements/Phrases Guide to identify the different ways customers may request a refund, whether directly or indirectly. Follow the outlined actions for each statement type: offer retention when appropriate, ask clarifying questions if the request is unclear, and process a refund immediately when required.

Reference: Refund Statement/Phrases Document

Failure to follow the guide or provide the correct resolution will result in a Critical Markdown in FCR.

Email Testimonials Policy

Effective Date: August 14, 2025

The testimonial process has been expanded to include email invitations in addition to Zoom Testimonials. Selected customers will now receive emails inviting them to schedule a call with one of our coaches. This update applies to Hybrid, Tickets, SMM and SMS teams.

All agents must adhere to the procedures outlined in the Email Testimonial How To Guide when managing customer responses. Agents are required to use the appropriate macro and ensure that all resolutions accurately address the customer's concern or request.

Failure to follow the approved process will result in a Critical Markdown in FCR for incorrect handling or a Critical Markdown on Documentation for not adhering to documentation standards.

STOP Emails Without Context

Effective Date: August 5, 2025

The handling process for customer "STOP" responses to emails has been clarified. This update applies to SMM, SMS, Tickets, and Hybrid teams.

If a customer sends "STOP" to an affliate email, agent must request Svelte-Only content and inform the customer of the change. The customer should then decide whether they also wish to stop receiving all Svelte content.

If a customer sends "STOP" to a Svelte content email, agents must request removal from all emails.

Quality Impact:

FCR - Critical: A Critical Markdown will be applied if the customer is not informed about what action was taken.
- - Example: Selecting "Stop all emails" or "Svelte-only content" without notifying the customer.
System Updates - Non-Critical: A Non-Critical Markdown will be applied if the unsubscribe list is not updated after processing the stop request.

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