Latest Process Changes

Missing Bundle – Legacy Programs

Effective Date: October 20, 2025

The process for handling customers with missing bundles or incomplete program access (e.g., both OAD and MBC access) has been updated. Since there is no combined plan for these programs, agents will now only send the initial invite and handle legacy program access requests through SME or TL coordination.

Expected Agent Action:

Send the initial app invite by submitting the App User Request Form.
Use the macro App Invite – Contact to Add Legacy to inform customers to reach out again once their account is created.
When the customer follows up, immediately coordinate with an SME or TL in real time to send the missing legacy invite.
Ensure the customer is clearly informed about this process during the interaction.

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.

Discontinuation of Tamaslim

Effective Date: October 3, 2025

Tamaslim has been officially discontinued and will no longer be available for sale. This update applies to the SMM, SMS, Tickets, and Hybrid teams.

Do not offer reshipments for any Tamaslim orders.
For subscriptions, treat the order as one-time purchase (OTP) since no further shipment will be sent.
Offer retention based on the number of bottles included in the last order the customer is inquiring about, as this may be their final shipment.

Quality Impact:

Failure to provide accurate information regarding the product's discontinuation will result in a Critical Markdown under FCR (accuracy of information).

Effective Date: October 10, 2025

The TamaSlim product has been officially discontinued. This update applies to the SMM, SMS, Tickets, and Hybrid teams.

If a customer still has an active TamaSlim subscription, proactively cancel the subscription.
Inform the customer that the product has been discontinued.
This action must be taken regardless of the customer’s inquiry.

Example Communication:

TamaSlim has been officially discontinued and is no longer available for purchase. As a result, your monthly subscription has been canceled, and you will no longer receive any further shipments of TamaSlim. Please rest assured that you will not be charged moving forward, and no further action is required on your part. We truly appreciate your support and loyalty.

Quality Impact:

Failure to follow this process or provide the correct resolution will result in a Critical Markdown under Resolution.

V-Shred One-on-One Coaching Partnership

Effective Date: October 3, 2025

We have entered a joint venture partnership with V-Shred to provide customers with long-term one-on-one coaching. Customers will first complete a Metabolic Assessment (quiz) and then have Zoom consultation to decide if they wish to proceed with coaching. This update applies to the SMM, SMS, Tickets, and Hybrid teams.

Use probing questions to determine if the customer is referring to V-Shred coaching.
If confirmed, and the customer is reaching out regarding a coach they have already spoken with:
- - - Escalate the case to your TL and DJ.
    - Do not direct the customer to the V-Shred website or provide any V-Shred contact information.
    - TLs will forward the case to Samantha, who will coordinate directly with V-Shred or the assigned coach.
Information to Collect (if confirmed as V-Shred coaching):
- - - Customer Name
    - Email Address
    - Phone Number
    - Coach's Full Name

Quality Impact:

A Non-Critical Markdown under FCR (probing accuracy) will apply if probing is incomplete or inaccurate.

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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