Always check both DS24 and SIO for purchases.
UK and German customers may have purchases in their MM dashboard (processed via SIO), not just DS24.
Always inform customers of all programs they own, regardless of purchase platform.
Example: Telling a customer they can still request a refund for the remaining amount within the 60-day MBG if they don’t like the program.
This may encourage them to proceed with retention now but refund later, which defeats retention efforts.
Do not mention this unless the customer specifically asks.
Mismatch – Invite Status vs Member List
A customer may appear in the Member List, but Invite Status only shows "Clicked."
Status will only change to "Joined" after sending a reminder.
In some cases, a customer will not appear in the Member List until the reminder is sent and the status changes to "Joined."
“Unable to Join” Error
Check if two invites were sent. If the first was revoked, confirm the customer is using the new invite.
Verify by asking for the date of the invite email they are using.
While awaiting fixes:
Always check the Member List before Invite Status (or check both).
For other errors, log them in the App Escalation Tracker.
Some agents are missing unsubscribe requests for all of a customer’s programs. Please ensure you submit a request for each active program.
If a customer is subscribed to One and Done (OAD), MetaBoost (MBC), or the Back Renewal System, submit separate unsubscribe requests for each brand.
Example: If a customer has both OAD and MBC and asks to stop receiving Svelte emails, you must enter their information twice—once under OAD and once under MBC.
Always confirm the customer’s request before unsubscribing them from all programs. Some customers may want to stop receiving specific emails (e.g., meal plans) but still want emails for other programs like OAD workouts.
Do not offer the $19.95/month lower rate for 7DFT.
For refund requests:
Retention options should be LTA or
Partial refunds for OTP LTA ABTC/SLS.
If you cannot locate a German MM account:
Ask a teammate or support to double-check on their end.
Some cases have shown accounts appearing under another agent’s search, so always confirm before closing.
Merge tickets for the same customer and same issue within 2-weeks range.
Even if a ticket is already tagged as NRN, if it meets the merge criteria, merge it anyway.
Add NRN (No Response Needed) only when:
A merged ticket already contains a reply addressing the customer’s concern.
An email was resent by Svelte due to a missed CC removal.
An agent called the customer or the customer called us, and the issue was fully resolved by phone.
Allowed: AI can be used for EARs, but responses must be personalized and positive.
Not Allowed: Using AI for notations.
Notations are simplified to include only:
Issue
Resolution
If AI is used for EARs, remove any AI watermark and ensure notes are accurate.
When purchases are from DigiStore, please be mindful of the currency and product amount.
Highlight that the currency we are providing to them is in USD, EUR, or any other currency based on the information in DS24.
For customers who deactivated their account and want to reactivate:
Add the case to the App-Related Tracker.
Inform the customer to uninstall the app and wait for a new invite.
Standard turnaround time is 48 hours.
Put NRN and close the ticket.
For now, we will close these tickets until further notice.
Only subscriptions purchased via Svelte Community (directly in the Mighty Networks platform) can be cancelled in the app.
All subscriptions purchased via SIO/DS24 need to be cancelled manually by us.
On the newsletter where customers are being offered free PDFs if they subscribe to SMS. The team confirmed that three PDFs are being promoted via the newsletter.
PDFs Offered:
Help Scout References:
We have decided to revamp the MegaGreens formula. Same great formula just with some slight adjustments.
What’s improved:
Slightly higher superfood blend weight (3g vs. 2.7g)
Includes Tart Cherry Extract (20:1) for added antioxidant support
Clean-label appeal – no synthetic vitamins or additives
What’s been removed:
Isolated vitamins (like Vitamin C, E, B12)
Digestive enzymes
Chlorophyllin and a few minor herbal extracts
IMPORTANT NOTE: It was green before and because of this new formulation, the color changed. If a customer asks, only provide what's improved. Don't provide what was removed since that's just FYI for us.
About the MegaGreens Color
There’s nothing wrong with the product — we’ve simply updated the formulation.
You can explain it this way to customers:
“The color of supplements can vary because the raw, natural ingredients are influenced by environmental factors. This is normal and does not affect the quality, safety, or effectiveness of the product.”
For any active subscription—whether it’s a refund-only request or a cancellation—always include the cancellation link in your ticket responses. This is part of FCR.
We now have a new sheet for all German and French callback requests. This sheet is strictly for callback requests and missed call notification emails in HS only.
If customers report issues with the one-time code while setting up their accounts, escalate these tickets immediately so we can investigate.
Always check with SME or TL for the status of a customer’s invite to ensure proper app user form tagging.
Always proofread your emails, even when using macros. Adjust the content as needed based on the customer’s actual information.
If a customer mentions they did not receive their order confirmation:
Double-check the email address on SIO before resending.
Ask the customer to check their spam/junk folder.
If after 3 minutes the email still hasn’t arrived, inform the customer that they should receive it within 24 hours.
All pending tickets must be monitored and replied to within 48 hours.
If you are going on RD or PTO, add your pending tickets to the 48-Hour Pending Sheet so they can be reassigned and closed on time.
We have low ticket volume, so every "pending" ticket needs to be closed within 48 hours.
Failure to comply: TL coaching and possible QA markdown if audited.
Do not manipulate customer purchases by:
Adding an incorrect email address. (Ex. Mistyping customer's email)
Asking customers to try placing an order incorrectly online with misspelled email.
If a customer has already purchased a program, refunded it, and now wants to repurchase:
Educate them: Our programs are one-time payment with lifetime access.
They must use a different email address if they want to buy again.
Customers should receive their invite within 24 hours.
Avoid sending duplicate invites (causes confusion and extra work).
Agent steps:
Check with an SME if the invite was sent.
If not sent, check the purchase date.
If within 24 hours, advise the customer to wait.
Do not:
Say we have free programs.
Send customers to free online workouts.
If asked for a workout (Ex. Belly fat exercises):
Promote One & Done first.
Share a YouTube video only as supplemental support, not the main response.
Try promoting our programs and not direct them on how to get free ones.
Use the official walkthrough guide here:
Available Macros:
Web App – Purchase Additional Product
Web App – Purchase Base Product
Mobile App – Purchase Additional Product
If a customer accepts subscription retention:
Submit the App Cancellation/Refund Form and note that retention was accepted (so access can be updated).
If retention is accepted for other OTP programs:
No form submission is required since access remains.
Please ensure all refund-related escalations are logged under the correct tab in our escalation sheet: Jan ’25: Payment Gateway Error
This helps Salvie easily locate those cases and assist with timely resolution.
We will be doing a special promo during October on both social pages/platforms for a holiday freebie eBook - we will promo it a couple times but the actual eBook will launch on the 15th - the automation keyword is HOLIDAY.
Here is the link to the actual eBook: https://sveltetraining.com/s/HOLIDAY-WELLNESS-GUIDE-EBOOK_2025-compressed.pdf
For customers who already have or are requesting access to the app, please make sure to remove their access from our English MM Dashboard once confirmed.
We will send an email to all active TamaSlim subscribers on Saturday, October 18, 2025, at 3:00 PM EST to inform them about the discontinuation of TamaSlim and the cancellation of their active subscriptions due to this change.
Additional Guidance:
If a customer inquiries about the new or improved formula, use the macro: New Tamaslim Formula Inquiry
Email Content:
Subject Line: A quick update about your Tamaslim subscription
Alt 1: We’re creating something even better than Tamaslim
Alt 2: Tamaslim is evolving and you’ll love what’s next…
Body:
Hi Customer,
I know how much you’ve loved having Tamaslim as part of your routine, so I wanted to personally share a quick update with you.
The thing is, we’ve officially discontinued our old formula, and so we had to stop your current subscription of Tamaslim.
But don’t worry, we are currently working on a new and improved formula that you’ll be sure to love even more.
You’ll be the first to hear when it’s ready, and we can’t wait to share what’s next.
Thank you for supporting Tamaslim. Your trust means the world to us.
With love,
Mere
When sending a manual invite, make sure to remove the customer’s MM dashboard access right after.
The Manual App Invite macro has been updated and now includes a note about removing the old dashboard access — please review and follow the updated version moving forward.
If a customer has One and Done, MetaBoost, or the Back Renewal System, make sure to submit a request for each brand when processing an unsubscribe request.
This ensures they won’t receive newsletters from any of the programs.
Example: If a customer has both One and Done (OAD) and MetaBoost (MBC) and requests to stop receiving Svelte emails, you must enter their details twice — once under OAD and once under MBC — so their preferences are updated across all brands.
You can only merge tickets within a 2-week timeframe.
If the tickets are older than 2 weeks, do not merge them.
If you’re unsure whether tickets can be merged or need help with the process, ask your TL for guidance before proceeding.
The reason why we can't merge to older tickets is because it will increase your own SLA and the company's SLA as well. Please be extra mindful!