Process Reminders

No Proactive Offering of Remaining Refunds

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.

Unsubscribe List Submission

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.

German MM Accounts

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.

Using AI Assistance

• 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.

 App Account Reactivation Request

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.

Subscription Cancellations

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.

MegaGreens Formula Adjustments

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.”

German & French Callback Requests

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.

• German & French Callback Request Sheet

Invite Status & Tagging

Agents should no longer use Invite Status to verify a customer’s app membership.

Expected Agent Action: 

• Check the Members section to confirm whether the customer has joined the app.

• If the customer is listed as Limited Access, contact CS-General and request that the customer be moved to the correct plan.

• Once verified, apply the appropriate tagging to the App User Request Form.

Order Confirmation Resend

If a customer mentions they did not receive their order confirmation:

1. Double-check the email address on SIO before resending.

2. Ask the customer to check their spam/junk folder.

3. If after 3 minutes the email still hasn’t arrived, inform the customer that they should receive it within 24 hours.

Customer Purchase Process – No Manipulation

• 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.

 Handling Free Program/Workout Mentions

• 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.

App Cancellation / Refund Form – One-Time Purchases Clarification

• 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.

Holiday Freebie eBook Promotion

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

Unsubscribe List Information

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.