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Retention
Retention
When a customer requests a refund or return, we must attempt to save the sale by presenting our retention offers.
For retention offers, please follow Retention Matrix
Retention Offers Should Not Be Made If:
The customer did not explicitly request a refund. (For voice, you still need to ask probing question to provide the best retention offer).
The customer intends to dispute the charges with their financial institution.
The customer has requested a refund due to a recent death in the family or a family member is dying (Ex. Family member is in hospice, etc..)
The cancellation is due to medical reasons, including but not limited to:
Injury
Cardiovascular conditions
Respiratory issues
Surgical recovery
Severe illness
Mental health issues
Medication side effects
Pregnancy
Calamities such as typhoons, hurricane, tornadoes, or flooding etc..
Refund request after self cancellation:
SMM/Ticket: No further retention, just process the refund
Call: Retention because the customer is on the line and can easily say yes/no
Duplicate Charges:
If a customer reports a duplicate charge via ticket, call or SMM (message or comment), please feel free to process the refund immediately without needing to offer retention.
However, if you notice a duplicate charge on the customer's SIO and they haven’t mentioned it, it’s important to let them know about the issue and process the refund. This helps us ensure a great customer experience and maintains our commitment to transparency.
No Retention for Germans or Germany
No retention to all German tickets
If you receive a call, then that's the only time you can offer retention
If you receive a ticket from a customer residing in Germany (verify via the SIO address), consider them a German customer. Therefore, no retention offers should be made, even if their purchases are not German products.
We consider customers to be 'German customers' if they reside in Germany (verified via the SIO address), have purchased German products, contact us in German, or explicitly inform us that they are German.
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.
Cancellation Link Retention Offers
Cancellation Link Retention Offers
Option 1: Monthly Access for $19.95
Option 2: Lifetime access for one-time fee of $99.00
When the customer say NO to both Option 1 and 2, it would take you to:
Option 3: Monthly access for $9.95
If the customer say NO to all options, the subscription will then be cancelled.
7 Day Free Trial is about to Expire
7 Day Free Trial is about to Expire
Sharing a sample email sent to a customer informing her that the 7-day free trial is about to expire, and if she does nothing, it will continue on a $49/monthly membership. It also has the link to cancel.
Cancellation Links
Cancellation Links
If the previous agent did not provide a cancellation link, resend it.
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. (You still need to inform them about their trial first before cancelling)
No retention offer for German tickets
No retention offer for German tickets
No retention offers should be provided for German customers requesting refund via ticket. You may proceed with processing the refund immediately.
Program Benefits
Program Benefits
If the customer has 1-2 programs, you should provide the program benefits for both. For customers with 3 or more programs, you can simply list the program names without detailing the benefits for each.
Example:
The customer has OAD+FLAG, you can provide both program benefits.
The customer has MBC+PS+ULMP, you can just provide the names and price.
If the customer inquires about their subscription, you must include the program benefits for that subscription. If the customer has additional programs and the total number exceeds one, you can provide only the program names and prices for those.
Example:
If the customer inquires about their subscription, you must include the program benefits for that subscription. If the customer has additional programs and the total number exceeds one, you can provide only the program names and prices for those.
If the customer is inquiring about a refund, you should always include the program benefits, regardless of the number of programs they have. This is important since it's part of your retention.
Monthly Free eBook with our Subscription
Monthly Free eBook with our Subscription
We have launched a new retention project. The project will be carried out through a quiz sent to new ABTC/SLS users. Those who complete the quiz will be assigned to one of four categories (programs) and will receive a free eBook each month they remain a member, based on their assigned category.
The four categories/programs are:
Hormones/Menopause
Weight Loss/Joints/Mobility
Inflammation/Bloating
Lifestyle/Dieting
Here’s how it works: Users will take a 3-question quiz. The first question is a qualifying question, and depending on their response, they will be tagged for one of the four categories/programs. Each month, they will receive unique eBooks tailored to their category. These eBooks will vary month to month and program to program.
Here's the link for the eBooks and details for each category:
https://docs.google.com/spreadsheets/d/1RHcjqWyTXcbi2SCNZaZ6C5KdS1qnVHI_5FxcthmwgLQ/edit?gid=0#gid=0
Retention Clarification
Retention Clarification
If a retention offer has already been made, do not offer another one. Proceed with the customer’s initial request. This applies even if the previous retention offer was made on a different platform. As long as you see on SIO or DS24 that the customer has already been offered retention, one offer is sufficient.
Example: If an SMM agent previously offered retention and documented it in SIO, there is no need to offer retention again if the customer reaches out via ticket or call. Instead, proceed with their initial request.
Duplicate Charge Handling Process
Duplicate Charge Handling Process
If a customer reaches out via ticket, call, or social media (message or comment) regarding a duplicate charge, you may process the refund immediately — no need to offer retention in this case.
However, if you notice a duplicate charge in the customer's SIO before they report it, proactively notify the customer and process the refund accordingly. This supports a positive experience and reflects our commitment to transparency.
Example:
If a customer is charged for both OAD+SLS and MBC+ABTC (i.e., two active subscriptions), ask which one they prefer to keep. Once confirmed, cancel the unwanted subscription and issue a refund for the duplicate — as long as it falls within the 60-day Money-Back Guarantee window.
Macro available: Subscription Duplicate Charges
Duplicate Charges Reminder
Automatically refund duplicate charges within the standard 60-day Money-Back Guarantee window.
As a one-time courtesy, this may be extended up to 120 days with support approval.
If the request is beyond 120 days, no refund should be processed.
EUR Charges in DigiStore
EUR Charges in DigiStore
EUR charges in DigiStore now follow the same base price as USD. Price differences are due to VAT based on the customer’s country.
If a EUR amount does not appear in the Retention Matrix, use the USD-based offer as a guide. For example, a $29 USD offer should be treated as 29 EUR. Follow the same program logic in the matrix.
Critical Markdown on FCR if incorrect retention is applied.
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