Sticky.IO

Notes Template for Sticky.IO

Verification

Refunds/Voids (Sticky.io)

Creating New Order in Sticky.io

Changing Recurring Product in Sticky.io

Updating Payment Info When declined

Creating New Order When Declined as Fraud (Sticky.io)

Notes Template for Sticky.IO

Issue:

Resolution:

Refund/Void: Y/N (If yes, indicate if partial or full)

Follow-up: Y/N

Escalation: Y/N

Note: You no longer need to specify if you issued a refund or void; this will remain constant on your template. You may only answer "Y" or "N" and indicate if it was partial or full if your answer is "Y."

Verification

Primary Verification Token:

Email Address: The email used for the purchase
Customer Name: This may be listed under either shipping or billing

Secondary Verification Token:

Phone Number

Refunds/Voids (Sticky.io)

Whenever a customer requests a refund within 24 hours of the purchase, we always attempt to void the order instead of processing a refund.
After processing a full refund, you are required to stop the customer access to the product online via Member Mouse.

Procedure

Step 1: Log in to Sticky.io

Use the username and password that you were provided and ensure that you use the correct cases when inputting the password.

Step 2: Select the “Customers” option to the top left of the page

Step 3: Select the “Orders” option.

This will take you to the orders dashboard.

Step 4: Enter the full name, email address, phone number, or order number of the customer you want to find.

You may just enter the email address unless you are having trouble locating the client's account.

Step 5: After entering the information, select the “Show Results” option or press ENTER on your keyboard.

If the customer has multiple charges it will show with different order numbers.

After searching for any orders or entering an order details page, the window will refresh and appear to remain the same. No worries, simply scroll down and you will see the orders that were located by the system, if any.

Step 6: Select the order the customer is querying by clicking on the order number, located to the left under the “Order ID” column, in the list of orders that were found.

This will open the transaction details. Please remember to scroll down to view your results.

NOTE: There are two methods that can be used to process a refund. Both will be reviewed below. The first method will be displayed between “Step 7” to “Step 9” and the second method will be displayed between “Step 10” to “Step 13”.

PLEASE NOTE THAT YOU CAN ONLY VOID AN ORDER USING THE FIRST METHOD OUTLINED BELOW.

Step 7 (METHOD 1): After entering the order details page, scroll down until you see the “Refund/Void” option.

When an order is an active subscription you will see the option to keep the subscription active after the refund or to stop it as indicated by the red line to the far right below. If you select NO, the subscription will be stopped after refunding/voiding the order. If you select YES, the subscription will remain active.

If the order does not have a subscription the option above will not be present (as can be seen below).

Step 8: Enter the amount of money that you would like to be refunded in the text box where the dollar amount is located and then select the Refund option. If you would like to void an order, do not adjust the dollar amount as the entire amount will be voided (select Refund/Void according to the company policy outlined above). An additional window will pop up after VOID or REFUND is selected. Below are the different windows for both VOID and REFUND.

VOID OPTION (Notice that the window will ask if you would like to keep the subscription active).

REFUND OPTION (Notice that if it asks you to confirm if you want the subscription)

Step 9: Please select the Note Type and enter the reason for the Refund/Void in the section for notes and select YES or VOID (Refunds have the YES option and Voids have the VOID option). When leaving notes, please ensure that you are clear and concise.

Template for adding notes in SIO:

Issue:
Reso:
Refund/Void: N/Y (If yes, include information if it was a partial or full refund)
Follow up?: N/Y
Escalation: N/Y

Issue: Detail the specific concern or issue the customer has with the product or program.

Resolution: Provide comprehensive information given to the customer, including any specific retention offers related to the program.

Refund: Specify if the refund was full or partial.

VOID OPTION

REFUND OPTION

Step 10 (METHOD 2): After entering the order at Step 6, scroll to the section labeled “Features” to the right hand corner of the page and click the Refund Icon which is displayed as a dollar bill in the circle below.

Step 11: A new window will pop up after you select the Refund Icon. From this window you will first select the amount of money you wish to refund, then select the Refund Note Type and input notes in the Refund Notes section.

Step 12: If the order has an active subscription and you would like to cancel it after the refund, leave the checkbox below clear and select the “Cancelation Note Type” as well as put in notes in the “Cancelation Notes” section.

Step 13: If the order has an active subscription and you would like to keep the subscription active after the refund is done, please click the checkbox circled in the image below (notice that the option for cancelation notes above has disappeared).

Step 14: After processing a refund with either method shown above, scroll down to the “Order History” section located at the bottom of the page and you should see the notes that you left as well as the Refund/Void “Trans ID”. You may copy that ID number and provide it to the customer.

Step 15: After processing the refund the order status icon, located to the right of the order summary will change to a new icon showing a minus sign as shown below

(PLEASE NOTE THAT A PARTIAL REFUND WILL SHOW BOTH THE ICONS FOR AN APPROVED AND REFUNDED STATUS).

BEFORE REFUND

AFTER REFUND (FULL REFUND)

AFTER REFUND (PARTIAL REFUND)

NOTE: An automatic email is sent to the customer once the refund has been processed successfully.

Creating New Order in Sticky.io

Overview

All products/programs can be processed in sticky using the correct campaign number

Decline orders that are flagged as fraud should not be unflagged, instead create the order from scratch using the correct campaign number.

The customer’s information should be properly inputted in the system.

Never verify a customer’s card information while placing the order.

Procedure

Step 1: Log into Sticky.io. Click on “New Order” located at the top right hand corner of the screen and select the correct campaign number. When Purchasing main virtual programs, select CUSTOMER SERVICE (13) as the Campaign. For Spanish programs, please use either the (30) MetaBoost Connection ES or (37) One and Done ES campaigns.

Step 2: Select the applicable Offer. Use Customer Service to purchase non-subscriptions and SLS and ABTC where applicable. If you select ABTC, please ensure that you uncheck the Trial checkbox if you do not want to give the customer a 7 Day Free Trial before they are charged (Please note that if the trial is selected, the grand total will be $0).

Step 3: Click on Select a Product and choose the correct product/program the customer is interested in. Fill out the customer’s information in the fields provided.

Step 4: Complete the Shipping information and ensure that the correct Country, State, Email and Phone Number are inputted. If the billing address is the same as the shipping address, please check the box as yes. If not, check no and input the billing information below.

Step 5: Complete the credit card information and ensure that you have the correct card type, card number, expiration date and security PIN. Once this completed, select PROCESS ORDER.

Step 6: If the order is successfully processed you will receive a prompt with the order number. If not, the prompt will notify you that the order was not successful and indicate why.

Note: If there is a tax amount. Please ensure that you notify the customer.

Step 7: Never close the call before the customer is able to login and view her programs.

Changing Recurring Product in Sticky.io

When a client requests to change the product on the monthly subscription, make sure you mention the cost of the new product and the exact date that they will be charged. Send an email confirmation of the changes.

Procedure

Step 1: Search for the customer's account using full name, email address, phone number or order number of the customer you want to find.

Step 2: After entering the information, select the “Show Results.” option or press "Enter" on your keyboard.

If the customer has multiple charges it will show with different order numbers.

Step 3: To get further details about the order, simply click on the order ID.

Step 4: Select the “Change Recurring Product Icon” indicated by the two arrows pointed in opposing directions.

Step 5: Go to NEW NEXT RECURRING PRODUCT and select the desired new product from the options listed and select UPDATE.

Step 6: Click OK and the changes will be completed.

Step 7: Ensure that you leave notes stating that the change was made and why.

Updating Payment Info When declined

Procedure

Step 1: Access the customer’s account in Sticky.io and locate the last approved payment for the customer. Place that subscription on hold (stop the subscription).

Step 2: Locate the customer's account in MemberMouse and pause the subscription there as well.

Step 3: Go back to Sticky.io and Click on the option “ NEW ORDER”. NB: ALWAYS remember to choose “Customer Service” as your campaign.

Step 4: Fill in the necessary information to create a new order with a NEW EMAIL ADDRESS and CREDIT CARD NUMBER. Once an order is placed, update the customer.

Step 5: If the customer has other programs on the old email you can comp them to the new email used to place the order and cancel the membership on the old account. This way the customer can easily access all their programs under one account.

Creating New Order When Declined as Fraud (Sticky.io)

All products/programs can be processed in sticky using the correct campaign number

Decline orders that are flagged as fraud should not be unflagged, instead create the order (Manual Order Creation over the phone) from scratch using the correct campaign number.

The customer’s information should be properly inputted in the system.

Procedure

Step 1: If a customer’s order is declined as fraud, the search view will show an icon with a Thumbs Down as seen below.

Step 2: Click on the Order ID and view the reason for the Fraud decline by scrolling down to the HISTORY Section.

Step 3: In the options shown above the order was declined as Fraud as a result of the customer being more than 500 KM from his billing address when attempting to make the purchase. When this happens, DO NOT UNCHECK THE FRAUD OPTION. Go to the SOP for Creating a New Order (https://docs.google.com/document/d/1uzHvEMRZZwzDLzkhRAURkZflFOfjoGbb0Gg24O9YJrE/edit?ts=6074d26d) and create a new order using the CUSTOMER SERVICE (13) as the Campaign. For Spanish programs, please use either the (30) MetaBoost Connection ES or (37) One and Done ES campaigns. This will override the Fraud feature and allow the order to be processed.

Step 4: If the order is not successful after using (13) Customer Service, please advise the customer to contact their bank as it may be that the bank has put a block on the transaction due to suspicious activity. You may also ask the customer to try to make the transaction with a different credit card and email.

If the client is out of the US, please make sure their bank is aware they are making an international purchase to Svelte in the US.

SPECIAL NOTES:

DO NOT TRY TO MAKE THE SAME PURCHASE WITH THE SAME CARD MORE THAN 2 TIMES IF IT IS DECLINED
BEFORE PLACING THE ORDER, USE THE FIRST 6 AND LAST 4 DIGITS OF THE CREDIT CARD TO NUMBER TO CHECK IF THERE ARE MULTIPLE TRANSACTIONS WITH THE CREDIT CARD, JUST IN CASE THE SYSTEM AS INDEED RECOGNIZED AN ACTUAL FRAUD ATTEMPT.

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