Ageless Eyes and Derma Youth Pro

Hampton Health LLC

Skin Care Products

Inbound Customer Service

Support Emails:

Hampton Health Skin Care Products

Customer Care Manual

This Manual represents the user guide to providing our customers the best in customer care. It is our goal to give the customers the support that results in high buyer satisfaction and allows us to show that our company is consumer-centric in all aspects of interaction with our customers.

The following is the outline of the information that is provided in this manual. It will be specific for each of our products.

CRM: Limelight

Log Ins:

See “CRM Login section” of shift planner.

URL’S

www.eyemaximizer.com (used to be Ageless Eyes)

www.wrinkleclearer.com (used to be Derma Youth Pro)

Product information

Benefits:

Ageless Eyes/Eye Maximizer:

· Revitalize your skin around your eyes

· Get rid of that “tired look”

· Diminish appearance of fine lines and wrinkles

· Reduce signs of crows feet and wrinkles around the eye area

· Noticable results after first application

Derma Youth Pro/Wrinkle Reducer:

· Reduce the appearance of fine lines and wrinkles

· Moisturize the skin

· Leaves skin glowing and radiant

· Reduces signs of premature aging

· All over facial skin recovery cream

Ingredients:

Usage:

Ageless Eyes/Eye Maximizer: On cleansed skin mornings and evenings, apply treatment around eye area, under eyes, outer corners and eyelids, until cream is completely absorbed.

Derma Youth Pro/Wrinkle Reducer: Use 2 pumps twice daily on cleansed skin. Apply with fingertips or cotton pad massaging serum in upward motion toward forehead until full absorbed.

Main Policies and Procedures:

Offers: Old Trial Customers and Straight sale offers only:

Trial Offer (Ageless Eyes and Derma Youth Pro):

Derma Youth Pro/Wrinkle Reducer:

Day 1: 2.95 GB

Day 14: $75.95 GB

Day 30: $75.95 + S&H

Ageless Eyes/Eye Maximizer:

Day 1: 4.95 GB

Day 14: $79.95 GB

Day 30: $79.95 + S&H

Straight Sale Offers:

Derma Youth Pro/Wrinkle Reducer:

$75.95 GB

Ageless Eyes/Eye Maximizer:

$79.95 GB

Save Offers:

1. Build benefits, reiterate 30 Day MBG, offer to push next ship date out/customize continuity/extend trial

2. 25% discount going forward/25% can be refunded if necessary to save the sale

3. 50% discount going forward/50% can be refunded if necessary to save the sale

4. Can offer the customer to pay for what they have at a discounted rate and cancel after that if the customer does not like the idea of auto shipments.

Pricing Grid:

Product Price / 25% discount/refund amount / End Cost / 50% discount/refund amount / End Cost
$75.95 / $18.99 / $56.96 / $37.98 / $37.98
$79.95 / $19.99 / $59.96 / $39.98 / $39.98

The Return Policy:

· 30 day money back guarantee on open and unopen product.

· Package MUST be back in fulfillment within 30 days of package purchase date

· Only most recent shipment is eligible for a refund

· There is no restocking fee

· S&H is non refundable

· Refused or marked Return to sender packages are non refundable

· If product is damaged issue return information and submit a reship request for a reshipment. We do not need to wait for damage product to be returned.

Return Address:

International returns
Returns
P.O. Box 17453

Edinburgh

EH12 1LD

We are not responsible for lost or stolen items. We recommend all returned items to be sent using some type of delivery confirmation system to ensure proper delivery.

Same day order cancellation:

· Can void orders the same day 1st time orders. Meaning if the customer placed the trial today and they call because they change their mind, you should try to save but you can void the account.

o To void find the section of the account that is names “void/refund” and click the word void highlighted in blue and note the account.

· Cannot void after the date of order and there is no way to stop the shipment after date of order.

· Cannot void trial conversion or auto shipment charges

· Offer all saves possible if customer declines provide return information and advise tracking.

Consumer Agency Threat:

IF the customer threatens and is within the MBG (unopened) express that we have not problem refunding them all we ask is the customer return the package and waive RSF. If customer continues to threaten refund up front and clearly note the account that a threat was made. Customer still has to return the product.

If the customer is outside the MBG (opened or unopened)

· If a customer threatens back/ dispute rebut ONCE.

Example: Ma’am/Sir, I do understand you are upset but I have seen instances like this before. The bank will initially give you your money back when you file a dispute. After that they investigate the charge you are disputing and ask us for our Terms and Conditions and a screen shot of where you had agreed to them, once we have provided this information they will remove the funds from your account without warning. Once you file that Chargeback, we can no longer assist you with a refund. I really want to help you and see you get the most money back as possible. Let’s go ahead and refund 50% of what you were billed to avoid that, ok”

· If a customer threatens BBB or Attorney General rebut once

Example: Ma’am/Sir, I do understand you are upset and we apologize for any misunderstanding/ confusion about the terms. The terms apply to all trial orders placed with us but we are willing to work with you because we really want to help you today. You are outside the MBG but I would be willing to issue a 50% credit right now and that will show up in 1-5 business days in your account. That sounds fair, right?!

· If customer accepts issue partial refund

· If the customer continues to threaten provide return info and tell the customer they will be refunded once they return the product.

· If the customer continues to threaten advise that you will refund up front and provide return information.

· Refund the customer’s product price by going to the void/refund section and clicking refund highlighted in blue.

· Provide RMA, return address , advise tracking and note the account

· Can cave on more than 1 charge if a threat of BBB or AG is made

Immediate Correction of Company Errors:

· Will correct agent error, try to save but if you cannot provide return information and customer will be refunded when we receive it back. If customer starts to escalate about waiting for refund then refund up front.

· Will correct shipping delay, meaning if customer does not get it for 2 weeks we can extend the money back guarantee, trial date or ship date if the customer calls customer service..

· Will correct product damage, give customer return info and submit a reship request for reshipment.

Re-Shipment Policy:

30 day reship policy for CA and UK, 14 Day reship policy for US. Policy procedure is the same only the amount of days is different.

You can reship in the system if the customer has a tracking # on their account. If they do not you would need to send a reship request. Follow the reship policy to a “T”

There is only one reship per order for the customer. If customer has no tracking, tracking confirms delivery to the wrong address or product was damaged we would reship the customer. We have to wait the reship time to allow the customer to receive the reshipment. If customer does not receive reship or if they receive another damaged product than we have to refund in full. We would have to wait 30 days before we can refund and you have to go off the history/notes in the account. If it shows in the history “post reshipment to molding box with the same tracking #” You would start the 30 days from the date that is noted in the history. If the customer has no tracking than you would go off the agent notes that state sent reship request. If the customer was escalated for reship on 6/1 we cannot refund the customer until 6/30.

If the customer has tracking that confirms delivery to their address and they say that they have not received it we will reship for that customer too. Difference is if customer does not receive reship we can only PARTIALLY refund due to having a tracking # that confirms delivery and the reship is a courtesy. If customer threatens follow the consumer agency threat policy.

If customer does not receive all of what they ordered (ordered 3 but only received 1) we will reship immediately. We have to wait the reship time to allow the customer to receive the reshipment. If customer does not receive reship we will refund the difference for the product that the customer did not receive.

There are only 3 ways we immediately reship.

1. If the customer has received damaged product or not all bottles

2. If customers tracking on their account shows delivered to the wrong address

3. If the customer does not receive entire quantity that they ordered.

All other issues i.e. no tracking or tracking that confirms delivery will have to wait 30 days from date of order.

· If the customer has tracking that confirms delivery to the customer provide the customer with the tracking number and ask them to bring it to their local post office to help them locate the package. Give customer the 30th to call back on and let them know we can reship at that time.

Example: If the customer ordered on 6/1 and they call on 6/14. Provide tracking number and tell them to call back on 6/30 if they still have not received and we will reship for free.

· If there is no tracking advise the customer we have to allow the postal service 30 days to deliver the package. Give the customer the 30th day to call us back on and let them know we will reship for free at that time.

Return Authorization:

· We do not accept packages with marked refused or returned to sender.

· RMA is generated in the system by finding the section that says RMA. Choose the reason and click generate RMA link.

· Customer is required to get tracking.

· Advise customer of date the product HAS to be back by in order to be eligible for refund

· If the customer was suppose to be canceled and was not. Try to get the customer to return the package prior to being refunded. If customer is highly irate WE CAN MAKE AN EXCEPTION and refund up front tell customer to refuse the package due to agent error.

Continuity Discontinuation Policies:

· A customer may discontinue their continuity program at any time.

· 30 day money back guarantee on most recent product.

· Check order date to confirm if within the money back guarantee. The money back guarantee is 30 days from order date, and package MUST be back WITHIN 30 days.

· If customer has more than one product for Hampton Health they will have a new guarantee with each shipment. If they cancel one it does not affect the other.

Chargeback Policies:

· If a customer has a documented chargeback in their account then they are not eligible to place any further orders with us.

· If customer is inquiring about a refund and has filed a dispute they would need to contact their bank

· If customer calls with bank on the line confirm if a dispute was filed.

· If customer calls with bank on the line and has already filed a dispute and they are looking for information then follow terms to a “T”. Do not give any notation information only order dates and if/when the customer called to cancel/ MBG policy etc. Always note the outcome of the call.

· If the customer is calling with the bank on the line before they file a dispute, as long as it is within 90 days of the charge, refund the customer the most recent charge, provide return information and blacklist.

· We can only refund most recent charge if customer is threatening charge back/ dispute policies. Unless it is agent error.

Delivery Recommendations for Products to be returned to us:

· Customer is required to get tracking

· We are not responsible for lost or stolen items

· If customer can provide tracking that we have received it back agent can refund.

· If customer does not have tracking we have to wait for fulfillment to process the package and refund.

Unverifiable Return of Product Policy

If customer calls in and is looking for a refund for returned product

1. Ask for a tracking number to confirm we have received it back. If customer can provide this than refund the customer and note the tracking number in the account.

2. If customer does not have tracking look in the account to see if it is noted that the fulfillment has processed the package.

· If customer does not have tracking and there are no notes in the account advise the customer that we have to wait until the fulfillment center processes the package and notes they will refund the account. This process can take 30-60 days without a tracking number because packages are processed in the order they are received.

Credit Processing:

· If the customer can provide tracking for unopened product than agent can refund. Customer will see the refund in 3-5 business days after it is processed on our end.

· If customer cannot provide tracking we have to wait on fulfillment to process the package and note the account which time frame can range for 30-60 days from the day it is received at our warehouse.

Continuity Shipment Date Modifications:

· We can push the trial out max of 7 days from end of trial date unless there is a shipping delay. Then we can accommodate the customer.

· We can move the next ship date out a total of 90 days maximum