Push Innovation, LLC
Push Innovations CS
Skin Care
Inbound customer service
Support email: see grid within CCM
Website: see grid within CCM
CS #: see grid within CCM
Revised 1.12.2017
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: Will be in ARC.
Product Information:
ReNew Eye Cream: Apply 1-2 times per day on clean skin
Ingredients:
Water, C12-15 Alkyl Benzoate, Glycerin, Cyclopentasiloxane, Acrylate/Dimethicone Copolymer, Isohexadecane, Caprylic/Capric Triglyceride, Retinol, Ceramide-3, Spilanthes Acmella Flower Extract, Ribes Nigrum (Black Currant) Seed Extract, Eryngium Maritimum Callus Culture Filtrate. Avenanthramides, Silica, Betaine, Tocopheryl Acetate, Cetearyl Alcohol, Dimethicone, Cetyl Palmitate, Arachidyl Alcohol, Behenyl Alcohol, Arachidyl Glucoside, Trideceth-6 Phosphate, Laureth-23, Polysorbate-20, Polysorbate 80, Hydroxyethylcellulose, Sodium Acrylate/Sodium Acryloyldimethyl Taurate Copolymer Isohexadecane, Disodium EDTA, Aminomethyl Propanol, Caprylyl Glycol, Chlorphenesin, Phenoxyethanol
Main Policies and Procedures:
RENEW calls will most likely come through the Nuessence Eye gate you can assist. However should you find another product in the same LL account (Revitalize - has a spate CCM), please attempt to provide the correct customer service number to the caller. If they state that is the number they called, take down the descriptor from their statement, telephone number they called, which gate it came through and DNIS - note in the account and you can assist the caller at that point.. “Let me see if I can dig further to see if I can find that account”
Product / Trial Type / WebsiteRenew Eye Serum Campaign ID 44 for free product or straight sale. For Free product you will use product ID 71 / 14 day trail. Starts the day the order is placed / https://www.renewbeautycare.com/
Pricing / Support Email / Customer support Number
Day 1 shipped 30 day supply Day 14 NO PRODUCT SHIPPED customer is billed for the product already received Day 45 30 day supply shipped / / (888)403-7786
Save Options: ALL PRODUCTS
In Trial:
1. Build Value and offer trial extension (UP TO 30 DAYS FROM DATE OF ORDER, UNLESS SHIPPING ISSUE): Try not to offer discounts but you can if needed.
a. "I certainly understand that you wish to cancel your trial, however, if you cancel this early in the trial period the company asks for a return of the unused portion which includes a $9.95 processing fee. Alternatively, I can extend your trial to give you another 2 weeks to try that product risk free and hopefully you will start to see those results you are looking for. The new end date of the trial will be {Tell the customer the day BEFORE the end} and if you are still not happy with the product by that date, you can call us and cancel at that point and you will not be charged anything further. I think however that you will be very excited by your results, in which case you can call us and see if there are any discounts available, because we run specials all the time."
2. 35% discount to continue
3. 50% discount to continue
4. 75% discount to continue
5. Last ditch to pay the $9.95 restocking fee to keep
a. Only if customer refuses/becomes irate/threatening would we not charge the $9.95 per product
If customer declines all save options DO NOT issue an RMA, allow them to keep as a courtesy.
Post Trial:
1. Build value offer free bottle (up to 2 free bottles). Ensure to explain the value of the merchandise they are getting for free. The next ship-date can be adjusted to accommodate the caller.
a. MAXIMUM of 2 free bottles TOTAL, per customer.
2. 35% discount to continue + free bottle (up to 2 free bottles)
3. 50% discount to continue + free bottle (up to 2 free bottles)
4. 75% discount to continue + free bottle (up to 2 free bottles)
You can offer free product whether the customer is canceling or not. This is a great alternative with a no money back guarantee product.
The Return Policy:
No MONEY BACK GUARNATEE- - Unless the caller is irate/threatening, call is at 8 minutes no refunds to be offered. If the caller is doing one of those mentioned start offering partial refunds 35%, 50%, 75% this can be combined with free product.
We will refund cases of fraud (meaning none of the information on the account matches and you had to access by the credit card number)
A GREAT standard rebuttal for callers that are asking for a refund but we cannot provide is
“We deeply apologize that we are not able to provide a refund however that is why we are able to offer you free product and deeply discounted pricing going forward. I can completely understand why you are upset as I would feel the same way but I also know that the product is amazing and a lot of our customers report seeing reduction in wrinkles, tighter, firmer, softer, and overall more youthful appearance with continued use of 30-90 days. We can delay your account until (provide date up to 90 days max), use up the product that I am going to send to you. I am confident you will find love it but if not there is no obligation, simply give us a call and we will cancel your account. IF you do love it you would get a (provide discount amount) for the life of your account, OK!?”
· Only if customer is irate/threatening are you allowed to offer partial refunds AND IT HAS TO BE NOTED. If caller does not accept partial refunds and wants a full refund, DO NOT issue RMA simply refund in full
· If the customer calls after they have been billed for month 1 + and they have not received the package yet. If they are IRATE/THREATENING and you end up having to offer partial refunds – resulting in a full refund, you can advise the caller to refuse the package – THIS IS THE ONE TIME THAT IT IS OK TO ADVISE THE CUSTOMER TO REFUSE THE PACKAGE.
· If the customer was billed due to agent error attempt 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 – THIS IS THE SECOND TIME THAT IT IS OK TO ADVISE THE CUSTOMER TO REFUSE THE PACKAGE.
Return Address:
Renew Returns
PO BOX 25380
Santa Ana, CA 92799
Consumer Agency Threat: Any time a customer threatens it is VERY important that we satisfy thee customer but STILL use the PROPER REBUTTAL PROCEDURE
WE WILL ONLY REFUND MOST RECENT CHARGE within 30 DAYS UNLESS THE CALLER IS THREATENING ATTORNEY GENERAL, BBB, AND/OR DISPUTE. IF THE CALLER IS THREATENING THE 3 MENTIONED AGENCIES WE CAN REFUND 2 CHARGES BUT THIS IS A LAST RESORT. IF YOU HAVE TO REFUND THE MOST RECENT CHARGE IN FULL, YOU WILL ATTEMPT AT ALL COSTS TO NOT REFUND THE 2ND CHARGE IN FULL. STAND TOUGH BUT POLITE THAT IT IS WELL OUTSIDE 30 DAYS AND ISSUINNG A PARTIAL IS A COURTESY.
THE ONLY “THREATS” THAT YOU DO NOT HAVE TO FOLLOW THE REBUTTAL PROCEDURE FOR ARE CALLS WHERE THE BANK IS ON THE LINE AND HANG UPS. PLEASE SEE BELOW FOR THAT PROCEDURE
Even if the bank is on the line you will explain the terms of the trial and only offer partials if necessary leading up to full refunds. YOU DO NOT SIMPLY CAVE IF THE BANK IS ON THE LINE.
IF THE BANK IS ON THE LINE:
· Confirm if the dispute has already been filed or if this is a call prior to filing a dispute
o If the caller has already filed the dispute, explain why the charge occurred and cancel the account. DO NOT refund. If the customer is willing to drop the dispute and the bank can confirm this we will offer partial refunds leading up to full.
o If the caller has not filed a dispute:
§ Explain terms in an empathetic manner
§ Offer partials with free product – up to a full refund if absolutely necessary. If they are looking for multiple refunds, offer partials on the 2nd most recent transaction prior to resorting to full.
IF THE CALLER HANGS UP:
· Call the customer back immediately
· If the caller answers offer partials leading up to full refund, if necessary.
· If no answer REFUND IN FULL for the most recent transaction and leave a VM.
o If the customer calls back, confirm they did not file a dispute prior to fully refunding.
o If they have filed a dispute, if they can call back with the bank on the line to confirm the dispute will be dropped than we can refund the customer.
CONSIDERED A THREAT:
· Bank/Dispute/Charge-back
· Bank Representative or Bank Rep
· Better Business Bureau or BBB
· Attorney General or AG
· Lawyer/Legal action/Sue
· 3 or more calls or Repeat caller
· Federal Trade Commission
· Online reputation threats/Facebook/Tell friends
· Police threats
· Hang-ups
· Customer is fighting for a refund for over 8 minutes (without making a valid threat)
Rebuttal Procedure: Politely explain the dispute process
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 avoid that and refund (partial refund amount) and we will send you a free bottle as well, ok”
2nd Example: “We deeply apologize that we are not able to provide a refund however that is why we are able to offer you free product . I can completely understand why you are upset as I would feel the same way but I also know that the product is amazing and a lot of our customers report seeing reduction in wrinkles, tighter, firmer, softer, and overall more youthful appearance with continued use of 30-90 days. Use up the product that you currently have, I am going to send to you another months supply. I am confident you will find love it but if not there is no obligation, simply give us a call when you are ready to order more, OK!?”
· Offer free bottle(s) of product
· Offer 35% refund with free bottle(s)
· Offer 50% refund with free bottle(s)
· Offer 75% refund with free bottles(s) (use return shipping costs and restocking fee as a deterrent to persuade the customer to not return the merchandise)
· Full refund no free bottles
o There should be very few accounts that have to be refunding in full. Even when refunding in full the caller would have to return the product and they are responsible for the cost of shipping.
OTHER REBUTTAL EXAMPLES:
o Free Bottle(s)
§ “I do apologize but we can only accept unopened product in return. What I can do for you is send you a free bottle of (product name) a $____ value. We will cancel your account but this essentially cuts the price in half because you are getting 2 bottles for the price of one.”
IF YES: Send free bottle.
IF NO: Go to next refund percentage with free bottle.
o 35% refund with free bottle(s)
§ “You will have to pay the return shipping, once it is returned there will be a 9.95 restocking fee deducted from your refund, and it can take up to 30 days to see that refund reflect in your account. Instead we can send you a free bottle, which is a $___ value, AND give you a 35% refund. You will see that refund within the next 1-5 business days, OK!?
IF YES: Send free bottle and apply refund.
IF NO: Go to next refund percentage with free bottle.
o 50% refund with free bottle(s)
o 75% refund with free bottle(s)
o Provide RMA ONLY IF WITHIN the 30 DAY MBG and package is UNOPENED
§ If package is opened, they have to threaten to be offered a refund STILL HAS TO BE WITHIN 30 DAYS. Process is the same as listed above. You are required to follow this rebuttal procedure prior to promising a full refund. If you provide the caller a full refund, they still need to return.