Inbound Customer Service
Corporate Name- Zeros Media Group LLC
Campaign- Nubella Garcinia / Green Root Cleanse
Toll-Free US: 1-800-***-****
1-800-***-****
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 The Nubella Garcinia Fat Burning Complex & Green Root Premium Cleanse
About Nubella Garcinia Fat Burning Complex
Nubella Garcinia is produced with care in our state-of-the-art labs, without chemical additives, fillers, or binders. The best thing about it is that it works in two ways to give you results twice as fast!
First, it stops fat in its tracks, by preventing the formation of new fat. Secondly, it curbs your appetite, which decreases your calorie intake. No more dieting, or spending hours on the treadmill, without seeing real results!
This miraculous fruit, shaped like a small pumpkin, grows in Southeast Asia and India. It's finally broken into the spotlight, as the most talked about weight loss revolution today.
The secret of Garcinia Cambogia is found in the rind of the fruit--it's called HCA (Hydroxycitric Acid) and its mother nature's answer for healthy, effective weight loss!
Hydroxycitirc AcidorHCA is Garcinia Cambogia’s powerful fat melting substancethat has the amazing ability to inhibit the #1 enzyme that your body needs to make fat from carbohydrates. It helps you turn sugars into energy instead of accumulating fat in your body, plus it supports healthy cholesterol levels.
It also helps turn off your fat switch by reducing the levels of one of your body’s main hormones for weight loss, Leptin. Leptin is your body’s #1 hunger-regulating hormone produced in your fat cells. Excess body fat also means excess Leptin in your body.
Lastly, HCA helps you reduce your calorie intake by increasing your serotonin levels. Serotonin is also known as the“feel-good hormone”. HCA improves your mood and suppresses the urge to react to stressful situations with food.
How are people taking Garcinia Cambogia losing weight without diet or exercise? The answer is simple and exciting: HCA, the active component in Garcinia, is known for its many benefits. It works as an appetite suppressant, helping you feel full, as well as boosts your mood and energy levels. This boost makes you feel great, sleep better, and helps you avoid emotional eating.
Benefits :
· Burns fat
· Suppresses Appetite
· Keeps the weight off
· Boots your metabolism
· Clinically proven ingredients
http://nubellagarcinia.com/
About Green Root Cleanse
This highly sophisticated cleansing and detox formulation by Premium Cleanse includes a wide variety of beneficial fibers, nutrients, and minerals that flush sooth and heal your colon.
Your colon may be clogged, inflamed, and leaking HARMFUL TOXINS into the rest of your body!
Triggered by poor diet, food allergies, stress, drugs, antibiotics, Candida (yeast) and fatty acid deficiencies, a clogged, inflamed colon can trigger a vicious cycle of health problems.
Anybody can sell you another harsh laxative-based "cleanse" Premium Cleanse knows that you don't want to strip the colon "clean" with laxatives because this kills good bacteria in your gut and causes further inflammation.
Benefits :
· Flush your Colon of toxic build-up
· Remove parasites & bacteria
· Clear out clogged sections of the gastrointestinal tract
· Increase Energy
· Boost your Vitality
https://greenrootcleanse.com/
FREE TRIAL PRICE POINT
Nubella Garcinia – Customers are sent 30 day supply for $4.95 s&h with 14 day trial. At end of 14 day trial, customer is enrolled in auto-ship program and will receive 30 day supply every month after trial ends (first recurring shipment sent 30 days after rebill/date trial ends). Trial shipment and all future shipments cost $69.71. 30 day MBG (from receipt of product). Can return empty, need RMA.
· Day 1: (Start Trial) $0.00 for product + $4.95 S&H
· Day 15: (1st Month) $69.71 for product
· Day 45: (2nd Month) $69.71 for product
· Recurring continues until customer cancels account
Green Root Cleanse) – Customers are sent 30 day supply for $5.87 s&h with 14 day trial. At end of 14 day trial period, customer is enrolled in auto-ship program and will receive 30 day supply every month after trial ends (first recurring shipment sent 30 days after rebill/date trial ends). Trial shipment and all future shipments cost $78.62. 30 day MBG (from receipt of product). Can return empty, need RMA.
· Day 1: (Start Trial) $0.00 for product + $5.87 S&H
· Day 15: (1st Month) $78.62 for product
· Day 45: (2nd Month) $78.62 for product
· Recurring continues until customer cancels account
Terms and Conditions:You have taken advantage of a trial of “Product Name”. You will be sent a 30 Day Supply of “Product Name” and pay only the reduced shipping and processing fee of $*.**. Orders are sent via USPS and typically will be delivered in 4-5 days. During your 14 day trial period, if you decide that “Product Name” is not for you, you can just email, call or click on the easy cancel link to cancel your trial and you will not be charged. At the end of the 14 day trial, you need to do nothing and you will be enrolled in the auto-ship program and will receive a 30 day supply every month until you tell us to stop. By placing your order, you authorize that your trial shipment and each future shipment my card will be billed in the amount of $*.**. 14 days later and $*.**.each 30 days after that. Of course you can call to cancel any time to avoid future shipments and each shipment will always be covered by a 30 day money back return guarantee. All you have to do is call within 30 days of receipt; return the jar with your return number as instructed - even if it is empty.
SAVES OPTIONS
In Trial (meaning customer has only been billed shipping):
1. Build value offer trial extension
2. 25% Discount going forward
3. 50% Discount going forward
Post Trial (customer has been billed at least 1 product price charge):
1. Build product value and offer to push ship date out
2. Offer 25% discount going forward
3. Offer 50% discount going forward
If the customer declines all saves and is requesting a refund, we can offer 25% with a drop down to 50% as a refund on the most recent charge only. Offer to add the customer to our Preferred Customer VIP Club, which includes exclusive discounts, promos, and the chance to try new products for FREE and give us feedback before the products are available to the general public.
RETURNS
We work with Hashtag Fulfillment to ship all orders.
To return a product for an exchange or FULL refund you will need to obtain a Return Merchandise Authorization (RMA) number by contacting Customer service. An RMA number can ONLY be obtained by contacting Customer Service.
Please Note:
1) We cannot process or refund packages marked "Return to Sender."
2) Refunds will be issued to the same credit card that was charged when ordering the product. 3) To ensure a refund is processed for you, please send returns to the address provided along with your RMA number. The RMA number must be clearly written on the package that you are sending back.
4) Depending on the bank that issues the credit card you used, your refund can take up to thirty 30 days to appear on your credit card statement. Most customers see their refund within 3-5 days of our processing the refund. If you have any questions about whether a refund has been issued please contact our support department.
5) The product must be in the same condition that it was shipped to you. Returned products must be sent to the following address. 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.
Fulfillment Center
RMA #
PO Box 13491, St Petersburg, FL 33733
Important:
1) We will NOT accept, and thus, cannot issue a refund for any package that is marked "refused" or "return to sender". You must obtain an RMA number.
2) If you do not receive your shipment within 5 business days from the date you place your order, please contact us immediately so we can address the situation accordingly.
3) Multiple refunds for purchases processed in multiple months are NOT permitted - i.e. we will only consider refunding the most recent month's transaction and never multiple past months.
4) Shipping and Handling cost are NOT refundable.
5) You are responsible for any cost incurred to package and safely return the product to our fulfillment facility.
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 a customer threatens Attorney General, Better Business Bureau, charge back/ dispute, and or FTC 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 customer accepts issue partial refund
· If the customer continues to threaten advise that you will refund up front and provide return information.
o Refund the customer’s product price by going to the void/refund section and clicking refund highlighted in blue.
o Provide RMA, return address , advise tracking and note the account
· If customer threatens make sure you note what they threatened in the account i.e. attorney general, better business bureau, dispute etc
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 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:
14 day reship policy
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. Once a reship is sent we have to wait the reship time (14 days) to allow the customer to receive the reshipment. If customer does not receive the reshipment we can refund in full. We would have to wait 14 days before we can refund and you have to go off the notes. If it shows in the notes the customer was escalated for reship on 6/1 we cannot refund the customer until 6/14.
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 the reshipment we can only PARTIALLY refund due to having a tracking # that confirms delivery and the reship is a courtesy. If customer threatens refund in full.
There are only 2 ways we immediately reship.
1. If the customer has received damaged product
2. If customers tracking on their account shows delivered to the wrong address
All other issues i.e. no tracking or tracking that confirms delivery will have to wait 14 days.
· 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 14th to call back on and let them know we can reship at that time.