LL - Health Brand AutoRefill Cancel Script
Customer: I'm calling to cancel my subscription for (product).
Agent: "I am sorry to hear the product has not worked out. I'm happy to get that cancelled for you".
Please Verify Your Account Info >> Name on Account, Email, Best Phone to call you back on ~ Thank you! - Look up in Help Scout first, if there, update the customer profile. If not, start a new profile because you will need to send a follow up email. From here you can then determine where to go to take action on the subscription.
Apply the save a sale script here ---> ( Save a Sale)
Agent ask: May I ask what made you change your mind? Or " can you tell me a little more about your experience with the product? Is there anything we could have done better?" (...Don't worry this doesn't effect your ability to cancel or be refunded - I've already cancelled your account)"
Note: If there is a customer service type issue (or something that we can potentially fix, like they are over stocked, or will be out of town, going on vacation, seems like they want to skip an order, keep forgetting to take it, etc. - Agent will offer HELP or to adjust their account instead of cancelling).
Agents are required to address the concern and offer to fix or help, but not get pushy. Only need to offer ONCE.
Example:
Customer - I have too much already.
Agent - I understand how that happens! I'm happy to adjust your account to skip some orders, would that work better?
Customer - No, I'd rather just cancel and re-up when I'm ready.
Agent - OK no problem, let me get that set up for you.
Example:
Customer - I can't remember to take it.
Agent - That is a common concern we hear because of the instructions to take 30 mins prior to a meal. The reason we have that is because the research was performed that way. However, you should take it as soon as you remember and will still get the same results. Would you like to continue trying it, maybe set a reminder on your phone to take it?
Customer - No, I'd rather just cancel and re-order when I'm ready.
Agent - OK no problem, let me get that set up for you.
Next Steps:
- Shopify>recharge to cancel or edit sub
- Sticky>to cancel or edit sub
- Check shipstation for new orders that are on hold
- Check warehouse for orders that are on back order
- for new orders that haven't shipped cancel and refund
- if they have shipped cancel the sub and send return instructions
Fill out Adverse reaction form if needed
Notate & set tasks
Send a follow up email