LL - TSM Declined Order Salvage

If a customer's order has been declined, and they aren't able to quickly resolve the issue, there's a chance we've lost them entirely. We want them to be able to get the program they were excited for so they can get started and find their success stories in their dating and social lives.


Team TSM has an opportunity for those who would like to reach out to those folks to help them complete their order.


To contact customers with a declined order:

Step 1: Log in to Sticky.io, and go to the Orders page.

Step 2: Search for the date you'd like to follow up on, and the product ids for GFAS, Desire, HOW2, and Online Domination: 886, 860, 733, 1410

Step 3: In the order sorting options above the orders details, select Declined

Step 4: Expand how many records it shows so you can see all of that day's on a single page.

Step 5: Access the TSM Declined Order Follow Ups sheet


Step 6: Search the customer's email address to make sure a purchase hasn’t been made since they were added, and to get their phone number. Then, search in Help Scout to see if the customer made a PayPal purchase. When you search in Sticky.io, if an order has been made, it will show in the customer's order history. The name will appear as clickable, and you will see the Approved icon in the Status box.

Step 6.1: In the Decline Order Follow Ups sheet, log the details of the people you'll be reaching out to.

  • Declined Order ID
  • Date of decline
  • First name
  • Last name
  • Phone number
  • Timezone/call times
  • Email address

Other interactions in this sheet include a way of noting when you do the 1st call and result of that call, plus the 1st email, the ticket number of that email, and the date of this attempt. A place to mark your 2nd email follow up, and a box for when it results in a completed order. You'll list the Approved Order ID last, and then there's a place for you to keep notes for yourself.


Step 7: If they have not purchased since the initial decline, and they haven't already contacted us for help, call them to offer help placing the order. 

Below you will find 2 scripts - What to say when you get them on the phone, and what to say when you leave a VM. Then mark "Left VM, No VM avail, or Spoke" in Phone call result. 


The info in the SI Decline Reasons tab of the CHO will help you with the reason for the decline. Use this information to know if the decline was not due to user error like they put the card number in wrong. You should know this information by the time you get around to picking up the phone, so use the decline reason given to tailor your VM.


Step 7.1: Based on where they are in the world, if you find that you cannot call someone, skip to sending an email.


Step 8: After you have made that call, check the Called box and select the call result. send them an email using the SR - Declined Order - Email 1 (text below). Make the ticket pending, and assigned to yourself, so that a follow-up can be done. Tag = declined


Step 9: 3 days later, if they have not replied by phone or email, check to see if they have purchased. 


Step 10: If they have not purchased yet send Declined Order - Email 2. Close this ticket, assigned to Anyone. Check the Email 2 box in the tracker.


Step 11: If they want to place the order with you, it must be done over the phone and full details must be gathered. Check the Approved order box, and enter the Approved order ID

  • Use - (239) TSM Customer Happiness from the New Order button at the top of the Orders page in SI.
  • Never ever use Place New Order from the option nestled inside a previous order attempt.

VM Script:

Hi HIS NAME, this is YOUR NAME with The Social Man. I'm calling you today because I noticed you recently had some trouble placing an order for PROGRAM NAME, and I wanted to reach out to you and offer my assistance.

*I recommend reaching out to your card issuer first to clear up any fraud suspicion blocks *, and then give me a callback or reply to the email I'll be sending you, and we can get you started on your path to finding your success stories!

Thanks for your interest in The Social Man, HIS NAME, I can't wait to assist you further!



Live call script:

Hi, this is YOUR NAME with The Social Man. I was hoping to speak with HIS NAME about his recent interest in one of our courses. Is this HIS NAME and is now a good time to talk?

  • If his order was declined due to anything other than user error (card number entered incorrectly), you'll want to let him know he'll probably want to call his bank to clear up any fraud suspicion blocks, but you're happy to try to run that order right now just in case it processes and then he won't have to go through that hassle. 
  • If he wants to contact them first, reassure him that you're holding his copy at today's pricing so that when he's ready, it'll be the same price he sees today. He can then call us, or email us to let us know he's ready to place the order. Let him know that you will be sending him an email that also contains a link back to the checkout page if he would like to do that himself. 
  • When placing the order, be sure to start one from scratch using (239) TSM Customer Happiness

End things with a value statement - We look forward to welcoming you as a new Social Man member soon, HIS NAME! or, We look forward to assisting you with adding PROGRAM to your member account, HIS NAME, and thank you for being a Social Man since TIMEFRAME (March/2013, etc)

Declined Order - Email 1

SUBJECT:  Oops, your order didn't process!

Hi {%customer.firstName,fallback=%}, 

I'm {%user.firstName%} from The Social Man Customer Happiness team, and I hope this email finds you well.

I tried to call you today, but I was unable to reach you [and left you a voicemail about why I was calling.] [or leave a voicemail message about why I was calling.] I'm sorry if my call came at an inconvenient time to speak! 

While I was auditing orders, I noticed you attempted to purchase (PROGRAM), but there was an error with your order and it didn’t process due to a decline by your card issuer. I'm so sorry about that.

Don’t worry though, we still have a few copies left and I have reserved one for you for a few days. If you'd like us to try to reprocess the order again, just give us a call and we’ll get you all taken care of. 

​1-888-405-1915 (24/7 - US toll-free)

Christian went through a lot of pain, struggle and sacrifice to figure all of this out, and we’d love to help you get on track with techniques particular to your situation so you don't go through the same. 

Thanks again, {%customer.firstName,fallback=%}, for your interest in the programs offered by The Social Man. If you need anything else, I'm here and happy to help. ^_^

Declined Order - Email 2 

Subject: Your offer from The Social Man is about to expire!

Hi {%customer.firstName,fallback=%}, 

It's {%user.firstName%} again, from The Social Man Customer Happiness team.

I called and wrote you a few days ago because I noticed you attempted to purchase PROGRAM NAME but there was an error with your order and it didn’t process due to a decline by your card issuer. 

I had reserved a copy for you for a few days just in case you wanted me to try to reprocess your order again. 

If you have any questions about our courses, I can help make sure it's right for you and your membership goals. 

Of course, if you need help completing this purchase (or have interest in one of the other stellar programs offered here at The Social Man), please call me at the number below.

Again {%customer.firstName,fallback=%}, thanks for your interest. I'm looking forward to hearing back from you. 


Declined Order - Email 3 Order Processed NEW

SUBJECT:  Welcome to The Social Man!

Hi {%customer.firstName,fallback=%}, 

It’s {%user.firstName%} from The Social Man, and on behalf of the entire team, I would like to take this opportunity to welcome you as a new member.

The life-changing goals you possess are encouraging, and we are fired up at the thought of what your future holds!

Here at The Social Man, we pride ourselves on offering our members responsive, competent, and excellent support. You guys are the most important part of our business, and we work tirelessly to ensure your complete satisfaction - now, and for as long as you are a member.

If you have any questions along the way or need assistance adding another one of our programs to your list, you can reply to this email or call us at (888) 405-1915 (24/7 - US toll-free).

Again {%customer.firstName,fallback=%}, we couldn’t be happier that you’ve joined us here at The Social Man. We look forward to hearing your success stories soon! ^_^


Declined Order - Email 3 Order Processed EXISTING

Subject: PROGRAM Unlocked! Thank You!

Hello {%customer.firstName,fallback=%},

Thank you so much for being a repeat customer. I love that you are learning and growing, and that The Social Man has been such a critical part of that journey!

It was also my pleasure to assist in placing an order for PROGRAM in the amount of $XX.XX USD.

Your order confirmation email is heading your way now, and you’ll be able to access these materials at your convenience.

Your new program has been unlocked to your member account so you can dive in whenever you're ready to get started.

Please also rest assured that this new order does not enroll you in any new subscription trials. No future charges will appear on your statement unless you decide to order a new course.

For your convenience, you can use your existing login details to get started.

To access your programs and member account, please go to the following website (and bookmark this for future use!):

https://community.thesocialman.com

Your username is {%customer.email,fallback=%}

If you cannot locate your password, please visit the link for a password reset message to be sent to your email account.

If you run into any difficulty with the password reset, we can set a temporary password and email you the new login details.

I hope you continue to love your Social Man membership, {%customer.firstName,fallback=%}, and we can't wait to hear your success stories! ^_^

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