LL - Declined Order Contact Process

Declined Order Contact Process

OVERVIEW:

Access the decline lead list in zoho reports.
- Claim your lead by adding the appropriate tags.
- Call the customer to obtain their consent to reprocess the order.
  - You should call the customer up to 5x in order to reach them.
  - Leave a voicemail on the first time you call, but not on the subsequent calls.
  - Voicemail SCRIPT: (see below)
- If you don’t reach the customer after the 2nd call, you should text the customer from DialPad to ask to reprocess a declined order. Then try to call again.
  - TEXT SCRIPT: (see below)
- LEAVE A NOTE IN ZOHO with the details of your call/s, text/s, VM, and plan to follow up with the customer, if you didn’t reach them. If you did reach them, note your discussion and if an order was placed or not.
  - When needed, set a follow up task in zoho to remind yourself to follow up.

CHECK FOR RETURN CALLS IN THE HELPSCOUT EMAIL BOX
CHECK FOR A REPLY TO THE TEXT IN DIALPAD
Don’t forget to upset the customer profile in DialPad.

LIVE CALLS

Upsell: If you speak to the customer by phone you should always include an upsell offer for a specific product/s.
- UPSELL PITCH:
  - I see you ordered Total Package Serum, have you heard about our Complete Eye Serum and Total Neck Cream, they pair very well with Total Package Serum?
  - I see you ordered Reactivate! Have you heard about our Total Package Serum and Total Neck cream, they pair very well with reactivate, so you are working on your skin health from the inside and topically too?

PLACING AN ORDER

After you obtain consent from the customer to reprocess their order, you will process the order order in zoho.
All orders should be placed via ZOHO / New Order Tab.
DO NOT try the same credit card more than 3x, even if the customer asks you to continue running the same card.
After 3x (including any tries the customer already made) ask for an alternate card or ask the customer to call their bank.
- “I’m sorry our company policy is no more than 3x on the same card. This is to protect you and prevent your bank from blocking your card. If you have a different card, lets try that”. If they don’t have a different card, “We can wait 24 hours and try this card again” - set a follow up call and keep it.
You must receive explicit consent from the customer to reprocess the order for EVERY ITEM included in the order BEFORE re-trying the card.
- This can be done by confirming the items in the order before placing the order.
Once you place the order, thank the customer for their business, let them know their order should leave our warehouse by the next business day, etc.
Note that the order was place, along with the order id.

NOTES

HeroCo needs to have visibility into all customer transactions.
- All calls are automatically recorded.
- ALL messages or texts need to be visible to HeroCo by being sent via Dialpad text or Helpscout email.
You should always post a note in (zoho) with your name/team stating what you did: called, texted, left a VM or spoke to the customer asking permission to reprocess and did/did not receive their consent.
- Always note your method of contacting the customer to your note (call/text/email).
- Always note any actions you took, along with the order id if the order was processed.
- Note any special discounts, instructions, or follow up calls you plan to make to the customer.
For declined orders, state that you asked permission to reprocess and did/did not receive their consent.
If consent to reprocess arrives later, you should post another note. (Customer did or did not consent to reprocess must always be noted).
It is a good idea to add that you tagged the lead, just in case your tag gets inadvertently removed or there a technical issue.

NOTE EXAMPLES

TJ/DT- (Called customer, placed order, order id)

Jane/DT - (Called customer/no answer, sent SMS and obtained consent to reprocess declined order id: 12345)

Jay/WC: (Called customer, she declined the upsell)

Andee/WC: (called customer, no answer, sent text message, no response - f/u task set for tomorrow)

Andee/WC: I sent a text to the customer asking for permission to reprocess their declined order . Awaiting a response. F/u task set for tuesday 3/15/24

Nixon/WCk: customer replied via text with consent to reprocess declined order id 12345. Order reprocessed - new order id 22345.

SPECIAL REQUESTS

Add any customer service requests, refunds, or cancellations to your team help channel in slack and a member of the CH team will take care of it.

COMMISSION

You’ll receive 2% of the order total of every order you reprocess.
You’ll receive 5% commission when you are able to upsell the customer.
- If there is NO upsell on the order you’ll enter (OUT) into the C3.
- If you are able to upsell them you’ll enter (UPSELL) into the C3.
  1. These codes are for commission purposes, if you enter the wrong code you will not earn commission on the order.

MESSAGE EXAMPLES

Voice message: Hi this is Lori with Sun Coast Sciences. I’m calling to follow up on the order for (PRODUCT) you placed today. I think we have an outdated or expired credit card because the order didn’t process. Please call us back at (number) so we can update your account and get your order shipped out right away. Again the number is: (number). Have a great day!

Text message A: Hello this is (NAME) with Dr. Rosenberg regarding your Sun Coast Sciences order. Unfortunately, your card was declined. Please reply to this message with YES to grant us permission to reprocess the order. Add the PRODUCT NAME AND QTY to the end of your message.

Text message B: Hello this is (NAME) with Dr. Rosenberg regarding your Sun Coast Sciences order. Unfortunately, your card was declined. Please check for a message from your card to verify the order. Let us know when you have verified the order so we can put your order through to shipping. Or type YES to grant us permission to try your card again. Add the product name and QTY to the end of your message.

Example:

cc: https://docs.google.com/document/d/12bmxIeIsm6xQZAjwu32L5jAhRSAWZ9O0U69QaBTL1kk/edit?usp=sharing