LL - Free Product Over Partial Refunds for service related issues

Subject: Updated Policy for Service-Related Issues - Free Product Over Partial Refunds

Going forward, when addressing service-related concerns, we’d prefer to offer customers a free product rather than issuing a partial refund. 

This approach allows us to:

1. Provide the customer with something of tangible value (a product worth up to $50).
2. Maintain a positive relationship with the customer by resolving their issue in a meaningful way.
3. Reduce our refund rate, which supports our overall financial health.
4. Alleviate the fulfillment team from needing to create new shipments, as the customer will place the order themselves using the code.

To implement this, please follow these steps:

1. Provide the customer with a coupon code from the provided list, which can be applied for a $50 discount at checkout. 
   1. (COUPON LIST) - use the drop down to indicate you’ve given the code to a customer.
2. Include the direct link to our online store (www.suncoastsciences.com) so the customer can easily browse and select any item they’d like, up to $50.

A few important notes about the coupon codes:

• The code applies to the purchase of one product.
• The code cannot be combined with other offers or discounts.

While a free product will appease most customers, we realize it may not be fitting for every scenario, so please communicate with your TL or Mgr if you have any questions about what action is appropriate. 

Sample email: 

Thank you for reaching out and sharing your concerns. I apologize for any frustration caused by the delay in receiving your package.  

(Personalize, explain, etc). 

To make things right, we’d like to offer you a $50 discount on your next purchase. Please use the coupon code [COUPON CODE] at checkout on our website: www.suncoastsciences.com.

This allows you to choose any product you’d like, up to the $50 value! Please note that this coupon cannot be combined with other offers or discounts.

We appreciate your understanding and look forward to serving you again!