LL - How to handle Radiant Me refunds

Radiant Me orders are processed through Stripe and Sticky.io as of May 2020.

As of May 2, 2023 we now offer PayPal as a method of payment for Radiant Me


Radiant Me digital products and supplements have different handling rules. If you are seeking information on handling supplements, please go to the bottom half of this article.


All Radiant Me products come with a 1 year from the date of purchase refund promise. Our products are here to help our members reach their goals, and if we fall short of that for them, they get their money back. Simple as that.

Digital Products Refund Requests:

There are technically no exchanges, but you can make that happen for someone who requests it which would avoid a refund. 


If a member seems unsure that a refund is the right move, maybe they need to wait a few weeks before they can get started, you can first approach this request as problem-solving. Setting good expectations about their membership can go a long way in saving those we can keep - even if that's just for a little bit longer.


If they are adamant about receiving a refund = process the refund.

If they write in to say, "I gave it a chance and had negative experience!" = process the refund. We can still offer troubleshooting help, suggestions for future success, and be overall helpful, but we also stand behind our refund promise.

  • Search for the member in SI by email address. If you find her order there, you can refund it like all other SI orders.
  • In the RAD MM site, if they are requesting a refund for all programs they have, Cancel all active bundles. 
    • If they are requesting a refund for one or two programs but not all, just Cancel the bundle(s) they requested to be refunded. 
    • If all programs are being refunded, after you have Cancelled all the active bundles, go back to the General tab and Delete Member. 
  • If the order(s) did not process in SI, go to the Radiant Me refunds tab in the CHO, and fill out the required information. If they are keeping a portion of their order, note the product being refunded in the If not All area. If there is nothing there, Elana will assume that all orders found in Stripe needs to be refunded. Tell Elana this has been added in the team channel in Slack. Once Elana refunds in Stripe, that checkbox will be marked. 
  • Send a reply to the customer using the Refunded saved response.
  • Use the Email Unsubscribe workflow to assign the ticket to Sybil for email unsub handling.
  • Sybil will then assign the ticket to Team RME Group Admin in an Active status so they can check the FB group for removal if they joined while they were a member.

Supplement Refund Requests:


Our goal is to reclaim as much un-opened & useable product as we can (up to 1 year from purchase).

First, be familiar with our Return Instructions - 

https://radiant-me.helpscoutdocs.com/article/1878-radiant-me-return-instructions

Understand our return policy: 

  • To claim a refund via our 365-day guarantee we ask the customer to return remaining un-opened product in exchange for a full refund. 
  • Since we provide free shipping up front, the customer is responsible to pay for the cost of returning their remaining items. 
  • Once the customer returns their package and sends us the return tracking number for their return we will promptly process an immediate refund for their entire order.  
  • If the customer returns the product directly to our warehouse and does not provide the return tracking number to us, their refund will be issued once their items are received and processed by our warehouse (this can take 14-21 days).
  • If the customer notifies us that they have returned a package and doesn't provide a return tracking number our first course of action is to ask them for the return tracking. If they are unable to locate it, then we can go ahead and issue a refund. 
  • We normally do NOT vary from this return policy. However, if a customer becomes angry or agitated and refuses to return remaining items, agents can escalate the ticket using the return label workflow for investigation to see if we can make an exception and provide a return label. 

Remember:

  • Our goal is to collect as much remaining un-opened product as we can. 
  • Always look up the order so you understand how much or how many bottles they ordered. Look at the dates. If they ordered 3 bottles and it's been only 1 month - it's safe to assume they have 2 bottles remaining. Email return instructions.
  • If you are UNSURE if the customer has any remaining unopened products, then ALWAYS email the return instructions. The only time this rule doesn't apply is IF the customer has complained of a serious adverse reaction to our product.
  • If the customer doesn't indicate if their product has been used/opened, then always assume they haven't opened it.  
  • Avoid telling the customer that if a product is "opened" they do not need to return it. Doing so may encourage them to purchase other products and say they opened them all in order to avoid returning them.
  • If a customer indicates they have used or opened ALL of their product, we say, "Per our 365 guarantee, we are happy to issue you a refund, and I will notate your account that I did not ask you to return your opened bottles".
  • Since we have a 1-year guarantee, we only ask for returns up to 1 year from purchase. If it's been more than 1 yr since the purchase, no need to ask them to return anything. 
  • We do not refund after 365 days except under special circumstances - like the customer had a physical illness that prevented them from asking for a refund - or they purchased during our "lifetime" guarantee time. Of course,  if this arises, consult your team lead for advice.
    • 365 is calculated from the delivery date. However, if an item was on back order then we can make an exception - 1 yr from receipt of the product. Shipping delays are not the customer's fault. 
    • We prefer not to refund after 365 days but instead, offer store credit so they can try a different product (or the same one). 
    • For a time we advertised a "lifetime guarantee" and it's difficult to know who might have purchased during that time. When you are unsure, quote the 365 and if the customer brings up "lifetime" then we will honor it. 
    • Some CCs do not accept refunds after 90 or 180 days so if you are unable to refund the CC card, our billing specialist can assist with a PayPal refund. The customer will need to set up a PayPal account and we will need the email address they use to log in to that account in order to send them funds.
  • We always encourage the customer to return their unopened product on their own, however, there are instances where they might refuse to do so. In cases where they have more than 1 unopened bottle (2 or more) you should make 2 attempts:
    • 1. Send return instructions. 
    • 2. Remind them that we do not pay for return shipping since we provide free shipping up front. 
    • 3. If they still refuse, add the tag: "return label request" and a member of the fulfillment team will investigate if a label is appropriate and assume communication with the customer. 
  • If a customer says they've sent back the product but do not have proof that they returned the package, it's ok to make an exception and issue a refund. 
    • As a first course of action, ask them if they have the tracking number from their returned package. If they are unable to provide it, move to refund the customer anyway. 

What is the 1 bottle rule?

  • 1 bottle (or more) - All Opened  / automatic full refund!
  • 1 bottle - not opened - first send return instructions - if the customer refuses to return 1 bottle, make an exception by issuing a full refund and let them keep the 1 bottle. 
  • More than 1 bottle  - not opened (or you aren't sure) - always send return instructions first - the customer will let you know if they have used it all. If not and the customer refuses to return unopened bottles we let them know (again) that since we provide free shipping up front, we do not pay for return shipping. 
  • If the customer refuses again, at this point we can investigate if a return label is appropriate. Don't confirm that a label will be sent to the customer - add the tag "return label request" and your ticket will be reviewed by our billing team, they will send a label to reply to the customer at this point.

Return - Refund Guidelines: 

1. We only issue refunds when the customer ASKS for a refund. If they don't ask for a refund we assume they are seeking help in using the product. 

Unless:

A. If There is an escalated customer service issue, then we should proactively try to save the customer. (partial refund, replacement, full refund when applicable). Always start at $10 or 10% off or a free bottle. Agents can refund up to 30% - for more, please seek a manager's assistance.

B. There is a serious adverse reaction - (customer seeks medical attention) agent should give a full refund immediately and ask for a label for the return of multiple bottles. Add the tag "return label request".

2. When it's obvious they've used all their product and have nothing to return ---> receiving agent should refund now.

3. IF they have any amount of Un-Opened Bottles remaining---> agent should send return instructions and close the ticket/assign to anyone.

4. When the customer replies with the information needed for us to issue their refund - the receiving agent will run the return/refund workflow which auto-notates and assigns the ticket to the Billings/Fulfillment to do the refund. 

Subscription Rules:

1. If a customer wants to RETURN an item that is on subscription generally they also want to cancel the subscription. Be aware that there might be circumstances where a customer wants a refund but doesn't want to cancel the entire subscription - but this is rare. In cases where you aren't sure, go ahead and cancel the subscription and let the customer know that we can always reinstate it if they want.

2. On subscriptions, we only refund the individual order the customer is returning. 

Unless:

A. They ask for a Full Refund on all orders - however, this is unusual.

For example - They have a subscription for 6 bottles every 6 months - They've used 3 bottles in 3 months' time and want to return the remaining 3 bottles. 

Actions - Cancel the Sub. Send return instructions. When the customer emails us with the info needed to process the refund, run the return/refund workflow in HelpScout. 

*This rule always applies to SUBS unless the customer specifically states they want to be refunded for everything. 

Refunds: 

How long does it take for a refund to be processed once assigned to Refunds Team?

  • We process refund requests in the order they are received. Most are processed within 24 hours, however, during busy times, it may take up to 72 hours for a refund to be processed. 

How long does it take for a refund to post back to the customer account AFTER we process it? 

  • After we process a refund, it typically takes 3-5 business days for it to be posted back in the customer's account, however, occasionally we have seen it take up to 10 days. The amount of time it takes to post back depends upon the customer bank's procedures. 

To cover all scenarios when we reply to a customer about their refund we should say: 

"  I'm sorry to hear that (PRODUCT) didn't meet your needs and I thank you for considering (BRAND) in your quest for (personalized your email here).

Any credits due back to you will be applied to the card used to place your order(s). 

Refunds typically take between 3 and 10 business days to appear back in your account, depending on your card issuer’s processing times. "

Refund due to a credit card has been stolen or used fraudulently

Any legitimate sounding fraud cases indicated by a customer and also fraud cases where a banking institution or card issuer has called us with questions may be refunded after request. When a refund is requested from the customer who is claiming fraud *or* from the banking institution or card issuer requesting a refund(s), take care of them efficiently and ensure that a courtesy refund or refunds will be applied towards the account.  Always let them know it will take 3-5 business days to receive the refund(s), and ensure that a proper resolution has been given for the matter at hand. 

In addition, in sticky.io make sure to check the Fraud Box. 

See these Saved replies to help you:

SP: Orders - Return Instructions - RMA

SP: Orders - Refund Issued - Nothing to Return

SP: Orders - Refund Issued - Return Tracking Received

SP: Orders - Return Shipment Received - Refund Issued

SP: FloraThin Probiotic Stomach Upset & Return Instructions

SP: Orders - Return Request - M.D says not to use

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