LL - Handling adverse reactions (or adverse events)

Please watch this video: https://www.loom.com/share/f778928385c6442d92cf16495b384204

An adverse reaction is a physical complaint like a headache, gastrointestinal upset, or a rash that the customer has or perceives to have as a result of taking our product.  

All adverse reactions must be documented on the Zoho Complaint form:

• #1 The receiving CH agent will reply to the customer and arrange for a refund when appropriate, assigning the ticket to the Refund team.
  What’s changed?
  #2 The receiving CH agent will note the adverse reaction clearly and add that it also needs to be logged by the Refund team.#3 The refund team will add the adverse reaction to the Zoho complaint form when they log the refund.
  • If no refund is due, the receiving agent should still note the reaction and assign the ticket to the refund team.

  • The refund team will be responsible for adding the adverse reaction to the Zoho complaint form and the CH-adverse-reactions slack channel when deemed “serious”. 

    Sample note of Adverse reaction assigned to the Refund team when “no refund” needs to be processed.

In the case a customer reports an adverse reaction, we should advise them to stop use immediately, and contact their physician if the symptoms persist. 

• If it is a mild reaction - and the customer seems willing to return on their own, send return instructions if they have any unopened product remaining. Refund will be issued upon return, however the ticket should be assigned to the Refund team to document the complaint now. It will be updated with refund info once the customer notifies us of the return.  
• If it is a more severe reaction OR the customer is visibly upset because they had a reaction -  issue a refund immediately and do not send return instructions - consult with a Manager about sending a label to collect any more than 1 unopened bottle. Fill out the complaint form. 
• If the customer visited their doctor, or a hospital (E.R or admitted) issue a refund immediately, and do not send return instructions - consult with your manager about sending a label to collect any more than 1 unopened bottle. Fill out the form and then post the complaint in the CH ADVERSE REACTIONS channel in slack.

What is considered Mild?

Mild reactions usually described as of minor significance include

• Digestive disturbances (such as nausea, constipation, diarrhea, heartburn, GERD, indigestion, burping, gas)
• Mild headaches (not migraines or "severe")
• Fatigue
• Muscle aches
• Malaise (a general feeling of illness or discomfort)
• Changes in sleep patterns (couldn't sleep, too sleepy)

However, even when mild -  reactions can be very distressing to people who experience them. If a customer is "distressed" or "upset" we should empathize, refund immediately, and not ask them to return the product, seek assistance if there are multiple bottles remaining, we may be able to send a label. 

Any time the customer is WILLING to return the product on their own let them :-) they might say, "how can I return these?", "I'd like to return these" etc 

What is considered Severe?

Severe reactions include those that may be life-threatening (such as liver failure, abnormal heart rhythms, and certain types of allergic reactions), that result in persistent or significant disability or hospitalization, and that cause a birth defect. Severe reactions are relatively rare. People who develop a severe reaction usually must stop using the drug and must be treated.

• If they visited their doctor, a hospital, or an emergency room - treat it as severe
• If they use words to describe their reaction as "severe", "massive", "very bad", "or terrible" - treat it as severe. 
• If a person reports a severe reaction - we refund immediately and do not ask them to return the product. You must contact post this in the adverse events slack channel and contact your manager. 

What if a customer never consumed the product? If a customer reports that they have an allergy or sensitivity to an ingredient, or that their doctor advised them not to take it --  and did not physically take the product then we do not consider it an adverse reaction and we do not need to document it on the AR sheet.  However, you should add that to your notes. 

Didn't consume the product  -(No need to document) 

*allergy

*sensitivity

*medical advised against 

DID consume the product  -(must document) 

*allergy

*sensitivity

*medical advised against 

We have 3 Saved replies for Adverse Reactions

• SR #1 - Adverse Reaction - Non-Serious Side Effect (Refund + Return)

Hi {%customer.firstName,fallback=%}, 

Thank you for writing in. I'm very sorry to hear you aren't feeling well. 

I'm writing to let you know that we formulated (PRODUCT) to be safe, non-addictive, with few mild temporary side effects and we are also not aware of any potential drug or supplement interactions.

That said, if you feel you are having a reaction to our product, please stop use immediately, and if your symptoms persist please contact your personal physician.

I have issued you a refund of ($$). You should see that post back to your original form of payment within about 5-10 business days depending on your bank's procedures. 

Please return your remaining unopened bottles by following these return instructions: 

(insert return instructions)  1. Your Order ID is: 2. Your Lot # is:  3. Your RMA is:

Again {%customer.firstName,fallback=%}, I'm very sorry the product isn't working out as you expected. We sincerely want to help you reach your health goals. 

We have a variety of products that you can choose from which might be suitable for you. You can visit our website again for the list of our products or you may click: 

If there's anything I can do to help you troubleshoot please let me know. 

• SR #2 Adverse Reaction - Serious, went to ER, hospital, or doctor (Refund + No return)

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

Thank you for writing in. I'm very sorry to hear you aren't feeling well. Please make sure to discontinue using the product and consult with your health practitioner should your symptoms persist. 

I have issued you a full refund for (PRODUCT) in the amount of ($xxx). You should see that amount posted back to your original form of payment within about 5-10 business days depending on your bank's procedures.

Also, please look for a separate email with a return label within 24/48 hrs so you can return the unopened bottles you have remaining.

Again {%customer.firstName,fallback=%}, I'm very sorry the product didn't work out as you expected. We sincerely want you to reach your health goals and I hope you stay on a healthy plan.

If there's anything I can do to help you please let me know. 

• SR #3 Adverse Reaction - Cancelled VIP Subscription

Hi {%customer.firstName,fallback=%}

*** CUSTOMER SEEKING TO HAVE MEDICAL EXPENSES PAID ***

Adverse Reactions for Amazon orders -