LL - HB Declined Order Process

• Watch the Video: https://www.loom.com/share/238cd0aabae04cc39e2f964c13c9c0b3
• Access Declined Orders in RC & Sticky.io
• In Recharge go to the Orders tab then select Charge Errors (do this for each company that uses Recharge SCS, VFI, DML)
• View the list of declined orders 
  • In Sticky.io

• Track the Declines on the sheet https://docs.google.com/spreadsheets/d/19x9ELywtea1TmZgAj5VcMI64QMIpWtixHLTFDpqoDv4/edit?usp=sharing
• Email the customer a notification (see below)
• Call the customer and leave a VM if possible 

Email Subject: Oops your order didn't ship 

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

Thank you for being a valued XXX customer!  I'm {%user.firstName%} with the XXX Customer Happiness team and I'm writing to let you know that your order was declined today for:

>>PASTE PRODUCT /QTY/FREQUENCY & PRICE HERE (VC+ - 3 bottles delivered every 90 days at $xxx)

Don't worry, I'm happy to help you get this fixed because I know you're missing your favorite product!

Here are some options for you:

1. please update your card here - click on billing information, then update card: (INSERT LINK)

2. please give us a call at XXXXX and we're happy to update it for you

If you can't think of any reason why your card would be declined, you may want to reach out to your bank and get details from them on why they declined the charge.

I'm very sorry for the delay but I am looking forward to hearing back from you so we can get your order on it's way, {%customer.firstName,fallback=%}! 

Voicemail Script - (if you are unable to call due to a time zone issue, you can note the timezone on your email note then assign the ticket to call next (add call next tag and leave the ticket active) 

Hi Name, this is Name from the (COMPANY) customer happiness team. I'm calling to let you know that unfortunately, your order for (PRODUCT) was declined. Please give us a call back so we can update your account and get your order shipped out to you. You can call us at (nUMBEr) or I just sent you an email with details about how to update your order. Thanks again & have a great day! 

If you are doing "call next" - https://www.loom.com/share/6b14de72bafd4a819fa4b2801a7460f2