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Inbound Customer ServiceCorporate Name- FMG Capital, LLC

Campaign-VITA YOUTHToll-Free US: 1 (800) 761-8039

Customer Care ManualThis Manual represents the user guide to providing our customers the best in customer care. It is our goal to give the customers the support that results in high buyer satisfaction and allows us to show that our company is consumer-centric in all aspects of interaction with our customers.

The following is the outline of the information that is provided in this manual. It will be specific for each of our products.

About VITA YOUTH

VITA YOUTH supplies the most luxurious skin care products to help your skin look its best at any age. We source only the highest quality skin care and moisturizing products using patented formulations. Our products nourish and repair your skin and help your natural beauty shine through.



VitaYouth Cream contains the advanced ingredient Matryxl Polypentapeptide. It is a face firming peptide that can help reduce the appearance of fine lines and wrinkles. Derived directly from nature, Matryxl Polypentapeptide is proven to turn back the natural effects of the aging process at the cellular level, changing the face of beauty skin care products forever.

VitaYouth Cream is a revolutionary anti-wrinkle serum that’s been referred to as a natural alternative to medical procedures. It is a dual action product that works instantly to tighten the skin, reducing fine lines and wrinkles, while at the same time building the collagen and elastin under the skin for more long term results.

Main Ingredients-



KEY BENEFITSThis amazing daily moisturizer combines potent lab ingredients with nature's powerhouse skincare solutions to help keep skin firm, supple and hydrated while combating the effects of aging.

Our VitaYouth Cream has been clinically proven to: Reduce fine lines and wrinkles Diminish dark circles Hydrate tone and tighten skin Increase Collagen Production

Enhance the skin's natural defenses, preventing future damage.

Vitayouthserum Advanced Phytoceramide Formula works effectively to target and eliminate the root cause of premature aging that is lack of hydration and loosening of skin epidermis. Vitayouthserum helps preserve and increase the levels of collagen and elastin the two compounds responsible for fighting wrinkles and fine lines. Preserving the firmness and smoothness of your skin.

Advanced Anti- Aging Phytoceramide Formula The distinctive formula acts as potent moisturizer, improving skin hydration. Helps with skin brightening and reduction in appearance of wrinkles, fine lines, dark circles and

puffiness. Improves Collagen Production Preserves & Boosts Collagen Levels in the skin epidermis, , hence improving the

strength & quality of the skin barrier. Helps improve quality of the skin barrier to prevent premature aging. Increases Skin Elasticity Advances the level of skin elasticity, increasing firmness, reducing micro-wrinkles

and providing improved hydration. Works at a cellular level to strengthen the dermal matrix.



FREE TRIAL PRICE POINT STEP 1Customer will be billed $4.95 for shipping on trial start date. Customer will be billed $99.95 on day 15 for 1st month (original trial).

Day 1: (Start Trial) $0.00 for product + $4.95 S&H Day 14: (End Trial Payment) $99.95 for product Day 31: (2nd Shipment) $95.00 for product + $4.95 S&H The VitaYouth Preferred Membership Program continues every 30 days thereafter until

cancelledStep 2:Customer will be billed $5.97 for shipping on trial start date. Customer will be billed $89.95 on day 15 for 1st month (original trial).

Day 1: (Start Trial) $0.00 for product + $5.97 S&H Day 15: (End Trial Payment) $89.95 for product Day 31: (2nd Shipment) $89.95 for product + $5.97 S&H The VitaYouth Preferred Membership Program continues every 30 days thereafter until

cancelled

Terms & Conditions Website Step 1

Start your 14 day trial now and you will receive a 1 month supply of Vita Youth (with a retail price of $99.95). Your 14 day trial period begins at the time you place your order. During your 14 day trial period, you can evaluate the results you get from this 100% natural product. If you are not 100% delighted with your first shipment, just call us anytime within the first two weeks toll free at 1-800-761-8039 Monday through Friday 9am EST“ 6pm EST and we will give you the Return Authorization Number. When you accept this offer you will also, beginning 30 days after your trial starts and continuing every 30 days thereafter, get a 1 month supply of Vita Youth at the same discount price of only $99.95. You may quickly and easily modify or cancel your membership at any time by calling 1-800-761-8039. There is no minimum purchase and you can cancel at any time.

http://vitayouthcream.com/offer3/



Terms & Conditions Website Step 2

Start your 15 day trial now and you will receive a 1 month supply of Vita Youth Serum (with a retail price of $89.95). Your 15 day trial period begins the day you place your order. During your 15 day trial period, you can evaluate the results you get from this 100% natural product. If you are not 100% delighted with your first shipment, just call us anytime within the first two weeks toll free at 1-800-761-8039 Monday through Friday 9am – 6pm EST and we will give you the Return Authorization Number. When you accept this offer you will also, beginning 30 days after your trial starts and continuing every 30 days thereafter, get a new 2 month supply of Vita Youth Serum at the same discount price of only $89.95 and receive FREE SHIPPING. You may quickly and easily modify or cancel your membership at any time by calling 1-800-761-8039. There is no minimum purchase and you can cancel at any time.

Return Address:VitaYouth Return Department2049 N. Lincoln St.Burbank CA 91504RMA # ___________________Be sure to write your RMA # on the outside of the envelope for proper account credit.

The Return Policy

GUARANTEE If you ordered Vita Youth and tried it, but saw no difference, we will happily refund your money. There are certain guidelines to our generous return policy. These guidelines are listed below:1. You must request a return within thirty (30) days of your order date.2. If you ordered more than one jar of Vita Youth, you must return the additional jars in unopened, untampered-with condition.3. Please click here to contact us for a Return Merchandise number. Your number will be issued via email and will be necessary to complete the return and refund.4. Once you receive a RMA number please package your return and write the return order number clearly on the package. Please note that we will not be able to offer a refund on partially returned orders, so make sure that everything is there.5. Please ship the package to the address provided with your RMA number.6. Your refund will be issued via the same method that payment was made. If you paid with your credit card, your refund may not appear until next month's statement7. Note: Due to the generous nature of our policy we do strictly enforce the following Terms and Conditions:

The $4.95 shipping charge is non-refundable. In the event that a "free shipping" item is returned, $4.95 will be deducted from the final credit to cover shipping costs.

Re-order constitutes satisfaction and voids the guarantee All customers must contact customer service before returning their product. Returned products without

a return authorization number will be refused. No returns will be accepted if postmarked more than 30 days after the date of your order. We cannot accept packages marked "Return to Sender.”

http://vitayouthserum.com/v1



SAVES OPTIONSIn Trial (meaning customer has only been billed shipping):

1. Build value offer trial extension2. 25% Discount going forward3. 50% Discount going forward4. If customer still insists on cancelling, we should offer the discounts to force bill and stop

recurring, 25% with drop down to 50%5. If still NO, provide RMA, return info and advise tracking

Post Trial (customer has been billed at least 1 product price charge):1. Build product value and offer to push ship date out2. Offer 25% discount going forward/refund on most recent charge if asked!3. Offer 50% discount going forward refund on most recent charge if asked!4. If customer is still requesting refund offer Last Ditch (below)5. Last Ditch – Keep Product at 50% refund stop recurring!

Same Day Order Cancellation: Can void orders the same day 1st time orders. Meaning if the customer placed the trial today and

they call because they change their mind, you should try to save but you can void the account.o To void find the section of the account that is names “void/refund” and click the word

void highlighted in blue and note the account. Cannot void after the date of order and there is no way to stop the shipment after date of order. Cannot void trial conversion or auto shipment charges Offer all saves possible if customer declines provide return information and advise tracking.

Consumer Agency Threat: If a customer threatens Attorney General, Better Business Bureau, charge back/ dispute, and or

FTC rebut ONCE.

Example: Ma’am/Sir, I do understand you are upset but I have seen instances like this before. The bank will initially give you your money back when you file a dispute. After that they investigate the charge you are disputing and ask us for our Terms and Conditions and a screen shot of where you had agreed to them, once we have provided this information they will remove the funds from your account without warning. Once you file that Chargeback, we can no longer assist you with a refund. I really want to help you and see you get the most money back as possible. Let’s go ahead and refund 50% of what you were billed to avoid that, ok”

If customer accepts issue partial refund If the customer continues to threaten advise that you will refund up front and allow to keep

product.



If customer threatens make sure you note what they threatened in the account i.e. attorney general, better business bureau, dispute etc

Immediate Correction of Company Errors: Will correct agent error, try to save but if you cannot provide return information and customer

will be refunded when we receive it back. If customer starts to escalate about waiting for refund then refund up front.

Will correct shipping delay, meaning if customer does not get it for 2 weeks we can extend the trial date or ship date if the customer calls customer service.

Will correct product damage, give customer return info and submit a reship request for reshipment.

Re-Shipment Policy: 14 day reship policy

There is only one reship per order for the customer. If customer has no tracking, tracking confirms delivery to the wrong address or product was damaged we would reship the customer. Once a reship is sent we have to wait the reship time (14 days) to allow the customer to receive the reshipment. If customer does not receive the reshipment we can refund in full. We would have to wait 14 days before we can refund and you have to go off the notes. If it shows in the notes the customer was escalated for reship on 6/1 we cannot refund the customer until 6/14.

If the customer has tracking that confirms delivery to their address and they say that they have not received it we will reship for that customer too. Difference is if customer does not receive the reshipment we can only PARTIALLY refund due to having a tracking # that confirms delivery and the reship is a courtesy. If customer threatens refund in full.

There are only 2 ways we immediately reship.

1. If the customer has received damaged product2. If customers tracking on their account shows delivered to the wrong address

All other issues i.e. no tracking or tracking that confirms delivery will have to wait 14 days.

If the customer has tracking that confirms delivery to the customer provide the customer with the tracking number and ask them to bring it to their local post office to help them locate the package. Give customer the 14th to call back on and let them know we can reship at that time.

Example: If the customer ordered on 6/1 and they call on 6/7. Provide tracking number and tell them to call back on 6/14 if they still have not received and we will reship for free.

If there is no tracking advise the customer we have to allow the postal service 14 days to deliver the package. Give the customer the 14th day to call us back on and let them know we will reship for free at that time.



Return Authorization: We do not accept packages with marked refused or returned to sender. Customer has to call customer service to cancel. Customer cannot cancel via email. RMA is generated in the system by finding the section that says RMA. Choose the reason and

click generate RMA link. RMA should only be generated for damaged product unless the customer is in trial and returning or threatening and you have rebutted properly.

Customer is required to get tracking. If the customer was suppose to be canceled and was not. Try to get the customer to return the

package prior to being refunded. If customer is highly irate WE CAN MAKE AN EXCEPTION and refund up front tell customer to refuse the package due to agent error.

Continuity Discontinuation Policies: A customer may discontinue their continuity program at any time. If the customer cancels

within trial they are required to return. There is a support email but if the customer does not receive cancellation conformation email

they are not successfully canceled. The best way for the customer to cancel is to call CS

Chargeback Policies: If a customer has a documented chargeback in their account then they are not eligible to place

any further orders with us. If customer is inquiring about a refund and have filed a dispute they would need to contact their

bank If customer calls with bank on the line 1st confirm if a dispute was filed. If customer calls with bank on the line and has already filed a dispute and they are looking for

information then follow terms to a “T”. Do not give any notation information only order dates and if/when the customer called to cancel/ MBG policy etc. Always note the outcome of the call.

If the customer is calling with the bank on the line before they file a dispute, as long as it is within 90 days of the charge, refund the customer the most recent charge, provide return information and note the account clearly.

We can only refund most recent charge if customer is threatening charge back/ dispute policies. Unless it is agent error.

Delivery Recommendations for Products to be Returned to Us: Customer is required to get tracking We are not responsible for lost or stolen items If customer can provide tracking that we have received it back agent can refund only if it is

noted in the account that the return was authorized to avoid a threat made.



If customer does not have tracking we have to wait for fulfillment to process the package and refund.

Unverifiable Return of Product Policy:If customer calls in and is looking for a refund for returned product

1. Ask for a tracking number to confirm we have received it back. If customer can provide this than refund the customer only if it is noted in the account that the return was authorized to avoid threat made and note the tracking number in the account.

If customer does not have tracking look in the account to see if it is noted that the fulfillment has processed the package.

If customer does not have tracking and there are no notes in the account advise the customer that we have to wait until the fulfillment center processes the package and notes they will refund the account. This process can take 30-60 days without a tracking number because packages are processed in the order they are received.

Credit Processing: If customer cannot provide tracking we have to wait on fulfillment to process the

package and note the account which time frame can range for 30-60 days from the day it is received at our warehouse.

Continuity Shipment Date Modifications: We can push the trial out max of 7 days from end of trial date unless there is a shipping delay.

Then we can accommodate the customer. We can move the next ship date out a total of 90 days maximum

Customer Email Opt-In Policy:It is required that you review the email section of each customer’s account that you access. If the email address is listed, you must verify it with the customer and update the information if the customer advises you it has changed.

If there is no email address listed, you are required to ask the customer if they would like to provide one by using the following required (verbatim) scripting:

“Do you have an email address that you would like to provide to us so that we may send you information about your order, and occasional emails about special offers and promotions? “

about vita youth - argomarketinggroup.comargomarketinggroup.com/shiftp/vita...

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