customer care manual -...

ClearlyFit, LLCGarcinia Cambogia Fit 1300, Cleanse Fit 1800, Green Coffee Bean Fit 800

Inbound Customer ServiceClearlyFit.com

cleanse.clearlyfit.comgarcinia2.clearlyfit.com

Customer Service Number 877-878-0926Updated 11/13/2014

Customer Care Manual

This 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.

CRM: Limelight

URL: https://www.cfoffers.com/admin

https://www.cfoffers.com/admin





Main Policies and Procedures:

Trial Terms and Price Point: Trial Offer and Straight Sale

Garcinia Cambogia Fit 1300 (Step 1) Colon Cleanse Fit 1800 (Step 2) Green Coffee Bean Fit 800 - Straight Sale upsell (non-recurring)

Customer will be billed $2.95 (Garcinia) or $3.95 (Cleanse) for Shipping & Handling on trial start date (Free shipping & Handling for Green Coffee Bean Upsell).

Customer will be billed $89.99 (Garcinia) and $84.95 (Cleanse) on day 15 for 1st month (end of original trial period).

One-time charge of $25.99 for Green Coffee Bean straight sale upsell.

Customer will then be billed $89.99 again (Garcinia) and $84.95 (Cleanse) at day 30, day 60, day 90, etc. See below:

Day 1: (Start Trial) $0.00 for product + $2.95 S&H (Garcinia) or $3.95 (Cleanse) unless cart abandoned and customer down-sold to ($1.95 Garcinia) and ($2.95 Cleanse)

Day 15: (1st Month) $89.99 or $84.95 for product (no shipment – just charging for 1 st month)

Day 30: (2nd Month) $89.99 and $84.95 for product (shipped) Free S&H

Day 60: (3rd Month) $89.99 and $84.95 for product (shipped) Free S&H

Day 90: (4th Month) $89.99 and $84.95 for product (shipped) Free S&H





INGREDIENTS

GARCINIA:

COFFEE:

CLEANSE:





Directions

As a dietary supplement take 2 capsules daily 30 minutes before your meal with an 8oz glass of water

Saves, Discounts, and Refunds Procedures





In Trial (Customer has only been billed Shipping & Handling – First 15 days)

1. Build value, offer trial extension (no more than 7 additional days)2. 25% Discount on 1st rebill and Future Auto-Ships3. 56% Last Ditch Discount on 1st Rebill and Future auto-ships4. Cancel Subscription and Note the Account, email customer (return of product not required)

Post-Trials & Auto-Ships (Customer Within 30-day MBG)

1. Build value by encouraging more use. Offer to extend next rebill 14 additional days2. 25% Discount on Current Bottle(s) Charge(s) and Future auto-ships (keep subscription open)3. 56% Discount on Current Bottle(s) Charge(s) and Future auto-ships (keep subscription open)4. Issue RMA, Cancel Subscription and Note the Account*5. After product has been returned, issue refund for 90% of the product price (email customer)

*If the customer declines all saves and is requesting a “full refund”, review cost, time, and hassle/risks of returning product: Shipping cost and time, Restocking Fee (10%), refund delays caused by fulfilment and bank, lost returns and delays, etc. If customer still requests to return product for refund, issue RMA. DO NOT advise customer to call CS to check on refund status. Advise customer that he/she will receive an email advising of the refund 10-14 days after the product has been returned

Post-Trials & Auto-Ships (Customer Outside of 30-day MBG)

1. Build value and offer to extend next rebill by 30 additional days2. 25% Discount on Current Bottle(s) Charge(s) and Future auto-ships (keep subscription open)3. 56% Discount on Current Bottle(s) Charges and Future auto-ships (keep subscription open)4. Cancel subscription if customer requests, note the account, email customer. Return of product

for Refund is not permitted outside of MBG

Pricing Grid:





Product Price

25% discount/refund amount

Last Ditch discount/refund amount (56%)

$89.99 $22.50 $50.39 Garcinia (step 1)

Future payment $67.49 Future Payment: $39.60

Product Price



$84.95 $21.24 $47.57 Cleanse (step 2)

Future payment $63.71 Future Payment: $37.38

Product Price



$25.99 $6.50 $14.55 Green Coffee Bean

Non-Recurring Non-Recurring

We want you to be completely satisfied with every item that you purchase from ClearlyFit. Which is why we offer a 30-day money-back guarantee. Therefore, if you are not satisfied with an item that you have purchased, you may contact us within 30 days from the order date to arrange for a refund of the purchase price, less a 10% restocking fee. All items must be returned, in original bottles to ensure credit, at customer’s expense.

If you contact customer service to terminate your trial enrollment within 14 Days of the date that you enroll, you will not receive any additional product and you will not be charged anything else. Your enrollment date is the date that you submit your order for the trial product. All orders are shipped within two business days. Return of product is not required to cancel 1st rebill but no trial refunds are issued.

Please note that we cannot process packages marked "Return to Sender". Returned packages require a Return Merchandise Authorization (RMA) number to ensure accurate processing. RMA numbers can be obtained by calling the Customer Service Department at 877-878-0926. You are responsible for the return shipping and handling charges. You MUST return the product to our warehouse, with a tracking number and an RMA# in order to receive a refund minus a 10% restocking fee. We are not responsible





for lost or stolen items. We recommend that all returned items, which much include an RMA# and a tracking number should also be sent properly insured and using some type of delivery confirmation.

Address the return package to:

Fulfillment CenterRMA #1885-B Beaver Ridge CircleNorcross, GA 30071

Important:

1) We will NOT accept, and thus, cannot issue a refund for any package that is marked "refused" or "return to sender". You must obtain an RMA number.

2) If you do not receive your shipment within 5 business days from the date you placed your order, please contact us immediately so we can address the situation accordingly.

3) Multiple refunds for purchases processed in multiple months are NOT permitted - i.e. we will only consider refunding the most recent month's transaction and never multiple past months. Seek supervisor assistance for “extenuating circumstances”.

4) Shipping and Handling costs are NOT refundable (Trial and Post-Trial)

Same day order cancellation:

We can void orders the same day on 1st time orders. Meaning if the customer placed the trial today and they call because they change their mind or was an error, you should try to save but you can void the account (cancel subscription) and cancel shipment of product.

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.

CB, AG, BBB Threats:





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 56% of what you were billed to avoid that, ok”

If customer accepts issue partial refund and offer future subscriptions at discounted price (56%). If the customer continues to threaten, and if within the 30-day MBG, advise that you will issue a

RMA and refund will be given once product is returned to the fulfillment center, less 10% restocking fee (90% refund, not including non-refundable S&H charges).

o Provide RMA, return address , cancel subscription, advise tracking and note the accounto Refund the customer’s product price by going to the void/refund section and clicking

refund highlighted in blue once we receive confirmation that product was returned. 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, explain purpose of 56% discount (saves time, 10% restocking, etc.).

Will correct shipping delay, meaning if customer does not get it for 1 week (U.S. only) 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 not required to return the product. S&H charges cannot be refunded.

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 30 days of the charge, refund the customer the most recent charge, provide return information and note the account clearly.

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.

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? “

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