Macros:

Discount Codes to use

GLOW5 - (5% OFF their next order) - Offer to customers with no subscription for mild inconveniences

JILLGLOW30 - (30% OFF their next order) - Offer to customers with no subscription for big inconveniences (i.e. 2-3 week shipping delay)

JILL30 - (10% OFF each of their next 3 months of refills) - Offer to subscription customer who experiences a mild inconvenience

FREEBIE - (next month’s refill is FREE) - Use when a subscription customer agrees to do a free month instead of canceling or offer a customer if they experienced a big inconvenience

FREEREFILL - ****(first refill on subscription free) - This is an active discount code we give out to customers who only purchase the starter kit on their first order and not the subscription

General Retention offers:

“Didn’t know I was on a Subscription”

In this case, please explain that the offer on the starter kit was based on joining our subscription.

Back this up with why shaving regularly unlocks all the benefits

Offer a 30% off for their next refill so they can stay on their plan

“Haven’t Used it yet”

In this case, offer to push their next refill by 3 months instead of cancelling

“Too Expensive”

Offer to receive refills at 30% off for their next 3 months, and switch to receive 1 refill at a time

“Too many blades”

Offer to receive blades at 30% off and switch to ship every 3 months

SCRIPTS:

SCENARIO: Customer wants to cancel current order, but already shipped, and wants to cancel subscription (too expensive)

*Thanks for reaching out.

Unfortunately your last order has already been processed and we are unable to cancel that.

We would hate for you to leave based on cost. If you're open to it - I'd like to offer you a discount on your refill plan, for $8.99/mo (an exclusive 25% savings).

Feel free to share your thoughts or concerns, and we'll do our best to accommodate your needs. If you're ready to cancel your subscription, just let me know, and I'll get that processed for you!

SCENARIO: Customer wants to cancel current order, but already shipped, and wants to cancel subscription (no reason)

*Thanks for reaching out.

Unfortunately your last order has already been processed and we are unable to cancel that.

We value your membership and are sorry to hear about your consideration to cancel. Your experience with us matters, so if there's a specific reason behind your decision, please share it with us. We're eager to address any concerns promptly.

Canceling your membership is hassle-free. However, as a token of our appreciation for your loyalty, I'd like to offer you a discount on your next refill, an extended trial period, or any other benefit you'd find valuable, we're here to make it happen.

Feel free to share your thoughts or concerns, and we'll do our best to accommodate your needs. If you're ready to cancel, just let me know, and I'll get that processed for you!

SCENARIO: Customer seeing ‘unauthorized’ charge/Not expecting charge

*Thank you for bringing this to our attention.

I apologize for any inconvenience caused by the unexpected charge. We understand the importance of ensuring accurate billing, and we're committed to resolving this promptly for you.

Unfortunately we had not seen any history of cancellation and thus your order has been processed. In regards to that order we wouldn't be able to accept it as a return as it is outside our return window.

However if you’d like to proceed to cancel your upcoming shipments I can help you with this! First as a token of our appreciation for your loyalty, I'd like to offer you a discount on your next refill, an extended trial period, or any other benefit you'd find valuable, we're here to make it happen.

Feel free to share your thoughts or concerns, and we'll do our best to accommodate your needs. If you're ready to cancel, just let me know, and I'll get that processed for you!

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