About NuFinity Naturals - argomarketinggroup.comargomarketinggroup.com/ShiftP/...CCM_updated_1.30.docx · Web viewWe are a leading cosmetics company located in San Antonio, Texas

Inbound Customer ServiceCorporate Name- Iron Peak Holdings LLC

Campaign-NuFinity NaturalsToll-Free US: 1-800-644-5861

Updated 1.28.15



Updated 1.28.15

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.

About NuFinity Naturals

We are a leading cosmetics company located in San Antonio, Texas specializing in anti-aging products for the modern woman.NuFinity® is the perfect solution to counteract the effects of aging on your face. Feel and look beautiful with our luxury advanced formula designed to combat wrinkles, dark spots and circles, dryness, sagging and other signs of aging skin. Feel confident using NuFinity’s state-of-the-art ingredients to help work to repair aging skin and restore a more youthful look

Step 1: www.trynufinity.com

Step 2: www.trynufinity.com/serum

FREE TRIAL PRICE POINT Customer will be billed $2.99 for shipping on trial start date. Customer will be billed $98.95 on day 15 for 1st month (original trial). Customer will then be billed $89.95+$4.95s&p again at day 45, day 60, , etc. See below:

Day 1: (Start Trial) $0.00 for product + $2.99 S&P Day 15: (1st Month) $98.95 for product Day 45: (2nd Month) $89.95 for product + $4.95 S&P Day 75: (3rd Month) $89.95 for product + $4.95 S&P Will continue until customer cancels subscription.

There is a $14 re-stocking fee for returns of this product! Restocking fee does not apply to Trial shipments.

http://www.trynufinity.com/serum

http://www.trynufinity.com/



Updated 1.28.15

We now have a Step 1 and a Step 2 working one after another. But does have a separate landing page for the Step 2 so each product can be sold individually on the phone and on-line.


Step 2: www.trynufinity/serum

When placing an order, you will see how Step 1 leads to Step 2 via a pop-up. The customer's shipping info is automatically populated for the Step 2 order page, but not the Credit Card number (for chargeback reasons).

Example of what customer will see after putting in the CC information-

If the user tries to back out or "x" out of the landing pages (both Step 1 and Step 2), a huge popup asks if they want to stay or leave the page. If they stay, the page automatically goes to the 2 form order page to purchase.

http://www.trynufinity/serum




Updated 1.28.15

TERMS AND CONDITIONS-

NOTE : Some products come with a fourteen (14) day trial period as described in this Agreement. If You have any questions about our Trial, please contact Our Customer Service Department toll-free at 877-604-2284 . Our Customer Service Department is open 24 Hours Per Day, 7 Days per week.

TRIAL: Our Trial policy requires You to understand certain important dates. The policy, and the important dates for You to know, are as follows:

OFFER TERMS: By placing your trial order today you'll be shipped a 30 day supply of NuFinity Naturals Product for $2.99 S&H. Try it for 14 days to experience the benefits and if for any reason this system is not for you, call our Customer Care toll-free at 877-604-2284 within your 14-day trial period to cancel. If you are satisfied, do nothing and 15 days from the date you place your order, you agree to be charged $98.95. Plus you agree to be enrolled in our VIP Membership Program and every 30 days thereafter you will receive a fresh supply of your treatment and be charged the discounted low price of $89.95 plus 4.95 S&H until you call our Customer Service center to cancel. Cancel your VIP Membership at anytime. Products are typically shipped in approximately 2 business days from the date the product is ordered. Please read our terms and conditions for more details. Offer available while supplies last.

Regardless of whether you cancel Your Trial in a timely fashion or not, You will be responsible to pay the shipping and handling charges associated with Your Product. You agree that we can charge Your credit card for this amount, and You agree to pay such amount regardless of whether You cancel Your Trial in a timely fashion or not. No refunds will be issued for shipping and handling charges.

The Trial is limited to 1 offer per household.

Your order(s) maybe be subject to applicable sales tax.

YOU UNDERSTAND THAT THIS CONSUMER TRANSACTION INVOLVES A NEGATIVE OPTION AND THAT YOU WILL BE LIABLE FOR PAYMENT OF PRODUCT THAT WAS SHIPPED TO YOU, AND FUTURE SHIPMENTS OF PRODUCT, IF YOU FAIL TO NOTIFY US TO STOP SUPPLYING THE PRODUCT TO YOU.



Updated 1.28.15

RETURNS AND REFUNDS

We believe in complete customer satisfaction. This is reflected in our 30-day satisfaction return policy. For all unused trial orders that are past their 14 day trial period and have been billed under the terms herein and the date is prior to 30 days from the order date, you may contact Customer Service at 877-604-2284 to discuss a refund. Used or open trial orders are not eligible for return once the trial period has expired. For all recurring orders, if you are unsatisfied with the product, you may return the unopened package within 30 days from the shipped date and you will be refunded for that order only less a $14 USD Restocking Fee. Shipping costs to return merchandise shall be paid for by the customer returning the item. Open or used product shall not be refunded for any reason. If you wish to return your order, please obtain a Return Merchandise Authorization (RMA) number first. The fastest way to obtain an RMA number is to contact our customer service representatives at 877-604-2284 to request an RMA number.

There is a $14 re-stocking fee for returns of this product! Restocking fee does not apply to Trial shipments .

Return Address:

NuFinity NaturalsAttn: Returns DepartmentPO Box 153201Suite 1044Tampa, FL 33684

https://trynufinity.com/serum/term_condition.html

https://trynufinity.com/serum/term_condition.html

tel:877-604-2284

tel:877-604-2284

tel:877-604-2284



Updated 1.28.15

Saves Options:

In Trial (meaning customer has only been billed shipping):

1. Build value offer trial extension2. 25% Discount going forward3. 50% Discount going forward

If customer still wishes to cancel, advise of the return process, we can offer the below to save the sale-

1. 25% discount to keep and cancel future shipments!2. 50% discount to keep and cancel future shipments!

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 forward3. Offer 50% discount going forward

There is a $14 re-stocking fee for returns of this product! Restocking fee does not apply to Trial shipments.

If customer still wishes to return for refund we can offer-

1. 25% refund to keep and cancel future shipments!2. 50% refund to keep and cancel future shipments!

Return Address:

NuFinity NaturalsAttn: Returns DepartmentPO Box 153201Suite 1044Tampa, FL 33684



Updated 1.28.15

KEY BENEFITS Removes Wrinkles Eliminates Crows Feet Fades Age & other Dark Spots Hydrates Skin Restores Firmness & Lifts Skin Reduces Forehead & Frown Lines Less Invasive that BOTOX

Phytoceramides Are Clinically Proven!A phytoceramide study was conducted by the Osaka City University that comprised of 33 patients, including six men and twenty-seven women. Over a six-week period, taking phytoceramides in a capsule form daily proved the powerful ingredients began to work instantly by targeting the repair of wrinkles and aging skin on the entire body, stabilizes skin tissue and helps to create the youthful look we all want. Because of these properties, phytoceramides are considered to be a MIRACLE INGREDIENT!

Clinical studies prove that NuFinity Luxury Phytoceramide Eye Cream ingredients work instantly and combine to repair wrinkles and fine lines on your skin.Our special formula has been specifically designed to help you look and feel your best without having to worry if someone is noticing your wrinkles. This treatment targets those areas where wrinkles seem to appear most- so there’s no need to worry!

Clinical Study link below

http://www.fda.gov/ohrms/dockets/dockets/95s0316/95s-0316-rpt0240-05-Udell-vol175.pdf



Updated 1.28.15

BENEFITS OF MARINE COLLAGEN

Marine collagen is a fibrous protein extracted from the scales or skin of saltwater fish, including cod and salmon. In recent years, preliminary animal and clinical studies have found that this collagen possesses medicinal properties that can help promote human health and well-being. Already widely used in the Far East, marine collagen-based products have begun to appear more often on health food shelves in the West. Talk to your doctor before beginning any regimen of self-treatment.

Slows Effects of AgingMarine collagen has antioxidant properties that have been used in skin-care products to prevent or even repair the damage caused by environmental factors, such as UV rays and low humidity, as well as damage associated with the aging process. Researchers at Beijing University's School of Public Health in China explored the effects of marine collagen peptides on the skin of aging mice. In findings published in the April 2008 issue of the Chinese Journal of Preventive Medicine, the researchers reported that test animals given oral doses of marine collagen peptides showed a significant thickening of their epidermis, as compared with mice in the control group. Researchers also reported a sharp increase in the number and activity of fibroblasts in the skin of mice treated with marine collagen. Fibroblasts are cells that play a key role in the creation of new connective tissue, such as skin.

Cosmetic ApplicationsCollagen from a wide array of animal sources is used in cosmetic formulations to help moisturize and plump human skin cells. In "Handbook of Cosmetic Science and Technology," author Marc Paye reports that while beef and pork collagen still top the list of animal-sourced proteins in cosmetics, marine collagen is becoming an increasingly attractive alternative. Growing concern about infectious agents such as foot and mouth disease, bovine spongiform encephalopathy and viral infections in beef collagen has helped to accelerate the switch to marine collagen, according to "Animal Cell Technology: Basic & Applied Aspects."



Updated 1.28.15

Ingredient List On Label

Marine Collagen, Retinol, IP6 Treatment


Step 2: www.trynufinity/serum

http://www.trynufinity/serum




Updated 1.28.15

Marine Collagen, Retinol, IP6 Treatment

Product Ingredients

Purified Water, Propylene Glycol, Paraffinum Liquidum, Stearic Acid, Cetyl Alcohol, , Ceteareth 20,

Dimethyl MEA, Palmitoyl Oligopeptide, Palmitoyl Tripeptide-7,

20, Triethanolamine, Resveratrol, Phenoxyethanol, Methylparaben, Propylparaben, Fragrance (Parfum), Inositol, Phytic Acid,

Ascorbic Acid (Vitamin C), Retinol Palmitate (Vitamin A Palmitate).

Silanetriol, Glutamylamidoethyl Imidazole, Fructose

Hydroxypropyl Methylcellulose, Porphyridium Cruentum Extract, Magnesium Aluminum Silicate, Polysorbate



Updated 1.28.15

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 place 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. 4) Shipping and Handling costs are NOT refundable.5) You are responsible for any cost incurred to package and safely return the product to our

fulfillment facility.

We are not responsible for lost or stolen items. We recommend all returned items to be sent using some type of delivery confirmation system to ensure proper delivery.

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



Updated 1.28.15

If the customer continues to threaten advise that you will refund up front and provide return information.

o Refund the customer’s product price by going to the void/refund section and clicking refund highlighted in blue.

o Provide RMA, return address , advise tracking and note the account 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.



Updated 1.28.15

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.



Updated 1.28.15

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



Updated 1.28.15

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? “

UPSELL PRODUCT



Updated 1.28.15

Phytoceramide Serum

Ingredient List

Ingredients: Purified Water, Glycerin, Porphyridium Cruentum Extract, Hydrolyzed Marine Collagen, Silanetriol, Glutamylamidoethyl Imidazole Ceramide3, Ceramide6II, Ceramide1, Phytosphingosine, Cholesterol, Carbomer, Xanthan Gum, Phenoxyethanol, Fragrance, Potassium Sorbate, Tocopherol Acetate, Sodium Benzoate, Triethanolamine, Disodium EDTA Polysorbate 20, Sodium Hyaluronate, Retinol Palmitate (Vitamin A Palmitate), Algae Extract, Pullulan, Rosemary Extract, Balm Mint Extract.

Directions: Apply a pea to dime size amount of cream to the face and neck twice a day, or as needed. Smooth gently into skin after cleansing and foaming. Allow to absorb fully before applying make-up.

Caution: For external use only. Avoid direct contact with eyes and mouth. If irritation occurs, discontinue use. Keep out of reach of children.



Updated 1.28.15

Documents

About NuFinity Naturals - argomarketinggroup.comargomarketinggroup.com/ShiftP/...CCM_updated_1.30.docx · Web viewWe are a leading cosmetics company located in San Antonio, Texas