100X - Refund - Sale Saver

The following guide starts with a client requesting a refund in Help Scout and runs through the sale saver process.

Sale Saver Explainer Video

Agents are to wait for a response from the client before processing the refund.

A Typical HelpScout Refund Message From A Client:

When you get the refund message, please tag Ian in the notes and ask him to 'Follow' the ticket. The agent then assigns the ticket to themselves and conducts the sale saver process.

Check RTR hub: They might simply be stuck joining the group.

Check Ontraport: Have they received the welcome email?

Your next move is to check Ontraport for purchases—have they bought any upsells?

• The agent will take a screenshot of the purchases.

  
  

• The agent will get a link to the client's Ontrport profile.

  
  
• The profile link and the screenshot will both be posted with the note that is sent to Ian, asking him to follow the ticket. You will find this note further down this page.

Have Upsells

The message to send to the client has to personalized for the purchases. For the client in the image, this message was sent:

A template message is in 'Type Desk' look for the ☔ for sale saver messages in 100X Coin Club Members

The client will respond one of two ways.

1. No thank you, please refund. — Yeah, just go ahead and refund.

2. Yes, that sounds great.

The reply you send to the client will depend on what you talked about with the client. This is where we will take action to help them.

The client may openly ask for assistance in joining the group or groups. Or they might ask for help with something else related to crypto.

The agent's role is to help them join the group, inform them of the Welcome Post, and tell them how they can ask Scott a question directly.

If a client says, "Hey, do you do this crypto thing with this coin." Then you want to reply:

"Great questions! If posted in the group, they will get a lot of responses. You can also ask Scott a question inside the group."

The message sent to this client was topical at the time of sending. The client was given helpful information. She may or may not continue messaging us, but at this point, you can close the ticket once the client has read it.

As Ian follows the ticket he will follow up with the client in the 100x group.

Final Message To Client (when you process the refund)

Is there anything about the experience of 100X we could improve? The Community Manager reads all client feedback.

Your refund is being processed, and it takes 3-7 banking days for the funds to be credited back to your account.

No Upsells, just $9 for 100X

Check RTR hub: They might simply be stuck joining the group.

Check Ontraport: Have they received the welcome email?

Send the sale saver message from Type Desk

"Hey,

Can I personally help you get started?

I see you've bought the $9 access to 100X coin club.

We've so many clients doing so well inside 100X, and I want you to take advantage of this once-in-a-lifetime opportunity.

I can help you with joining groups and point you in the direction of how to place your first trade information and, of course, how you can ask Scott questions directly.

If you're not open to me helping you get started, let me know, and I'll process your first request."

The client will do one of three things in response:

1. Nothing
   1. The agent will follow up two days after they send the sale saver message with anything that gets the client's attention.
      1. Example:
         1. Hi, I'm checking in on where we are with this.
         2. Bump
         3. Are you there?
   2. Give the client one more day to respond, and then go ahead and process the refund.

Process As List

• The client emails for a refund
• Check Ontraport
• Select the appropriate Type Desk message from Ontraport findings
• Message the client
• Client says yes to your help - the sale is saved
• Help the client
• The client says no and we refund