Non-Eligible Return Requests
Customers past their return window who want a refund. These are case-by-case decisions where you weigh chargeback risk, customer frustration, and resolution options.
How These Differ from Standard Consults
In a standard troubleshooting consult, the customer is within their return window and has the option to return. Exception cases are different: the customer is outside their return window, so they are not entitled to a refund. Your job is to assess risk, troubleshoot the issue, and determine the best resolution.
Why Exception Cases Matter
An unresolved out-of-window customer doesn't just go away. They take action.
Chargeback Risk
Customer disputes the charge with their bank or PayPal. Chargebacks cost the company the sale amount plus fees, and too many chargebacks can affect our payment processing ability.
Negative Review Risk
BBB complaints, Google reviews, social media posts. A single detailed negative review can influence dozens of potential customers. Our BBB rating is something we actively work to improve.
Repeated Contact
The customer keeps emailing, calling, and escalating through CS. This creates ongoing work for the team and doesn't resolve the underlying frustration.
Lost Goodwill
Even if the customer doesn't file a chargeback today, a bad experience means they'll never recommend the product. A good resolution can turn a frustrated customer into a loyal one.
Exception Meeting Workflow
Follow the same general meeting structure, but with added focus on risk assessment and resolution flexibility.
Before the call, understand the full picture. Check the portal, Zendesk ticket, and order details.
- How far out of window are they? A few days past is different from 6 months past.
- What's their stated issue? Technical problem vs. general dissatisfaction vs. "I just want my money back."
- Have they already threatened a chargeback? Check the ticket history for language like "dispute," "bank," "BBB," "lawyer."
- Order value and product model? Know what you're working with before the call.
- Any prior interactions? Have they called CS multiple times? Were they offered troubleshooting before?
These customers often feel unheard. Acknowledge their frustration before doing anything else. Don't reference the return window or policy in the opening.
"Hi [name], thank you for taking the time to meet with me. I know this has been frustrating, and I want to make sure we find a good solution for you today. Can you tell me what's been going on?"
Let them vent. Don't interrupt. Don't correct. Take notes on what the actual underlying issue is, because it often isn't what the ticket says.
If the customer leads with "I just want a refund," lean on policy first. You are a hearing specialist, not a decision-maker on refunds. Set that expectation early.
"I completely understand your frustration. Unfortunately, due to the length of time that has passed, a refund wouldn't typically be an option. But I'm here as a hearing specialist to help troubleshoot and see if we can get these working for you."
If the customer pushes for something outside your scope (special exceptions, immediate refund, speaking to a manager), redirect clearly:
"I'm just the hearing specialist, so I'm not in charge of making those decisions. But I can pass your feedback along to our customer service team, and they'll follow up with you."
Most exception customers have a solvable problem. Their frustration has built up because previous interactions didn't fix it. Dig into the specifics.
- Technical issue: Does the device actually not work, or is it a fit/usage issue?
- Expectations mismatch: Did they expect something the device can't do (e.g., restore hearing completely)?
- Fit or comfort: Have they tried different dome sizes? Are they inserting correctly?
- Gave up too early: Did they try for a few days and stop? Many customers need 2-3 weeks to adjust.
Even though the customer is out of window, troubleshoot the same way you would any consult. Check fit and insertion first, then work through the relevant troubleshooting steps.
Refer to the Troubleshooting Consult workflow for the full step-by-step troubleshooting approach.
Based on the conversation, assess how likely this customer is to escalate if they don't get a resolution they're satisfied with.
| Signal | Indicates |
|---|---|
| Mentions "bank," "dispute," "PayPal," "chargeback" | High risk - actively considering or already started a dispute |
| Mentions "BBB," "review," "social media," "warn others" | High risk - will damage reputation if unresolved |
| Mentions "lawyer," "attorney general," "FTC" | High risk - escalation-oriented |
| Angry but engaging with troubleshooting | Medium risk - frustrated but willing to work with you |
| Polite, just wants their issue fixed | Lower risk - likely a sale save if you solve the problem |
| Bought as a gift, recipient can't use it | Medium risk - sympathetic situation, high chargeback likelihood |
You have several options. Choose based on the issue, the customer's attitude, and the risk level. The goal is to find the resolution that keeps the customer satisfied while protecting the company.
| Resolution | When to use | What to say |
|---|---|---|
| Sale Save | You fixed the issue on the call. Customer is now happy with the device. | "I'm glad we got that sorted out. Give it another couple of weeks with the correct fit and I think you'll see a real difference." |
| Replacement | Device appears genuinely defective. Customer wants to keep using the product but their unit isn't working. | "It sounds like your unit may have a hardware issue. I'm going to arrange a replacement to be shipped out to you." |
| Upgrade | Customer's issue could be solved by a different model (e.g., 2.0/3.0 user needs more programs or volume, or in-canal doesn't fit). | "Based on what you're describing, I think the [Pro/Pro+/BTE] would actually be a much better fit for you. We have a special upgrade price of just $49.99 more." |
| Return Extension | Customer is just outside their 30-day window. Extends to 45 days. Use as a save (customer wants more time) or to approve a return for someone slightly past the window. | Save: "I'm going to extend your return window by two weeks so you don't feel rushed." Refund: mark extension + refund and refer to CS. |
| Other / Escalate to CS | Customer is firm on wanting money back, being difficult, or requesting something outside your scope. Troubleshooting didn't help or they're refusing to troubleshoot. | "I understand. I'm going to escalate your case and request an exception here. Our customer service team will follow up with you with a resolution." |
Getting the Customer Off the Call
When the conversation isn't going anywhere, or the customer is being hostile, your goal is to wrap up cleanly. Don't argue or try to win them over. Redirect to CS and end the call.
"I've noted everything we discussed today. I'm going to pass this along to our customer service team and they'll reach out to you with next steps. If you have any other questions in the meantime, you can contact CS directly."
Confirm the resolution clearly. Make sure the customer knows exactly what happens next.
- Sale save: Encourage them to try for 2-3 more weeks with the corrected fit/settings.
- Replacement: Tell them CS will follow up with shipping details. Refer to CS with outcome details.
- Upgrade: Explain that CS will send them the upgrade link with the discount code. Refer to CS.
- Escalation: Let them know CS will follow up with a resolution. Refer to CS with your risk assessment notes and context.
For any outcome where the customer needs further assistance, direct them to contact CS: "If you have any more questions about this, you can reach out to our customer service team directly."
Log the outcome in the portal. In the specialist notes, include:
- How far out of the return window they are
- What you identified as the real issue
- What troubleshooting you tried
- Risk signals you observed (chargeback language, review threats, etc.)
- Why you chose the resolution you did
Key Principles for Exception Cases
Troubleshoot First, Always
Even if the customer says "I just want a refund," try to fix the issue. Many customers change their mind once the product actually works for them.
You're the Specialist, Not the Decision-Maker
You troubleshoot and escalate. You don't approve refunds or make policy exceptions. If a customer pushes, redirect: "I'll pass this along to CS and they'll follow up with you."
Document Everything
Your notes are critical. CS uses them to process the resolution and to defend against potential chargebacks. Be specific about what you tried and what the customer said.
A Good Call Prevents Escalation
Even customers who ultimately get a refund are less likely to leave a bad review if they feel they were treated well. The call itself has value beyond the outcome.
Chargeback Context
Understanding what happens when a customer files a chargeback helps you appreciate why prevention matters.
- Cost: The company loses the sale amount plus processing fees. If we lose the dispute, the money is gone.
- Win rate: Chargeback disputes are won roughly half the time. Categories like "unauthorized" and "item not received" are harder to win.
- Threshold risk: Too many chargebacks can trigger increased fees or even loss of payment processing.
- Time: Each dispute requires evidence gathering and response from the CS team. This is hours of work per case.
Recordings Coming Soon
Example recordings of exception meetings will be added here, showing different risk levels and resolution approaches.
Case Studies Coming Soon
Real exception cases with analysis of what worked, what didn't, and what we'd do differently. These will cover chargeback prevention, successful saves, and when an exception refund was the right call.