Policies & Offers

Upgrade Pricing & Offers

Approved upgrade paths and pricing. These are the only discounts you can offer on a call. Don't improvise pricing or create your own offers.

Always troubleshoot before offering an upgrade. An upgrade should solve a real problem (customer needs more programs, more volume, different form factor), not be a consolation prize for a frustrated caller.

Upgrade Paths Upgrade Process Replacements Return Extensions Quick Reference

Approved Upgrade Paths

Each upgrade is fulfilled by CS after you refer. The customer receives an email with a purchase link and discount code.

$49.99$189

Oricle 2.0/3.0 to Oricle Pro

Most common upgrade path

When to recommend:

Customer wants more hearing programs (2 vs. 4)
Customer uses the device in varied environments (restaurants, outdoors, music)
Customer wants more volume levels (5 vs. 6)
Digital chip offers better sound processing than the analog 2.0/3.0

"Based on what you're describing, I think the Oricle Pro would actually be a much better fit for you. It has four hearing programs instead of two, so you can switch modes depending on your environment. We have a special upgrade price of just $49.99."

$49.99$149

Oricle 2.0/3.0 to Oricle Pro+

Best upgrade for maximum battery and digital processing

When to recommend:

Customer wants more hearing programs (2 vs. 4) and better sound processing
Customer wants the longest battery life (18-20+ hours)
Customer wants 9 volume levels for more precise adjustment
Customer prefers automatic power on (no button press needed)
16-channel digital processing for clearer sound quality

"Based on what you're describing, I'd recommend the Oricle Pro+. It's our most advanced in-canal model with four hearing modes, nine volume levels, and the best battery life of any of our devices at 18-20+ hours. It also turns on automatically when you take it out of the case. The upgrade price is just $49.99."

$189$289

Oricle 2.0/3.0 to TrueFit BTE

For customers who need a different form factor or more power

When to recommend:

In-canal style doesn't fit the customer's ears (too big, uncomfortable, keeps falling out)
Customer needs significantly more volume (11 levels vs. 5)
Customer wants clearer speech in noisy environments (dual microphones)
Customer has feedback/whistling issues that can't be resolved with the in-canal model

"It sounds like the in-canal style might not be the best fit for your ears. The TrueFit BTE sits behind the ear instead, which a lot of customers find more comfortable. It also has dual microphones and 11 volume levels. The upgrade price is $189."

$49.99$149

Oricle Pro to Oricle Pro+

When a Pro customer wants better battery, more volume, or digital processing

When to recommend:

Customer wants longer battery life (18-20+ hrs vs. 10-14 hrs)
Customer wants more volume levels (9 vs. 6)
Customer prefers automatic power on instead of holding a button
Customer wants digital processing with 16 channels for clearer sound

"Since you already have the Pro, the Pro+ is a great next step. It has the same four hearing modes but with 9 volume levels, 18-20+ hours of battery life, and it turns on automatically when you remove it from the case. The upgrade price is just $49.99."

$99$289

Oricle Pro to TrueFit BTE

When a Pro customer needs a different form factor

When to recommend:

Same fit/comfort issues as above, but customer already has the Pro
Customer wants even more volume and sound clarity beyond what the Pro offers
Persistent feedback that the Pro's single microphone can't resolve

"Since you already have the Pro, the next step up is the TrueFit BTE. It's a behind-the-ear style with dual microphones and 11 volume levels, which should address the issues you're having. For Pro customers, the upgrade price is just $99."

How the Upgrade Process Works

You recommend the upgrade on the call. CS handles everything after that.

You recommend the upgrade during the consultation and explain the benefits.
Log it in the portal: Set the outcome to "Upgrade," specify the upgrade type (e.g., "2.0/3.0 to Pro"), and mark Refer to CS as "Y."
Include details in your notes: What you offered, the price you quoted, and why this upgrade addresses the customer's issue.
CS sends the email: The customer receives a purchase link with the discount code applied.
Customer purchases: They click the link, pay the upgrade price, and the new product ships.

You cannot send the upgrade link or create discount codes yourself. Always refer to CS. If a customer asks "can you send me the link right now?" say: "Our customer service team will send that over to you shortly after our call."

Replacements

When a device appears genuinely defective (not a fit or usage issue).

No cost to the customer. Replacements are shipped at no charge.
Same model: The customer receives the same model they currently have.
CS ships: After you refer, CS verifies and ships the replacement.
Logging: Set the outcome to "Replacement" and Refer to CS as "Y."

Don't recommend a replacement for issues that are clearly fit-related (whistling, falling out, uncomfortable). Those are solved by troubleshooting, not by sending the same product again.

Return Extensions

A return extension extends the customer's return window from 30 days to 45 days after delivery (an extra 2 weeks). It's a courtesy tool you can offer at your discretion.

Think of extensions as a save technique. When a customer is on the fence but their window is closing, an extension removes the pressure and gives them time to keep trying the device.

Use Case 1: Courtesy / Good Faith Save

The customer feels like the device is working better after troubleshooting, but their return window is closing soon and they don't want to risk missing it. Offer the extension to take the pressure off.

"I know you just learned some new tips and probably want more time to explore your device with these adjustments. I'm going to go ahead and extend your return window by two weeks so you don't feel rushed to make a decision."

Outcome: Log as Sale Save (it is a save in that moment) and check the return extension box in the portal.
Verification: Outcomes are verified 30 days after the meeting date. If the customer does end up returning during the extended window, CS will correct the outcome at that time.

Use Case 2: Approving an Out-of-Window Return

The customer is just outside their 30-day window and wants to return. If they qualify for an extension (slightly past the window), you can mark the extension and then log the outcome as a refund. The extension effectively brings them back into an eligible return window.

Outcome: Log as Refund and check the return extension box. Refer to CS.
When this applies: Escalated cases where the customer is only slightly past their window. Don't use this for customers who are months past their return date.

Don't combine a return extension with upgrade pricing. A return extension gives the customer more time to practice your troubleshooting tips. An upgrade is the right option if the customer is ready to move to a new device. Offering both together is not our standard approach. If a situation feels like it needs an exception, flag it for escalation.

Quick Reference

Upgrade path	Customer pays	Retail price	Savings
2.0/3.0 to Pro	$49.99	$189	$139
2.0/3.0 to Pro+	$49.99	$149	$99
2.0/3.0 to BTE	$189	$289	$100
Pro to Pro+	$49.99	$149	$99
Pro to BTE	$99	$289	$190
Replacement (same model)	Free	-	-
Return extension (+2 weeks)	Free	-	Extends 30-day window to 45 days

Frame the upgrade as a solution, not a sales pitch. "Based on what you're describing, I think [model] would be a better fit because [specific reason]." Customers respond better when the recommendation is connected to their actual problem.