Policies & Offers

Resolution Outcomes

Every call ends with an outcome. Here's what each one means, when to use it, how to log it, and what happens next.

Log the outcome immediately after every call. Don't batch updates at the end of the day. Fresh details are more accurate, and CS needs to act on referrals promptly.

Outcome Types Good Notes What Happens After

Outcome Types

Select the outcome that best describes the end result of your consultation. Each outcome has a specific meaning and triggers different follow-up actions.

Sale Save

The optimal outcome. Customer is keeping their device.

When to use: You resolved the customer's issue on the call. They're no longer requesting a refund or return.

What to log:

What the issue was (fit, insertion, volume, program, cleaning, etc.)
What troubleshooting steps fixed it
Any advice you gave for ongoing use (adjustment period, dome size, programs to try)

Refer to CS: No (unless a specific follow-up is needed, like sending replacement domes).

For Better Hearing Kit welcome calls: Log as "Setup Complete" / Issue Resolved.

Return extension as a save: If the customer feels better after troubleshooting but their return window is closing, offer a 2-week extension (30 → 45 days) to remove the pressure. Log as Sale Save and check the extension box. Outcomes are verified 30 days after the meeting; if the customer does return, CS corrects it at that time.

Upgrade

Customer agreed to upgrade to a different model.

When to use: The customer's issue is best solved by a different model, and they agreed to the upgrade offer.

Approved upgrade pricing:

Upgrade path	Customer pays
2.0/3.0 to Pro	$49.99
2.0/3.0 to Pro+	$49.99
2.0/3.0 to BTE	$189
Pro to Pro+	$49.99
Pro to BTE	$99

What to log:

Upgrade type (2.0/3.0 to Pro, 2.0/3.0 to Pro+, 2.0/3.0 to BTE, Pro to Pro+, or Pro to BTE)
Price you quoted (must match the approved pricing above)
Why this upgrade addresses their specific issue

Refer to CS: Yes. CS sends the upgrade link with the discount code.

For full details on when to recommend each path, see Upgrade Pricing & Offers.

Replacement

Device appears defective. Customer wants to keep using the product.

When to use: After troubleshooting, the device appears to have a genuine hardware issue (won't turn on, won't charge correctly despite proper procedure, one side completely dead).

Replacement eligibility depends on the return window and warranty status:

Situation	Eligible?	Details
Within 30 days (any warranty status)	Yes	If a replacement prevents a return, offer one at your discretion.
Past 30 days + purchased warranty	Yes	Warranty covers defects and failures for up to 1 year. One redemption per customer.
Past 30 days + no warranty	No	Recommend an upgrade or suggest the customer places a new order.

What to log:

What symptoms indicate a defect (not a fit or usage issue)
What troubleshooting you tried to rule out user error
Which side or unit needs replacing (left, right, or both)
Whether the customer has a purchased warranty (if past 30-day window)

Refer to CS: Yes. CS verifies and ships the replacement.

Don't use replacement for fit issues. If the device works but doesn't fit well, that's a troubleshooting or upgrade conversation, not a replacement. Sending the same product again won't fix a fit problem.

Refund

Customer is returning the product.

When to use: Troubleshooting didn't resolve the issue, customer doesn't want an upgrade or replacement, and they're within the return window.

What to log:

What the underlying issue was
What troubleshooting you attempted
Whether you offered alternatives (upgrade, replacement) and the customer's response

Refer to CS: Yes. CS processes the refund and sends return instructions.

Refund details: Order total minus shipping minus $4.95 restocking fee (not waivable). Or 50% partial refund if the customer keeps the product (one-time only). You don't need to know these details; CS handles the specifics.

Just outside the window? If the customer is slightly past 30 days, you can mark a return extension (extends to 45 days) and log the outcome as Refund. Check the extension box and refer to CS. This only applies to customers who are just outside the window, not months past.

Other / Escalate to CS

A save with caveats, a CS action item, or a situation you need CS to handle.

When to use:

Save with action needed: Customer is keeping the device, but something extra is required (reshipment of ear tips or domes, wax guard recommendations, customer wants to keep the hearing aids but return the UV dryer, different size dome needed, etc.)
Escalation: Customer is out of window and requesting a refund (exception case)
Customer is being difficult or hostile, and you need to end the call
Customer is requesting something you're not authorized to offer
Situation requires management input
Anything unusual that doesn't fit the standard outcomes

What to log:

Detailed notes explaining the situation and what the customer needs
Risk signals if applicable (chargeback threats, review threats, etc.)
What you tried and what the customer is asking for
Your recommendation for how CS should handle it

Refer to CS: Yes, always.

What Good Notes Look Like

Your specialist notes are read by CS, QA, and management. Clear notes lead to faster follow-up and fewer back-and-forth questions.

Bad notes	Good notes
"Customer had issues. Offered upgrade."	"Customer reported whistling in left ear with Oricle 2.0. Checked insertion on video: dome was not seated deep enough. Corrected insertion and whistling stopped. Also tried Restaurant program. Customer happy with fit after correction. Recommended 2-week adjustment period."
"Wants refund. Referred to CS."	"Customer (Pro model, 4 months past return window) says device stopped working 2 weeks ago. Checked charging: was not turning off before placing in case. Corrected procedure. Left aid now charges. Right aid still shows no charge after 30 min. Possible defect on right side. Offered replacement, customer declined. Wants full refund. Mentioned 'going to my bank' twice. Escalated to CS, recommend exception given chargeback risk."
"Sale save."	"Welcome call for Better Hearing Kit (2.0). Walked through unboxing, insertion (cord pointing down), volume controls, and charging. Customer comfortable with setup by end of call. Setup complete."

What Happens After You Log

Outcome	CS action	Your responsibility
Sale Save	No immediate action needed	Accurate notes + recap URL
Upgrade	Sends upgrade link with discount code to customer	Specify upgrade type and price in notes
Replacement	Verifies defect, ships replacement unit	Specify which side, describe symptoms
Refund	Sends return label, processes refund	Note what was tried before reaching refund
Other / Escalate	Reviews notes, determines resolution	Detailed context, risk signals, your recommendation

Don't forget the recap URL. Paste the recording/transcript link into the portal for every meeting. QA reviews depend on it, and it gives CS full context when they follow up.