🦉Lessonly & Il Makiage🦉

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Il Makiage: New York-based company

• fastest-growing online beauty brand in the US

We had 4 physical stores in the U.S but they are currently closed due to the pandemic

Products: Face, Lips, Eyes, Brows, and Skin

SKU is a stock-keeping unit

100% e-commerce - all orders were made through our website

24-hour SLA - to respond to customers

Direct To Consumer (DTC) - no third party, no affiliates.

IL MAKIAGE provides customer service through email support

🦉 Order Types🦉

Regular order 30 days from the purchase date Coupon codes can be applied Available in US/CA only

60-day order 60 days from the purchase date Coupon codes can be applied Available in all countries except US/CA

TBYB (Try before you buy) 14-day trial from delivery date Coupon codes cannot be applied Available in US/CA only Full-sized product was sent for a 14-day trial Regardless of the total amount of the order, the customer will always be charged for shipping costs. Can be placed via Quiz links or Looks. Limitation (look orders) - 3 items only TBYB Look Orders - influencers

TBYB SUB (try before you buy subscription) Same with TBYB, but here - the customer enrolled in a subscription

BUY SUB Regular order enrolled in a subscription. 30 days (US/CA) 60 days (All countries except US/CA) Null sub = Buy sub

Recurring Buy Automatic orders are sent to the subscribed customers. Regardless of the country, the return and exchange policy is 30 days from the date the order was created.

Upsell order (Add-on) Add-on orders have a 30-day return or exchange period (US/CA) Add-on orders have a 60-day return or exchange period (UK, AU, AT, EU, DE) 20% discount as an additional item Shipped together with the original order Possible until : -U, -U2, -U3

🦉 Order Numbers🦉

10XXXXXXX, 60XXXXXXX, 620XXXXXXX, 630XXXXXXX - US/CA 66xxxxx - US Spanish 30XXXXXXX, 340XXXXXX - UK 410XXXXXX, 420XXXXXXX - Germany (DE) 450XXXXXX - Austria (AT) 430XXXXXX, 440XXXXXX - Australia (AU) European 031XXXXXXX (Ireland) 31XXXXXXX new order numbers 032XXXXXX (Finland) 49XXXXXX new order numbers 033XXXXXX (Netherlands) 48XXXXXX new order numbers 50XXXXXXX - Denmark 51XXXXXXX - Sweden 46XXXXXXX, 47XXXXXXX - France 53XXXXXXX - Spain 52XXXXXXX - Italy X+1 - recurring buy X-1 - exchange or replacements X-B - brush added to the order for opting into a subscription. X-U - upsell order X_D - Delayed Payment orders: These orders had issues being charged or preauthorized at checkout, but after additional attempts, we were able to charge them.

🦉 Preauthorization🦉 Pending charge or temporary hold that normally releases from 1 to 4 days.

🦉 Charging Timeline🦉 Day  Customer Action 0  Order placed 0-23  Able to download return label 24  If the customer did not download the return label within 23 days, the Customer Charged 29  If the customer did download the return label within 23 days (but did not return it): The customer Charged

of times customer can download return label: 1 only

❗❗❗ Charging timeline - internal dates❗❗❗

🦉 Policies and Procedures🦉

Editing/Canceling Orders After an order is placed, we cannot cancel or edit the order

Benefits of Creating an Account: Tracking orders Reviewing past purchases Wish List: Allows you to store items for later (including sold-out items) Welcome discount (10%) Auto-Replenishment (Account required)

Return and Exchange Policies Regular Orders (30 Day Orders) - 30 days from the purchase date 60-day orders - 60 days from the purchase date Try Before You Buy - 14 days from the delivery date Auto-replenishment orders (recurring buy) - 30 days from the date the order is created International Orders are not eligible for return and shade exchange. They are final sale.

Regular orders (return) with e-gift code If the customer used an e-gift code (fixed rate, non-percentage), they can return their order, but they will only be refunded the amount paid after the e-gift code is applied If the customer used an e-gift code and paid $0.00, then they are unable to download a return label and unable to return.

Processing at Warehouse - If an order is stuck Processing in the warehouse for OVER 5 BUSINESS DAYS, we can treat as didn't arrive.

In Transit (no updates) - If an order is in transit (has a tracking number) but there have been no updates for OVER 7 BUSINESS DAYS, we can treat as didn't arrive.

Post-Delivered Status - If a customer's order is marked as delivered OVER 24 HOURS ago, we can treat as didn't arrive.

If the customer reaches out and it has not been 24 hours since the order was marked as delivered, we can reply with GENERAL > Didn't Arrive > Under 24 Hours

🦉 TBYB AND REGULAR ORDER REPLACEMENT - “WITHIN”🦉 OPTION 1

🦉 TBYB AND REGULAR ORDER REFUND OR CANCELLATION OF TRIAL - “WITHIN”🦉 OPTION 2 🦉 TBYB OUT OF TRIAL (TBYB OOT)🦉

Charge Status Charge Accepted: The customer's payment for the TBYB products was successfully processed after the trial period. The customer has paid. No Charge: The customer's payment for their TBYB products has not yet been processed. Charge Declined: The customer's payment for their products was declined after the trial period.

TBYB OOT 3+ Months (over 3 months) If a customer's order is outside of the trial/return period of 3+ months (90+ days), we only offer a $20 code. We will not process a refund.

Free Order with CS Code means a one-time courtesy replacement.

🦉 E-Gift Code Policies + Procedures🦉 E-gift codes can only be used on new orders and cannot be applied on existing orders Each code is a one-time use code, so the customer must use the whole amount in one purchase Only one e-gift code can be applied at any given time E-gift codes are not valid for quiz-based orders (including Try Before You Buy orders) E-gift codes are not valid for limited edition or collaboration products Purchases made with an e-gift code are not eligible for exchanges Returns will only be refunded the amount paid after the applied e-gift card (excluding shipping costs, which are always non-refundable) Once an e-gift code is applied at checkout, it’s considered redeemed and cannot be reactivated or replaced

🦉 Birthday BOGO Codes 🦉 Buy One Get One will be applied when the customer puts 2 products in their cart, the less expensive product will be discounted as free to the customer Codes can be replaced if they are not working within 7 days of the customer receiving Code cannot be replaced after 7 days of the customer receiving

🦉 Shipping Fee 🦉 US and CA - free shipping for orders <$50 Shipping cost: TBYB US - $5 + tax CA - $9 Shipping costs below $50 US - $5.95 CA - $9

ENGLISH LANGUAGE: United States (US) (US/CA) Canada (CA) (US/CA) United Kingdom (UK) Australia (AU) Ireland (EU) Finland (EU) Netherlands (EU) Denmark (DK) Sweden (SE)

FOREIGN LANGUAGE:

Germany (DE) (DE/AT) Austria (AT) (DE) (DE/AT) France (FR) Italy (IT) Spain (ES)

🦉 Return Override 🦉 LINK

🦉 Zendesk 🦉 Zendesk is our Customer Relationship Management Software that we use to communicate with customers Ticket field: Country Ticket Description Order Type

🦉 Macros🦉 Order Type > Details > Details 2 > Country First descriptor: Order Type Second descriptor: Details Last descriptor: Country

General Macros ORDER TYPE > Cancel Order > Country GENERAL > E-Gift Code Help TBYB > TBYB Explanation > US/CA or GENERAL > TBYB Explanation GENERAL > Influencer Help ORDER TYPE > No Phones > Country (asking for call) GENERAL > PR + Business Inquiries (donations) GENERAL > Request Order Info (cannot pull up order) TBYB > Subscription > US/CA (not subscribed but requested to cancel the subscription) ORDER TYPE > Tracking Support > Country GENERAL > Wholesale Help ORDER TYPE > Wrong Address > Address Provided > Country ORDER TYPE > Wrong Address > Address Not Provided > Country ORDER TYPE > Wrong Address > Not Provided Response > Country ORDER TYPE > You’re Welcome > Country ORDER TYPE > No Printer > Country GENERAL > Gift Code Policy Add-In AUTO REPLENISHMENT > Info > US/CA or GENERAL > Auto Replenish > Info

Product issue Macros

ORDER TYPE > Complexion > Shade Exchange > Options > Country (MACRO FOR OPTION 1) ORDER TYPE > Complexion > Shade Exchange > Exchange Placed > Country (MACRO FOR OPTION 2) ORDER TYPE > Complexion > Shade Exchange > Return > Country ORDER TYPE > Complexion > Shade Exchange > 2nd Time > Country ORDER TYPE > Complexion > Shade Exchange > 3rd Time > Country ORDER TYPE > Damage > Options > Country (MACRO FOR OPTION 1) ORDER TYPE > Damage > Send New > Country (MACRO FOR OPTION 2) ORDER TYPE > Damage > Refund > Country ORDER TYPE > Damage > 2nd Time > Country ORDER TYPE > Damage > 3rd Time > Country ORDER TYPE > Shade + Damage > Country ORDER TYPE > Shade + Formula > Country ORDER TYPE > WULT Coverage > Too Heavy > Options > Country (MACRO FOR OPTION 1) ORDER TYPE > Coverage > Code (MACRO FOR OPTION 2) ORDER TYPE > Coverage > Return > Country ORDER TYPE > WULT Coverage > Too Light > Options > Country ORDER TYPE > WULT Coverage > Exchange Placed > Country (FROM WULT TO AP) ORDER TYPE > AP Coverage > Too Heavy > Options > Country ORDER TYPE > AP Coverage > Exchange Placed > Country (FROM AP TO WULT) ORDER TYPE > AP Coverage > Too Light > Options > Country (MACRO FOR OPTION 1) ORDER TYPE > Coverage > Code (MACRO FOR OPTION 2) ORDER TYPE > Coverage > Return > Country ORDER TYPE > Concealer Coverage > Options > Country (MACRO FOR OPTION 1) ORDER TYPE > Concealer Coverage > Keep > Country (MACRO FOR OPTION 2) ORDER TYPE > Concealer Coverage > Return > Country ORDER TYPE > Allergic Reaction > Country

Non-Product Issues Macros ORDER TYPE > Didn't Arrive > Options >Country (MACRO FOR OPTION 1) ORDER TYPE > Didn't Arrive > Send New > Country (MACRO FOR OPTION 2) ORDER TYPE > Didn't Arrive > Cancel > Country ORDER TYPE > Didn't Arrive > Still In Transit > Country ORDER TYPE > Other Issue > Options > Country MACRO FOR OPTION 1) ORDER TYPE > Other Issue > Keep > Country (MACRO FOR OPTION 2) ORDER TYPE > Other non-product> Return > Country

Complexion Products - Shade Exchange ORDER TYPE > Complexion > Shade Exchange > Options > Country MACRO FOR OPTION 1) ORDER TYPE > Complexion > Shade Exchange > Exchange Placed > Country MACRO FOR OPTION 2) ORDER TYPE > Complexion > Shade Exchange > Return > Country ORDER TYPE > Complexion > Shade Exchange > 2nd Time > Country ORDER TYPE > Complexion > Shade Exchange > 3rd Time > Country Non-complexion Products - Product Exchange ORDER TYPE > Non-Complexion > Product Exchange > Options > Country MACRO FOR OPTION 1) ORDER TYPE > Non-Complexion > Product Exchange > Exchange Placed > Country MACRO FOR OPTION 2) ORDER TYPE > Non-Complexion > Product Exchange > Return > Country ORDER TYPE > Non-Complexion > Product Exchange > 2nd Time > Country No Exchange - Skin Products ORDER TYPE > Skin > Product Exchange > Country

Missing items - Policy/Procedure: Refund does not include shipping fee ORDER TYPE > Missing Item > Options > Country MACRO FOR OPTION 1) ORDER TYPE > Missing Item > Send New > Country (MACRO FOR OPTION 2) ORDER TYPE > Missing Item > Refund > Country Damage macros ORDER TYPE > Damage > Options > Country ORDER TYPE > Damage > Refund > Country ORDER TYPE > Damage > Send New > Country ORDER TYPE > Damage > 2nd Time > Country ORDER TYPE > Damage > 3rd Time > Country Applications Instructions: GENERAL > Application Instructions > Power Boost Serum > US/CA/UK/AU/INTL GENERAL > Application Instructions > Power Repair Serum > US/CA/UK/AU/INTL GENERAL > Application Instructions > Face + Body Tanner > US/CA/UK/AU/INTL GENERAL > Application Instructions > Face Tanner > US/CA/UK/AU/INTL General > Skin > Country Availability GENERAL > Tanner > Tool Maintenance > US/CA/UK/AU/INTL

TBYB OOT MACROS (ALWAYS CHECK THE CHARGE STATUS)
OOT - Allergic Reaction TBYB OOT > Charge Accepted > Allergic Reaction > US/CA TBYB OOT > No Charge > Allergic Reaction > US/CA TBYB OOT > Charge Declined > Allergic Reaction > US/CA OOT - Damage TBYB OOT > Charge Accepted > Damage > US/CA TBYB OOT > No Charge > Damage > US/CA TBYB OOT > Charge Declined > Damage > US/CA OOT - RTS/LOST TBYB OOT > Charge Accepted > RTS/Lost > US/CA TBYB OOT > No Charge > RTS/Lost > Options > US/CA TBYB OOT > Charge Declined > RTS/Lost > US/CA OOT - Didn’t arrive TBYB OOT > Charge Accepted > Didn't Arrive > Options > US/CA TBYB OOT > No Charge > Didn't Arrive > Options > US/CA TBYB OOT > Charge Declined > Didn't Arrive Qs OOT - Returned in Trial TBYB OOT > Charge Accepted > Returned In Trial OOT - Returned Late TBYB OOT > Charge Accepted > Returned Late > US/CA TBYB OOT > No Charge > Returned Late > US/CA TBYB OOT > Charge Declined > Returned Late > US/CA OOT - No Return Record TBYB OOT > Charge Accepted> No Return Record > US/CA TBYB OOT > No Charge > No Return Record > US/CA TBYB OOT > Charge Declined> No Return Record > US/CA OOT - Shade Exchange Qs TBYB OOT > Charge Accepted > Shade > Exchange Qs > US/CA TBYB OOT > No Charge > Shade > Exchange Qs > US/cA TBYB OOT > Charge Declined > Shade > Exchange Qs > US/CA OOT - TBYB Confusion TBYB OOT > Charge Accepted > Confusion > Options > US/CA TBYB OOT > No Charge > Confusion > Options > US/CA TBYB OOT > Charge Declined > Confusion > US/CA TBYB OOT > Confusion > Over 3 Months OOT - TBYB Want Refund TBYB OOT > Charge Accepted > Want Refund > Options > US/CA TBYB OOT > No Charge > Want Refund > Options > US/CA TBYB OOT > Charge Declined > Want Refund > US/CA TBYB OOT > Want Refund > Over 3 Months OOT - Process Free Order (FOR TBYB OOT REPLACEMENTS) TBYB OOT > Charge Accepted > Process Free Order TBYB OOT > No Charge > Process Free Order OOT - Process Tryon Reorder (REPLACEMENT FOR TBYB OOT - RTS/LOST) TBYB OOT > Charge Accepted > Process Tryon Reorder TBYB OOT > No Charge > Process Tryon Reorder OOT - Code (OT50 code) TBYB OOT > Charge Accepted > Provide Gift Code TBYB OOT > No Charge > Provide Gift Code OOT - Provide Refund TBYB OOT > Charge Accepted > Provide Refund

REGULAR - OUTSIDE RETURN PERIOD ORP - Didn’t arrive REGULAR > Outside Return Period > Didn't Arrive IF ACCEPTED REGULAR > Outside Return Period > Didn't Arrive > Send New IF REFUSED REGULAR > Outside Return Period > Didn't Arrive > Refused Replacement ORP - SHADE For NON-COMPLEXION: REGULAR > Outside Return Period > No Options > US/CA For COMPLEXION: (OUTSIDE 30 DAYS BUT WITHIN 60 DAYS) REGULAR > Complexion > Outside Return Period > Shade REGULAR > Complexion > Outside Return Period > Shade Exchange Placed IF OVER 60 DAYS FROM THE PURCHASE DATE = NO OPTIONS ORP - COVERAGE For NON-COMPLEXION: REGULAR > Outside Return Period > No Options > US/CA For COMPLEXION: (OUTSIDE 30 DAYS BUT WITHIN 60 DAYS) REGULAR > Complexion > Outside Return Period > Coverage REGULAR > Complexion > Outside Return Period > Coverage Exchange Placed REGULAR > Complexion > Outside Return Period > Coverage No Match IF OVER 60 DAYS FROM THE PURCHASE DATE = NO OPTIONS ORP - DAMAGE IF OVER 60 DAYS FROM THE PURCHASE DATE = NO OPTIONS REGULAR > Outside Return Period > No Options If Within 60 Days (from Purchase Date) = WE SEND $30 CODE REGULAR > Outside Return Period > Damage > Within 60 Days ORP - ALLERGIC REACTION REGULAR > Outside Return Period > No Options ORP - OTHER REGULAR > Outside Return Period > No Options

TBYB Payment Issues Macros TBYB OOT > Failed Payment Charge > US/CA Change Payment Method TBYB > Change Payment Method > US/CA TBYB OOT > Change Payment Method > US/CA TBYB > Mistakenly Charged > US/CA Pre-Authorization TBYB > PreAuthorization > US/CA TBYB > PreAuthorization > Response > US/CA Return Macros Help 3 Days TBYB > Help 3 Days > US TBYB > Help 3 Days > CA Request Label REGULAR > Request Return Label > US REGULAR > Request Return Label > CA REGULAR > Request Return Label > INTL TBYB > Request Return Label > US TBYB > Request Return Label > CA Return Help REGULAR > Return Help > US REGULAR > Return Help > CA REGULAR > Return Help > INTL 60 DAY > Return Help > US TBYB > Return Help > US TBYB > Return Help > CA

Make-up Info Macros MAKEUP INFO > Cruelty-Free (animal) MAKEUP INFO > Gluten Free MAKEUP INFO > Ingredients Help MAKEUP INFO > Pregnancy Safe MAKEUP INFO > Talc MAKEUP INFO > Vegan MAKEUP INFO > SPF Application Tip MAKEUP INFO > Concealer Application MAKEUP INFO > False Lash Application MAKEUP INFO > Foundation Application MAKEUP INFO > Power Boost Serum Application MAKEUP INFO > Power Cream Application MAKEUP INFO > Power Lift Application MAKEUP INFO > Power Polish Application MAKEUP INFO > Power Repair Serum Application MAKEUP INFO > Power Rewind Application MAKEUP INFO > Tanner Application > Face MAKEUP INFO > Tanner Application > Face + Body MAKEUP INFO > Skincare Steps MAKEUP INFO > Cosmetic Steps Product issue MAKEUP INFO > Concealer blendability MAKEUP INFO > Foundation blendability MAKEUP INFO > Foundation Cakey MAKEUP INFO > Oxidation MAKEUP INFO > Power Lift Sticky MAKEUP INFO > Power Rewind Packaging MAKEUP INFO > Power Rewind Residue MAKEUP INFO > Power Rewind Shade MAKEUP INFO > Tanner Shade MAKEUP INFO > Tanner Wear/Transfer MAKEUP INFO > Wear/Transfer Skin Concern Macros MAKEUP INFO > Dry Skin MAKEUP INFO > Fine Lines/Wrinkles MAKEUP INFO > Hyperpigmentation MAKEUP INFO > Oily Skin MAKEUP INFO > Rosacea MAKEUP INFO > Sensitive Skin MAKEUP INFO > Vitiligo Tool Maintenance Macros MAKEUP INFO > Tool Maintenance > Brushes MAKEUP INFO > Tool Maintenance > Tanner Tools General Product Info Macros MAKEUP INFO > PowerMatch Quiz MAKEUP INFO > General Tanner Info MAKEUP INFO > Foundation Non-Comedogenic MAKEUP INFO > Mascara Info MAKEUP INFO > Brow Info & Application MAKEUP INFO > Renew vs. Recharge Cream MAKEUP INFO > Boost vs. Repair Serum MAKEUP INFO > Shelf Life/Expiration MAKEUP INFO > WULT vs. AP MAKEUP INFO > Eye/Lip Pencil Sharpening MAKEUP INFO > Luminous/Dewy Finish MAKEUP INFO > Seasonal Shade Change Product Recommendation Macros MAKEUP INFO > General Product Recommendation MAKEUP INFO > Product Recommendation > Shade 5….250 Code Macros GENERAL > Code Already Used GENERAL > Code Exchange GENERAL > Code Exchange > Response GENERAL > No Code Input (no textbox to put the voucher) GENERAL > Code Extension GENERAL > Code No Label GENERAL > Code on Existing Order GENERAL > Code Returned GENERAL > Collab Product Code GENERAL > Combine Codes GENERAL > Didn't Receive Review Code GENERAL > Didn't Receive Review Code > Response GENERAL > E-Gift Code Help GENERAL > Free Shipping + Code GENERAL > Gift Code Policy Add-In

Upsell Macros UPSELL > REGULAR > Cancel Order UPSELL > REGULAR > Confusion UPSELL > REGULAR > Return Help > Add-On Only UPSELL > REGULAR > Return Help > Original + Add-On UPSELL > TBYB > Return Help > Original + Add-On Escalations ESCALATE: Long Processing ESCALATE: Cosmetic Question ESCALATE: For Shade Matching ESCALATE: SEVERE Adverse Reaction ESCALATE: Long/Confusing Thread (longer than 10 emails long) ESCALATE: Profanity ESCALATE: Extreme Anger ESCALATE: Charge/Preauth (No Order) ESCALATE: No Refund Button ESCALATE: Refund Confirmation/Screenshots Needed ESCALATE: Duplicate Charges ESCALATE: Refund Error ESCALATE: Focus Group ESCALATE: High-Value Order ESCALATE: Password Reset GENERAL > Password Reset ESCALATE: Delete Account ESCALATE: Update Email Address ESCALATE: Update Phone Number ESCALATE: Fraud WITHOUT Order ESCALATE: Update TBYB Payment TBYB > Change Payment Method > US/CA ESCALATE: Bank/Legal Inquiries ESCALATE: Too Many Orders/Replacements ESCALATE: SpoiledChild MOVE MOVE: German Order (41XXXXXXXX) MOVE: Italian Order (52XXXXXXXX) MOVE: France Order (46XXXXXXXX or 47XXXXXXXX) Note: Please DO NOT escalate tickets for Canadian orders that are in French - please translate via Google Translate and reply in English MOVE: Spain Order (53XXXXXXXX) MOVE: US Spanish Order (66XXXXXXXX)

SPECIAL PROCESS: Customs Fee GENERAL > Customs Charge GENERAL > Customs Charge > Accepted Diversity (complaint regarding diversity (race, gender, size, age) GENERAL > Diversity Inquiry GENERAL > Diversity Inquiry > Mature Incorrect Item Returned ( they have switched or used the incorrect return label for their return and the wrong item) GENERAL > Incorrect Return Checkout Errors (cannot check out or their order is not going through due to a payment issue) GENERAL > Checkout Errors GENERAL > Checkout Errors > TBYB GENERAL > Checkout Errors > BUY Price Increase (referencing a product price increase) GENERAL > Price Change > US/CA FIF Name GENERAL > FIF Name Complaint Name Calling GENERAL > Name Calling Complaint Overall Language GENERAL > Overall Language Complaint Fraud WITH Order ORDER TYPE > Claimed Fraud > Order > COUNTRY Overdraft Fee GENERAL > Overdraft Fee Info Health Issues (BEFORE, anything about sickness, surgery, confinement, disorder, funeral, death = escalate to health issues) Long Preauth (Over 4 days) ORDER TYPE > Long Preauth > Initial ORDER TYPE > Long Preauth > FollowUp ORDER TYPE > Long Preauth > Final Trial Extension TBYB > Extension Request > Extension Granted TBYB > Extension Request > Extension Denied

🦉 HANDLING TICKETS🦉

1. Take it (assign it to yourself)
2. Check related tickets (merge if necessary)
3. Read the customer's email (top to bottom)
4. Before answering, make sure that it is not a subscription.
5. Check Agnostack and Magento (Order type, Country, Charge Status, within or OOT/ORP)   If TBYB, check if it is within trial or OOT. If OOT, check the charge status. Is it charge accepted, declined, or no charge?   If Regular, check if it is within or outside the return period.
6. Select Correct Macro. 6A. Update Billing Address/Shipping Address (for RTS, didn’t arrive, and wrong address)
7. Do Exchange/Replacement/Cancel Trial/Credit Memo if necessary.
8. Generate code if necessary.
9. Check the customer's name (response)
10. Check the Ticket Field before sending (country, order type, description)
11. Proofread your response.
12. Submit as pending, solved, or open.

FOR OOT/ORP POLICIES & PROCEDURES: HERE.

AUTO REPLENISHMENT GUIDE New order types to handle: TBYB SUB BUY SUB RECURRING BUY

Note: Not all of our products are available for Auto-Replenishment

TBYB SUB: The 14-day trial order was enrolled in a subscription BUY SUB: A regular or 60-day order that was enrolled in a subscription RECURRING BUY: The automatic orders placed in our system (+1, +2, +3 order numbers)

If the customer returns the TBYB SUB order (within the trial) or BUY SUB order (within the return period), the subscription will be automatically canceled.

📝 Please note: subscriptions ALWAYS need to be updated when there is a SKU change. If the SKU remains the same, there is no need to update the subscription. ALWAYS check OrderGroove to ensure everything is up to date and correct. MACROS

Customer wanted to cancel subscription   US/CA::TBYB SUB::Cancel Instructions   US/CA::TBYB SUB OOT::Cancel Instructions   US/CA::BUY SUB::Cancel Instructions   US::RECURRING BUY::Cancel Instructions     US::RECURRING BUY::Cancel Instructions::Response

Customer wanted to edit frequency, quantity, payment information, shipment date   US::RECURRING BUY::Edit Account

Customer received the recurring shipment and wanted to return   US::RECURRING BUY::Wants Return Label (no reason provided)   US::RECURRING BUY::Other Return Reason (provided reason but not shade, damage)     OPT 1: US::RECURRING BUY::Send Return Label     OPT 2: US::RECURRING BUY::Keep+Code

Customer received TBYB SUB or BUY SUB order, and wanted to return   US::TBYB SUB::Return Help or US::TBYB SUB::Request Return Label   US::BUY SUB::Return Help or US::BUY SUB::Request Return Label

Customer was confused with the new charge (recurring order +1, +2)   US::RECURRING BUY::Confusion

Customer is aware that the charge came from the subscription but they didn’t mean to sign up   UK::RECURRING BUY::Mistake Subscription     If the customer replied and wanted to return:         UK::RECURRING BUY::Mistake Subscription::Label

Customer requested to cancel the order (original order)   US/CA::TBYB SUB::Cancel Order   US/CA::BUY SUB::Cancel Order

PRODUCT ISSUE - MACROS (AR)

Complexion

TBYB SUB 1ST TIME   US/CA::TBYB SUB::Complexion::Shade Exchange::Options     OPT 1: US/CA::TBYB SUB::Complexion::Shade Exchange::Exchange Placed     OPT 2: US::TBYB SUB::Complexion::Shade Exchange::Return 2ND TIME   US/CA::TBYB SUB::Complexion::Shade Exchange::2nd Time     US/CA::TBYB SUB::Complexion::2nd Shade Exchange::Exchange Placed     US/CA::TBYB SUB::Complexion::Shade Exchange::2nd Time::No Recommendation 3RD TIME   US/CA::TBYB SUB::Complexion::Shade Exchange::3rd Time

BUY SUB 1ST TIME     US/CA::BUY SUB::Complexion::Shade Exchange::Options     OPT 1: US/CA::BUY SUB::Complexion::Shade Exchange::Exchange Placed     OPT 2:US::BUY SUB::Complexion::Shade Exchange::Return 2ND TIME   US/CA::BUY SUB::Complexion::Shade Exchange::2nd Time     UK::BUY SUB::Complexion::2nd Shade Exchange::Exchange Placed     UK::BUY SUB::Complexion::Shade Exchange::2nd Time::No Recommendation 3RD TIME   US/CA::BUY SUB::Complexion::Shade Exchange::3rd Time

RECURRING BUY 1ST TIME   US::RECURRING BUY::Complexion::Shade Exchange::Options     US::RECURRING BUY::Complexion::Shade Exchange::Exchange Placed     US::RECURRING BUY::Refused Option::Label 2ND TIME   CA::RECURRING BUY::Complexion::Shade Exchange::2nd Time     CA::RECURRING BUY::Complexion::2nd Shade Exchange::Exchange Placed     AU::RECURRING BUY::Complexion::Shade Exchange::2nd Time::No Recommendation 3ND TIME   US::RECURRING BUY::Complexion::Shade Exchange::3rd Time

DAMAGE

1ST TIME TBYB SUB

US/CA::TBYB SUB::Damage::Options OPT 1: US/CA::TBYB SUB::Damage::Send New OPT 2: US/CA::TBYB SUB::Damage::Cancel    BUY SUB 1ST TIME     US::BUY SUB::Damage::Options     OPT 1: US/CA::BUY SUB::Damage::Send New     OPT 2:US/CA::BUY SUB::Damage::Refund

RECURRING BUY 1ST TIME   US::RECURRING BUY::Damage::Options     OPT 1: US::RECURRING BUY::Damage::Send New     OPT 2:US::RECURRING BUY::Refused Option::Refund

US/CA::TBYB SUB::Damage::Options

US/CA::BUY SUB::Complexion::Shade Exchange::Options