L4: Ordering and Payment

Placing an order:

GENERAL:

• One address per order
• We do not take phone order
• All orders are through online store, they can purchased in authorized online reseller which is Amazon

DISCOUNT: a. Seasonal Discount

• During holydays
• Kit that expires a certain date b. Ongoing email campaign discount c. "Non-23andme" Discounts

DISCOUNT: Multi-kit discounts

• US, Canada, UK, EU -20% off each additional kit of the same service
• ROW -20% off each additional kit added to single order

PRODUCT AND SHIPPING CHART products and shipping chart (IHC)

3 Types of Outbound shipping

1. Outbound Standard Shipping
2. Outbound Expedited Shipping
3. Outbound Express Shipping *all region that falls in express type of shipping requires a signature

• Disclaimer for ROW regions before proceeding to checkout stating that health reports are not included in the results.

Address verification: "Shipping address verification" (macro)

Payment Options

• Paypal Credit and Discover are accepted in US
• American Express (AMEX)
• Visa
• Mastercard
• Apple Pay is available in US store on Safari browser

*USD is charge on other regions

-If customer is seeing a SITE ERROR or still continues to experience difficulty, escalate to Tier 1 Advanced Ops for further investigations.

Order confirmation: when successful orders, the customers are taken to a confirmation page that includes M

• confirmation is send on order email address listed.
• Customers can cancel orders WITHIN 60 MINUTES after ordering.

Shipping confirmation email - once shipped from our warehouse

• If US, CA or ROW ship US order email incudes tracking number
• If

PACKING SLIP

• does not show billing address, purchaser or cost

REFFERAL PROGRAM (US and Canada)

• customers can receive a 20$ Amazon Gift Card (if relative or friend purchased HEALTH + ANCS KIT) $10 gift card (ANCESTRY + TRAITS KIT)

If phone referral: information or walkthrough If emails: TIER 1 REFFERAL https://refer.23andme.com

FSA/HSA BACKGROUND (only application in US) FSA- Flexible spending account HSA- Health savings account

• Health + Ancestry service is eligible for FSA/HSA benefits