Article KA-01521

script
Once suspicion is raised, try 3 times to qualify the caller using the following steps.

1. "Are you calling to place an order today?"
If the answer is YES, say: "Great! I'll be happy to help you with that."
If the answer is NO, ask next question.

2. "Are you calling regarding an order previously placed?"
If the answer is YES, ask for the order number and perform an order search.
If the answer is still NO, say:

3. "I'm sorry, but this number is for our customers. 
Thank you for calling [brand name]."

After 3 attempts, if the call is still suspicious and the caller hasn't provided valid order information, or if the caller says they are not calling for a valid business reason, you can release the call.

Capture the phone number and log the call details in Dynamics.
Notify your Team Supervisor, who can decide whether to block the number.
Use the Prank Calls wrap up code to wrap up the call.
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If you experience this, provide the customer with the First Warning script.

What to Say to the Customer: "I would like to be able to assist you, but if the inappropriate language continues, I will be required to end our call."

If the caller continues, use the Final Warning script.
What to Say to the Customer: "Due to the ongoing issue with inappropriate language, I will be ending our call at this time."

Disconnect and use the Prank Calls wrap up code to wrap up the call. Fill out the Abusive Caller form.
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                            _Create Your Own (CYO) Assortment_

*If a customer would like to change or update a component, you will need to *process an order change and follow the steps: 
*Select [Order Change] as your CSI type.​ 
*On the CSI Resolution screen, select [Gift Change] as your detail code. 
*Next under Select Action Type, you must click on [Change Order]. 
*On the Order Change screen, click [Edit Components].
*Select the components you would like to change/edit.    
*Once you have made the necessary changes, you must select [Save and Close]. 
*Review your changes once more and then click on [Confirm Changes]. 
*Then, you must click on [Apply]. 
*Next, click on [Return to CSI]. 
*You must complete the CSI by clicking on [Complete CSI]. 
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                            _Servicing Subscriptions Orders_

_Key Points_
*Customers MUST have a valid email address to order. 
*Subscriptions can only be placed on the website. 
*NOT every gift is subscription eligible. 
 
_Frequencies that the customer can select_
*2 weeks 
*4 weeks 
*8 weeks 
 
_Durations that the Customer can select_
*Continue until I stop (will go on until the customer cancels) 
*3 months (will automatically stop) 
*6 months (will automatically stop) 
*12 months (will automatically stop) 
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               _Cancelling Popcorn Club Orders_

Effective July 2025, we are not taking any new orders for TPF clubs; the existing ones will go through the end of the year.

Be on the lookout for a new club offering Fall of 2027. Subscriptions are still available on select tins, and these can only be placed on the website.


                      _Identifying the Master Order_

Locate the Master Order.

The Master will state 12 MO Club. This is the order that will need to be cancelled to cancel the remainder of the club.

There will be no need to issue a refund when cancelling the Master Order.

If a refund is needed, it will need to be issued on the previous shipment.


                    _Identifying the Sub Order_

If the customer needs to be refunded on the current months shipment stating they had previously cancelled their order, that refund will need to be processed on the current months order.

If we are still able to cancel the current month's shipment, we can do that as well. HOWEVER, if they want to cancel the remainder of the club, we must cancel the Master Order. There will be no need to issue credit when cancelling the Master order. ONLY REFUND THE CURRENT MONTHS SHIPMENT IF IT HAS ALREADY BEEN BILLED.