First Responder Discount

First Responder Discount

Purpose/Goal

The purpose of this SOP is to correctly identify who is eligible for our First Responder discount and apply the refund to the order as quickly as possible. 

Resources Needed

Gorgias

Shopify

Amazon Seller Central

Refund Sheet

Step 1 - Determine Eligibility for discount

Step 2 - Track Discount in Refund Sheet

Step 3 - Confirm Refund to Customer 

BEFORE YOU START: Military discount requests can come through DM’s, chat, or emails. We offer a 15% discount to veterans or active duty! We occasionally have nurses or first responders/law enforcement reach out for the discount as well, and as long as they send proof of working in the field, we will extend the discount to them. (They will typically send a picture of their badge). 

1. They must send us their order number and military email for Active Service. Some customers will link us to their Facebook as proof; since we need their email, we cannot accept that and will request their military email address.

   1. NOTE: For Veterans, we will ask for a copy of their DD214 (we only require this once since we can verify that they have sent it to us before). 

   2. If the customer does not provide a military email address or DD214, you can search customers' emails in Gorgias or Refund sheet to pull up past conversations/refunds so we can check if they have received the discount before; this way, we do not have to request the info from the customer. Please use the “MIL Discount - Need Email/DD214” template if we do not have this info on file or if they have not received the discount before. 

   3. Once you have the MIl Email/DD214, please move on to the next step. 

2.  Once we verify the DD214 or Military Email address, we will pull up the order in Shopify or Amazon to ensure no other promotions were applied. Please remember that we can not apply the discount to stacks or subscriptions, either. If the customer used loyalty points to pay for part of the order, that does not count since we see it as a payment method.

   1. If the customer's order is in payment pending status on Amazon, please snooze the ticket for a couple of hours to see if it is processed. If we are close to hitting the 24-response SLA, please let the customer know you are looking into this ASAP and will get back to them. 

   2. If the the customer used a code that is less than 15%, you can still process the discount up to 15% off. So, for example, if they used a 5% code, you can still process the discount up to 10% off.

3. If cust is not eligible for the discount due to a code being used, please use the “Max Discount” template. If the customer is not eligible for a discount due to a stack or subscription, you can take out the body of the template and replace it with (please unbold and un-italicize before sending): “Unfortunately, your order is ineligible for additional rebates since a Stack/Subscription/Sachet was purchased on this order. Since our stack and subscriptions are already discounted, we cannot apply any further discount; I sincerely apologize for the inconvenience.”

4. If the customer is eligible for a discount, then move on to the next step.

BEFORE YOU START: You will only complete this step once you verify that the customer is eligible for a discount. 

1. Once we verify that the customer is eligible for the discount, we can add it to the refund sheet. You will fill out column A-J. In column G, you will put 15% MIL, and in Column H, you will put Military Discount. 

   1. If you are processing it for a lesser amount, please adjust the percentage as necessary, for example, “5% MIL.”

BEFORE YOU START: Please do not respond to the customer until you have tracked it in the refund sheet. 

1. Once you track the refund in the refund sheet, please send the “Military Discount Processed” template and close the ticket. (If you had to process a discount of less than 15%, please edit the template as necessary)

●  Always double-check the information inputted on the sheet and ensure all necessary information is filled out for the quickest refund turnaround time.