ORICLE HEARING AID

PUSHBACK PROCESS

Return/Refund Handling Workflow

  • UPGRADE LINK:

https://www.oriclehearing.com/discount/UPGRADE-Z7YL?redirect=%2Fproducts%2Foricle-true-fit-premium-over-the-ear-otc-hearing-aids

✅Layer 1

The customer asks for a refund without specifying a reason.

Customer Inquiry Examples:

  • I want a refund

Macros:

Ask why customer wants to refund {NAME: OH_RP_ASK}

Hello {{ticket.customer.firstname}},

Thank you for reaching out. I’m sorry you’re not fully satisfied with your Oricle Hearing Aid purchase and I’d love to make things right.

To help me process the best solution for you, could you share a bit more about why you’d like a refund?

Common examples are:

• Product performance (e.g., feedback, noisy, device too big, doesn’t help with hearing, small buttons )

• Shipping damage

• Duplicate order or accidental purchase

• Other (please specify)

Your feedback helps us improve and ensures we resolve this as quickly as possible. 😊

Looking forward to your reply!

Best,

Anastasia Miller | Customer Service Representative

✅Layer 2:

The customer asks for a refund and specifies a reason such as a product issue. The GOAL here is to try and SOLVE the customers issue through troubleshooting.

Quality-related

  • Device too big / Uncomfortable / hurts ear
  • Doesn’t Help with Hearing
  • Feedback/Whistling
  • Sound Quality

Shipping-Related (Reshipment processed, no TS applied)

  • Damaged in transit
  • Order stuck in "confirmed" status
  • Lost Order (no movement >7 days)
  • Incomplete Items Delivered - Missing Pack/Item
  • Wrong Product Delivered

Troubleshoot customer issue {NAME: OH_RP_TROUBLE_INSERT TROUBLESHOOT SUBJECT HERE}

OH_RP_TROUBLE_Doesn't_Fit/TooBig

Hi Customer first name,

Thank you for reaching out to us! We’re sorry to hear that the hearing aids are not fitting as expected. Here are a few tips that may help you achieve the best fit and comfort:

  • Try Different Dome Sizes: The Oricle Hearing Aid comes with three different dome sizes. We recommend trying all of them to see which one fits your ear most comfortably. This range of options can help improve both comfort and the performance of your hearing aids.
  • Trial and Error: It’s common for users to need a bit of trial and error to find the most comfortable and discreet fit. Please don’t hesitate to experiment with different sizes to find the one that works best for you.
  • Protrusion from the Ear: The hearing aids are designed to fit snugly inside your ears, but for some users, they may protrude slightly, especially if you have smaller ear canals. It’s important to note that this is normal, and the devices are not intended to fit entirely flush for everyone.
  • Correct Insertion: When inserting the hearing aids, ensure that they are gently placed inside your ear and are snug but do not cause discomfort. This will help maximize both comfort and sound clarity.

We also recommend visiting our Video FAQs page for step-by-step video tutorials that many customers find helpful.

If the issue persists, please don’t hesitate to reach out to us.

Best regards,

Mary Hudson

Customer Service Representative

Oricle Hearing LLC

OH_RP_TROUBLE_Feedback/Whistling

Thank you for reaching out to us. We understand you’re experiencing a whistling (feedback) sound with your Oricle Hearing Aids. Several factors can cause this feedback sound, and we’ve provided solutions below to help you address each one:

1. Volume Too High: A higher volume can increase sound pressure, which may cause sound leakage and lead to feedback. Try lowering the volume slightly to minimize sound leakage.

2. Eartip Size: Feedback can occur if the ear tip doesn’t fit securely in your ear canal. Your package includes large, medium, and small ear tips. Experiment with different ear tip sizes to find the best fit for your ear canal to reduce whistling.

3. Broken Eartips: A damaged or broken ear tip can create gaps, leading to sound leakage and feedback. Check the ear tips for any signs of wear and replace them if necessary.

4. Incorrect Wearing: If the microphone is inadvertently covered, it can cause feedback. Avoid covering the microphone when handling your hearing aids, and make sure you’re wearing the left and right hearing aids on the correct ears for a proper fit.

5. Hearing Aids Turned On Before Wearing: Turning on the hearing aids before they are properly positioned may lead to feedback. We recommend keeping the hearing aids off before placing them in your ears. They will automatically turn on about 12 seconds after being worn.

6. Microphone Coverage: Ensure that the microphone (sound inlet) remains uncovered after wearing, as this will help minimize feedback. Check that the microphone is clear and not obstructed by anything after you’ve put on the hearing aids.

Mary Hudson, Customer Service Representative

Oricle Hearing

OH_RP_TROUBLE_Sound_Quality

Thank you for reaching out! I’m sorry to hear that you’re having trouble with the sound quality of your Oricle Hearing Aids. I’d like to offer a few suggestions to help improve your experience.

- Cleaning the Microphone and Speaker: Over time, the microphone (sound inlet) or speaker (sound outlet) might become clogged, which can affect sound clarity. Using the cleaning tool provided in your package to clean these areas can help clear any debris and restore sound quality.

- Adjusting the Volume: Sometimes, low volume settings can make sound seem unclear or muted. Try increasing the volume slightly to see if this enhances the clarity.

- Assessing Your Hearing Needs: Oricle Hearing Aids are optimized for individuals with mild to moderate hearing loss (up to 50 dB). If your hearing loss is more severe, you may benefit from a higher-power hearing aid designed to amplify sounds more effectively. Please feel free to reach out if you’d like assistance in selecting a hearing aid that best suits your needs.

- Adapting to Background Noise: If you’re newly using hearing aids, it’s normal to perceive regular environmental sounds as "background noise." This is because your ears are suddenly exposed to a wider array of sounds after a long period without them. We recommend starting with short wear periods (one to two hours daily) in quiet environments. Gradually, as you become comfortable, you can increase the wearing time and start using your hearing aids in noisier settings. With time, you’ll typically find that background noise becomes less noticeable.

We also recommend visiting our Video FAQs page for step-by-step video tutorials that many of our customers find helpful.

Hope this helps!

OH_RP_TROUBLE_Doesn’t help_with_hearing

OH_RP_TROUBLE_Not_Turning_On

Thank you for reaching out. I understand you're having trouble powering on your Oricle Hearing Aid, and I’m here to assist you.

Please note that Oricle Hearing Aids are shipped in factory mode, which means the batteries are not yet activated. This is a standard safety precaution during transit. To activate the device, please connect the charging cord and charge the case with the hearing aid inside. This step is essential, as the device will not function unless it has been charged in this manner.

If you’ve followed these steps and the device still isn’t powering on, please let me know, and I’ll be glad to assist you further.

✅Layer 3:

The customer complaint cannot be solved through troubleshooting and they still want a refund. In this step we are going to offer free items to try and SAVE the sale.

  • I just want a refund
  • It doesn’t work

Troubleshoot customer issue {NAME: OH_RPSAVE_INSERT TROUBLESHOOT SUBJECT HERE}

Too big/uncomfortable {NAME: OH_RPSAVE_too_big_uncomfort}

Hello Customer first name,

I’m sorry the Oricle 2.0 feels too big in your ear. It sounds like our TrueFit™ Behind-the-Ear model might be a much better solution.

Unlike in-ear models, the TrueFit™ doesn't go deep into the canal. Instead, a soft, feather-light tip rests gently at the canal opening while the main unit sits comfortably behind your ear. It’s specifically designed for situations like yours.

Here’s what I’d love to do for you:

🎁 Instant Comfort Upgrade!

This new model is priced at $289 but I’ve created a private link for you with a $99 credit so you’ll only pay $190.

Shipping is FREE 🚚. You’ll see the discount at checkout.

No need to send anything back; you can keep the Oricle 2.0 as a backup.

✨✨✨ Why TrueFit™ isn’t just a better fit—it’s the right one for you:✨✨✨

✔️ Only a soft tip goes in your ear—no pressure or deep fit

✔️ Open-fit design prevents that “plugged-up” feeling

✔️ Feather-light—less than 0.1 oz, barely noticeable

✔️ Larger buttons for easy control

✔️ 2x microphones for clearer speech and less feedback

🔗 Your private checkout link: TrueFit™ Behind-the-Ear (Discount already applied)

📦Your new aids will ship out within 1 business day from California or Florida, and you’ll receive a tracking link via email.

If you feel an upgrade isn’t right for you,we can of course assist with next steps but I truly believe the TrueFit™ will give you the comfort and clarity you were hoping for.

Let me know how you'd like to proceed, I’ll be here to help.

Warm regards, {Agent Name}

Workflow

  • Tag ticket as “BTE-Sale Save”
  • Tag ticket “BTE-Credit”

Whistling/Feedback {NAME: OH_RPSAVE_feedback}

I understand how annoying that high-pitched feedback can be. It sounds like our TrueFit™ Behind-the-Ear model might be a much better solution.

TrueFit™ is engineered with dual microphones and advanced feedback suppression technology to eliminate that squealing sound. 🔊✨ Clearer sound, more comfort—just a better all-around experience!

✨Why TrueFit™ Behind-the-Ear stops the whistling

• Behind-the-ear design keeps the microphones farther from the speaker, breaking the acoustic loop that causes feedback.

• Adaptive digital feedback cancellation detects and suppresses squeals before you hear them.

• Directional dual microphones focus on voices up front, so less stray sound re-enters the mic.

• Open-fit ear tip vents excess sound and prevents the “pressure seal” that often triggers feedback in in-ear models.

• Auto-gain control fine-tunes volume in tiny steps, avoiding sudden spikes that can set off a squeal.

✔️ Easy to operate: No apps, no confusing menus.

🔗 Your exclusive checkout link:TrueFit™ Behind-the-Ear (discount already applied!)

If you feel an upgrade isn’t right for you, we can of course assist with next steps but I truly believe the TrueFit™ will give you the comfort and clarity you were hoping for.

Whatever you decide, I’m here to help you hear clearly—without the squeal.

Doesn’t Help With Hearing {NAME: OH_RPSAVE_no_hear}

I’m sorry the Oricle 2.0 isn’t giving you the speech clarity you expected especially when it comes to understanding speech. That can be incredibly frustrating. It sounds like our TrueFit™ Behind-the-Ear model could be a much better fit for you.

TrueFit™ is engineered to deliver crisp, clear sound with advanced feedback suppression and dual microphones that help isolate voices from background noise.

Clearer sound, more comfort—just a better all-around experience.

✔️ TrueFit can go louder than the Oricle 2.0 when needed, yet the volume steps are smaller, so you can dial in speech clarity without making voices sound sharp or distorted.

✔️ Directional dual microphones focus on speech in front of you and dampen background clatter.

✔️ Speech-focused digital processing (6-band noise reduction) boosts vocal frequencies while filtering steady noises like fans or traffic.

✔️ Adaptive feedback control kills the high-pitched squeal common in smaller in-ear units.

✔️ Open-fit design keeps your own voice sounding normal and prevents that “echo-chamber” effect.

Cancellation / Change of Mind {NAME: OH_RP_Cancel_change_of_mind}

Change of mind - Unshipped:

I understand you’d like to cancel your Oricle 2.0 and I’m here to help with that. But before we process that, I’d love to offer you a win-win alternative that many of our customers have loved:

🎁 Keep Your Oricle 2.0 + Upgrade to TrueFit™ with $99 Off 💸

We’ll still ship your original Oricle order as planned AND we’re giving you a $99 voucher toward an upgrade to our most comfortable model: TrueFit™ Behind-the-Ear.

That means:

✅ You keep both the Oricle 2.0 and the TrueFit™

✅ You get $99 off the regular TrueFit™ price

✅ Shipping is FREE on the upgrade

✅✅ Double the value: You’ll have two pairs of hearing aids—one for everyday use, and a spare set for travel, backup, or emergencies!

✨Why Customers Are Loving TrueFit™

  • More comfortable fit: No bulky pieces to fit in your ear canal
  • Only a feather-light soft tip sits in the canal; the electronics rest comfortably behind the ear. Check out the pictures in your private link below.
  • Weighs less than 0.1 oz—most customers forget it’s there.
  • Open-fit ear tip keeps your own voice sounding normal and prevents that “echo-chamber” effect.
  • It has 2x the microphones so speech specifically is much clearer and there is no high pitched feedback.
  • Larger buttons make volume and mode changes easy.
  • Easy to operate: No apps, no confusing menus.

👉 Your private checkout link: (TrueFit™ Behind-the-Ear)

🚀 Checkout takes under two minutes.

📦 It will ship within 1 business day from either California or Florida and you’ll receive a tracking link via email.

I’ll be here if anything comes up.

Change of mind - Shipped (unopened):

Thanks for letting us know. We understand that sometimes plans change, even before trying a product.

Before you proceed with a return, we wanted to share an option many customers find useful:

🎁 Before You Return Your Oricle 2.0 — Gift It or Keep It as a Spare + $99 Off TrueFit™ 💸

Instead of returning your Oricle 2.0, you may choose to keep it as a gift for a family member or loved one, or set it aside as a spare pair for travel, emergencies, or backup use—and upgrade yourself to our most comfortable model, TrueFit™ Behind-the-Ear.

✨ Special Upgrade Pricing Just for You

  • Regular price of TrueFit™: $289
  • $99 private credit applied
  • Your price today: $190
  • FREE shipping on the upgrade

What this means for you:

✅ Keep the Oricle 2.0 ✅ Use it as a gift or a backup pair ✅ Upgrade to TrueFit™ for just $190 ✅ Enjoy the flexibility of having two hearing solutions

✨ Why Customers Are Loving TrueFit™

  • Open-fit, behind-the-ear design for all-day comfort
  • Ultra-lightweight (under 0.1 oz)
  • Natural sound with no “echo” effect
  • Dual microphones for clearer speech and reduced feedback
  • Large, easy-to-use buttons
  • No apps or complicated setup

📸 You can view photos and full details using your private link below.

👉 Your private checkout link: (TrueFit™ Behind-the-Ear) 🚀 Checkout takes under 2 minutes 📦 Ships within 1 business day from CA or FL, with tracking sent via email

Pushback Failed

  • Send Partial Refund Offer macro
  • If insisting for full refund - OHA Return Within 30 days

Tracker - All tickets should be logged in the Refund Pushback Tagging Sheet:

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