Current Handling & SOPs

Hi Team @channel, Please follow the process below for Amazon and Walmart customer inquiries received through our Customer Service email. 1. Customer contacts us through email When a customer contacts us through our regular Customer Service email regarding an Amazon or Walmart order:

Do not immediately send the customer the macro. First, escalate the order through the appropriate Amazon or Walmart escalation sheet for review. Make sure the necessary order information and the customer's concern are included in the escalation.

2. Wait for the order review The order will be reviewed, and the result will be added to the appropriate Amazon or Walmart escalation sheet. Please check the sheet for the latest update before responding to the customer. Do not assume that an order is FBA or WFS based only on the customer's email or the order information available to CS.

3. If the order is confirmed as FBA/WFS: NOT MERCHANT FULFILLED If the update in the sheet confirms that the order is:

Amazon – Fulfilled by Amazon (FBA), or Walmart – Walmart Fulfillment Services (WFS) then the customer needs to initiate the conversation through the appropriate marketplace messaging system. For these orders:

Amazon/Walmart does not allow the seller team to initiate the Buyer-Seller Messaging conversation with the customer. The customer must initiate the conversation first through the appropriate Amazon or Walmart messaging system. Once the customer initiates the conversation, the appropriate team can assist the customer through that channel.

4. If the customer follows up through email If the customer follows up after the order has already been escalated:

Check the appropriate Amazon or Walmart escalation sheet. Review the latest update. If the order is confirmed as FBA or WFS and the update indicates that the customer needs to initiate contact through the marketplace messaging system, send the appropriate macro. Before sending the macro, make sure it is edited to match the marketplace. Amazon FBA → Use the Amazon version Walmart WFS → Use the Walmart version

Do not continue handling the FBA/WFS inquiry through regular email when the marketplace requires the conversation to be initiated through its messaging system.

:warning: IMPORTANT FOR CSRs Please do not say: “We are unable to reach you.”The issue is not that the Customer Service department cannot contact the customer. The specific issue is that Amazon/Walmart does not allow the seller team to initiate the messaging conversation for FBA/WFS orders. The customer must initiate the conversation first through the appropriate marketplace messaging system. Once the customer sends the message, the appropriate team can assist through that channel. Please also remember: Do not tell the customer to contact Amazon/Walmart Customer Service unless specifically instructed to do so. The customer needs to contact the seller through the appropriate Amazon or Walmart messaging system.

:envelope_with_arrow: CUSTOMER MACRO – AMAZON FBA Subject: Please Contact Us Through Amazon Hello [Customer Name], Thank you for following up with us. The Amazon seller team reviewed your order and found that it is Fulfilled by Amazon (FBA). For FBA orders, Amazon does not allow the Amazon seller team to initiate a message to the customer through Amazon Buyer-Seller Messaging. To allow the Amazon seller team to assist you with your concern, please initiate a conversation through Amazon Buyer-Seller Messaging. To contact the seller through Amazon:

Log in to your Amazon account. Go to Your Orders. Locate the order you need assistance with. Select the appropriate Problem with order or help option. Select Contact Seller or Message Seller. Send a message explaining your concern. Once you initiate the conversation through Amazon Buyer-Seller Messaging, the Amazon seller team can assist you directly through that channel. Thank you for your understanding.

:envelope_with_arrow: CUSTOMER MACRO – WALMART WFS Subject: Please Contact Us Through Walmart Hello [Customer Name], Thank you for following up with us. The Walmart seller team reviewed your order and found that it is fulfilled through Walmart Fulfillment Services (WFS). For WFS orders, Walmart does not allow the Walmart seller team to initiate a message to the customer through Walmart's messaging system. To allow the Walmart seller team to assist you with your concern, please initiate a conversation through Walmart's messaging system. To contact the seller through Walmart:

Log in to your Walmart account. Go to Purchase History. Locate the order you need assistance with. Select the order and choose the appropriate help option. Select the option to contact/message the seller. Send a message explaining your concern. Once you initiate the conversation through Walmart's messaging system, the Walmart seller team can assist you directly through that channel. Thank you for your understanding.

:arrows_counterclockwise: QUICK FLOW Customer emails CS  ↓  CSR escalates the order in the appropriate Amazon/Walmart sheet  ↓  Order is reviewed  ↓  Update is added to the sheet  ↓  Customer follows up by email  ↓  CSR checks the sheet  ↓  If FBA → Send Amazon FBA macro  If WFS → Send Walmart WFS macro  ↓  Customer initiates the appropriate marketplace messaging  ↓  Appropriate team can assist through that messaging channel

:pizza: ACKNOWLEDGMENT Please react with any food emoji so I know you have acknowledged this cascade. Please let me know if you have any questions.

This is a reminder that you should never directly assist customers with Amazon, Walmart, or eBay orders through phone calls, emails, chats, or any communication outside of the respective marketplace platforms. If a customer contacts our Customer Service line regarding an Amazon, Walmart, or eBay order, do not provide tracking updates, order status, replacement options, refund information, troubleshooting, or any other order-related assistance. What You Should Do Instead Please collect the following information from the customer: Amazon/Walmart/eBay Order ID Customer's First and Last Name Customer's Email Address Customer's Concern Once you have gathered the information: Log the concern in the Amazon Escalation Sheet Notify me in the amazon-inquiries Slack channel that a new escalation has been submitted. If the Customer Insists on Receiving Help If the customer insists that you assist them, politely explain: "I'm sorry, but marketplace orders are handled by a separate department, and it's outside the scope of our team to access or manage those orders directly. I'll make sure your concern is escalated to the appropriate team for review." Please do not make exceptions by providing updates or handling the concern yourself. Why This Is Important 1. Amazon Strictly Prohibits Off-Platform Communication Amazon requires all order-related communication to remain within the Buyer-Seller Messaging system. Sellers are not permitted to communicate with buyers outside Amazon regarding Amazon orders, even if the customer initiates the contact. 2. Customer Privacy & Data Protection Customer phone numbers, email addresses, and shipping information provided for Amazon orders are intended solely for order fulfillment. They must not be used for customer outreach or direct support. 3. Official Communication Record Amazon only reviews conversations that occur through Buyer-Seller Messaging. Phone calls, personal emails, or other off-platform conversations cannot be verified if a customer files an A-to-z Guarantee claim, leaves negative feedback, or disputes an order. 4. Protecting Our Marketplace Accounts Providing off-platform support may result in policy violations and could put our Amazon Seller Account at risk. Following the correct escalation process helps ensure we remain compliant with marketplace policies. The same principle applies to Walmart and eBay. All order-related communication should remain within each marketplace's approved communication channels and be handled by the appropriate team. Thank you for your cooperation and for helping us maintain compliance with marketplace policies.

Please follow this new process when handling Walmart escalation tickets like the ones shown in the attached screenshot. This only applies to tickets of this type. There are times when I have already communicated with the customer through Walmart Messaging. However, those conversations are not visible in the corresponding Zendesk ticket. In some cases, the customer's concern has already been fully resolved through Walmart Messaging. Since the previous conversation isn't visible in Zendesk, a CSR may unknowingly send another response asking for order information or advising that the issue will be escalated. This can confuse the customer because they have already received a resolution. Effective immediately: If you receive a Walmart ticket like the attached example, please do not respond or escalate it right away. Reach out to me first via Slack so I can confirm whether I've already communicated with the customer through Walmart Messaging. Once I confirm the status, you can proceed with the appropriate next steps if needed. This process will help us avoid duplicate responses and provide a smoother experience for our customers.

Just a quick reminder regarding unsubscribe requests from our marketing emails. If a customer replies to one of our marketing emails simply asking to be removed from the mailing list or unsubscribed, please do not assign the ticket to Mary. These requests can be handled directly by the CSR. How to process the request: • If the customer received a marketing email, they can unsubscribe by clicking the “Unsubscribe” link located at the bottom of the email. • If you’re replying on their behalf, use the Unsubscribe macro to assist them. • Once the customer has been unsubscribed (or provided with the unsubscribe instructions), mark ticket as Solved. Only assign the ticket to Mary if the customer has concerns beyond a standard unsubscribe request.

We are still seeing a significant number of marketing emails and unsubscription request tickets being submitted in Pending status today, despite previous guidance. As a reminder, marketing email tickets should be marked as SOLVED once Admin Support has been added as a follower. These tickets should not be placed in Pending status unless specifically instructed. If a ticket is simply awaiting a response or confirmation from the customer, it should still be set to Solved. Once the customer replies, the ticket will automatically reopen for further handling. Thank you for your cooperation and for helping maintain accurate ticket handling procedures and workflow consistency.

Just a quick reminder! Please avoid using Amazon, Walmart, or Shopify SKUs when creating manual orders (any brand). These are easy to spot, as they usually include “AMZ,” “WALMART,” or “SPF” in the product name or within the SKU itself. Appreciate everyone keeping this in mind. Thank you!

Please follow the updated process for handling Walmart customer emails: • If you receive an email with the subject line “Message from Walmart Customer” along with a Walmart Order ID, do not ask for the order number again. • If the customer’s message is unclear or missing details, you may ask for clarification about the issue only. • Once you have the necessary information, immediately escalate the concern to the Walmart 2026 Sheet. • After escalating, inform the customer that their concern has been forwarded to the Walmart Team and that we will continue assisting them via Walmart messaging. • After completing the escalation, make sure to notify via the amazon-inquiries Slack channel. Important: Failure to follow this process may cause serious impact on our Walmart store, as responses made outside the proper channel will not notify us within Walmart. • Similar to Amazon and eBay policies, do NOT inform customers that they will receive a phone call. These platforms do not allow sellers to contact customers by phone.

Please carefully review the following guidelines when escalating concerns to the Amazon / Walmart / eBay Escalation Sheet. Required Information Before Escalation You must secure the following details from the customer: Order ID Buyer’s Email Address Without the Order ID or buyer’s email, we cannot locate the order in Amazon. Some platforms (especially Amazon) do not allow searches using name or phone number. How Customers Can Locate Their Email and Order ID Per Platform Amazon Ask the customer to: Log in to their Amazon account Go to Your Account Click Login & Security Check the email address registered on the account For the Order ID: Go to Returns & Orders Select the order Copy the Order ID shown on top Walmart Ask the customer to: Log in to their Walmart Account Click Account Go to Account Settings Check the email address listed For the Order ID: Go to Purchase History Select the order Copy the Order Number eBay Ask the customer to: Log in to eBay Click My eBay Go to Account Settings Check the registered email address For the Order ID: Go to Purchase History Select the item Copy the Order Number How to Communicate This to Customers Be patient and professional. Clearly explain that you need the correct Order ID and email address to properly locate and escalate the concern. Let them know this ensures faster and accurate assistance. Important Reminder Before escalating: Make sure all required fields in the sheet are completed. Double-check that the Order ID and email are accurate.

Please be advised that we now have a new Amazon, Ebay, Walmart 2026 tracking sheet, which is located inside the same existing link. Kindly make sure you are using this updated sheet moving forward. When escalating any concerns, please ensure the following: Use the correct Order ID format Provide complete and accurate details to avoid delays in resolution Incomplete or incorrectly formatted submissions may result in delays, so please double-check all information before escalating.

For everyone offering or processing an upgrade, you MUST update the Master Sheet immediately after using an upgrade code. This is required to prevent the same code from being used for another customer and causing processing errors.

:excel: Oricle Discount Code – Master Sheet

Here are sample upgrade links for your reference:

:arrow-right: Oricle Pro Upgrade: https://www.oriclehearing.com/discount/UPGRADE-12345?redirect=%2Fproducts%2Foricle-hearing-aid-pro

:arrow-right: TrueFit™ Behind-the-Ear Upgrade: https://www.oriclehearing.com/discount/UPGRADE-12345?redirect=%2Fproducts%2Foricle-true-fit-premium-over-the-ear-otc-hearing-aids

Please acknowledge with :following: once you’ve read and understood.

Thank you!

Sharing the specialist calendar links that can be used when a customer specifically requests to book with a particular specialist. For example, Spanish-speaking customers may be referred to Carolina by scheduling through her dedicated calendar link or sharing the link directly with the customer. Please note that these links will only show the availability of the specific specialist assigned to that link. As a reminder, the main consultation booking link will remain the standard process for all consultation bookings. Specialist-specific links should only be used when a customer requests a specific specialist. Main Consultation Link: https://calendly.com/d/cxyq-dsw-yct/oricle-hearing-consultation Specialist Links: Cindy: https://calendly.com/d/d2dh-vw6-fb2/oricle-hearing-consultation Haley: https://calendly.com/d/ds7x-vhx-f7c/oricle-hearing-consultation Carolina (Spanish-speaking customers): https://calendly.com/d/dvz7-3b5-drw/oricle-hearing-consultation Ron: https://calendly.com/d/dtkn-pdb-f5x/oricle-hearing-consultation Amber: https://calendly.com/d/d3kk-pn6-nzd/oricle-hearing-consultation All links are available in this document for easy reference:

Quick update regarding leaving internal notes in Shiphero. Please ensure that all notes are added under Order History using the “+” button. Kindly avoid placing any notes under “Note for warehouse packer” or “Gift Note”, as these may get printed and included in the packing slip received by the customer. Moving forward, all internal notes (except Order IDs) should be logged under Order History only. Please refer to the image below for guidance on where to properly add notes. We’d also like to remind everyone to lift the hold whenever you are done with your resolution—whether a cancellation was made or the customer proceeded with the order. This helps prevent unnecessary delays for the fulfillment team.

Reminder when handling escalated tickets. Before marking the ticket as solved, please make sure to untick the escalation checkbox. If this is not removed, the ticket will automatically reopen. Let us ensure this step is completed to avoid unnecessary reopens and maintain smooth workflow.

Just a quick reminder to make sure to untick both boxes before merging the tickets so the customer will not receive any notification about it. See sample image below. Thanks!

We no longer need to ask customers to contact a different Splash-branded email address, and there is no need to send outbound emails anymore. Since all Splash orders are now processed through the Splash Foam Cleaner Shopify store, all order confirmations use a single support email: support@splashfoam.com. This is why we’ve been receiving more “misrouted” emails. Going forward, simply switch the brand field on the ticket form (see screenshot). This will ensure you respond using the correct associated support email for that brand. Please acknowledge this with to confirm you’ve read and understood this, as this will now be our standard process for handling misrouted Splash emails. Sample image

Please be guided on the proper handling of misrouted calls: DO NOT transfer the call If the concern is not under our scope, do not transfer the call to another line. Provide the correct hotline Politely inform the customer that they have reached the wrong department. Clearly provide the correct hotline number they should contact for proper assistance. If the customer calls back • In case the customer reconnects to you, you may: Use your second name, or Slightly adjust your voice to avoid repeat recognition and ensure smooth handling. Reminder: Always maintain professionalism and provide clear guidance to the customer. Ensure the customer is properly redirected to the correct support channel.

We’ve made some updates to how entries should be inputted in the DHL Re-Shipment Claim Template to ensure that claim amounts are calculated correctly. Please take note of the following changes: Multiple SKU entries: When entering multiple SKUs in the same cell, do not use line breaks. Instead, separate each SKU with a comma and a space. Example of correct entry: 1x-DTC-OH-UVSANITIZER-P2-UPS, 1x-OH-OHA-PV (Notice the space after each comma before the next SKU.) Claim amount auto-calculation: The claim amount is now automatically populated based on the SKUs entered. Do NOT input any amount manually. Make sure your SKU entries are accurate so the claim amount reflects correctly. Following this format ensures that the correct price will reflect on the claim amount every time

Please be advised that the old OHA – Change of Mind Macros have now been archived, as we have new updated versions available. New Macros: OH_RP_Cancel_change_of_mind_Shipped – NEW OH_RP_Cancel_change_of_mind – NEW (Offers expedited shipping at no cost) Please note that BTE Upgrades are no longer offered for cancellation requests due to Change of Mind. OH_RP_Cancel_UV_Sanitizer_Shipped (Explains that the order can no longer be canceled, but this macro highlights the item’s benefits) OH_RP_Cancel_UV_Sanitizer_Unshipped (Offers expedited shipping at no cost) OHA – Approved Extension This macro should be used for customers whose returns were rejected because the order exceeded the 30-day return window but were later granted an extension. Please remember to update the number of extension days and the due date as needed. Important: If a customer’s return was initially rejected and an extension was later approved, the return request must be reset in the Redo Portal for it to go through. If you are unsure how to do this, please reach out to your TLs for assistance. Please update your notes accordingly to avoid incorrect handling.

To help us streamline investigations and coordinate better with the warehouse, we are introducing a new Escalation Sheet (https://docs.google.com/spreadsheets/d/1Puj4kVn4hxKTCCKHU79wtPUc9kF879Z-/edit?pli=1&gid=1433765623#gid=1433765623) that should be used when specific tracking or packing issues are reported by customers.

When should this sheet be used?

Tracking Issues Please log the order in the escalation sheet if the customer reports: • Delivered to incorrect address • Lost in transit • Tracking stuck / no movement for more than 7 days • Order stuck in “Confirmed” status with no shipment progress • Damaged item upon delivery

Packing Issues Use the sheet if the customer received: • Incomplete order • Incorrect item(s)

Important Reminder Please make sure to fill out all required fields completely and accurately. Complete details help ensure everything is aligned between CS and the warehouse and allow them to efficiently investigate and resolve the issue.

Purpose of the Escalation Sheet

This sheet will serve as a central tracker for orders encountering tracking or packing issues, enabling the warehouse team to quickly review, investigate, and take appropriate action.

Reminder on the proper handling of ghost calls (calls where the customer is connected but not responding). To keep things efficient and consistent: • CSRs should only deliver 3 ghost spiels to attempt to get the caller’s attention. • Please ask the caller to check if they may have accidentally pressed mute. • Ghost calls should not exceed 1 minute. • If there is still no response after the 3rd attempt, you may properly wrap up the call and disconnect. Sample Ghost Spiels: “Hello, thank you for calling. This is [Name] from Customer Support. I’m on the line — how may I assist you today? If you can hear me, you might want to check if your phone is accidentally on mute.” “Hello, this is [Name] again from Customer Support. I’m still on the line but I’m not hearing anything from your end. If you can hear me, please check if your phone might be on mute.” “Hello, this is [Name] again. I’m still not receiving any response from your end. If you can hear me, please check if your phone might be on mute.” Wrap-Up Spiel (if still no response): “Since I’m still not receiving any response, I will now be disconnecting the call. If you still need assistance, please feel free to call us back and we’ll be happy to help. Thank you and have a great day.” After the 3rd attempt with no response, proceed with the wrap-up spiel and properly disconnect the call. This helps us keep the queue moving and assist other customers waiting for support.

Once a booking is confirmed, the customer will receive a confirmation email containing the meeting link, appointment date, and time. Make sure to clearly instruct them to check their email for these details.

Please note that customers will not receive a phone call for the consultation. The session will only be accessed through the meeting link provided in the confirmation email.

Ensure this is properly communicated to avoid confusion or missed appointments when customer asks.

March 05, 2026 - Update: Audiologist Consultation Booking Confirmation

Customers who booked appointments via the Consultation link will receive the following confirmations:

Successful schedule booking notice (pops up right after submitting the booking)

Email Invite containing video conferencing details (date and time of appointment, Google Meet Conference link, Cancelation and Reschedule links and a few reminders) (Please refer to the sample image for visual guidance.)

We’ve added a macro for replying to customers who appear to have missed or overlooked the consultation invite we previously sent. These customers often respond with the same issues. Macro Name: OHA Audiologist Consultation Invite – Overlooked/Ignored Reminder: This macro is not for follow-ups. Use it only for customers who have responded but may have missed or overlooked the consultation invite.

Just a quick reminder to please ensure all ticket URLs follow a consistent format before adding them to consolidated, pushback, or any sheets where we need to log the URL. This helps keep everything accurate and allows for smoother filtering. Please refer to the image below. The shorter URLs show the correct format to use.

We would like to remind everyone handling Email tickets not to remove or delete the “ESCALATED” or “NOVA” tags on any ticket you encounter. These tags are critical for proper tracking and escalation. Removing them may result in process or escalation issues.

Please take note of the following guidelines: Do NOT respond to tickets that have already been fully handled by Nova AI. Only respond if Nova escalates and hands off the ticket. Escalated tickets will include an internal note with clear instructions on what actions need to be taken. These escalated tickets are handled by specific team members to ensure familiarity and proper resolution. Please also note that Nova AI is active for both Oricle and Splashfoam brands, so both the Oricle Team and Other Brands Team should remain cautious. How it looks: When Nova responds, the reply will appear as sent from Gorgias Bot (see sample image below). Following this process helps prevent duplicate responses and ensures a smooth, efficient workflow between Nova AI and the CS team.

Sharing with everyone a consolidated list of our product websites for quick reference. These include both Sticky Order checkout URLs and Shopify storefront URLs (when available).

Please Note:

Shopify links are known internally as Collection Sites. Sticky Order links are marked as Sticki/Sticky.

If there are updates or new products to add, just let us know!

Link: https://docs.google.com/spreadsheets/d/11R-CosEoediUOVnUIHj2uI_2lKv9syOnNaBtLaIjr9Q/edit?gid=488693539#gid=488693539

Just a quick reminder on how we’ll handle Serial Number (S/N) collection: Template: Please use the template uploaded in Gorgias — do not use your own template or rephrase. Macro name: OHA – S/N Request The macro is set to snooze and reopen after 24 hours if there’s no customer response. We may then proceed with processing the return/refund. Important: The serial number should not be a prerequisite for issuing a return/refund. You can proceed if the customer does not respond within 24 hours. Documentation: Make sure to update the tagging sheet (Note part) as: “No response / SN not provided.”

:cyan_alert: Update: Sticky. IO V2.0 UI Navigation Guide Link Hi Team! :wavehello: @channel For those who have lost access to the Sticky New Interface Navigation Guide, please use the new link below: Sticky. IO V2.0 UI You may also access the guide through our new KBS page under Product Manuals:  :link: https://4ammediakbs.georginagavan.com/resources/product-manuals :pushpin: Please refer to the image below for guidance on where to locate the Sticky. IO V2.0 UI link within the new KBS page. Please bookmark/save the new link for easy access moving forward. Thank you, team! :blush: :ty:

Hey @channel I’m asking for the Call Team’s help with a quick tracking task.

We have started running a new TV Campaign for Oricle Hearing Aid. It is hard for us to track these sales as it is usually a customer who comes in without any parameters. We wanted to know if  our customers had mention about seeing a TV ad for our product when calling in?

Please keep an ear out for customers mentioning that they saw Oricle on TV. If they don’t mention it proactively, can you quickly ask:

“May I ask how you heard about Oricle—was it through our TV commercial, online, or somewhere else?”

Please log all order information in this sheet ( https://docs.google.com/spreadsheets/d/1QMdwdOaM9An8jeOwxMDQAfmsXKfMVSQEfLfjvUdHsAY/edit?pli=1&gid=0#gid=0 ) so we can track these type of sales.

This is a small but important task that will help us determine whether the TV campaign is driving new customers and sales.

Moving forward, if a customer requests to have their customer details updated on our records, please make sure to follow the process below. Details That Can Be Updated This applies to updates for the customer’s: Name Email Address Phone Number IMPORTANT: UPDATE BOTH SYSTEMS Whenever a customer requests an update, you must update their information in BOTH Sticky AND ShipHero. Sticky – Update the customer's details ShipHero – Update the customer's details Please do not update only one system. The information needs to be consistent across both platforms. AFTER UPDATING STICKY & SHIPHERO Once you've completed the updates in both systems, escalate the request through our Shopify CX Details Updating Sheet: Shopify_CX_Details_Updating_Sheet: https://docs.google.com/spreadsheets/d/10JTg3sfpzXYDfRkm079BU0vUL7bZPcmE6lwY3pp6hJ4/edit?gid=0#gid=0 This will allow me to update the customer's information on their Shopify customer profile as well. Please make sure all three records are aligned: Sticky + ShipHero + Shopify This will help us prevent mismatched customer information and ensure that the customer's details are updated across all of our systems.

To make our order placement process more efficient and consistent across everyone, we've created a Campaign ID reference list organized by Brand and Country. When placing an order in Sticky: Click New Order Search using the Campaign ID from the reference list instead of manually searching by product name. This ensures we are all selecting the correct product, pricing, and campaign every time, resulting in a more standardized order process and fewer errors. You can find the Campaign ID list in our Outbound Sales Sheet under the Campaign ID tab: https://docs.google.com/spreadsheets/d/11R-CosEoediUOVnUIHj2uI_2lKv9syOnNaBtLaIjr9Q/edit?gid=163251452#gid=163251452 One more reminder: Please make an extra effort to offer upsells whenever applicable. Take advantage of every sales opportunity by recommending relevant add-ons or upgrades that can benefit our customers. A simple offer can go a long way in improving both the customer experience and our sales performance.

Please refrain placing orders via our websites. Effective immediately, all orders (inbound sales, assisting customers in placing orders) should be created in Sticky directly.

Just a quick reminder on the importance of proper tagging in Zendesk. When you encounter a ticket with multiple concerns, please make sure that all concerns are properly reflected in the tagging and that the correct macros and categories are used accordingly. For example: If a ticket has two different concerns: First concern is about a subscription Use the subscription request macro, and the inquiry type should fall under refund. Second concern is about marketing unsubscription Use the unsubscription request macro, and this should fall under fallback. Please make sure both concerns are captured properly in the ticket tagging, as shown in the third example where both requests are combined correctly. This is important for accuracy, reporting, and proper handling of customer concerns, so we can ensure consistency across the team.

Dedicated folders for Admin Tickets have been created. All tracked and for-tracking tickets will automatically be filtered into these folders. To ensure accurate monitoring, reporting, and visibility, please follow this additional step when handling marketing-related tickets: Required Action: For every marketing ticket you handle, please: Add Admin Support as a follower Type in marketing and manually apply the tag: marketing_ticket Submit as SOLVED. This tag is essential for proper tracking and reporting of all marketing-related concerns moving forward. Please make this part of your standard workflow effective immediately. See attached reference image below for guidance.

We would like to inform everyone that a new tab labeled “Damaged Orders” has been added to our DHL Re-Shipment Claim Template Sheet. Moving forward, if you encounter any orders reported with damaged items/packages, please make sure to log them under this tab for proper tracking and documentary purposes. This will help us maintain accurate records and improve visibility for all damage-related cases and claims. Please ensure that all necessary details are properly filled out when submitting an entry.

Moving forward, if you proceed with cancelling an entire order, please make sure that ALL holds are lifted before finalizing the cancellation — this includes: • Address Hold • Operator Hold Why this is important: This ensures that we can accurately extract orders that are still on hold and require follow-up, and helps us avoid including cancelled orders in our reports/data. Action Required: Before completing any full order cancellation, double-check that no holds remain on the order. Let’s stay consistent to keep our data clean and reporting accurate.

:cyan_alert: SUBSCRIPTION PUSHBACK PROCESS UPDATE! :cyan_alert:

Hello Team! :wave_hello:

Here’s an important update regarding the process for Subscription Pause, Subscription Cadence, and Discounted Offers.

Please follow the updated process below whenever a customer agrees to any of the subscription pushback/retention offers.

:phone: CALL TEAM

Moving forward, ALL subscription cancellation requests with an applicable pushback process must be rerouted to the Email Team for handling.

:small_blue_diamond: This applies to the following brands/products:

Splash Products X-All Products Oricle Hearing Aid Barks No More Pee Buster Glabrous Skin

To support this process, a separate IVR line specifically for Subscription Cancellation Requests has been added. This IVR will inform customers that all subscription cancellation requests must now be submitted through email.

:warning: IMPORTANT: If a customer reaches you through another IVR line and requests a subscription cancellation with pushback, please do not process or handle the cancellation via phone call. Kindly advise the customer that these requests are now handled through Email and that they should contact us via email with their subscription cancellation request and order number.

:envelope_with_arrow: EMAIL TEAM

:pushpin: SUBSCRIPTION PAUSE or CADENCE

If the customer agrees to either Subscription Pause or Subscription Cadence, please escalate the request through the tracker: Subscription Pause, Cadence and Discount Requests Sheet

:small_blue_diamond: Subscription Pause or Cadence

Subscription Pause – Temporarily stopping the customer’s subscription for a specific period. Subscription Cadence – Allowing the customer to choose their preferred frequency of subscription shipments.

Once the request has been escalated and processed, please inform the customer that their request has been completed so the ticket can be properly closed.

:warning: Please do not send the Subscription Portal once the customer has agreed to the Pause or Cadence offer. These requests will be processed internally by the TLs.

:pushpin:  DISCOUNTED OFFERS

If the customer agrees to one of the discounted offers below, please add the request to the same tracker: Subscription Pause, Cadence and Discount Requests Sheet

:small_blue_diamond: Available Offers:

50% discount for 3 months 50% discount for 6 months 80% discount for 3 months

:exclamation: Please make sure to indicate the specific discount offer the customer agreed to when adding the request to the tracker.

:memo: Quick Reminder:

Escalate all requests through the tracker. Complete all required fields and ensure the information is accurate. Clearly indicate the offer or subscription option agreed upon. Make sure the correct offer or subscription option agreed upon by the customer is clearly indicated. Review all details to avoid unnecessary back-and-forth. If there are any special notes, customer requests, or important details, please include them in the appropriate field for proper handling.

Please acknowledge with :handshake-1: to confirm that you’ve read and understood the update.

Thank you, Team! :blush:

Good news! International returns can now be processed through the Return Portal. Moving forward, all returns should be processed via Redo, including international returns. Old Process: Process the refund via Sticky Provide the customer with the return address New Process: If the customer accepts the 50% partial refund, process the return through the Return Portal. If the customer declines the partial refund, provide the Return Portal to proceed with the return. For your convenience, here are the return portals: Oricle: https://www.oriclehearing.com/apps/redo/returns-portal/login Splash: https://foamy-cleaner.myshopify.com/apps/redo/returns-portal/login X-All: https://x-all.com/apps/redo/returns-portal/login If you encounter any errors or issues with international returns, please let us know so we can check and assist.

We have updated the handling process for all return/refund concerns. Moving forward, CSRs will now directly receive calls related to refund and return requests instead of immediately redirecting customers to email support. Please be guided with the updated process below: Process Flow Refund/Return Concern (sound issues, fit issues, device concerns, complaints, etc.) Prescribe a complimentary Audiologist Consultation Clearly inform the customer that they may still proceed with the return if the consultation does not resolve the issue If customer agrees, book the consultation schedule on set of call If customer declines, advise them to send their return request through email along with: • Order Number • Issue/concern with the device Important Reminder: The Audiologist Consultation must always be offered first before proceeding with the return process. Provide troubleshooting ONLY for technical concerns such as battery issues, charging issues, or suspected device defects before proceeding further. Recommended spiel: "I’m really sorry to hear about the issue you’re experiencing. I can arrange a complimentary 1-on-1 consultation with one of our expert audiologists—this is typically a $100 service, but we’re providing it to you free of charge. In many cases, concerns with sound or fit can be significantly improved through proper guidance from our specialists. If after the consultation the issue is still not resolved, you will absolutely still have the option to proceed with your return. I can go ahead and schedule this consultation for you now if that works for you." If the customer declines: "I understand, and that’s completely fine. To proceed with your return request, kindly send us an email including your order number and a clear description of the issue you’re experiencing with the device. Our Email Team will review your request and assist you with the return process accordingly."

Moving forward, all return concerns for Splash products such as Spray, Spotless, Toilet Cleaner, and X-All Products will now be handled exclusively by the Email Team. Our IVR options have already been updated, and customers will now be informed during the call that all return requests must be processed via email moving forward. Important Handling Update: If you receive a call from a customer requesting a return, please redirect them to the Email Team. Exception: If the customer is an elderly user or is experiencing difficulty processing the return on their end, you may assist them directly during the call. This change is effective immediately, today.

There are two different return portal links currently being shared with customers. Old link (may cause loading/timeout errors): https://www.oriclehearing.com/apps/redo/returns-portal/login?next=%2Freturns-portal%2Forders%2F69a1d4b9ecb6ce99fcb1b01d%2F%3F Correct link (no errors): https://www.oriclehearing.com/apps/redo/returns-portal/login What to do: Always use the correct link when helping customers with returns If a customer says the portal isn't working, check which link they used – chances are it's the old one Share only the correct link going forward Let’s align on this so we stop return delays and avoidable complaints.

Effective immediately, please pause adding this additional note indicated below after BTS until further notice. ⬇️ ⬇️ ⬇️ ⬇️ ⬇️ ⬇️ To avoid delays and missed return opportunities, please ensure we clearly communicate to our customers how many days are left in the return window. Always inform them of the exact deadline date by which they are still eligible to process a return. Please also include this guidance in every BTS provided to the customer: We strongly encourage you to follow the tips provided and continue using the hearing aid until (date), as many customers find that a short adjustment period helps achieve better results. Please note that this timeframe serves as the evaluation period for your order. Once the period has passed and we have not received any communication from you, we will consider the troubleshooting and assistance provided have resolved the issue. The order will then be considered complete and will no longer be eligible for return under our return policy. If you have any concerns, we kindly ask that you reach out to us within this period so we can assist you accordingly. Thank you for your understanding and cooperation. Please make sure to follow this moving forward. This applies to all return/complaint-related concerns across email and calls.

Following the recent cascades on March 31 and April 1 regarding the new refund pushback flow: 50% Refund Offer – If the customer declines the consultation/BTE upgrade: Use the updated macro: OHA_RP – 50% Offer (previously “Int’l Upgrade Declined Macro”). If accepted, process the refund via the Return Link and select: "Yes, I want an immediate refund." Handling Upsells in Refunds For orders with upsells such as sanitizer or ear tips, please note that these items are not automatically included when processing refunds via the portal unless the customer explicitly confirms or mentions them in the email thread. Customers are expected to indicate which items they are returning. We do not proactively ask if they are also returning the upsells, as a separate return can still be processed if they decide later to include them. Process Flow Process the return or refund via the portal for the device only, if upsells are not mentioned. If the customer follows up after receiving the refund confirmation and questions why the upsells were not included: Inform them that we can process another return, while advising that a processing fee will apply again. At this stage, attempt to save the item. Emphasize the benefits of the upsell items, and how it can still be useful Suggested Macro: Hi {{customer_name}}, Thank you for your message. We understand your concern regarding the refund amount. Upon review, the refund processed covered only the hearing aids, as the upsell item(s) {{item_name}} were not included in the initial return request. We can certainly assist in processing a separate return for these items. Please note that a processing fee will apply again. Many customers choose to keep items such as the Oricle UV Sanitizer, as it remains useful not only for hearing aids but also for other personal devices like earphones or earbuds. The sanitizer helps reduce moisture, support cleanliness, and maintain overall device performance. Customers who have added this item often find it valuable for everyday use. Additionally, the extra tips can be handy since you are keeping the device. They help improve hygiene, enhance sound quality, and may even help extend the life of your Oricle hearing aids. Please let us know how you would like to proceed, and we will be happy to assist you further. REMINDER: Please modify the email accordingly and remove the line that mentions the other upsell if the customer only purchased one type (e.g., remove the sanitizer line if they only purchased ear tips, and vice versa)

We have now added new macros with layered responses, specifically for Return to Sender scenarios, along with other process improvements. Macro Creation: Return to Sender Return to Sender – Address Related Issues (Customer Fault) Return to Sender - Address Related (Customer Fault)- L1 Shipping Terms (choose whatever update that matches on the tracking details and delete the unnecessary info) Return to Sender - Address Related - L2 Threatens Chargeback, Legal action (edit and add reason and hyperlink the terms and conditions) Return to Sender – Carrier Fault Return to Sender -Carrier Fault - Reshipped (choose whatever matches the update on the tracking details and delete the others] OR Paste the exact reason from the tracking details) Return to Sender – Customer Refused Return to Sender – Customer Refused – L1 Shipping Terms Return to Sender – Customer Refused – L2 Threatens Chargeback or Legal Action partial refund can be processed Return to Sender – Unclaimed, Destroyed Return to Sender – Unclaimed, Destroyed – L1 Shipping Terms Return to Sender – Unclaimed, Destroyed – L2 Threatens Chargeback or Legal Action Issues with Internal Workarounds Stuck in Confirmed Status Stuck in Confirmed Status – L1 Monitor 7 Days after sending, escalate the ticket to your TL for further escalation to Ms. Mich for warehouse checking Label Created Updated macro name from Label Created – L1 Monitor 7 Days to Label Created – L1 Monitor 3 Days updated snoozed time after sending, escalate the ticket to your TL for further escalation to Ms. Mich for warehouse checking Label Created – L2 Confirm Address updated monitoring timeline Macros for Packing Issues Missing Accessory (includes cord, brush) Missing Accessory – L2 $5 Refund Offer Missing OHA Ear Tips Inclusion Missing Ear Tips – L1 Reshipped Defective Claims With warranty Defective – Warranty Claim – L1 Reshipped No warranty but reported within 2 weeks Defective within 2 Weeks (No Warranty) – L1 Reshipped Please make sure to use the correct macro depending on the situation, especially for escalations involving chargebacks or legal threats. Key Points: Customer fault: Be firm with policy. No refund or reshipment. Carrier fault: Proceed with reshipment. Reminders: Please make it a standard practice that whenever you use L2 Threatens Chargeback, Legal Action or L2 Refund, Chargeback, you include a link to the Terms and Conditions so the customer can review them directly. This ensures transparency and helps customers understand the policy we are applying. For tickets where the macro General Returned Order (Insufficient Address) was sent prior to this cascade and the customer has agreed to a reshipment, you may proceed with processing the reshipment. Moving forward, please refrain from using this macro, as most, if not all, Return to Sender scenarios are now properly categorized under the updated macros. If you have any questions, please feel free to send them in this thread or reach out to your TL.

We have an update regarding the refund process for OHA subscription tips. The Redo Portal has been updated, and there are important changes you need to follow moving forward. What’s New: • Customers are no longer required to return the tips in order to receive a refund. • Subscription cancellations should continue to be processed via Sticky. • All refund requests must still be processed through the Redo Portal. Important Reminder: Even though returns are no longer required for the tips, customers must still undergo the Redo Portal process in order for their refund to be issued. Please ensure you are guiding customers correctly based on these updates and setting proper expectations regarding the process. Additional Note: All refund requests for OHA subscriptions must now be processed through the Go Redo Portal using the Return Request link. Please make sure to clearly explain our return policy and any applicable fees to the customer before submitting the request. Important Reminders: • All refund requests must be submitted through the Redo Portal. • Refunds are processed per order, not per subscription. • If a customer requests refunds for multiple subscription charges, they must submit a separate return request in the portal for each order/charge. • Ensure that customers understand the return policy and applicable fees before proceeding. • If the customer did not mention a refund and only wants to stop future charges, simply proceed with cancelling the subscription. • Only send the Redo Portal link if the customer specifically requests a refund. This process will help ensure that refunds are tracked and processed accurately. In addition to this. The portal is only for customers who want both a subscription cancellation and a refund for their most recent tips shipment. If the customer just request for cancellation, no need to send them the return portal link.

Moving forward, all refund requests for OHA subscriptions must now be processed through the Go Redo Portal using the Return Request link. Please make sure to clearly explain our return policy and any applicable fees to the customer before submitting the request. Important Reminders: • All refund requests must be submitted through the Redo Portal. • Refunds are processed per order, not per subscription. • If a customer requests refunds for multiple subscription charges, they must submit a separate return request in the portal for each order/charge. • Ensure that customers understand the return policy and applicable fees before proceeding. • If the customer did not mention a refund and only wants to stop future charges, simply proceed with cancelling the subscription. • Only send the Redo Portal link if the customer specifically requests a refund. This process will help ensure that refunds are tracked and processed accurately. For subscription orders beyond 30 days, if the customer requests a reversal or refund for previous charges (not just the most recent one), please first explain our return policy to the customer. Let them know that subscription orders automatically send email notifications prior to the recurring charge or shipment, which serves as a reminder about their upcoming subscription order. You may use the following spiel when explaining this to the customer: “I can confirm that your subscription has already been successfully canceled, so no further charges will occur. Regarding the past orders, these are outside of our standard 30-day return window, which begins from the delivery date of each shipment. As outlined in our policy, returns and refunds are only eligible within this 30-day period, and requests submitted beyond this timeframe are not eligible for refund or return processing. We understand this may not be the outcome you were hoping for, and we truly appreciate your understanding of our policy. While we’re unable to process refunds for past shipments, please rest assured that your subscription is now fully stopped moving forward.” If the customer still insists on requesting refunds for multiple previous charges, please note that each Order # would need to be handled separately, and a return extension request may be required per order depending on eligibility. If the customer continues to push back after the policy explanation, please send a message to me or Ms. Michelle so we can assist further.

We’ve noticed some customers are approaching the end of their 30-day return window (just a few days remaining) before receiving the return portal. This can lead to complaints or back-and-forth communication if their returns are rejected due to the window expiring. If the return portal will only be provided near the 30-day limit, or if less than a week remains, please clearly inform the customer about the 30-day return window: Provide the delivery date and explain that the return window is 30 days from that date. You may include the exact 30th-day date to avoid confusion. (If you are unsure of the date, it’s safer not to add it.) Please ensure the dates are accurate. A “OHA Return Portal Link (Near 30-Day Window)” macro is now available to support you in these cases. Also ensure that the customer does not get confused between the 30-day return window and the 7-day return label validity. Macro: Please note that the return process must be completed within 30 days from the delivery date, which was [Delivery Date]. Returns submitted beyond this 30-day window will no longer be eligible for a refund. The portal will guide you through the return process. Once you complete the return, a return shipping label will be generated that you can print for easy shipping. Once the return label is generated, your package must be shipped within 7 days from the label creation date. Returns sent after this 7-day period will be rejected. Please note that return processing fees will be deducted from the refunded amount, and the original shipping cost used to send the item(s) to you is non-refundable.

Still seeing some of you issue refunds via Sticky. so I'm bumping this cascade and quickly reminding everyone that all requests for refund (except international orders) shall go through the Redo Refund Portal. To align everyone, this is our updated process flow: ->CX raises an issue and requests for a refund. -> Acknowledge and apologize -> Probe and Troubleshoot -> Offer alternative solutions/fix for the issue -> Offer BTE -> If cx BTS and BTE offer didn't work, and CX still wants a refund, we educate them of our refund/return policy and then send them the Macro OHA Return Portal Link Remember, we will no longer offer refunds ourselves, instead, we let them go to the portal so they can choose what they want (Refund, Exchange, Store Credit). Thank you for your attention to this update and for ensuring the corrected handling is applied moving forward.

Suggested macro for this scenario has been made available in Gorgias. Simply type the keyword “immediate” and you will see Redo – 50% Immediate Refund. Macro: Redo – 50% Immediate Refund. Hi , Thank you for your response. We understand how frustrating this situation may feel, and we sincerely appreciate your patience as we clarify the details for full transparency. To complete the return process, the Return Portal was made available, allowing customers to independently select their preferred resolution. Upon submission of the return request, the following details were recorded for your order: Return reason: {{ }} When the return options were presented, the selections submitted were: • Store Credit plus $100 bonus – No, I do not want the $100 bonus. • Keep the item and receive 50% of your refund – Yes, I want an immediate refund. Based on the confirmation of the 50% refund option, our system processed a refund of {amount}, which reflects 50% of the original purchase price. This option is specifically designed for customers who choose to keep the hearing aids while receiving a partial refund. Once the selection is confirmed and processed, the return resolution for the order is considered finalized. While we understand that this may not have been your intended choice, the refund was issued in accordance with the selection recorded at the time of submission. As the resolution has already been completed through the Return Portal, we are unable to modify the outcome or convert the partial refund to a full refund. We sincerely appreciate your understanding in this matter. Best, Mary Hudson, Customer Service Representative Oricle Hearing

We recently encountered a case where a customer insisted that they did not select the 50% refund option. After reviewing the Redo portal, it clearly shows that the customer selected the Immediate Refund option. As we know, this option is equivalent to a 50% refund while the customer keeps the product. Please be reminded: • Once the customer selects Immediate Refund (50%), the process is automatically completed in the system. • Unfortunately, we can no longer override the process. • We are unable to process the remaining 50% since this was the option selected and recorded in our portal. When explaining this to the customer, please clearly communicate: “Upon reviewing our system, it shows that the Immediate Refund option was selected. This option provides a 50% refund while keeping the product. Since this was the option chosen and recorded in our portal, we’re no longer able to process the remaining refund amount.” If the customer threatens (chargeback, complaint, escalation, etc.): • Remain calm and professional. • Empathize, but firmly stick to our policy. • Reiterate that the selection was completed through the portal and is system-recorded. • Highlight that the Redo portal captures and documents the customer’s chosen resolution, which serves as our official record. We must stand by the documented selection in the portal. To verify what the customer selected: Go to the Redo portal Select All Orders and Returns Search for the specific order number Review the conversation and process details shown in the portal The customer’s selected option will be clearly reflected there.

To support customers who cannot receive return labels via email, we are implementing a Return Label Request Sheet process across all teams. This process ensures customers can still receive their return labels through Facebook Messenger when email delivery is not possible.

When to Use This Process Use the Return Label Request Sheet ONLY for customers who: • Do not have a working email address • Cannot receive return label emails • Confirm they have a Facebook account If the customer has a valid email address, continue using the standard return label process.

Customer Instructions (All Teams) If a customer cannot receive emails, inform them to contact us via Facebook: Oricle Hearing Page: facebook.com/OricleOfficial

Let the customer know they should message the page so we can send their return label directly.

Required Fields (Must Be Completed) Before submitting a request, the following fields must be filled out completely through this Return Label Request for Customers without valid email - SocMed sheet: https://docs.google.com/spreadsheets/d/1_IKymCZEXIC9OMNJPvUUkPd5SYakB_z-YozLAXbQmEY/edit?gid=0#gid=0

• Customer Email • Customer Name • FB Profile Name • Facebook Profile Link (Required if available) • Any Identifying Information (Profile photo description, alternate name, etc.) • Order Number • Already completed REDO steps? • Informed CX of where to reach out? • Assigned CSR

Requests with missing information may be delayed.

Facebook Verification Requirement It is mandatory to collect enough information to identify the correct Facebook account if in any case they fail to reach out to us on Facebook. Please make sure you obtain: • Facebook Profile Name • Facebook Profile Link (Preferred) • Any helpful identifying details

This helps prevent sending return labels to the wrong account.

SocMed OHA CSR Review Process SocMed OHA CSRs will then review the request sheet every hour to: • Check new submissions • Verify information • Confirm customer contact via Facebook • Send the return label

Reminder This process is STRICTLY for customers without valid email access. All teams are responsible for: • Directing customers to the Oricle Hearing Facebook page • Collecting accurate Facebook details

• Completing the request sheet properly

The macro “OHA Return Portal Link” has been updated. It now clearly states that all returns must be processed through our Return Portal and that self-initiated returns will not be accepted.

Please make sure you are using the updated version effective immediately.

For Call CSRs, it is especially important to verbally reiterate this policy to customers to prevent unauthorized self-returns.

For your reference, here is the updated macro content:

Hello Customer first name,

Thank you for following up. We understand that you would like to proceed with a return. Let’s ensure your return process is smooth and easy. To finalize the details of your return, you can visit our Return Portal here: https://www.google.com/url?q=https://www.oriclehearing.com/apps/redo/returns-portal/login?referralId%3D69711c1d46b8ce5302b345e7&sa=D&source=docs&ust=1787378362791675&usg=AOvVaw0WlyfXB0ro0PmvLzI8AmP1

The portal will guide you through the returns process and will generate a return shipping label that you can print for easy shipping.

Please note that your return package must be shipped within 7 days of the return label creation date. Returns sent after this 7-day period will be rejected and will not be eligible for a refund. Return processing fees will be deducted from the amount refunded. You will not be refunded the cost to ship the products to you.

All returns must be processed through our Return Portal. Returns sent back without using the portal unfortunately cannot be accepted. Completing your return through the portal allows us to properly track your package and ensures your refund is issued accurately and as quickly as possible.

If you have any questions about the return options or need any assistance, please don't hesitate to reach out!

Best, Mary Hudson, Customer Service Representative Oricle Hearing

Before processing any refund in Sticky for returns submitted through our Redo portal, you must first check the order in ShipHero. What to Look For: If the order was already refunded through Shopify, it will: Appear in ShipHero as refunded via Shopify Clearly display the refund amount processed in the ShipHero order history If You See a Shopify Refund in ShipHero: Do NOT process the refund again in Sticky. The refund has already been completed, and no further action is required. Add a note in Sticky stating that the order was refunded via Shopify, then copy and paste the refund details shown in ShipHero into Sticky (see 3rd image below). Please refer to the images below for a visual example of how this appears in ShipHero.

Just a quick reminder that refund requests submitted through the Return Portal Link are now being tracked directly within the portal system. As part of this update, refunds will be processed automatically once the return tracking status updates to “in transit.” Please keep an eye out for any returns that may have already been refunded automatically. Refunds will appear in Shopify as usual and will show in Sticky as “Refunded by Jimmy Dendrinos” (see image below). How to Check Return Status You can now easily verify the customer’s return status via the OHA Return Portal: https://www.oriclehearing.com/apps/redo/returns-portal/login Steps: Enter the customer’s email address Enter the order number Click Search Return Status Guide (Based on Images) Pending (1st image) Return has been submitted but not yet processed. No refund issued yet. Completed (2nd image) Return has been fully processed. Refund already issued. In Sticky, this appears as “Refunded by Jimmy Dendrinos.” In Transit / On the Way (3rd image) Item is currently being returned. Refund will auto-process once tracking updates to in transit (per new process).

Important Tip By clicking “View return details,” you can confirm if the customer selected: Refund Store Credit Exchange Please use the portal as your primary reference when handling OHA return inquiries. Thanks everyone!

Quick heads-up on how we’re handling returns outside the 30-day window going forward. We’ve noticed a lot of rejected returns in Redo are still getting manually refunded — and we need to tighten this up to keep refund rates under control.

Here’s the simple version The Policy No full refunds for orders over 30 days 50% one-time courtesy refund = only if the customer has a really valid reason for missing the deadline Examples: customer was hospitalized, return is being handled by family for a deceased customer

Even if they threaten chargebacks, we still stand firm on the policy What matters most is when the customer FIRST contacted us about the return

Special Timing Exceptions (Important!) We can honor a full refund if: The customer reached out before the 30-day window ended But due to back-and-forth or refund pushback flow, they ended up a couple of days late using the return portal In these cases, use judgment and honor the full refund.

Customer Communication: Call/Chat Spiels

Short explanation (first response): “Thanks for reaching out. I’ve checked your order and it’s past our 30-day return window. Since the return period has ended, the order is no longer eligible for a return or full refund, as outlined in our return policy on our website.”

Polite rebuttal if they push back: “I completely understand, and I’m sorry this is frustrating. Our policy is clearly stated and enforced by our system, so we aren’t able to offer a full refund. However, I’d be happy to set you up with a free online consultation to help you get the device working better.”

Polite rebuttal if they threaten legal action / chargeback: “I understand your frustration, and I’m sorry this situation is upsetting. Our return policy is clearly outlined on our website and enforced by our system, so we cannot offer a full refund outside the 30-day window. I’m happy to assist with the options available, such as a free online consultation to help improve your experience. ”

Alternative for Orders Beyond 30 Days Always offer a free consultation with an audiologist first to help the customer use the device more effectively. Only consider the 50% one-time courtesy refund if the customer has a valid reason for missing the deadline and asks for it.

For full details, email templates, possible spiel rebuttals, and call flow, check the doc here: https://docs.google.com/document/d/1_ztW3ZOMs8Sb1cBhFBYyj1Ak9VmD6cTYS-eCDrGGY0o/edit?tab=t.7i0zc29n5dj1#heading=h.kdzt97svkkby

Note: This applies to all brands.

Please take note of an important update to our OHA refund process.

What’s new

We will now send customers the Return Portal Link for refund requests.

How the process works After completing troubleshooting and offering the BTE option, if the customer still insists on returning the product for a refund, simply send the Return Portal Link.

No need to send the return address No need to process the refund manually Use the macro OHA Return Portal Link and you’re done

Tagging Please ensure tickets are tagged as follows: Complaint > Order_Quality > Reason

The Resolution Detail must be manually updated from Resolved with Reply to Return Portal Link Shared until the tagging sheet is officially updated.

Important reminder

This process also applies to BOT-handled tickets escalated to CSR that qualify for return / refund.

Scope

This update currently applies to U.S. orders only. We will provide further updates once this process is extended to international orders. This process also applies to calls and chats.

Please note an issue identified with the Failed Refund Escalation sheet Important reminders : Do not re-enter information if it has already been logged on the sheet, as this creates duplicate entries. Any duplicate entry will automatically highlight in pink. Use the Follow-Up Dates column to clearly indicate whether the contact is the 1st, 2nd, or 3rd follow-up, and ensure the correct date is entered based on the customer’s follow-up. (See image below) Strictly follow the required format when adding entries to ensure consistency and accurate tracking. Following these steps will help keep the tracker accurate and avoid repeat escalations.

This is an update on the refund pushback process for Splash Cleaner, Splashfoam Spray, Spotless, and X-All Toilet Cleaner:

No follow-up emails should be sent after the bundle set offer is made, as this may reduce the chance that the customer will drop the refund. If no response is received, simply close the ticket. If customer later responds after the 30-day return window, we should still proceed with the bundle offer previously sent.

You can check the guide here:

https://docs.google.com/document/d/1x2Xdsx_HJ6oZFKOewHjuEBlXfJoWRwzZywY89ZfHDv4/edit?tab=t.0

Reminder: I can still see invalid escalations in the Failed Refund Sheet under the BEYOND TAT tab. Proper handling has already been cascaded, however some CSRs are still escalating this incorrectly. Please remember: If the customer has NOT contacted their bank yet, always inform the customer using the macro “General – Refund Not Received (Beyond TAT)”. Only escalate the entry on the sheet if the customer has already contacted their bank. Otherwise, the escalation will be considered invalid. Invalid entries has been removed from the sheet.

Following the cascade on 07/02/25 (see image below), all returns with refunds issued — whether full refund less shipping, reprocessing fee, or even 50% for international orders — must be tagged as: Return > Item Returned > Returned – {specific reason} Do NOT tag these under: Complaint > Order Quality > {reason} Exception: Only if the customer called via the Priority line (OHA) and was advised not to return the package. For other brands, only if customer ordered 1 pack (cleaning products) and was refunded 50%. For all applicable tickets: 1. Add notes in Column I 2. In Column D, add: Oricle Priority Support Aircall Phone Call or simply Prio Line We have also observed refunded orders tagged as Doesn’t Work – No specific reason mentioned. This is not acceptable. You must identify the specific issue the customer encountered. Check Gorgias for prior emails or gently probe the customer for details. If the customer refuses to provide a reason, clearly indicate this in the notes or in your Sticki notes. Other errors found: 1. Incorrect country selected 2. Incomplete tagging (refund details missing) All entries must be accurate and complete. Strict adherence is expected.

Just a reminder regarding our previous cascades about Oricle Double Dome Tips and the new Oricle product versions. Please make sure that ALL related customer complaints and feedback are properly logged in the tracker.

:pushpin: What should be logged?

Please log any customer complaint or feedback involving: • Oricle Double Dome Tips • Black tips — if a customer contacts us complaining about receiving or having black tips, please escalate and log the concern here as well. • Wrong color hearing aids • Different hearing aid case • Different ear tip • Different product/version received • Any other concern related to receiving a different Oricle version or component

:clipboard: Tracker: New Oricle Versions Complaints

For every complaint, please make sure ALL required details are completed, especially: • SKU of the item that was supposed to be sent • SKU of the item the customer actually received • Complete complaint/reason details

If the concern does not fall under the existing complaint reasons, you may add an appropriate reason as needed.

:warning: IMPORTANT: Please also go back and log any related complaints you may have already received over the past few days, even if they came in before this reminder.

We need to make sure nothing is missed so we can accurately track all customer feedback related to the Oricle versions and Double Dome Tips.

Please react with :saluting_face: once you've read and understood this reminder.

Thank you, team! :pray:

We’re implementing a small change to the flow for when a customer proactively asks for an exchange or upgrade, or mentions an exchange or upgrade while requesting a return/refund.

If the customer is eligible and proactively wants to exchange their device or upgrade to Pro/BTE, please do not refer them to the audiologist anymore. Instead, the CSR should probe and try to troubleshoot the issue within the call if we think it’s something we can fix.

If the issue cannot be resolved through troubleshooting, the CSR can proceed with the exchange or upgrade request:

Exchange: Send the Redo link and instructions. Upgrade: Send the Upgrade link.

The goal is to resolve the customer’s concern within the call, either through troubleshooting or by assisting with the exchange/upgrade, rather than referring them to the audiologist.

Thanks, everyone! I know we’ve had quite a few process updates lately, so I really appreciate your patience and flexibility as we continue to fine-tune the flow.

Hi team! In line with the cascade regarding Oricle Double Dome Tips on August 18, we have another update and request for everyone's help.

Aside from the Double Dome Tips complaints where we previously requested tracking, we would also like everyone to track any customer feedback or complaints related to receiving a different version of their Oricle order.

Context: Last weekend, we started split testing new versions of our Oricle products. The split test has already been stopped, so no further orders are being intentionally sent with different versions. However, since different versions were randomly sent to approximately 50 customers, we may still receive complaints or feedback from those customers this week and in the coming days.

Our goal is to capture and track every complaint or feedback we receive so we can properly monitor the impact of the test.

What to log?

Please use the same tracker we previously used for the Double Dome Tips. The sheet has been renamed to https://docs.google.com/spreadsheets/d/1qGYpkH7_wSl0EDRFtUGF02rkgLRkpJmlpRoOZe2JAlQ/edit?gid=1480751898#gid=1480751898

Please log any complaints or feedback related to customers receiving something different from what they expected, such as:

Wrong color hearing aids Different hearing aid case Different ear tip Different product/version received Any other similar concern

You may add additional complaint reasons as needed if the concern does not fall under the examples above.

Important: Please Capture Both Details For every complaint, please make sure we identify:

SKU of the item sent What SKU the customer actually received

Please also log any complaints of this type that you have already encountered over the past few days, even if they were received before this cascade.

We are expecting some feedback because the different versions were intentionally sent to random orders during the split test. Please make sure nothing is missed and that every related complaint or feedback is added to the tracker.

If we ever receive complaints from our customers about the new double dome tips not fitting their device (2.0 or Pro), please let the customer know that the ear tips are designed to fit and let's assist them with the proper insertion. A macro will be created for this.

Requesting everyone to log all customer complaints related to the new Oricle Double Dome Tips. Please make sure to complete all the required details in the sheet for every complaint so we can properly track

Tracker: https://docs.google.com/spreadsheets/d/1qGYpkH7_wSl0EDRFtUGF02rkgLRkpJmlpRoOZe2JAlQ/edit?pli=1&gid=0#gid=0

Please take some time to review our new Audiologist Training Portal. It provides a great overview of our audiologists' workflow and processes, which will help us better understand how they operate and ensure our support aligns with their process and customer experience. Please familiarize yourselves with the materials whenever you have time. https://specialist-training-portal.vercel.app/index-v2

Please be advised that our Hearing Specialists may recommend an upgrade from the Oricle 2.0 to the Oricle Pro, in addition to the TrueFit™ Behind-the-Ear upgrade, during consultations. If a customer contacts the call team for assistance with completing their upgrade, please process the order through the upgrade link that was provided via email and not through Sticky. WHEN ASSISTING THE CUSTOMER: Review the consultation outcome in the Specialist Portal to understand what was discussed during the consultation and to confirm that the customer was recommended for the upgrade. https://specialist-training-portal.vercel.app/portal Inform the customer that their upgrade link has already been sent to their email. If the customer is having difficulty accessing the email, you may assist them in locating the email and completing the order through the upgrade link, as it reflects the approved upgrade pricing. If the customer is unable to locate the upgrade email, you may manually use the appropriate upgrade link below. Please ensure that you use the discount code assigned to the customer, which can be found in the Sticky notes associated with the order or in the Specialist Portal (see sample image below). Oricle Pro Upgrade: https://www.oriclehearing.com/discount/UPGRADE-12345?redirect=%2Fproducts%2Foricle-hearing-aid-pro TrueFit™ Behind-the-Ear Upgrade: https://www.oriclehearing.com/discount/UPGRADE-12345?redirect=%2Fproducts%2Foricle-true-fit-premium-over-the-ear-otc-hearing-aids IMPORTANT REMINDER: Please do not use a new discount code from the discount code sheet unless absolutely necessary. The appropriate code has already been sent to the customer. Using a new code may result in duplicate codes being sent, unnecessary code usage, and confusion for both the customer and the team. Before processing any upgrade, always verify the customer's eligibility through the Sticky notes, consultation notes, or the email sent to the customer. If the consultation has just been completed and no discount code has been sent yet, please advise the customer to wait for the upgrade email containing their discount code. If immediate assistance is needed, feel free to DM me. If there are no available internal notes in Sticky, the consultation outcome is unclear, or you are unsure of the customer's eligibility, please reach out to me before proceeding. ADDITIONAL REMINDER: If the customer decides to proceed with a return instead of the upgrade, please ensure to request deletion of the code.

We’d like to clarify guidance regarding when consultations should be offered to customers. General Rule: We should primarily offer the complimentary consultation only to customers who are still within the return window. Important Exceptions (Case-by-Case Basis): Consultations may still be offered outside the return window in the following situations: Customers who initially requested a return within their return window, but their case extended beyond the window due to processing delays, refund pushback, or internal migration delays Customers who are threatening chargebacks, where offering a consultation may help de-escalate the situation Key Reminder: While exceptions are allowed, consultations should mainly be reserved for active return request cases and not broadly offered to all customers beyond the return period.

Guideline: If a customer is still within their 30-day window and would like a follow-up session with a specialist, we can allow it at no extra cost. Why this matters: Customers may have additional or evolving questions after their first session. Allowing follow-ups helps address their concerns, builds confidence in their purchase, and can prevent returns. How to handle: Confirm the customer is within the 30-day window Create a new entry in the portal Clearly note that it’s a follow-up (second, third, fourth, etc.) for our audiologists' reference Proactive Support: If a new or different issue comes up after the initial consultation, you can also proactively offer to schedule another session (still within the 30-day window) to address that concern. This is effective immediately. Impt. Notes: Editing consultation logs Should you ever need to update notes or anything with the consultation entries, it should always be done via the portal. The log sheet is now view-only.

Audiologist Consultation Link & Portal Reminder Just a quick reminder to please use the correct consultation link and ensure all invites are logged through the consultation portal only. Schedule Link: https://calendly.com/d/cxyq-dsw-yct/oricle-hearing-consultation?month=2026-04 Consultation Portal: https://specialist-training-portal.vercel.app/portal It looks like some invites are still being added to the old sheet—please avoid using it moving forward. Please note that macros are already updated with the correct consultation invite link. Thank you everyone for your support and compliance!

Here’s how to update the portal when a customer declines the audiologist consultation invite: Go to: https://specialist-training-portal.vercel.app/portal Search for the customer record (by name or email). Open the record to view/update the details. Go to the Notes section. Delete the previously logged notes and replace them with: “Declined Invitation” Submit the update. Once submitted, the new note will overwrite the previous entry. Thank you!

To improve tracking and keep all consultation-related details in one place, we now have a new way of logging all Audiologist Consultation Referrals. Moving forward, all referrals should be logged through our portal: https://specialist-training-portal.vercel.app/portal 1st Tab – Referrals CS This is where you will log the customer and order details after sending the consultation invite. 2nd Tab – Meeting Details This is where you can check the consultation booking details, including the scheduled date and time. 3rd Tab – Consultation Results This is where you can review the consultation outcome and any follow-up action taken. 4th Tab – Check in 45 Days Post-Delivery This is where we monitor refund status, mainly for analyzing sale-save success. Please start using the portal effective immediately.

Please be informed that we have updated our hearing consultation scheduling link:

https://calendly.com/d/cxyq-dsw-yct/oricle-hearing-consultation?month=2026-03

For reference, our new hearing specialist will begin accepting appointment bookings starting the second week of April. Their availability will also be

reflected in the Calendly time slots by the end of the first week of April.

We will begin ramping up consultation invites around that time, and management will let everyone know once we are ready.

Please note that appointments already scheduled using the old link will not be affected.

https://calendly.com/d/cxyq-dsw-yct/oricle-hearing-consultation?month=2026-03&from=slack 25 mins

A certified hearing specialist will personally guide you through fitting your device, selecting the right mode and volume, and troubleshooting any issues you may have…

For team members handling tickets that require consultation with our audiologist, please ensure the Return/Refund Eligibility column in the https://docs.google.com/spreadsheets/d/1n0qTvz6ejbce3C5dJsgrPMxlyhAfnO-pCHVmxjK3-i4/edit?pli=1&gid=0#gid=0 tracking sheet is completed. This allows the audiologist to clearly review the order’s eligibility status before providing recommendations.

This helps prevent refunds from being offered to customers who are already beyond the 30-day return window.

Following up on our update regarding the Audiologist Consultation, previously, only NOVA AI has been sending the consultation offer.

Now:

Our Oricle Hearing Team will also start sending the consultation invitation to customers who request returns due to comfort or sizing issues.

When to send it:

Send the appointment offer right before troubleshooting. The process will be:

Customer mentions sizing/comfort issue → send Audiologist Invite If declined → proceed with troubleshooting If issue persists → offer BTE Upgrade If still declined → Return/Refund

Macro to use:

OHA Audiologist Consultation Invite

Additional step:

Once the consultation has been offered, ensure to add their details to the https://docs.google.com/spreadsheets/d/1n0qTvz6ejbce3C5dJsgrPMxlyhAfnO-pCHVmxjK3-i4/edit?pli=1&gid=0#gid=0 sheet (CS Details part only).

If the customer later declines, please update the sheet to note “declined invitation”.

Quick heads up on current fulfillment setup: UV Sanitizers are being fulfilled by LA Hearing Aids are being fulfilled by Lincoln Because these items ship from different warehouses, the UV Sanitizer may be fulfilled and shipped first. This will result in separate tracking links for the same order if both items were purchased together. Please make sure to set the right expectation with customers Let them know they may receive multiple tracking numbers and deliveries for one order

Refund Reduction Program – Video Consultation Program Goal - This program supports customers requesting refunds by offering a one on one video consultation with a hearing specialist. The goal is to reduce refund dollars by: Providing customers with a one on one video consultation with a hearing specialist Educating, troubleshooting, and resolving concerns so customers keep their product Offering a replacement, exchange, or upgrade to a better suited model when appropriate Who Is Offered the Video Consultation The video consultation is offered to: Customers who email requesting a refund After asking for the reason, attempting troubleshooting, and the customer still wants to proceed with a refund Appointment Invites All invites will be initiated through Nova Tickets will be auto tagged as “Audiologist Consultation Invite Sent” Issues Eligible for Audiologist Consultation Sizing or fit concerns Feedback or whistling Sound quality issues Discomfort or pain when wearing the device Responsibilities Nova AI Will offer a complimentary video consultation before processing the refund Will share the booking link: https://calendly.com/cindy-oriclehearing/30min CSR Update the https://docs.google.com/spreadsheets/d/1n0qTvz6ejbce3C5dJsgrPMxlyhAfnO-pCHVmxjK3-i4/edit?pli=1&gid=0#gid=0sheet under "CS Details" (columns A to H) Add internal notes in the ticket confirming the sheet update - use added to sheets for uniformity Ticket Assignment A new folder named Oricle: Audiologist Consultation has been added in Gorgias All CSRs handling OHA tickets will have access. Follow Up Process Customer No Show Send a follow up email immediately once Cindy’s remarks show Meeting Attended marked as "N". Use the new macro → type in Appointment No Show Macro Customer Did Not Schedule No follow up is required. This will be considered a return drop. (save) Important Note: This is a test program. Not all OHA customers will be offered a video consultation.

Hi team! Here’s how we’ll process replacements for defective items moving forward:

Check for an active chargeback or existing return request. Confirm the customer is still within the replacement eligibility period. Reminder: The replacement eligibility period is 14 days from the date the item was delivered.

If the customer is eligible, proceed with processing the replacement.

:movie_camera: Attached is a video guide you can reference when processing a replacement.

Please make sure to follow these steps consistently when handling defective item replacement requests.

Kindly acknowledge with :crowns: once you’ve reviewed the process.

Moving forward, ALL warranty replacements must now be escalated and logged in our Reshipment Sheet: https://docs.google.com/spreadsheets/d/1nsEKMBc34_QiHxorGuJOv6B34-3m8CEgNokPlVZaAag/edit?gid=1414496553#gid=1414496553 New Process For every replacement that falls under warranty: Add the replacement request to the Reshipment Sheet. Tag it as Replacement - Under Warranty. Make sure all required customer and order details are complete and accurate. All warranty replacements will now be processed via Redo. Your Sticky notes must contain ALL relevant details regarding the customer's concern, troubleshooting performed, and reason for the replacement/reshipment. IMPORTANT: Please make sure your Sticky notes are complete and detailed. I will be reading and checking your notes before processing any replacement or reshipment. Incomplete or unclear notes may delay the processing of the request. Please make it a habit to document everything clearly in Sticky before escalating the request.

Please be informed that we are currently experiencing shipping delays on some orders allocated to our B&J Warehouse (New NY Warehouse). Our warehouse team is still adjusting to the new fulfillment process, which may result in some orders taking longer than usual to ship.

Effective Immediately: If a customer contacts us regarding an order that: Has not been shipped after 5 days from the order date; and Is allocated to B&J Warehouse / New NY Warehouse,

You may offer the customer a $5 refund as a goodwill compensation for the shipping delay.

In addition to the refund: The $5 compensation is intended to save orders from cancellation due to the shipping delay. Please make every effort to retain the order before proceeding with a cancellation request. Only offer the $5 refund if all qualifications above are met. Verify first that the order is allocated to B&J Warehouse / New NY Warehouse before processing the refund. Ensure the order is tagged/flagged as High Priority after processing the compensation. Properly document the refund and priority request in your ticket notes. Do NOT disclose to customers that we have a new warehouse. Instead, explain that due to a higher-than-usual volume of orders, fulfillment is taking longer than expected.

Do NOT disclose to customers that we have a new warehouse. Instead, explain that due to a higher-than-usual volume of orders, fulfillment is taking longer than expected.

Sample Call Spiel

"Thank you so much for your patience, and I sincerely apologize for the delay with your order. Due to a higher-than-usual volume of orders, our fulfillment process is taking a little longer than expected. I completely understand how frustrating this can be.

As a gesture of goodwill for the inconvenience, I'd be happy to process a $5 refund back to your original payment method.

Additionally, I'll have your order marked as High Priority so our fulfillment team can prioritize it for shipment. Once your order has been shipped, you'll automatically receive a tracking number via email so you can monitor its progress.

We truly appreciate your patience and understanding, and we're doing everything we can to get your order on its way as soon as possible."

Sample Email Template

Thank you for reaching out, and we sincerely apologize for the delay with your order.

Due to a higher-than-usual volume of orders, our fulfillment process is currently taking longer than expected. Our team is actively working to prepare and ship your order as quickly as possible.

As a gesture of goodwill for the inconvenience, we have processed a $5 refund to your original payment method. Please allow a few business days for the refund to reflect, depending on your financial institution.

Additionally, we have marked your order as High Priority to help expedite the fulfillment process. Once your order has been shipped, you will automatically receive a tracking number via email so you can follow its delivery status.

We sincerely appreciate your patience and understanding while we work to get your order shipped as quickly as possible.

If you have any questions or need further assistance, please don't hesitate to reach out.

Please make sure to follow this process consistently for all qualified orders.

Effective immediately, when manually creating a 50% Green Return via Redo, please ensure that you manually adjust the fee to 50% before processing. This adjustment is now required moving forward to ensure refund calculations remain accurate and aligned. Before completing the request, please double-check the final refund amount. Kindly refer to the photo below for the step-by-step guide.

Moving forward, for all concerns involving incorrect items received, agents must now require customers to provide the following for proper documentation and verification: A clear photo of the item they received A clear photo of the shipping label attached to the package/order received Please ensure both photos are collected before proceeding with escalation or resolution of the concern. This will help us improve tracking accuracy, avoid processing delays, and provide proper documentation for investigation purposes. Kindly make sure customers are informed of this requirement during the interaction.

We would like to inform everyone that all manual order creation and reshipment requests across all brands must now be properly escalated through our CSR tracker for accurate processing and visibility. All entries must be submitted under: CSR Tracker – Shopify Manual Creation & Reshipment Requests tab https://docs.google.com/spreadsheets/d/1nsEKMBc34_QiHxorGuJOv6B34-3m8CEgNokPlVZaAag/edit?gid=1414496553#gid=1414496553 Please ensure the following required details are properly filled out, including the Address column: • Address – If there are no changes, please note Same Address. Otherwise, kindly provide the complete updated address for reshipment. Once escalated, orders will be manually created by the assigned admin through Shopify. Please note: • This process applies to ALL brands requiring manual order creation or reshipment requests • Ensure all required details are complete before submission to avoid delays • Incomplete entries may be returned or delayed for processing Thank you for your cooperation in maintaining an organized and efficient workflow.

We now have an updated process for RTS and undelivered package complaints. For Layer 1, we will offer a reshipment first and ask for the customer’s preferred shipping address. If the customer specifically demands a refund, we may proceed with a full refund instead (refund INCLUDES shipping). Additionally, if the customer mentions chargebacks, disputes, legal action, reporting to the Attorney General, or any similar “magic words,” we will immediately proceed with issuing a full refund. This applies to all undelivered and RTS cases, including both carrier fault and customer fault cases. Please also update the macros accordingly: Remove: “Because of this, we regret to inform you that we are unable to proceed with a reshipment or refund for this order.” Replace with something similar to: “As a one time exception, we can process a reshipment for your order. Could you please confirm your complete shipping address?” OR you can use macros below which can be found in Gorgias or in macro library under general macros tab. Outgoing - RTS (Insufficient Address) General - Returned Order (Insufficient Address) Sent to OLD Address But Returned to Sender For Layer 2, the macro will need to be modified completely and we may use the old refund macro as reference or the suggested macro below. Hello, Thank you for your response. We understand that you would prefer a refund instead of a reshipment for your undelivered order. As requested, we will proceed with processing a full refund for the order. Please allow 1-10 business days for the refund to reflect back to your original payment method, depending on your financial institution. We sincerely apologize for the inconvenience caused and truly appreciate your patience and understanding throughout this process. If you have any additional questions or concerns, please feel free to let us know and we will be happy to assist you. IMPORTANT: Do not forget to log reshipment claims in here.

We have an updated process for RTS / Undelivered Package complaints ONLY effective immediately. This process applies strictly to orders tagged as RTS / Undelivered Package. Updated RTS / Undelivered Package Handling We will now offer a reshipment first. Ask the customer for their preferred shipping address. If the customer insists on a refund, we may proceed with issuing a full refund. If the customer mentions any of the following “magic words”: Chargeback / CB Dispute Legal action Reporting to Attorney General ** We will immediately revert to issuing a full refund. Please make sure to follow this updated process moving forward.

All completed returns that are refunded through Redo should also be reflected in Sticky. When a customer follows up on their refund and we can confirm that Redo has successfully processed it, we should verify if the refund is showing in Sticky. Refund issued by Jimmy Dendrinos (see screenshot) If the refund is not reflected in Sticky, please proceed with issuing the refund manually through Sticky and ensure that all relevant notes are properly documented. Additionally, please flag the order to your Team Lead (TL) so it can be further investigated. Thank you in advance for your continued compliance, team!

Hi Team, Please be guided on the updated process for handling technical issues / defective device complaints under Oricle. NEW UPDATE: We are now extending the acceptance period from 2 weeks to 30 days for defective device complaints. Replacement is preferred over refund whenever applicable. Hearing Audiologists/CSRs may approve replacements even without warranty, as long as the issue is reported within 30 days of delivery. Updated Flow for Technical Issues: Customer reports a technical issue → BTS troubleshooting (for cases where the defect can be validated through photo evidence or judgment) If NOT RESOLVABLE / NOT VERIFIABLE → escalate to Hearing Audiologist If BTS troubleshooting is sufficient but the issue persists → CSR may proceed with offering a replacement CSR Handling Guidelines: CSRs may offer replacement if the defect is Clearly visible via photo/video evidence Or can be reasonably validated through judgment or conversation Examples: Device won’t turn on Not charging No indicator lights Battery issues (e.g., drains fast) Other clear hardware-related defects that can be validated Escalation to Audiologists: If the issue Cannot be validated via photos/videos Cannot be confidently assessed through conversation or troubleshooting flow Please send an Audiologist Consultation Invite. Let’s ensure proper assessment before escalation and continue prioritizing fair replacement resolutions for our customers.

To ensure accuracy and consistency in our DHL Reshipment Claim Sheet, please follow the correct tagging guidelines below:

**Claim Type Tagging** Use the appropriate claim type based on the scenario:

**Delivered at Incorrect Address – Customer’s Fault** → Use when the customer reports non-receipt, but tracking confirms delivery to a different address provided by the customer

**Stuck (No Movement > 7 Days)** → Use when there is no tracking movement for more than 7 days *(excluding customs cases — see note below)*

**Stuck in Confirmed Status** → Use when a label has been created but the item has not been dispatched or handed over for transit

**Damaged Item** → Use when the customer received the item in damaged condition

**Delayed Delivery (Forwarded)** → Use when the latest tracking status shows “Forwarded”

**Shipped without Street/House Number** → Use when the order is marked shipped/delivered but lacks a complete house or street address

**Important:** For orders **Shipped without Street/House Number**, always offer a **Reshipment**.

**Action Tagging** In addition to claim type, make sure the **Action Taken** is correctly tagged:

**Pending** → If the order is still in transit OR a reshipment/refund has been offered but not yet completed **Reshipped / Refund** → If reshipment or refund has already been processed **No Action Needed** → If delivered to incorrect address due to customer’s fault **Order Successfully Delivered** → If previously tagged as stuck but was eventually delivered **Additional Note:** Orders marked as **“Arrived at Customs”** are **NOT considered stuck**. → These require **customer pickup at customs**, so **no need to escalate or add to the sheet**. Accurate tagging is critical to ensure proper tracking, reporting, and resolution of claims. Please

A quick reminder regarding reshipments due to failed deliveries. If an order has already been reshipped once and the delivery still fails even though the address is accurate, please do not process another reshipment. We are limiting this to one reshipment per order. In these situations, we will proceed with a refund instead of sending another replacement or reshipment. This helps us avoid repeated shipping issues and prevents unnecessary delays for the customer. Please keep this in mind moving forward. If you encounter any special cases, feel free to flag them with the team.

When processing a reshipment for customers who reported that the tube is missing from their order (with photos provided), please make sure to use SKU - MA-OEHOABTETIPTUBES8. This ensures that the customer will receive the tubes along with the tips.

Please note that orders shipped via UPS (United Parcel Service) often include a photo as proof of delivery . How to Access the UPS Delivery Photo: 1. Go to the order in **ShipHero**. 2. Click on the **tracking number**. 3. You will be redirected to the UPS tracking page. 4. On the tracking page: Confirm the package status shows "Delivered". If a photo is available, you will see a prompt to "enter the destination ZIP code". Enter the ZIP code in the designated field. Click "Submit/View Proof of Delivery" to access the photo. (Please refer to the sample image for visual guidance.) How to Share with the Customer: If a customer reports that they did not receive their package but the UPS tracking page shows it as delivered: 1. Access the delivery photo using the steps above. 2. Take a screenshot of the photo shown on the UPS website. 3. Attach the screenshot in your response to the customer as additional proof of delivery . This helps provide clear documentation and can often resolve delivery disputes quickly.