OPENING

Brie/Colby
Hello, Thank you for contacting HelloFresh! My name is Karla. I am very Happy to help you
today XXX, allow me a moment to review your conversation with Brie.

Hello, Thank you for contacting EveryPlate! My name is Erika. I am very happy to help you
today XXX, allow me a moment to review your conversation with Colby.

**VIP**

Hello NAME, Thank you for contacting HelloFresh and for being a HelloFresh VIP customer! My
name is Erika. I will be helping you today and giving you the customer service you deserve,
please allow me a moment to review your conversation with Brie.

Hello NAME, Thank you for contacting EveryPlate and for being a EveryPlate VIP customer! My
name is Erika. I will be helping you today and giving you the customer service you deserve,
please allow me a moment to review your conversation with Colby.

**IF BRIE CONVERSATION NOT CLEAR**

I understand you requested to speak with an agent, how can I help you today?

I understand you requested to speak with an agent regarding ingredient issues, how can I help
you with this today?

I understand you requested to speak with an agent regarding delivery issues, how can I help
you with this today?

I understand you requested to speak with an agent regarding voucher/payment issues, how can
I help you with this today?

No Brie/Colby
Hello XXX, Thank you very much for contacting HelloFresh! My name is Erika. How can I help
you today?

Hello XXX, Thank you berry much for contacting EveryPlate! My name is Erika. How can I help
you today?

**VIP**

Hello CUSTOMER, Thank you for contacting HelloFresh and for being a HelloFresh VIP
customer! My name is Erika. How can I help you today?
H
Hello CUSTOMER, Thank you for contacting EveryPlate and for being a EveryPlate VIP
customer! My name is Erika. How can I help you today?

EMPATHY AND PARAPHRASING REASON OF CONTACT

General
I am very sorry that you are being affected by [ISSUE]. I know this wasn't expected, I will be
happy to review what happened and see how we can resolve this issue now and in the future.

Box Cancellation

After CO

I am sorry to hear that you want to cancel your upcoming box, but I will gladly take a look into
this for you and see if we can still cancel it on our end.

I see from your interaction with our virtual assistant, Brie that you wish to cancel your box.
Although I am saddened to hear that you wanna cancel your order, rest assured that we
prioritize your comfort and always ensure excellent customer experience so I will definitely do
my best to process your request.

I am sorry to hear that you would like to cancel your first scheduled delivery. I will gladly take a
look into this for you.

Delivery

Delivery status 1 day Early.

I am sorry that you received the box unexpectedly a day early, sometimes carriers rush our
boxes when their route is saturated to ensure that the contents will arrive safely. I will still go
ahead and report this to my logistics team so they can partner with the carrier and figure out
why this is happening and can come up with a better solution for you XX.

Delivery status delivery date

I am very sorry that you cannot see accurate delivery information on your account, I will gladly
take a look so we can figure out where your box is.

I will gladly check the status of your upcoming delivery and confirm if it will be received today.

Delivery status 1 day after or not received

I am very sorry that your box didn't arrive on the day planned, I will gladly verify the current
status of the delivery for you.
I am sorry to hear you did not receive your delivery yesterday NAME, I will gladly look into this for
you and check the tracking details to see what is the status.

I am sorry to hear that you received a notification stating that your box was already delivered but that
nothing arrived at your location. I will gladly look into this for you and check the tracking details.

I am sorry to hear you need to check on a missing delivery. I will gladly check the tracking details for
you.

I am sorry to hear that your box was delivered to an incorrect address, I will gladly take a look into
this for you.

I am sorry to hear your last scheduled delivery hasn't arrived. I will gladly look into this for you.

Ice packs
My deepest apologies for the open ice packs! That certainly sounds like a mess and not the
impression we want to leave you with! The good news is that our ice packs contain non-toxic
sodium salt that rinses away in the water. So the produce and meat will be fine once you rinse
them. I will make sure to report this to our packing team so they are aware of the current needs
in your area, so we can improve on our deliveries. Thank you so much for letting us know!

FOR INGREDIENT ISSUES

I am very sorry to hear you were missing the whole meal bag for one of your meals NAME. I
know this is a disappointing experience and I will gladly help to report this as needed.

I am very sorry to hear the iNGREDIENT was received open and leaking. I know this is a
disappointing experience and I will gladly help to report this as needed.

I am very sorry to hear the iNGREDIENT was received in a bad condition. I know this is a
disappointing experience and I will gladly help to report this as needed.

I am sorry to hear you are missing the INGREDIENT for one of your meals NAME. I will gladly
help to report this as needed.

I Vouchers

Unclear
I am terribly sorry that the communication on the voucher was not very clear, hopefully, I am
able to clear any questions that you might have.

Didn't Apply
I am very sorry that you are having trouble applying your voucher code, but I will gladly assist
you with this situation.
For this offer we just need to make sure you clicked on the link from the email so it can get activated and
redeemed. If once you click on the link it sends you to the menu than you just need to select it and the discount
will apply once the order invoice/charge is generated. You won't see it in the summary but it will automatically
give you the discount once the box is charged.

Cancel Account
I am very sorry to hear that you don't want to continue with your subscription and would like to
cancel, but I will surely take care of this for you.

OTHER MACRO OPTIONS!!

Box cancelation: Oh no! I am so sorry to hear that you want to cancel your box but don't worry, allow me to
check the cut-off date on your subscription to provide you with the options available custname.

Box cancelation “too expensive” #1: Oh no! I am so sorry to hear that you want to cancel your box due to
financial reasons, I definitely understand the economy can be tough nowadays, but don’t worry, allow me to
check your subscription so I can review the available options for you.

Box cancelation “too expensive” #2: Oh no! I am so sorry to hear that you want to cancel your box due to the
cost, I know budgeting is on everyone’s mind (myself included), but don’t worry, we always have multiple
options for you, let’s see what suits your household the best.

Box cancelation traveling/out of town: Oh no! I am so sorry to hear that you want to cancel your box since
you won’t be home to receive it, I travel a lot as well, especially during this season of the year, so I totally
understand, but don’t worry, allow me to check your subscription so I can review the available options for you.

Account cancelation: Oh no! I am so sorry to hear that you want to cancel your account, but don’t worry, I
can totally help you with this today custname.

Quality: I'm very sorry to hear that your (ingredient) arrived not up to our standards. I know how important
every ingredient is to the recipe custname. But don’t worry, we definitely want to make sure this is resolved
moving forward and provide you the right compensation on this matter.

Meal selection: I understand selecting meals that suit your family is important, so please allow me to take a
look at the options available based on the menu.

Promo codes 14-16 “free meals”: I apologize for any confusion caused in regard to the promotional code you
currently have on your account, but I can definitely review it and share the details about it with you.

Delivered to the wrong address: I am so sorry to hear it seems like your box was delivered to the wrong
address, I understand that these meals are important for you and your household, but don’t worry, I will
definitely do my best to gather more details in regards to this matter and further assist you. Allow me to take a
look into this.
ACCOUNT VERIFICATION

Negative Issue:
So that I can Immediately start making things right for you, do you mind providing me with your
email and shipping address, so I can make sure I am working on the correct account?

I No Issue:

To assist you, do you mind providing me with your email and shipping address, so I can make
sure I am working on the correct account?

To assist you, do you mind providing me with your email, so I can make sure I am working on
the correct account?

-PERSONALIZATION After Verification

Box count good interaction

Thank you for confirming this, as I review your account, I see that you have XX boxes with us
already, I really hope you have been enjoying the meals with us so far.

Thank you for confirming this NAME, as I review your account I see you’ve been with us
throughout ## boxes so thank you for your loyalty, it means a lot to us being part of your kitchen
this far!

Thank you for confirming this NAME, as I review your account I see you’ve been with us
throughout ## boxes so thank you for your loyalty this far!

Thank you for confirming your email, allow me a moment to pull up the account details.

Box count hard interaction

Thank you for confirming this, I see that you have XX boxes with us already, and these types of
issues shouldn't be happening, I will do my best to try and make things right for you.

AFTER PARAPHRASING REASON OF CALL YOU CAN USE THE FOLLOWING TO GET
SOME TIME TO REVIEW AND OR MANAGE OTHER CHATS YOU MIGHT HAVE ALSO
PENDING:

FOR BOX DELIVERY STATUS

Please allow me a few minutes to review the tracking details on your upcoming delivery.

Please allow me a few minutes to review the tracking details on your delivery.
Please allow me a few minutes to review the tracking details on your delivery to see what
happened.

FOR INGREDIENT ISSUES

Please allow me a few minutes to report this missing ingredient. I will be right back.

Please allow me a few minutes to report these missing ingredients. I will be right back.

Please allow me a few minutes to report this. I will be right back.

Please allow me a few minutes to report this damaged ingredient. I will be right back.
Please allow me a few minutes to report these damaged ingredients. I will be right back.

MEAL CHANGES 4 DAYS PRIOR

I will gladly help you with the meal selection for your upcoming order!

FOR BOX/SUBSCRIPTION CANCELLATIONS

Before we proceed may I please know the reason you would like to cancel/skip your upcoming
delivery?

Before we proceed may I please know the reason you would like to cancel your subscription?

All right, I appreciate you letting me know this NAME , please allow me a few minutes to review your
upcoming order and see if it can still be canceled or what other options we can provide you.

Education/Resolution

Box modifications after cut off(4 days)

HOLIDAY CHANGE

First of all I do apologize regarding this as because of the Holidays there was a slight change on the
deliveries for this upcoming week, an email was sent out to all of our customers to confirm this, did you
receive an email by any chance Name?

I understand NAME, whenever we do a delivery shift we send out an email mentioning this so you can plan
accordingly we also have a banner over on the website regarding it! I'm sorry if these missed you, NAME.
Thank you NAME for confirming this, now I show your upcoming order is scheduled for XX/XX and it was
changed due to the upcoming Holiday there was a Holiday shift and we were told an email was sent out to you
a few weeks back to inform of this change along with the banner over on the website regarding it.

Thank you again for waiting NAME, so I was able to check here unfortunately since the order is locked in
already we can no longer cancel it, also due to the Holiday we can't reschedule it either, the only 2 options I
can offer with this order is to update the meals or change the shipping address.

FIRST RESPONSE

Thank you for your patience NAME, I show you do have a scheduled delivery on 03/11, since
this order is already 4 days prior to delivery it is past our cut-off period for cancellations which is
5 days prior and the system blocks me from the option to cancel.

We might be able to still make some modifications on it like update the meals, change the
delivery date to a future date to accommodate your needs or update the shipping address, but
the option to fully cancel is no longer available in the system. I do apologize for this
inconvenience.

PUSH BACK

In order to increase the efficiency of our delivery time frame, and to provide you the most fresh
products, we are no longer able to make changes 4 days prior to delivery. However, we are
happy to change your meals, shipping address, or move the delivery to a future date to
accommodate your needs

I am so sorry, but unfortunately we are unable to cancel orders after the cutoff as stated in the
terms of the subscription with HelloFresh. The cutoff of (T) 11:59 PM CST the week prior to your
delivery date is there to ensure our meals are packed properly and ingredients arrive fresh.

We apologize for any inconvenience or confusion. Although the delivery has not shipped yet, the
order information including the meals are locked in place and sent to the distribution centers
automatically after the cutoff. Due to this, the system does not allow any modifications.

If only I could cancel the box, I wouldn't hesitate at all. It's just that our system already blocked
the cancelation button on my end and has set limitations on what I can do. I am reaching out to
my team now as we chat to seek approval and will vouch for you.

I understand your situation right now. XXXX. I touched base with my team. And I was advised
that we can't cancel the box anymore because the system locked the order since we are now in
the cut-off period. :( I'm really sorry

I'm sorry for this. XXXX. :( As much as I would love to cancel the box and process the refund.
But the system won't allow us to since there's a policy. My goal is to provide you with the
customer service that you deserve and I hope that this will not take against me.
CST AGREES TO CHANGE MEALS, ADDRESS OR DATE OF DELIVERY

Thank you for waiting, we are all set! I have successfully updated your delivery for XX/XX. Is
there anything else I can assist you with today?

Thank you for waiting, we are all set! I have successfully updated your shipping address for your
upcoming order on XX/XX. Is there anything else I can assist you with today?

Thank you for waiting, we are all set! I have successfully updated the meals for your delivery on
XX/XX. Is there anything else I can assist you with today?

CST REPORTS UNEXPECTED CHARGE RIGHT AWAY AFTER REACTIVATING THE

ACCOUNT

Thank you for reaching out and I'm more than happy to help clarify information NAME. Taking a
look into this, I do see you were charged [insert amount] for your chosen meal plan directly after
reactivating your subscription. It's never our intention to catch anyone by surprise! Because we
strive to be fully transparent and ensure you have full control of your orders, the only way for the
charge to have gone through is by the customer clicking "Place Order" Following this, you are
taken to make meal selections to choose the items you would like in your order. We apologize
for any confusion! I hope I was able clarify the reason why the charge went through at that time.
Please know, any future orders will always be charged directly after your cutoff of 5 days prior to
the scheduled delivery by 11:59 pm PST.

CUSTOMER MENTIONED MADE PAUSE/CANCELLED ON THE ACCOUNT

Thank you for your patience, after reviewing your account I do show the last time you logged in
and made changes was on XX/XX and on that day you paused WeeK XX that covers XX-XX /
XX-XX and also WeeK XX that covers XX-XX / XX-XX, but I don't show that this week delivery
was paused and no other history of opening the account again.

EDUCATE AND RE-EDUCATE WITH PUSHBACK

“We certainly always wish for you to receive meals that you can fully enjoy, and we’re happy to
help ensure this does not occur again. Please know, you can always view the last day to make
changes to an order via your "My Menu" dashboard. Additionally, you will receive an email each
week reminded you to make any modifications to your order before it processes. As a friendly
reminder, our cutoff is always 5 days at 11:59 PM CST the week prior to your scheduled
delivery."

COMPENSATION PUSHBACK
When you must deny compensation, kindly inform them and focus on what you can do:
•
Please know, we certainly never wish for this to occur, and I’m so sorry again for any
inconvenience or frustrations. There were no successful edits made to this order prior to the
cutoff so due to this, the system is not populating a credit or refund to be processed for this
order.”
•
"I'm so sorry again to hear of any frustrations. Please know, we always want to help ensure you
have the best experience. What I can do today is provide further information for any questions
on managing your account to help ensure this does not occur in the future."
•
"Taking a look into this, the system is not populating any compensation for this situation, as I do
want to confirm your upcoming order is still set to arrive. [Confirm other details on their account
to them if applicable]. We truly want to ensure you're able to always receive the best
experience, and I'm more than happy to provide any further information to help avoid any future
frustating experiences."

CLOSINGS FOR CSATs FOR THESE TYPE OF INTERACTIONS

Once again, we deeply apologize for any inconvenience or confusion. It's truly never our intention, and
it's our top priority that you're able to enjoy the full experience of our service. Please know, that one of the
main reasons that we have a cutoff is to reduce food waste and ensure orders are able to be delivered in a
timely manner.

If they are really upset about compensation:

I'm sorry again to hear of any frustrations, and it's never the intention. While I was unable to process any
compensation for this error, please know I personally detailed your very valuable feedback you shared with me
in the report I submitted today.

LOGISTICS ISSUES

1 day early
I am sorry that you received the box unexpectedly a day early, sometimes carriers rush our
boxes when their route is saturated to ensure that the contents will arrive safely. I will still go
ahead and report this to my logistics team so they can partner with the carrier and figure out
why this is happening and can come up with a better solution for you XX.

I'm sorry to hear that your box arrived earlier, I know that normally that's not a big deal, but also
understand that for you it can be a big issue this time, I will place the proper report to make sure
the logistics team gets this fixed as soon as possible, they normally take around 1-2 weeks to
make this cases get fixed with the courier, so please let us know if this happens again so we
can send the information to keep the track
I see that your package shows it was delivered today 1 day early, sometimes for efficiency
purposes and to avoid a late delivery our drivers deliver the box as soon as possible. Our gel
packs can hold the food fresh and good to consume until 48 hours after the delivery day.

Marked as delivered (same day)

Thank you for waiting NAME, after reviewing the tracking details, I see that the box was marked
as delivered as you mention, sometimes courier mistakenly mark packages as delivered, but
they still have them in their possession, we will gladly take care of you if this is not the case,
however, we do have to wait for the full delivery window from **8 am to 8 pm** today XX/XX to
make sure it is not the case as couriers do this from time to time. If the box doesn't arrive just
contact us again tomorrow and we will resolve this issue for you.

1 day late

Box getting delivered

Thank you for waiting NAME, I do see the box is running a day late, but it's set to be delivered
today XX/XX before 8 pm, luckily our boxes are set to last 48 hours after the initial delivery date
so you shouldn't have any issues. What we will do for you is add a $10 credit to your account
which will apply to your box coming on XX/XX for this inconvenience. On top of that, we will still
create a report with my logistics team so they can be aware of and resolve any issues that may
have arisen with the carrier. If for some reason the box is not in good condition, please contact
us again so we can take care of you and escalate the situation further.

FOR PUSHBACK ON FOOD GOING TO WASTE/NOT BEING FRESH

We have specially designed boxes with insulating liners, gel packs, and cooling material to
keep your food as cool as possible for up to 48 hours after your expected delivery date. We
even modify our packaging based on season to ensure optimal freshness.

Damaged box /Marked as delivered / 2 days late

Thank you for waiting NAME, I am very sorry, but it seems that the box was damaged/failed/lost
in transit and we will not be able to deliver, while sometimes our kitchen team does send out a
replacement box that depends on item availability, if they do you will receive new tracking info.
In the meantime, I will need to report this and submit the full box credit. Please allow me a few
more minutes to work on this.

Remake
Thank you for waiting NAME, I am sorry, but it seems that there was an issue with your box,
fortunately, our kitchen was able to put a brand new box together for you which should be
arriving on XX/XX, while this is not the experience we want you to have, this is the best we can
do to address it and to start to make it up to you and ensure you do receive the expected meals.
Repeated issues
I am terribly sorry that you've had to go through this again, this definitely needs to be reviewed
by a different department, I will go ahead and submit an escalated report with my logistics
department so they can fully investigate what is happening in your area, I know that if this is
happening to you is probably happening to someone else, so thank you for bringing this to our
attention. Also let me check and see if we can maybe change the carrier for you.

2 days late or more / no delivery / marked as delivered after the delivery date
second option

Thank you for waiting NAME, after reviewing your tracking information, I do see a discrepancy
in your delivery. I am truly sorry about this. Let me credit the full box and make sure you get
taken care of right away. If the box does arrive, I recommend not consuming any of the items to
avoid any safety issues since this will be the **DAYS** day that it is out in transit. Please allow
me a few more minutes to report this.

RESOLUTION

NAME, thank you for your patience, I have reported this issue to my logistics team regarding
this so they can be aware of and resolve any issues that may have arisen with the carrier and I
have issued a credit for $34.34 which will automatically apply to your next full-price delivery on
01/14. Since you were not able to enjoy your box, I refunded the shipping fee into your payment
account for $9.99. The refund will reflect within **5-10 business days**.

**REFUND PUSHBACK**
NAME, thank you for your patience, I have reported this issue to my logistics team regarding
this so they can be aware of and resolve any issues that may have arisen with the carrier and I
have issued a refund for the amount of $29.94, the refund will reflect on your payment account
within 5-10 business days.

**WITH PREMIUM SURCHARGE**

NAME, thank you for your patience, I have reported this issue to my logistics team regarding
this so they can be aware of and resolve any issues that may have arisen with the carrier and I
have issued a credit for $ which will automatically apply to your next full-price delivery on 01/14.
Since you were not able to enjoy your box, I refunded the shipping fee and premium surcharge
into your payment account for $9.99. The refund will reflect within **5-10 business days**.

**WITH ADD ON**

NAME, thank you for your patience, I have reported this issue to my logistics team regarding
this so they can be aware of and resolve any issues that may have arisen with the carrier and I
have issued a credit for $ which will automatically apply to your next full-price delivery on 01/14.
Since you were not able to enjoy your box, I refunded the shipping fee and add-ons into your
payment account for $9.99. The refund will reflect within **5-10 business days**.
**WITH PREMIUM AND ADD ON**

NAME, thank you for your patience, I have reported this issue to my logistics team regarding
this so they can be aware of and resolve any issues that may have arisen with the carrier and I
have issued a credit for $ which will automatically apply to your next full-price delivery on 01/14.
Since you were not able to enjoy your box, I refunded the shipping fee, premium pick and add-
ons into your payment account for $9.99. The refund will reflect within **5-10 business days**.

MISSING/DAMAGED INGREDIENTS OR RECIPE CARDS

Missing Ingredients

Thank you for waiting NAME, once again I'm so sorry that you are missing the **ITEM** from
your box. We really wish we could send it out to you, however, we cannot send out items
individually or in a future box. But, I have finished my report and have made my kitchen team
aware of this. Also, I have issued a credit for $AMOUNT which does not expire, and it will reflect
on your next full-priced box for DATE.

PUSHBACK for REFUND

Thank you for waiting NAME, once again I'm so sorry that you are missing the **ITEM** from
your box. We really wish we could send it out to you, however, we cannot send out items
individually or in a future box. But, I have finished my report and have made my kitchen team
aware of this. Also, I have issued a refund for the amount of $111.87, the refund will reflect on
your payment method within 5-10 business days.

DAMAGED INGREDIENTS

NAME, once again, I am very sorry for the condition that your box arrived in. I have reported this
issue to our Quality and management team in hopes that this issue does not occur again, and I
went ahead and issued a credit for $AMOUNT which does not expire, and it will reflect on your
next full-priced box for DATE.

NAME, once again, I am very sorry for the condition the INGREDIENT arrived in. I have
reported this issue to our Quality and management team in hopes that this issue does not occur
again, and I went ahead and issued a credit for $AMOUNT which does not expire, and it will
reflect on your next full-priced box for DATE.

PUSHBACK FOR REFUND

NAME, once again, I am very sorry for the condition that your box arrived in. I have reported this
issue to our Quality and management team in hopes that this issue does not occur again, and I
went ahead and issued a refund for the amount of $59.99, the refund will reflect on your
payment method within 5-10 business days.
FULL BOX DAMAGED

NAME thank you for your patience, once again, I am very sorry for the condition that your box
arrived in. I have reported this issue to our Quality and management team in hopes that this
issue does not occur again, and I went ahead and issued a credit for $75.92 which does not
expire, and it will reflect on your next full-priced box for 05/26. Since you were not able to enjoy
your box, I refunded the shipping fee into your payment account for $9.99. The refund will reflect
within 5-10 business days.

MISSING/INCORRECT RECIPE CARD

• Here are the links to your missing recipe cards:

• Here is the link to your missing recipe card:

Once you click on the link, please go to the instructions section. On the right side, you
will see the download button so that you may view the recipe in **PDF**, and download
it to your electronic device or print out.

UNEXPECTED CHARGE

Thank you so much for your patience. For your upcoming delivery, I see that you added
PREMIUMMEAL, this is a premium meal. Please, do keep in mind that gourmet meals,
upgrades and add on's will always be an extra charge to your original meal plan, this is why
there was an extra charge of $AMOUNT for the upcoming delivery.

To avoid any future confusion on our extra charges, each week we now offer **8 special meals**
that are top-of-the-line recipes with the highest quality ingredients. These meals will be **tagged
in black, blue and red and marked** with any of the following banners. _**Premium, Upgrade,
Side Swap, Brunch, Fast & Fresh.**_ If you select a recipe with one of these banners, an extra
charge for that meal will be billed to you.

EVERYPLATE

Thank you so much for your time. For your upcoming delivery, I see that you added PREMIUMMEAL, this is a
premium meal. Please, do keep in mind that gourmet meals, upgrades and add on's will always be an extra charge to
your original meal plan, this is why there was an extra charge of $AMOUNT for the upcoming delivery.

To avoid any future confusion on our extra charges, each week we offer **6 special meals** that are top-of-the-line
recipes with the highest quality ingredients. These meals will be **tagged in black, blue and red and marked**
with any of the following banners. _**Premium", "Premium+", "15 Min Or Less" or "Big-Batch
Faves.**_ If you select a recipe with one of these banners, an extra charge for that meal will be billed to you.
AUTORENEWAL OF SUBSCRIPTION

I'm so sorry for the confusion with our billing. HelloFresh is an auto-renewing meal kit service
and we try to make it clear throughout the checkout process that you're enrolling in a weekly
subscription for those delicious ingredients and simple recipes. We do have an option for you to
manage your account and pause for weeks at a time, but we'll continue to deliver until you tell
us otherwise by pausing.

NAME, I am sorry to hear that you received a box that you were not expecting, I do want to let
you know that 1) HelloFresh is an autorenewal subscription and that unless your boxes were
paused, you will still be receiving boxes, and 2) if you're a new customer, if you finished the
account setup, this will automatically place an order. But please do allow me a moment to
check.

I'm so sorry for the confusion with our billing. HelloFresh is an auto-renewing meal kit service
and we try to make it clear throughout the checkout process that you're enrolling in a weekly
subscription for those delicious ingredients and simple recipes. If you're a new customer, if you
finished the account setup, this will automatically place an order. But please do allow me a
moment to check.

CREDITS OR REFUNDS FOR AGENT ERROR OR TECH ISSUE OR

VOUCHER ERROR

Credits Only
I have issued a credit for the amount of $XX The credit will automatically apply on your next full-
price scheduled delivery date which is on, XX/XX The credit on your account does not expire
and it only applies to your subscription, which means that you will still have to cover shipping
fees.

I am issuing a credit for the amount of $XX. The credit will automatically apply to your next full-
price schedule, XX/XX. The credit on your account does not expire and only applies to your
subscription, which means you will still have to cover shipping fees.

CST WANTING TO KNOW WHY CREDIT NOT APPLIED ON FOLLOWING BOX (HAS
PROMO DISCOUNT)

The reason why this credit will apply until the order is scheduled for delivery on XX/XX is due to
you currently have a promotion activity which is good for X more boxes, promos, and credits,
just like oil and water, don't go together, so we need to wait until the promo runs out for the
credits to jump in and take over.
As you have an active discount promo that is still valid for 3 more boxes the credit remains
pending until that promo ends, since the system doesn't allow for promo discounts and credits
to combine but that is why these credits don't expire.
I know this is not enough to compensate for the bad experience you have encountered, but I
hope I made it up to you. since you're the most important part of our HelloFresh FAM!

Credits + Shipping
I have issued a credit for the amount of $XX The credit will automatically apply on your next full-
price scheduled delivery date which is on XX/XX The credit on your account does not expire
and it only applies to your subscription, which means that you will still have to cover shipping
fees.

Since you were not able to enjoy your full box, I am also refunding the shipping fee back into
your payment account in the amount of $9.99.The refund will reflect within 5-10 business days..

Refund
I have issued a refund for the amount of $89.13, the refund will reflect on your payment
method within 5-10 business days.

RETENTION FOR SUBSCRIPTION CANCELLATION

Frequency Change
Before I cancel your account, I just want to go over some of your options with you. One of the
cool things about HelloFresh is that it’s a flexible subscription! We can change your delivery
frequency to a **bi-weekly** or even a **monthly** subscription ! That way you can still continue
to enjoy your boxes at your own pace. Would you like me to change the frequency of your
subscription?

Extended Pause
Before I cancel your account, I just want to let you know that I can put your account on an
**extended pause for 5 or more weeks**. During those weeks you would not be getting charged
and you would not be getting any deliveries. That way, you can still access and see the menu
without placing any orders, unless you choose to order one. Would an extended pause be
something you might be interested in?

Other Brand
I am sorry that the XX meals are not working for you, but based on what you are telling me it
seems that you can take advantage of one of your sister brands such as - XXX.
-Green chef, they handle a lot of specialized diet plans such as Keto, Low glycemic index, and
Paleo, amongst others.

-Factor 75, handle pre-cooked meals for many specialized diets, which have never been frozen
and they ship to you already oven ready for your convenience.

-Every plate, they have more affordable and simpler meals such as spaghetti and meatballs,
meatloaf, etc.

PRICE

Before I cancel your account, I just want to let you know that I understand that money is a big
concern, that is why at HelloFresh we try to be a flexible subscription for you and your family.
We have several options for you. We can change your plan to a smaller one, we can pause your
deliveries for 5 or more weeks so you can see what we're offering in the upcoming weeks but
will not be charged, we can change your frequency to a bi-weekly or even a monthly
_subscription_. Are you interested in any of these options?

Not happy with a certain situation

I am extremely sorry that you had this bad experience with your deliveries 😔. But let's do
something. I cannot change the past, but I can surely make the future a little better. So you can
take a break from our service, I suggest that we can go ahead and **pause** your deliveries for
up to **5 weeks or more if you’d like as I can pause for up to 2 months**. This way, we can keep
your account open, but you give us a chance to take care of the report we made to ensure these
issues do not happen again. Would an extended pause be something you might be interested
in?

Change of carrier

Before I cancel your account, I do want to let you know that once your box leaves our facilities, it
becomes the courier's responsibility to make sure that your box arrives safe and on time. May I
suggest, since you mention this has not been the first time this issue happens, would you like
for me to look into a **change of carrier**? All I need for this is your **zip code**, but we may
need to change the days of delivery.

Moving
That’s great to hear! I hope that your new place is lovely and that it brings you happiness and
peace. I understand that you wish to cancel your account, but I would like to offer an alternative.
We can instead pause your account for **5 or more weeks**! You can always pause your
deliveries up to **3/4 weeks** on your own account, but we pause them from up to **12
weeks**! That way, we don’t need to cancel your whole subscription and your deliveries will
resume. I can even update your new delivery address for you 😊. Does that work for you,
**CUSTOMERSNAME**?

Traveling
That’s great to hear! If I may ask, where are you going?

(Await response)

I hope that you have a safe and productive trip 🛫, and I understand that you wish to cancel your
account, but I would like to offer an alternative. We can instead **pause**! You can always
pause your deliveries up to **4 weeks** on your own account, but we can also pause them from
up to **8 weeks or more** on our end! That way, we don’t need to cancel your whole
subscription and your deliveries will resume when you come back 😊. Does that work for you?

NEXT ISSUE AVOIDANCE

Account Cancellation
I have successfully canceled your account and you will receive a confirmation email about this.
While we definitely hate to see you go, In the future if you want to cook with us again here are
the steps to reactivate your account :
Simply log in to your account, (you do not need to go through the checkout process all over
again),.
You will see a banner at the top of the page listing “Your account is deactivated” and
“Reactivate”.
Click “Reactivate” and follow the prompts to reactivate.

Is there anything else I can assist you with today?

Self Report Tool

**So you can save some time on future occasions: You can also use the following link to report
any missing or damaged ingredients. You might want to save it on your bookmarks for future
reference. https://www.hellofresh.com/contact-page/self-report**

So you can save some time on future occasions: You can always try to use our self report link
first to report any missing or damaged ingredients.
https://www.hellofresh.com/contact-page/self-report

Just as a reminder you can always try to use our self report link first to report any missing or
damaged ingredients. https://www.hellofresh.com/contact-page/self-report
Cut-off
As a quick tip, as a HelloFresh/EveryPlate customer, you have 5 days prior to your scheduled
delivery to make any changes, cancellations, or modifications to your box and can do so up to 6
weeks in advance. I see that your deliveries are set up for [Tuesdays] which means [Thursdays
the week prior] would be the last day you can make changes to your box.

Just as a reminder, as a HelloFresh/EveryPlate customer, you have 5 days prior to your

scheduled delivery to make any changes, cancellations, or modifications to your box and can do
so up to 6 weeks in advance. I see that your deliveries are set up for [Mondays] which means
[Wednesdays the week prior] would be the last day you can make changes to your box.

Meal Selection
It’s always fun for me to help great customers like yourself select their meals! In the future, if it’s
5-days prior to your scheduled delivery date, you can always
Select any extras you would like to add if any.
If you want to add an extra add-on click on 'Add'
If you did not select an extra add-on click 'Skip Extras'.
You will now see a message confirming your meal selection has been saved.

Freebie Code
As a reminder, you can always log in to your HelloFresh account and click on the ‘HelloFriends’
button at the top right-hand side of the screen.
The first section will indicate how many free box codes you can share.
Click ‘send free box’.
Enter the email address of the person you would like to send a free box code to and click ‘send
now.’
Your friend or family member will receive an email with a link to redeem the free box code. Our
freebie boxes are for new customers only.

Skip a delivery

As a reminder, as long as you’re in the 5-days prior, you also have the power to skip or unskip
your deliveries. Simply:

1.Login to your account

2.Select the delivery day of the week you'd like to skip
3.Click on 'Edit Delivery'
4.Click on 'Skip Week'
5.To unskip, click on 'unskip'

CLOSING

Non-responsive customer
**HELLOFRESH**
2 minutes - Hey XXX are you still with me?
2 minutes - Hey, so sorry but due to the inactivity, my system will end this interaction. Everything
that I have disclosed in this chat has been reflected on your account. Anything you may need,
feel free to chat us back or give us a call at 1-646-846-3663. Also, you will see a 3-question
survey pop up, please feel free to take your time and complete it for us to know what we can
improve on. Thanks again for contacting HelloFresh, have a great day.
1 minute - Disconnect chat.

**EVERYPLATE**
2 minutes - Hey XXX are you still with me?
2 minutes -Hey, so sorry but due to the inactivity, my system will end this interaction. Everything
that I have disclosed in this chat has been reflected on your account. Anything you may need,
feel free to chat us back or give us a call at 1-646-846-3663. Also, you will see a 3-question
survey pop up, please feel free to take your time and complete it for us to know what we can
improve on. Thanks again for contacting EveryPlate, have a great day.
1 minute - Disconnect chat.

Further Assistance Question

Thank you very much for bringing it to our attention and allowing us to address it. This is
definitely not the experience we wish to create for you NAME. Is there anything else I can assist
you with today?

Thank you very much for bringing it to our attention and allowing us to address it NAME. Is there
anything else I can assist you with today?

You’re welcome, thank you for your kind understanding with this NAME and we apologize for the
inconvenience. Is there anything else I can assist you with today?

You’re welcome and we apologize for the inconvenience NAME. Is there anything else I can
assist you with today?

You’re welcome and thank you for your kind understanding with this NAME. Is there anything
else I can assist you with today?

You’re welcome! Is there anything else I can assist you with today?

I always strive to provide the best customer service that you deserve, however, I am limited in
what I can do. If my system would have allowed me to do more for you, I would have definitely
done it. Other than this, is there anything else I can help you with today?

Closing(Good)
Always my pleasure to assist you 🥰! Again, my name is Erika, and I strive to give you the 5-star
service you deserve. There’s a 3-question survey at the end of the chat, this is to rate my
service and also HelloFresh/EveryPlate. 5 is the highest and one is the lowest.
Thank you, NAME. Have a grape-🍇 day! ✨

Always my pleasure to assist you 🥰! Again, my name is Erika, and I strive to give you the 5-star
service you deserve. There’s a 3-question survey at the end of the chat, this is to rate my
service and also HelloFresh/EveryPlate. 5 is the highest and one is the lowest.
Thank you, NAME. Have a grape-🍇 evening! ✨

Always my pleasure to assist you 🥰! Again, my name is Erika, and I strive to give you the 5-star
service you deserve. There’s a 3-question survey at the end of the chat, this is to rate my
service and also HelloFresh/EveryPlate. 5 is the highest and 1 is the lowest.
Thank you, NAME. Have a grape-🍇 weekend! ✨

Puns
Pear🍐- fect
ap-peach🍑- iate it
grape🍇-
Egg🍳- celent
apple🍎- solutely
Apple🍏-y
Ham🍖-azing

Closing (Angry)

We apologize again for the inconvenience! You can always consult our FAQ page
https://support.hellofresh.com/hc/en-us Of course, you can also re-initiate chat or reach out via
phone at 1-646-846-3663. Also, feel free to fill out a three-question survey at the end. Have a
good day NAME!

You can always consult our FAQ page https://support.hellofresh.com/hc/en-us Of course, you
can also re-initiate chat or reach out via phone at 1-646-846-3663. Also, feel free to fill out a
three-question survey at the end. Have a good day NAME!

Thank you again for your understanding. You can always consult our FAQ page
https://support.hellofresh.com/hc/en-us Of course, you can also re-initiate chat or reach out via
phone at 1-646-846-3663. Also, feel free to fill out a three-question survey at the end. Have a
good day NAME!

EVERYPLATE

We apologize again for the inconvenience! You can always consult our FAQ page
https://support.everyplate.com/hc/en-us Of course, you can also re-initiate chat or reach out via
phone at 1-646-846-3663. Also, feel free to fill out a 3-question survey at the end. Have a good
day NAME!

You’re welcome! You can always consult our FAQ page https://support.everyplate.com/hc/en-us
Of course, you can also re-initiate chat or reach out via phone at 1-646-846-3663. Also, feel free
to fill out a 3-question survey at the end. Have yourself a wonderful day NAME!

Thank you again for your understanding. You can always consult our FAQ page
https://support.everyplate.com/hc/en-us Of course, you can also re-initiate chat or reach out via
phone at 1-646-846-3663. Also, feel free to fill out a 3-question survey at the end. Have
yourself a good day NAME!

50.93

OTHERS

How to view credits

Website
If you want to see how much credit you have, you can easily do so from your account online.
(Remember: If you don’t have any credit on your account, you won’t be able to find it).
Just follow these steps:

Login to your HelloFresh account and head to your account settings (under your name in the
top right corner)
• Under ‘Account info’ you can see your ‘Your Credit’

IN THE APP : UNDER PROFILE UNDERNEATH THEIR NAME

IN THE APP : UNDER PROFILE UNDERNEATH THEIR NAME

HOW TO VIEW REWARDS IN THE APP

• Go to profile
• Click on Fresh Rewards
• You will see different gifts icons for the rewards, the ones greyed out are future ones
that will be available later on, if you see one in full collor you can click on it.
• You will see a green pop up that will say “ACTIVATE AND GO TO MY DELIVERIES”
 • Once redeemed you will see another green pop up that will have the confirmation of
the reward being redeemed and a message that will say “GOT IT”.

call after 2pm pst. CX is demanding 2 boxes refunded. I ed cx that the credit was already processed, and I had to issue credit on
the last delivery. Refund the money and half the credit to the HF account. CX wanted full refund because he would be canceling. I
went back as to why they credit was issued, and it does not appear that the cx box was completely damaged, other than certain
items that were credited. Cx said he was promised the refund not the credits and now with the latest delivey issues, cx wants a
complete refund for two boxes. I attempted to give him the refund that I was allowed to give on the last box, but cx disagreed.

Squash cucumber

As a quick tip, as a HelloFresh/EveryPlate customer, you have 5 days prior to your scheduled
delivery to make any changes, cancellations, or modifications to your box and can do so up to 6
weeks in advance. I see that your deliveries are set up for [Tuesdays] which means [Thursdays
the week prior] would be the last day you can make changes to your box.

You’re welcome! You can always consult our FAQ page https://support.everyplate.com/hc/en-us
Of course, you can also re-initiate chat or reach out via phone at 1-646-846-3663. Also, feel free
to fill out a 3-question survey at the end. Have yourself a wonderful day NAME!