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Inbound Customer ServiceCorporate Name- Protusoft, Inc.

Campaign-Resilient BeautyToll-Free US: 1-855-788-3438Toll-Free UK: 0-800-909-8187

Customer Care ManualThis Manual represents the user guide to providing our customers the best in customer care. It is our goal to give the customers the support that results in high buyer satisfaction and allows us to show that our company is consumer-centric in all aspects of interaction with our customers.

The following is the outline of the information that is provided in this manual. It will be specific for each of our products The Resilient Beauty 2 Step Trial program:

Step 1: Resilient Beauty Advanced Anti-Aging FormulaStep 2: Resilient Beauty Advanced Vitamin C Eye Serum

About Resilient Beauty

Resilient Beauty® supplies the most luxurious skin care products to help your skin look its best at any age. We source only the highest quality skin care and moisturizing products using patented formulations. Our products nourish and repair your skin and help your natural beauty shine through.

Resilient Beauty® products are made in the USA at an FDA Registered and cGMP Certified and monitored facility. Are products are either all or mostly organic; paraben-free; and cruelty-free (not tested with animals).

Resilient Beauty® was founded by Christine Protus, who wanted to create a new line of innovative skin care products specifically formulated to meet the skin needs of women and men over 40. "I've spent so much time and money searching for the perfect skin care products for myself," says Resilient Beauty® founder Christine Protus, 49. "I was always looking for products that felt as nice and worked as well as the spa grade brands but weren't ridiculously expensive. When I couldn't find what I wanted, I decided to commission my own line."

The products sold in this Trial Offer are exclusively offered at this special price and are the most advanced and potent products we carry.

Additionally, Resilient Beauty® features a line of affordable products that are available directly through the company's web site at http://resilientbeauty.com and on Amazon.com at www.amazon.com/shops/resilientbeauty.

http://www.amazon.com/shops/resilientbeauty

http://resilientbeauty.com/

http://resilienteyes.com/skin/offer/special/

http://resilient-beauty.com/skin/offer/special/



Step 1: Resilient Beauty Advanced Anti-Aging Formula

Landing Page: http://resilient-beauty.com/skin/offer/special/Free Trial Offer: Free + $4.95 shipping & handlingBilling: After 15 days, automatic Monthly Subscription = $94.59 (see details below)Cancellation Policy: Full refund with RMA # (details below)Return Product: 14603 E Moncrieff Pl. Suite 100, Aurora CO 80011Customer Support Email: [email protected] Address: Resilient Beauty 13110 NE 177th Place #194 Woodinville, WA 98072

FREE TRIAL PRICE POINT Customer will be billed $4.95 for shipping on trial start date. Customer will be billed $94.59 on day 15 for 1st month (original trial). Customer will then be billed $94.59 again at day 45, day 75, day 105, etc. See below:

Day 1: (Start Trial) $0.00 for product + $4.95 S&H Day 15: (1st Month) $94.59 for product Day 45: (2nd Month) $94.59 for product Day 75: (3rd Month) $94.59 for product Day 105: (4th Month) $94.59 for product

Terms and Conditions: When you place your initial order by checking that you agree to the terms and clicking the "Rush My Order" button, we will send you 1 bottle (a 30 day supply) of our product, and your credit card provided today will be charged $4.95 (USD) for Shipping & Handling. Approximately 15 days later you will be billed $94.59 (USD), and every thirty days thereafter, you will be charged $94.59 (USD) and automatically receive an additional 30 day supply of our product. Cancel your 15-day trial at any time by calling 1-855-788-3438 during regular business hours.

mailto:[email protected]

http://resilient-beauty.com/skin/offer/special/



KEY BENEFITSThis amazing daily moisturizer combines potent lab ingredients with nature's powerhouse skincare solutions to help keep skin firm, supple and hydrated while combatting the effects of aging.

Our Advanced Anti-Aging Formula features Argireline®, which has been clinically proven to: Lift and dramatically improve skin firmness Fill expression wrinkles and significantly reduce the spread angle of wrinkles Smooth out and reduce the appearance of fine lines Hydrate and moisturize for radiant and glowing skin Enhance the skin's natural defenses, preventing future damage

WHY DOES DR. OZ SAY ARGIRELINE, “WORKS JUST LIKE BOTOX” TO REDUCE FINE LINES AND WRINKLES WITHOUT EXPENSIVE INJECTIONS?Argireline is the brand name for Acetyl Hexapeptide-8. It is considered to be the best needle-free alternative to cosmetic injections. Argireline also stimulates the production of collagen and elastin, which reduce the look of fine lines and wrinkles. Unfortunately, the loss of elastin and collagen in skin a natural part of the aging process, but with our unique Argireline advanced anti-aging formula, you can slow down the rate of depletion, and repair your skin cells to help you look more youthful and radiant.

As an alternative to topical injections, Argireline® triggers the relaxation of the muscles responsible for the formation of expression lines around the eyes. Argireline is not as invasive as medical procedures such as Botox. Yet, it has some similar properties and effects:

Muscle Relaxation: Argireline has a knack for relaxing muscles. So, when you apply it to your skin, as the muscle tension is released, wrinkles and lines tend to be smoothed out. That's one way that argireline is a bit similar to getting Botox injections.

Precision: Our Advanced Anti-aging Formula can focus on a very small area if need be. For example, apply to the neck, outer mouth, or the area under or around your eyes that might have fine lines. Focusing on the exact area that needs help avoids wasted time and money.

A Gentle Formula: Most creams that contain argireline have one huge advantage over Botox injections. They are gentle formulas that work on all areas of the skin. Botox injections are generally not done too close to the eyes, for example, because they aren't at all gentle. Argireline creams, on the other hand, can be used on lines and wrinkles around the eyes quite easily.



COMPARE PRICES WITH SIMILAR QUALITY HIGH-END ANTI-AGING PRODUCTSResilient Beauty

SkinCeuticals CE Ferulic LifeCell ARTISTRY

Luxury CrèmeCrème de la

MerLa Prairie

Cream

$94.59 $157 $189 $229 $435 $700

FREQUENTLY ASKED QUESTIONS (FAQs)

Q: What exactly can Advanced Anti-Aging Formula do for me?

In short, it can get rid of your wrinkles! Wrinkles are the most recognizable sign of aging, so much so that the fight against wrinkles has become virtually synonymous with the fight against aging. What causes wrinkles, technically, is a combination of two things. First, your fat cells begin to shrink. Second, cellular division begins to occur. In a culture that places so much value on a youthful appearance, wrinkles are often seen as to be avoided at all costs, especially by women.

Q: How does it work?

It relaxes your muscles. When your muscles tense up, it makes wrinkles and fine lines worse. Thus, when your muscles relax, it reduces their appearance. Argireline is so effective in this capacity that you will begin to notice a visible difference after only thirty days of use. Plus, not only will it relax your muscles, but it will also boost your skin’s collagen production, which is highly beneficial in and of itself. Also, you skin will get softer, too. In fact, you’ll look younger overall.

Q: Is there any data to show its effective?

Argireline's action is thought to be similar to that of Botox. What this means is that it blocks the release of neurotransmitters from the neurons to the muscles. Because these neurotransmitters are necessary for the contraction of muscles, Argireline works to relax muscles near the top of the skin, thus eliminating wrinkles. A 2002 study done by the Molecular and Cellular Biology Center in Alicante, Spain, performed under the supervision of Dr. Ferrer-Montiel, showed that volunteers who used a cream containing Argireline had a 30 percent reduction in their wrinkles after 30 days of treatment.



Q: Is this really the best option?

Of course, we think the short answer is yes. We’re going to illustrate our point by comparing it to one alternative: Botox. Argireline is much cheaper than Botox, and it’s a longer lasting, too. And yet, most user testimonials verify that it’s just as powerful. So, you’ll be able to experience the same wrinkle reduction benefits as Botox without all the repetitive sessions of being poked with needles and possibly experiencing lots of dangerous side effects. When you look at it that way, perhaps you can see why we think Resilient Beauty Anti-Aging Formula is such a great option.

Q: How so I use the product?

Follow these instructions to care for your skin daily and reduce and possibly prevent wrinkles.

1. It is important to have a separate routine for day and night. The night routine should focus on reversing skin damage, while the morning routine should focus on prevention of aging and skin damage.

2. Night-time Routine:a. Cleanse the skin of all the daily dirt and grime and applying products that moisturize and

reverse skin damage. It is important to remove all traces of makeup, dust, dirt, and other things from the environment that settle on the skin.

i. Start with a facial cleanser – not soap. It should contain a moisturizer. Use something that is pH balanced and gentle on the skin. Cleanse the face with hot water and your fingertips. Rinse well.

b. Apply the Advanced Anti-Aging Formula directly to wrinkles such as crow-lines, laugh lines, and forehead lines using a soft cotton Q-tip. After the serum dries, you can additionally apply a nightly moisturizer.

3. Morning Routine:a. Follow the same steps as the night-time routine.b. Additionally, you can add an extremely light daily moisturizer with SPF factor (to prevent

sun damage). c. If you are a guy, you may elect to choose a moisturizer with a light tint. This is not only

to cover-up blemishes, but also to reflect more light to prevent sun damage.



Step 2: Resilient Beauty Advanced Vitamin C Eye Serum

Landing Page: http://resilienteyes.com/skin/offer/special/Free Trial Offer: Free + $3.95 shipping & handlingBilling: Automatic Monthly Subscription = $84.59 (see details below)Cancellation Policy: Full refund with RMA # (details below)Return Product: 14603 E Moncrieff Pl. Suite 100, Aurora CO 80011Customer Support Email: [email protected] Address: Resilient Beauty 13110 NE 177th Place #194 Woodinville, WA 98072

FREE TRIAL PRICE POINT Customer will be billed $3.95 for shipping on trial start date. Customer will be billed $84.59 on day 15 for 1st month (original trial). Customer will then be billed $84.59 again at day 45, day 75, day 105, etc. See below:

Day 1: (Start Trial) $0.00 for product + $3.95 S&H Day 15: (1st Month) $84.59 for product Day 45: (2nd Month) $84.59 for product Day 75: (3rd Month) $84.59 for product Day 105: (4th Month) $84.59 for product

Terms and Conditions: When you place your initial order by checking that you agree to the terms and clicking the "Rush My Order" button, we will send you 1 bottle (a 30 day supply) of our product, and your credit card provided today will be charged $3.95 (USD) for Shipping & Handling. Approximately 15 days later you will be billed $84.59 (USD), and every thirty days thereafter, you

mailto:[email protected]

http://resilienteyes.com/skin/offer/special/



will be charged $84.59 (USD) and automatically receive an additional 30 day supply of our product. Cancel your 15-day trial at any time by calling 1-855-788-3438 during regular business hours.

KEY BENEFITSOur ingredients in Advanced Vitamin C Eye Serum are oil free, easy to apply, and have been specially formulated to help Revitalize, Soothe and Refresh the look of the area around your eyes. You’ll see the following results when using this eye serum on a daily basis:

Diminish the appearance of wrinkles, fine lines, and Crows feet Reduce puffiness and dark circles under eyes Improve firmness and skin elasticity Reverses skin damage and preserves collagen and elastin to tighten and firm skin Keeps cells hydrated and helps restore aging skin Protect from free radicals Enhance collagen production Oil free with the coolness of Aloe

RESULTS: REJUVENATED, YOUTHFUL, RESTED-LOOKING EYES This rapidly penetrating, non-greasy eye gel lifts, firms, and repairs the delicate skin around the eyes, replenishing skin's moisture levels depleted by the aging process.

For modern women, lack of sleep, added stress, on-the-go diets and toxic environments are an inevitable part of life, and the eyes are the first to reflect the effects. Our Advanced Vitamin C Eye Serum with peptides is a leading ingredient for effective skin penetration and skin rejuvenation, and recommended by dermatologists as a potent antioxidant and anti-inflammatory. Our unique formula reduces the appearance of puffiness, dark under eye circles, sagging skin, wrinkles and crow's feet, and fine lines and wrinkles.

Resilient Beauty Advanced Vitamin C Eye Serum contains the highest quality of ingredients, and the absolute highest quality of Vitamin C. This incredible serum will restore your skin's elasticity, leaving it looking and feeling rejuvenated, smooth and supple. This serum penetrates deep into the skin, nourishing it from the core and also contains powerful anti-oxidants that protect your skin from free radicals.



COMPARE PRICES WITH SIMILAR QUALITY HIGH-END EYE PRODUCTSResilient Beauty

Thalgo Ultimate Time

La Prairie Eye Gel

ARTISTRY Luxury Eye

TMR Eye Gel Gold

La MerEye Balm

$84.59 $100 $111 $125 $160 $185

FREQUENTLY ASKED QUESTIONS (FAQs)

Q: How does the Advanced Vitamin C Serum work?

Vitamin C is critical for your body and plays an important role in maintaining healthy, resilient skin. While young skin is full of vitamin C, aging skin naturally loses this nutrient over time. Other factors like exposure to UV light, pollutants and cigarette smoke compound the decline of vitamin C, contributing to signs of aging. The good news is that you can fight back by replenishing your skin’s vitamin C levels to help to combat and even reverse time’s effect on your face.

Q: Why should I use an eye serum?

If you have never heard of the benefits of an eye cream or serum, you are in for a treat! Eye serums are not just to "prevent wrinkles" or make them disappear as some claim, eye creams are all about the feel: refreshed when they wake up. The way they do this is by tightening and hydrating the skin around the eyes, which removes puffiness or "bags" around the eyes that develop when you sleep. Many women say that if they do not use their eye cream, people may comment that they look tired because of the difference an eye cream can have.

Q: Can I use it with other products?

You can use with other products skin moisturizers – especially Resilient Beauty Advanced Anti-Aging Formula.

Q: How do I use it?

Apply them in the morning, before you put on your regular makeup, and before going to bed at night. While they are useful for fighting existing wrinkles, they're equally adept at preventing them from forming, meaning that women of all ages should consider using them.



Q: How long does it take?

You'll notice the bags and puffiness around your eyes start to decrease almost instantly. The effect they have on wrinkles can have a temporary effect with long term benefits coming after a 30 days of use.

Q: Why do I need an eye cream? Can't I just use moisturizers?

The skin around your eyes is anywhere from 4 to 10 times thinner than the rest of your skin, which means that a moisturizer suitable for use elsewhere will likely be too harsh for your eyes. We strongly recommend using a product that has been specially formulated for use around the eyes.

Q: Are the effects permanent? What happens if I stop using it?Your skin is a living, changing organ, so there's no way to "permanently" smooth out wrinkles. If you discontinue use of a wrinkle reducer, you'll likely see your wrinkles revert to their previous depth, as well as an increase in the formation of new lines.



TRIAL TERMS The following terms apply to both Step 1 & 2 products.

SAVES OPTIONSIn Trial (meaning customer has only been billed shipping):

1. Build value offer trial extension2. 50% Discount going forward

Post Trial (customer has been billed at least 1 product price charge):1. Build product value and offer to push ship date out2. Offer 50% discount going forward

If the customer declines all saves and is requesting a refund, we can offer 25% with a drop down to 50% as a refund on the most recent charge only. Offer to add the customer to our Preferred Customer VIP Club, which includes exclusive discounts, promos, and the chance to try new products for FREE and give us feedback before the products are available to the general public.

RETURNSWe work with Planet Fulfillment to ship Resilient Beauty orders.

To return a product for an exchange or FULL refund you will need to obtain a Return Merchandise Authorization (RMA) number by contacting the billing department at [email protected]. An RMA number can ONLY be obtained by contacting the billing department at [email protected]. You will receive a response within 24 hours. Please Note: 1) We cannot process or refund packages marked "Return to Sender." 2) Refunds will be issued to the same credit card that was charged when ordering the product. 3) To ensure a refund is processed for you, please send returns to the address provided along with your RMA number. The RMA number must be clearly written on the package that you are sending back. 4) Depending on the bank that issues the credit card you used, your refund can take up to thirty 30 days to appear on your credit card statement. Most customers see their refund within 3-5 days of our processing the refund. If you have any questions about whether a refund has been issued please contact our support department. 5) The product must be in the same condition that it was shipped to you. Returned products must be sent to the following address: Resilient Beauty 14603 E Moncrieff Pl. Suite 100, Aurora CO 80011 We are not responsible for lost or stolen items. We recommend all returned items to be sent using some type of delivery confirmation system to ensure proper delivery.

Fulfillment Center RMA # 14603 E Moncrieff Pl. Suite 100, Aurora CO 80011Important:

1) We will NOT accept, and thus, cannot issue a refund for any package that is marked "refused" or "return to sender". You must obtain an RMA number.



2) If you do not receive your shipment within 5 business days from the date you place your order, please contact us immediately so we can address the situation accordingly.

3) Multiple refunds for purchases processed in multiple months are NOT permitted - i.e. we will only consider refunding the most recent month's transaction and never multiple past months.

4) Shipping and Handling cost are NOT refundable.5) You are responsible for any cost incurred to package and safely return the product to our

fulfillment facility.

We are not responsible for lost or stolen items. We recommend all returned items to be sent using some type of delivery confirmation system to ensure proper delivery.

Same Day Order Cancellation: Can void orders the same day 1st time orders. Meaning if the customer placed the trial today and

they call because they change their mind, you should try to save but you can void the account.o To void find the section of the account that is names “void/refund” and click the word

void highlighted in blue and note the account. Cannot void after the date of order and there is no way to stop the shipment after date of order. Cannot void trial conversion or auto shipment charges Offer all saves possible if customer declines provide return information and advise tracking.

Consumer Agency Threat: If a customer threatens Attorney General, Better Business Bureau, charge back/ dispute, and or

FTC rebut ONCE.

Example: Ma’am/Sir, I do understand you are upset but I have seen instances like this before. The bank will initially give you your money back when you file a dispute. After that they investigate the charge you are disputing and ask us for our Terms and Conditions and a screen shot of where you had agreed to them, once we have provided this information they will remove the funds from your account without warning. Once you file that Chargeback, we can no longer assist you with a refund. I really want to help you and see you get the most money back as possible. Let’s go ahead and refund 50% of what you were billed to avoid that, ok”

If customer accepts issue partial refund If the customer continues to threaten advise that you will refund up front and provide return

information.o Refund the customer’s product price by going to the void/refund section and clicking

refund highlighted in blue.o Provide RMA, return address , advise tracking and note the account

If customer threatens make sure you note what they threatened in the account i.e. attorney general, better business bureau, dispute etc



Immediate Correction of Company Errors: Will correct agent error, try to save but if you cannot provide return information and customer

will be refunded when we receive it back. If customer starts to escalate about waiting for refund then refund up front.

Will correct shipping delay, meaning if customer does not get it for 2 weeks we can extend the trial date or ship date if the customer calls customer service.

Will correct product damage, give customer return info and submit a reship request for reshipment.

Re-Shipment Policy: 14 day reship policy

There is only one reship per order for the customer. If customer has no tracking, tracking confirms delivery to the wrong address or product was damaged we would reship the customer. Once a reship is sent we have to wait the reship time (14 days) to allow the customer to receive the reshipment. If customer does not receive the reshipment we can refund in full. We would have to wait 14 days before we can refund and you have to go off the notes. If it shows in the notes the customer was escalated for reship on 6/1 we cannot refund the customer until 6/14.

If the customer has tracking that confirms delivery to their address and they say that they have not received it we will reship for that customer too. Difference is if customer does not receive the reshipment we can only PARTIALLY refund due to having a tracking # that confirms delivery and the reship is a courtesy. If customer threatens refund in full.

There are only 2 ways we immediately reship.

1. If the customer has received damaged product2. If customers tracking on their account shows delivered to the wrong address

All other issues i.e. no tracking or tracking that confirms delivery will have to wait 14 days.

If the customer has tracking that confirms delivery to the customer provide the customer with the tracking number and ask them to bring it to their local post office to help them locate the package. Give customer the 14th to call back on and let them know we can reship at that time.

Example: If the customer ordered on 6/1 and they call on 6/7. Provide tracking number and tell them to call back on 6/14 if they still have not received and we will reship for free.

If there is no tracking advise the customer we have to allow the postal service 14 days to deliver the package. Give the customer the 14th day to call us back on and let them know we will reship for free at that time.



Return Authorization: We do not accept packages with marked refused or returned to sender. Customer has to call customer service to cancel. Customer cannot cancel via email. RMA is generated in the system by finding the section that says RMA. Choose the reason and

click generate RMA link. RMA should only be generated for damaged product unless the customer is in trial and returning or threatening and you have rebutted properly.

Customer is required to get tracking. If the customer was suppose to be canceled and was not. Try to get the customer to return the

package prior to being refunded. If customer is highly irate WE CAN MAKE AN EXCEPTION and refund up front tell customer to refuse the package due to agent error.

Continuity Discontinuation Policies: A customer may discontinue their continuity program at any time. If the customer cancels

within trial they are required to return. There is a support email but if the customer does not receive cancellation conformation email

they are not successfully canceled. The best way for the customer to cancel is to call CS

Chargeback Policies: If a customer has a documented chargeback in their account then they are not eligible to place

any further orders with us. If customer is inquiring about a refund and have filed a dispute they would need to contact their

bank If customer calls with bank on the line 1st confirm if a dispute was filed. If customer calls with bank on the line and has already filed a dispute and they are looking for

information then follow terms to a “T”. Do not give any notation information only order dates and if/when the customer called to cancel/ MBG policy etc. Always note the outcome of the call.

If the customer is calling with the bank on the line before they file a dispute, as long as it is within 90 days of the charge, refund the customer the most recent charge, provide return information and note the account clearly.

We can only refund most recent charge if customer is threatening charge back/ dispute policies. Unless it is agent error.

Delivery Recommendations for Products to be Returned to Us: Customer is required to get tracking We are not responsible for lost or stolen items If customer can provide tracking that we have received it back agent can refund only if it is

noted in the account that the return was authorized to avoid a threat made. If customer does not have tracking we have to wait for fulfillment to process the package and

refund.



Unverifiable Return of Product Policy:If customer calls in and is looking for a refund for returned product

1. Ask for a tracking number to confirm we have received it back. If customer can provide this than refund the customer only if it is noted in the account that the return was authorized to avoid threat made and note the tracking number in the account.

If customer does not have tracking look in the account to see if it is noted that the fulfillment has processed the package.

If customer does not have tracking and there are no notes in the account advise the customer that we have to wait until the fulfillment center processes the package and notes they will refund the account. This process can take 30-60 days without a tracking number because packages are processed in the order they are received.

Credit Processing: If customer cannot provide tracking we have to wait on fulfillment to process the

package and note the account which time frame can range for 30-60 days from the day it is received at our warehouse.

Continuity Shipment Date Modifications: We can push the trial out max of 7 days from end of trial date unless there is a shipping delay.

Then we can accommodate the customer. We can move the next ship date out a total of 90 days maximum

Customer Email Opt-In Policy:It is required that you review the email section of each customer’s account that you access. If the email address is listed, you must verify it with the customer and update the information if the customer advises you it has changed.

If there is no email address listed, you are required to ask the customer if they would like to provide one by using the following required (verbatim) scripting:

“Do you have an email address that you would like to provide to us so that we may send you information about your order, and occasional emails about special offers and promotions? “

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