Internal · keep this open during the call
Save script · cancellations

He wants to cancel. Don’t improvise.

Pick the reason he gave. You get one question, one offer, and the exact words. Then you either save him or you send his money back today — there is no third thing.

One offer. One answer. Then the money goes back.

We charge on day one now, with a 30-day money-back guarantee that has no conditions on it. By law we can only call it that if we actually refund the full amount when the customer asks. So the save conversation happens once. The moment he says no, you refund in full, the same day, and you do not ask again.

This is not politeness. It is the business. A refund we send ourselves never touches our Stripe dispute rate. A chargeback does — that is the customer going to his bank instead of to us, and it happens when someone feels stuck. Push past the first no and you turn a refund into a chargeback.

0.75%Stripe can shut the account down above this dispute rate. At twenty clients, one chargeback puts us at 5%. One argument you win can cost us the ability to take cards at all.

The decision rule

Four steps. If you ever can’t remember which step you’re on, you’re past step 3 — refund.

01Ask the one question for his reason. One. Not three. Then stop talking and let him answer.
02Make the one offer that matches. The wrong offer is worse than no offer — it tells him you weren’t listening.
03He says yes → write down the date and what you promised. Say it back to him.
04Anything else → “No problem at all. I’m refunding you in full today.” Do it while you’re still on the call.
Skip straight to the refund when He says “cancel” or “refund” a second time. The second time is not a negotiation. · He sounds annoyed at all. · He’s closing the business, or something personal happened. · You’re guessing at his reason. · You’d have to promise something we don’t already do.

Pick the reason he gave

One at a time. Read the green line out loud — it is written to be said, not skimmed.

The five offers, and what each one actually fixes

Maximum one per customer. A discount does not save a man who isn’t using it, and a free upgrade does not save a man who thinks it costs too much.

Never say this

Not once, not softened “Are you sure?” — that is the second ask.
“Let me check with my manager and see what I can do.” — that delays the refund, and delay is what becomes a chargeback.
“I can only refund you if…” — there is no if. Unconditional means unconditional.
“I’ll put it through at the end of the billing cycle.” — same day. Every day it sits there is a day he can call his bank instead.
“Before I do that, can I just…” — no.
“You’ll lose your…” — no threats, no countdowns, no expiring anything.
“Most people who leave end up regretting it.” — no guilt. Ever.
“You didn’t really give it a chance.” — never his fault, even when it is.

If he won’t give a card at signing

This is the inbound version, not a cancellation. Step down the tier before you change the terms. Go in order and stop at the first one that works.

1

Drop him a tier.

$697 → $397 → $197. This is the first move every time, and it costs us nothing. Drop scope, never price — a discount on the tier he’s looking at tells him the number was made up.

2

Then say the guarantee again, plainly.

Most card refusals are not about money — they are “am I going to be able to get out of this.” “You’re charged today, and for thirty days you can ask for it back and I send all of it, no questions and no conditions.” Say it slowly. It answers the thing he didn’t say.

3

Last resort: build it with no card and no charge.

Build the thing, show him, then ask for the card once he has seen it. ⚠ This costs us a full unpaid build — two to four weeks of real work with nothing coming in. Cap: two of these open at a time. If two are already running, the answer is “not this week” and you book a follow-up instead. Don’t stack a third and don’t make this the pitch.

Record what happened

Fill this in while it’s fresh. Nothing here saves anywhere — tap Copy and paste it into the CRM note or send it to Jared.