Category Archives: Customer Service

Customer Service: Clarification on Active/Inactive Status

Based on feedback we have received from many of our Members, we’d like to clarify the details on Active/Inactive status. All Members that have been Inactive for a period of one year or longer, have until July 31, 2017 to become Active again, otherwise their position will be terminated.

To keep a position Active, simply make a product purchase with 55 PV or more, and you’re good to go! So make the easy choice and get reactivated now, to maintain your Active Status and continue enjoying our great wholesale pricing and rewards.

ACTIVE MEMBERS: If you’re currently an active Member or have placed a product order in the last 12 months, no action is required on your part.

Customer Service News: Hyperwallet Relationship Values

Effective June 20 2017, Hyperwallet will streamline relationship values for individual account holders to “Self” or “Own Company” exclusively. In an effort to reduce risk, all other transfer method relationships will no longer be offered. This also means that payees are expected to transfer funds to the accounts they own.

PLEASE NOTE: this change will not affect your ability to transfer funds to existing transfer methods.

Please contact Customer Service with questions or concerns.

CONTACT SUPPORT

Customer Service Tip: Orders Outside of Your Primary Country

We have received a number of calls about placing product orders outside of your account’s primary country. You’ll be glad to know we have an easy solution! Please follow these steps to complete the process:

  1. Visit the LifeWave Back Office and click the country/flag pull down at the top left of the page. This will bring up the menu of countries Lifewave currently ships to.
  2. To place orders outside of your primary country, always change the country FIRST before selecting a product or viewing the shopping cart.
  3. Simply choose the country you want to ship product(s) to, and the website will display everything available for sale in that country in the shopping cart.
  4. Click the STORE link to select your desired product.
  5. Click on your selected product, which takes you to the shopping cart.
  6. Click the blue ADD TO CART button in the shopping cart.
  7. Click the shopping cart icon at the top right of the page, and click the blue CHECKOUT
  8. Now enter your personal contact information, as well as the address for the country you’re shipping to.
  9. Click the blue SHIP TO THIS ADDRESS button to complete the process.

Please contact Customer Service with questions or concerns.

CONTACT SUPPORT

Customer Service Reminder: Allotted Time on Commissions

It’s come to our attention that some of our Distributors are attempting to collect commissions that are over two years old. In light of this, we want to make sure everyone understands the LifeWave company policy with regards to this issue.

Please make note of LifeWave policy 10.8.1: In lieu of charging a monthly Account Management fee, commissions that are unclaimed within two years will be forfeited by the Distributor. It costs LifeWave a substantial amount of money to maintain funds in the accounts that aren’t being used. So for obvious reasons, it’s crucial that they are removed from our system. Therefore, we highly recommend that all Distributors collect their earned commissions as soon as possible.

We have and easy solution.
Start by requesting a Pay Portal account as soon as your earn your first commissions. Here are the steps to complete this process:

  1. Email commissions@lifewave.com, and request a Pay Portal account. Please include a copy of your personal identification.
  2. Once we create your account, you can activate it and request your LifeWave Visa card directly within the account. Please note that LifeWave does not issue the Visa Card.
  3. Find easy instructions for setting up your Pay Portal here: LifeWave Back Office > RESOURCES > Commission Pay Card > LifeWave Pay Portal-Getting Started Guide.

We hope this clears up any confusion. Please contact us with questions or concerns:

  • USA Customer Service
    1 (866) 202-0065 / customerservice@lifewave.com
  • Europe Customer Service
    +353 91 874 600 / customerserviceeu@lifewave.com

 

Customer Service Tip: Autoship Orders

In recent months, a number of our Customers have placed Autoship orders that have not processed successfully. In many cases, the Autoship profile is looking at the Primary credit card information, but there is no information listed causing the Autoship order to fail. In these cases, it appears that the Primary credit card information has been inadvertently transferred to the Secondary credit card tab. Likewise, some Autoship profiles have defaulted to the most expensive shipping method as well.

To correct these issues, please follow the steps below:

  1. Login to the Back Office and click the Autoship Orders
  2. Click EDIT next to Payment to ensure the correct credit card is chosen, and that the credit card information is accurate.
  3. Click EDIT next to Processing to make sure the correct frequency is chosen (Monthly or Bi-Monthly).
  4. Click EDIT next to Shipping Address to verify the information is correct.
  5. Click EDIT next to Ship Method to confirm your preferred ship method is chosen (they are not in order of expense).


Please Contact Us with Questions or Concerns:

  • USA Customer Service
    1 (866) 202-0065 / customerservice@lifewave.com
  • Europe Customer Service
    +353 91 874 600 / customerserviceeu@lifewave.com

Important Notice to All Inactive Members

Beginning April 6, all Members that have been Inactive for a period of one year or longer, have until June 5 to become Active again, otherwise their position will be terminated. This is a great opportunity to reactivate and take advantage of all of the valuable points these positions have accumulated, and prevent them from being removed from our system.

To keep a position Active, simply make a product purchase with 55 PV or more, and you’re good to go!

So make the easy choice and get reactivated now, to maintain your Active Status and continue enjoying our great wholesale pricing and rewards.

Please Contact Us with Questions or Concerns:

  • USA Customer Service
    1 (866) 202-0065 / customerservice@lifewave.com
  • Europe Customer Service
    +353 91 874 600 / customerserviceeu@lifewave.com

 

Customer Service Reminder: EU Office Closures

We just want to remind everyone that our EU office will be closed on certain bank holidays throughout the year (see below). Please mark these closure dates on your calendar to avoid any interruptions to your workflow.

  • Friday, March 17
  • Monday, April 16
  • Monday, May 1
  • Monday, June 5
  • Monday, August 7
  • Monday, October 30
  • Monday, December 25
  • Tuesday, December 26

Please Contact Us with Questions or Concerns:

  • USA Customer Service
    1 (866) 202-0065 / customerservice@lifewave.com
  • Europe Customer Service
    +353 91 874 600 / customerserviceeu@lifewave.com