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Saturday, September 23, 2023

IBO Best Practices

You know that Amway™ offers great products, but did you also know that most of them are backed by a 180-day, 100% Satisfaction Guarantee*?

Let the Satisfaction Guarantee work for you! It’s a powerful tool to use when talking with Customers and Prospects about product offered by Amway.

The Satisfaction Guarantee:

  • When a Customer requests Satisfaction Guarantee service within the stated guarantee period for a product purchased directly from an IBO, the IBO shall immediately offer the individual his or her choice of:
    • (a) a full refund;
    • (b) an exchange for a like product; or
    • (c) full credit toward the purchase of another product.
  • If a product is shipped directly to the Customer by Amway, the Customer should follow the return instructions on the packing slip.
  • In the case of IBO purchases, only those that the IBO makes for personal, family or household use may be returned under the Satisfaction Guarantee.
    • Whenever an IBO requests Satisfaction Guarantee service within the stated guarantee period, an IBO has the choice of a:
      • (a) full refund;
      • (b) exchange for the same or like product; or
      • (c) full credit toward the purchase of another product.

If you or your customers are not completely satisfied with a product for any reason, you can return it within 180 days of purchase for an exchange or refund of the product price and applicable tax.

You should be familiar with the exclusions that apply and be sure to explain them to customers. For example, the guarantee on Atmosphere/Sky®, iCook®, and eSpring® products is limited to 120 days.

Look on Amway’s website for the Satisfaction Guarantee and complete exclusion list and contact Customer Service for further assistance.

And please remember, the Satisfaction Guarantee does not apply to IBO purchases for stock or inventory, or if you sell products in violation of the Retail Establishment Rule (Rule 4.5) of the Rules of Conduct.

To understand your obligations to customers regarding the Satisfaction Guarantee, read Rules 4.8 and 4.9 of the Rules of Conduct. For questions on how to handle a satisfaction guarantee request from a customer, please contact Customer Service at 1-800-253-6500.

*Exclusions apply. For complete details, visit Amway.com and search: AMWAYPROMISE or Satisfaction Guarantee

This Best Practices Message gives you a few highlights or reminders – but can’t cover everything you need to remember, so you may want to review the appropriate Rules of Conduct for the further and complete information.

Please reach out to the IBOAI and/or Amway Business Conduct and Rules if you have any questions. Also, please click here to see all previous Best Practices Messages.