¶ STANDARD OPERATING PROCEDURE Client Discounts and Helping Hands Program
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¶ STANDARD OPERATING PROCEDURE
Title: Client Discounts and Helping Hands Program
Prepared by: Chantal Sciberras
Approved by: Kevin Camilleri
Date: 13/08/2025
- Purpose
This policy outlines when and where client discounts can be applied to
EasyDNA and EDL-branded tests. It also introduces a formal "Helping
Hands" initiative for clients in financial hardship and standardises internal
discounting procedures to ensure consistency across all client-facing
teams.
- Scope
This SOP applies to all customer service representatives, sales agents,
and team members involved in quoting, invoicing, and securing payment
for tests sold directly to clients. This includes EDL tests, Health & Wellness
tests, Animal DNA tests, and Legal Paternity tests across all global
markets.
- Discount Types & Guidelines
A. Standard Client Discounts - EDL Tests Only
Discount Approval
When to Use
Range Needed
For relationship or paternity tests
involving multiple participants (e.g., more No, if applied in
10% -
than one child, siblings, or additional good faith to
15%
parties) where the sale may be lost due to secure the sale.
high cost.
No, if noted in
For clients who express payment difficulty
5% - 10% case file with
or hesitation; used as a closing tactic.
justification.
Note: Document all discounts in the case notes with justification for
transparency.
On-the-Fly Verbal Discounts
Staff may offer immediate verbal discounts of 5%-10% during live calls
or chats to help close the sale.
- Example phrase: "If you'd like to proceed now, I can offer you a 5%
discount if you complete the order today."
- No approval required, but must be logged in notes with rep's initials
and date.
B. Complex Legal and Forensic Case Discounts
Approval
Scenario Discount Policy
Needed
Forensic cases with multiple Manager
Discount can be proposed
sample types, DNA extractions, approval
based on case complexity
or degraded materials required
Legal cases involving multiple Discount may be applied Manager
participants, locations, or to secure the sale and approval
international logistics manage high costs required
C. Animal DNA Testing Discounts
Discount Approval
When to Use Exceptions
Range Needed
For clients purchasing
No discounts on No, if 2+
5% - multiple Animal DNA tests
KOKO, VDI, or tests
10% (e.g., testing 2+ pets in one
Feragen tests. confirmed.
order).
For DDC Vet tests on 5
5% (Flat) puppies or more in a single - -
order.
D. Health & Wellness DNA Tests
Discount Trigger
When to Use Approval Needed
Range Method
For clients who already No, if client has
Use upselling
5% - purchased one health test completed
email sent
10% and now want to test other original
with results.
family members or friends. purchase.
E. Dog Breeder Discount Policy (Reseller Pricing)
For verified, long-term dog breeders, offer reseller pricing to secure their
continued business.
- The breeder is responsible for setting their own price to their
clients.
- Verification must include breeder registration, prior test orders, or
kennel affiliation.
Note: All breeder discounts must be logged with the client record and
verified via documentation or past purchases.
F. Discount Alternatives (Non-Monetary Incentives)
These can be offered instead of a percentage discount:
- ✅ Free express shipping
- ✅ Free second kit
- ✅ Free report reprint or upgrade
- ✅ Discounted additional participant
Use discretion and log any such offers clearly in the case notes.
- Helping Hands Program - Legal Paternity (All Markets)
Purpose:
To support families who require legal paternity testing but cannot afford
the full price. The Helping Hands Program ensures that affordability does
not prevent access to essential DNA services.
Eligibility Criteria:
- Client must demonstrate genuine financial hardship (e.g., receiving
social welfare, low income, or written justification).
- Supporting documentation is required (e.g., letter from Social
Worker, Citizens Advice, or self-written hardship statement).
Discount Offered:
- Up to 50% off the standard legal test price, depending on market
and internal approval.
- Must not be lower than the cost price unless explicitly authorised.
Application Process:
- Client submits the Helping Hands Application Form (online or PDF).
- Supporting documentation must be attached.
- Admin manager reviews within 2 working days.
- If approved, an invoice is issued at the discounted rate.
Note: When quoting or discounting legal/immigration cases involving
multiple countries, be aware of shipping fees - particularly in Africa -
which can exceed $100-$200 per shipment. Example: Sierra Leone,
Nigeria, South Africa ($100-$135 each way), Somalia ($200 one way).
These costs must be factored into final pricing.
Templates Required:
- Helping Hands Application Form (web and PDF)
- Internal Approval/Decline Email Template
- Discount Invoice Template
- Discount Codes for Checkout Use
Due to platform limitations, personalised auto-generated coupons are not
currently feasible. Instead:
- One universal coupon may be created per month
(e.g., FRIENDSAUG), valid across platforms
- A coupon can be valid beyond the stated expiry; unused codes still
contribute to sales
- Must be manually updated monthly and set by the website, if
required
- Family & Friends Coupon Program (Intolerance Tests)
To be explored manually or with partial automation:
- Clients may receive one universal 30% discount code valid
for up to 5 uses post-purchase
- Shared via email or order confirmation
- Expiry can be stated, but flexible
- Monthly rotation of the code name is recommended
To minimise abuse of non-received kit claims:
Couriered Kits (e.g., DHL, FedEx, TNT)
- Resend only if 4 working days (local) or 7 working days
(international) have passed
- Tracking shows no movement or failed delivery
- OR manager approval is obtained
Non-Couriered Kits (e.g., USPS, Royal Mail, An Post)
- Minimum 7 full working days must pass before considering a
resend
- Delivery must be deemed lost or delayed based on the region and
volume
Additional Requirements:
- Check all available tracking records
- All kit replacements must be logged with:
- Dispatch date
- Reason for resending
- Staff initials and date
- Prohibited Discounting Areas
No discounts on:
- KOKO Health products
- VDI Lab animal products
- Feragen tests
- Promotional or third-party vouchers have already applied
If unsure whether a test is eligible, escalate to Chantal Sciberras for
review
Always note in ATP or CRM:
- Discount or code used (% and amount)
- Justification or client comments
- Your initials and date
Ensure all discounts or incentives are reflected on the invoice.
- Review & Update
This SOP is to be reviewed every 6 months or upon a change to pricing
policy or product eligibility. Suggestions for updates can be submitted to
the Global Administration Manager.