Direct Customer Transactions

Article 0933

What is a Direct Customer Transaction?

A Direct Customer Transaction (DCT) is a transaction when a Customer purchases directly from an Brand Ambassador rather than buying through the Plexus website. When conducting a DCT, a Brand Ambassador must sell the product at the suggested retail price and document the sale with a receipt which both parties keep for documentation of the purchase.

Brand Ambassadors can use The Direct Customer Transaction receipt as a tool to document their DCTs. This tool is available in the Virtual Office.

• Log into the Virtual Office.
• Click Resource Library under Training Center in the left menu.
• Click Cash & Carry Sales: Payment Receipt under Compensation Tools.

What if the Customer requests a refund?

If a Customer is unsatisfied with a product purchased directly from a Brand Ambassador, that Brand Ambassador is responsible for refunding the order or providing replacement product to that customer. The Brand Ambassador has up to 60 days to contact customer service for authorization. Plexus will issue replacement product for return product submitted. Brand Ambassadors can request either:

1. Replacement Product. For this option, view DCT Replenishment Process by Country below.
2. For refund requests deriving from a Direct Customer Transaction, the selling Brand Ambassador is only covered by their own 60 Day Money Back Guarantee from when they originally purchased the products. If the perspective customer makes a Retail account to purchase their products, they would then be covered by their own 60 Day Money Back Guarantee from the date of purchase. View Article 0254 - Request a Return and Refund.

DCT Replenishment Process by Country

United States

Brand Ambassadors in the United States may sell all Plexus products directly to Customers.

For replenishment, Brand Ambassadors in the US must collect the following from the Customer and contact Customer Service:

• Full name
• Phone number
• Email address
• Any unused product and the original packaging
• Original Receipt

The Brand Ambassador must ship these items to Plexus at 9145 East Pima Center Parkway, Scottsdale, AZ 85258.

Once Plexus has received the package and verified the items, a reship will be created for the items that need replenished. 

Canada

Brand Ambassadors in Canada may sell the below Plexus products directly to Customers. No other products are eligible for replenishment:

For replenishment, Brand Ambassadors in Canada need to Email Plexus Customer Service with the following information:

• Full name
• Phone number
• Email address
• Physical address
• Receipt of sale, which includes amount paid
• Amount refunded
• A picture of the used product and packaging

Once Plexus has reviewed the email, a reship will be created for the items that need replenished.

Australia

Brand Ambassadors in Australia may sell the below Plexus products directly to Customers. No other products are eligible for replenishment:

• Plexus Slim
• Plexus Slim 7-Day Pack
• Plexus Lean Milk Chocolate Flavour
• Plexus Lean Creamy Vanilla Flavour
• Metaburn

For replenishment, Brand Ambassadors in Australia need to contact Plexus Customer Service with the following information:

• Full name
• Phone number
• Email address
• Physical address
• Receipt of sale, which includes amount paid
• Amount refunded
• A picture of the used product and packaging

Once Plexus has reviewed the email, a reship will be created for the items that need replenished.

Other Countries

Brand Ambassadors in other countries may not complete Direct Customer Transactions at this time as Plexus has not officially launched outside of the U.S., Canada and Australia.

Plexus will not complete DCT replenishments for product in any other country besides those launched.