It Works Customer Service — Expert, Practical Guide

Overview: scope, who this helps, and what to expect

This guide is written for customers and independent distributors (consultants) of It Works! (often marketed as It Works Global) who need reliable, actionable steps to resolve orders, refunds, subscription (autoship) issues, product concerns, or account disputes. It aggregates best practices from retail customer-service operations, direct-sales support channels, and consumer-protection norms to give you precise next steps, timelines, and documentation requirements you can use immediately.

Do not treat any single paragraph here as a substitute for current company policy: verify specific phone numbers, office hours, warranty text, and return windows on the official site (https://www.itworks.com or the company Help Center). This document emphasizes what to collect, how to communicate, and realistic timelines for resolution so you don’t waste time repeating steps or losing protections like money-back guarantees or dispute windows.

Primary contact channels and what to prepare before you call

Before contacting support, gather the essentials: order number, purchase date, payment method (last 4 digits), SKU or product name, consultant ID (if applicable), photos of the product and packaging showing batch codes or lot numbers, and any email correspondence. These items are the key pieces customer-service agents will require and will reduce average handle time from 20+ minutes to under 10 minutes in most cases.

• Website Help Center: start at https://www.itworks.com and click “Help” or “Contact” — this central page includes ticket submission forms, chat options (when available), and the latest operating hours.
• Email/Ticket: use the official support ticket form so your case has a timestamped trail. Include OrderID, ConsultantID (if relevant), and 2–4 clear photos. Subject line example: “Order #OW-1234567 — Missing item + photos”.
• Phone: the Help page will list the current customer-support number and hours. Have your order number ready and use speakerphone to read details aloud; expect hold times of 5–30 minutes depending on promotions or peak seasons.
• Back Office / Consultant Portal: consultants should first check the Back Office dashboard for order status, shipment tracking, and autoship schedules before escalating to corporate.

When you contact them, request a Case ID for every interaction and note the agent’s name. If a promised follow-up is not received in the stated timeframe (e.g., “we will get back to you in 48 hours”), follow up referencing the Case ID — this preserves escalation rights and supports chargeback or regulatory complaints if needed.

Common issues and precise resolution steps

Stock / shipment problems: check tracking numbers in your order confirmation and Back Office. If the carrier marks “delivered” but you have no package, obtain proof-of-delivery (POD) from the carrier and open a ticket with It Works support within 7 calendar days. Provide tracking, photos of delivery location, and neighbor checks; if lost in transit, the company typically initiates a carrier claim and will either reship or refund once the claim is filed.

Autoship and billing: autoship (monthly subscription) adjustments are the most common source of billing disputes. To avoid unwanted charges, modify or cancel autoship at least 48–72 hours before the scheduled charge date in the Back Office. If you are billed incorrectly, submit a support ticket with the transaction ID and request a refund; keep bank statements and any confirmation emails to prove timing. For disputes older than 60–90 days, banks are less likely to reverse charges, so act promptly.

Returns, refunds, and guarantees — practical timelines and rates

It Works historically has offered a money-back guarantee window for certain customer and distributor purchases; however, exact durations and eligibility (e.g., 30 days from delivery for unopened vs opened items) can vary and are subject to change. Always check the product page and Help Center for the current Returns Policy before purchasing. If you intend to return a product, obtain an RMA or returns authorization from support — returning without authorization can result in rejected refunds or restocking fees.

Refund processing: once a return is accepted, expect a refund to the original payment method in 7–21 business days depending on your bank or card issuer. If you used a credit card, the merchant posts a credit and the card issuer typically posts the credit to your account within 5–10 business days. For consultant or commission reversals related to returns, allow an additional accounting cycle (usually 30 days) for the Back Office to reconcile commissions.

Escalation, documentation checklist, and templates for effective communication

If first-level support does not resolve your issue within their stated timeframe, escalate methodically: request a supervisor, ask for a written escalation confirmation with a new Case ID, and set an expectation window (for example, “please confirm next steps by 17:00 ET two business days from now”). Provide clear, concise documentation and avoid emotional language — facts and timestamps produce results faster.

• Escalation checklist: 1) Collect order number and transaction ID; 2) Take 2–4 photos (product, batch code, damaged areas); 3) Copy any email/chat logs; 4) Submit ticket and note Case ID; 5) If unresolved after the committed window, request supervisor escalation and the supervisor’s direct callback window; 6) If still unresolved after 14 calendar days, consider filing a dispute with your bank and send a complaint copy to corporate compliance via the Help Center.
• Email subject template: “Escalation Request — Order #OW-1234567 — Case ID 00001234 — Missing Product/Refund”. Body should contain order summary (date, amount), concise issue description, evidence list, and desired outcome (refund, reship, credit). Close with “Please confirm next action and timeline by [date/time].”

If a legal or regulatory step becomes necessary, gather all documentation into a single PDF (orders, correspondences, photos, bank statements) and keep local copies. Consumer-protection agencies and chargeback processes favor documented, time-stamped sequences over anecdotes.

Service-level expectations, metrics, and consultant best practices

Realistic service metrics for direct-sales manufacturers: initial acknowledgment within 24–72 hours, detailed response or action plan within 3–7 business days, and final resolution within 7–21 business days depending on shipments, returns, or third-party carrier claims. Use these timeframes as your baseline when you request case updates — if the company promises faster, get that promise in writing (case notes or email).

For consultants: train your customers to keep purchase receipts and to register products on the company portal when available. Offer to open initial tickets on customers’ behalf (with explicit permission) and always confirm that autoship dates are in the customer’s timezone. For high-value orders (starter kits $99–$199 or promotions), encourage customers to use cards that allow easy dispute resolution and retain screenshots of confirmations to prevent future disputes.

Where to verify live details

Always confirm current phone numbers, office addresses, return addresses, and policy wording on the official It Works Help Center: https://www.itworks.com/help or https://www.itworks.com/contact. If you need local support or consultant-dedicated resources, log in to the Back Office; those portals often display region-specific phone numbers, tax invoice addresses, and commission schedules.