UPDATE: Starting August 4th, 2023, Social Marketers who achieved Elite 1 or Elite 2 status since July 2022 will receive dedicated support from an Elite Representative. As part of this change, we will be discontinuing the VIP phone line, but Elites and Platinum Blacks Social Marketers who don’t qualify for a personalized Elite Representative can still access VIP text and FB Chat support. Please see below for more information.
Have a question and not sure where to direct it? We are here to help!
Customer Service
The goal of the Modere Customer Service department is to help provide every customer and Social Marketer with a world-class customer experience. The Customer Service team is here to help with the following:
- Order Processing Support
- Enrollment Support (Customer/Social Marketer)
- Subscription Management Support
- General Product Questions
- Social Retail Program Support
- Promotion Support
- Website Tech Support
- Commission Questions
- End of Month Backdating Support (limited)
- Order Resolution Support (lost, stolen, damaged orders)
- Returns/Refund Support
- Order Tracking
- Order Verification Support
- Order Cancellation
- Account Changes
- Reset Username/Passwords
Product Questions
While most product questions can be answered by our Customer Service team, we also have a product specialist, dedicated to answering the more in-depth and uncommon questions about Modere’s products. For the fastest response, we recommend directing all product questions to our Customer Service team first. If they are unable to help, you can then email your question to productusage@modere.com. Response times may vary depending on the number of active inquiries. This email can be used by customers and Social Marketers.
Elite Services
The Elite Services department is a group of seasoned Leader Support Representatives dedicated to providing qualified leaders with a VIP/Concierge experience. The Elite Service department specializes in helping leaders with all logistical and operational support needs. In addition to everything that the Customer Service department provides, the Elite Service team is here to help with the following:
- Advanced Commission Inquiries
- Organization Volume Inquiries
- Running Select Custom Reports
- VIP Pre-Ordering for Select Promotions
- Event Registration Support
- End of Month Backdating Support (extended)
Elite Service Support Channels – Platinum Black 1 & Platinum Black 2
All Social Marketers who have achieved Platinum Black 1 and Platinum Black 2 (in the current or previous year), have exclusive access to the Elite Service support channels.
- Elite Service FB Messenger Chat
This is an individual FB messenger chat (not a group chat) like chatting with a specific Elite Service rep. The difference is that this chat is covered by a team of Elite Service Reps who will be able to respond quicker, but still offer the same experience. - Elite Service Text Line (888-985-0713)
- Elite Service hours M-F 8:00am – 5:00pm MT. Additionally, the Elite Service support channels will also be open on Saturdays to support end-of-month special promotions, events, and on an as-needed bases.
Dedicated Elite Service Support Channels – Elite 1, Elite 2, Elite 3 & Platinum Black 3
Social Marketers who have achieved Elite 1, Elite 2, Elite 3, & Platinum Black 3 (July 2022 through July 2023), have access to all the Elite Service support channels (FB messenger chat and text), but also receive a dedicated Elite Service Representative to support their business needs.
Elite Black Support – Elite Blacks
Social Marketers who have achieved Elite Black (in the current or previous year), have access to all the Elite Service support channels (FB messenger chat and text), but also receive a dedicated Elite Black Service Representative to provide a more personalized level of account support.
North American Sales Department – Platinum Blacks & Elites
All Platinum Black and Elite Social Marketers are also assigned a Sales Director. These Sales Directors are assigned as follows:
| SM Ranks | Assigned Employee | Title |
| Elite 3 and above in the USA | Shane Greer | VP of Sales – North America |
| Elite 1, 2 and Platinum Blacks in USA | Todd Bagley | Director of Sales – USA |
| Elite and Platinum Blacks in Canada | Tracy Casey | Director of Sales – Canada |
The role of a Sales Director is:
- To be an advocate to the company for the SMs they represent and to understand how Modere’s corporate policy, products, and platforms are affecting the SM they have stewardship over
- To provide any corporate training needs that they or their organization may have
- Help to provide answers and/or solutions concerning
- Commissions
- Promotions (Product and Business)
- Platforms
- Modere.com
- Shifting retail
- Back Office
- Modere LIFE app
- Corporate Social Media channels
Social Marketer Education & Compliance
The Social Marketer Education & Compliance Department is focused on providing support and education related to the policies and procedures for operating your business. Our goal is to help Social Marketers understand how to appropriately promote products and the business opportunity following the various regulatory requirements and guidelines. We are here to support and assist while helping protect the viability of the opportunity for the company long term.
Top areas of support that an SM would contact compliance
- Understanding what can be said about the products or opportunity
- The reporting of non-compliant material or claims so they may be corrected, and education provided
- The reporting of inappropriate advertising; online ads or product listing in online marketplaces
- The reporting of Social Marketers attempting to solicit for other direct sales opportunities
- The reporting of potentially inappropriate or disruptive behavior that impacts the business
- The requirements and process for selling a Social Market account
- Any questions regarding policies and procedures.
The best method of contact is via the department inbox, ask@modere.com.
Events
The Modere Events team has a dedicated support email! While some general events questions can be answered by our Customer Service team, everything else is handled by our Events team. For help with XM tickets, event registration, and all other event questions, Social Marketers can email events@modere.com. Please be aware that response times may vary depending on the number of active inquiries.