A Loop Voice agent checks in early in a 45-day hearing aid trial, a 100-night mattress trial or a fitting period, helps from your setup and fit guides, hands the rest to your team and gives return steps exactly as your policy states them.
The short answer
A trial check-in is a call made early in a home trial or fitting period, while a setup or fit problem can still be fixed instead of returned. In Loop Voice you build it as a flow: order fulfilled, a wait step, then the call. The agent asks how it's going, helps from your guides, opens a ticket for what it can't fix, and is told never to argue with a customer who wants to send the product back. We have no trial check-in results to publish yet, so measure returns against a holdout.
We don't have a recorded trial call yet. These two calls for a pet chew store come from a post-purchase flow, but they show the two moves a check-in needs: on one, the agent arranged a replacement for a wrong item; on the other, the customer called the chews "Perfect as is," and the agent answered "Then I'll get out of your hair." Both closed with a code for a future order, which a trial check-in should leave out.
Full transcripts are in the call library.
A trial sells the product, then leaves the customer alone with it and a deadline. A hearing aid that never paired with its app, or a mattress set on the wrong base, goes back in the box if nobody asks while there's still time to fix it.
Use order fulfilled from Shopify or WooCommerce as the trigger, or the order event from Checkout Champ with a wait long enough to cover shipping. If only some products carry a trial, start the flow instead from a custom event or a Zapier trigger that your store sends for those orders.
Order fulfilled usually fires when the order ships, so the wait covers transit plus the first days of use. Example: 3 days in transit and 5 days of wear put a hearing aid call 8 days after shipping, with most of a 45-day trial still ahead.
Upload the setup guide, fit guide, care instructions and your return policy, or import those pages from your site. The answer gaps list shows what customers asked that the agent couldn't answer.
Tell the agent to give the return steps exactly as your policy states them whenever a customer asks, then stop. Allow no discount codes on this agent.
Add a split step that sends a share of customers down a path with no call, then compare return rates between the groups in your returns data.
A check-in in the first week or two leaves most of the window for a different size, a replacement part or a settings fix. A call in the last few days can only sound like a plea to keep the product.
FDA tells hearing aid buyers to understand the return or warranty period "so you have enough time to test your device in different environments" (FDA). So the check-in asks about the places that matter to the customer: a restaurant, the car, a phone call.
Example: call about a week after delivery on a 45-day hearing aid trial, after the first two weeks of sleep on a 100-night mattress trial, and after a few days of wear in a fitting period for shoes or a brace. Our pages for hearing aid brands and mattress stores cover what those buyers ask before they order.
The agent works from what you load: pairing steps, the fit guide, care instructions, the exchange process for a different size. Tell it to ask a follow-up when an answer is vague.
Some problems aren't the agent's to fix. FDA lists an ear that feels painful or uncomfortable, a sudden change in hearing, dizziness and ringing in only one ear among the reasons to see a doctor, preferably an ear, nose and throat specialist. Damaged items and refunds that need a decision also go to your team.
Example: on day 9, a customer says the right aid gets sore after an hour. The agent doesn't suggest a smaller dome. It says ear discomfort is on FDA's list of reasons to see a doctor, tells the customer your team will follow up, and opens a ticket with the recording.
Modern Hearing learned how much its trial carries: almost every customer who bought after a call "mentioned the 45-day trial as the thing that finally made them feel comfortable," yet most "hadn't fully registered it from the product page" (Modern Hearing story). On those calls the agent spelled it out: "you have 45 full days at home to try it, free shipping, no questions asked if you return it."
A check-in that argues with a return breaks that promise. When a customer wants to send it back, the agent gives the steps your policy sets, confirms what happens next and ends the call. If buyers needed a call to take in the trial before they ordered, don't assume they remember its end date now; the agent can restate it once.
Modern Hearing's results come from abandoned checkout calls, not trial calls. We cite the story for what its buyers said about the trial.
Pairing, assembly and settings, answered from the guides you upload.
Sizing and exchange steps from your fit guide; anything that sounds medical goes to your team.
The steps your policy sets out, with no pushback.
A live transfer during support hours, or a ticket with the summary, the order and the recording.
$300,000+ attributed revenue · 8,000+ calls · 11% led to a sale
“Our customers have a lot of questions before they commit to a hearing aid. Loop answers those questions live on the call and converts customers who would have just disappeared. We're recovering a strong amount revenue through Loop and learning a lot about our customers in the process.”
Jorraine
CEO, Modern Hearing
Read the storyLoop Voice's September 2026 benchmark doesn't cover trial check-ins, and attribution can't count a return that didn't happen. A holdout can. Track these:
Source: Loop Voice Ecommerce Benchmark
Works with
Early, after a few days of real use: about a week after delivery on a 45-day hearing aid trial, or two weeks into a 100-night mattress trial. The wait step after order fulfilled has to cover transit as well.
Not with the setup above. It reads out the return steps your policy lists and leaves it there, with the respect refusals and no arguing guardrails on. A trial only sells if the return promise holds.
It helps with fit and setup from your guides. Medical questions stop or escalate the call under the built-in rules, and FDA lists ear pain or discomfort, dizziness and sudden hearing changes among the reasons to see a doctor.
Only with a holdout. The split step in the setup above leaves a share of customers uncalled; compare their return rate with the called group's over full trial windows.
Leave it out. The recorded check-ins above ended with a code for a future order, but on a trial call an offer reads as a reason to keep the product, and a call with an offer should be treated as a marketing call (calling rules).
Consent to calls made with an AI voice, at minimum. A call about an order already placed and a sales call can need different consent; our guide to calling rules sets out which is which, and counsel should confirm it for your store.
Setup takes under 10 minutes. No code, no headcount.
