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Products > Frequently Asked Questions: Service and Support

The following are frequently asked questions regarding MXI Xocai service and support. The questions are presented on this site as a convenience. If you wish to see the original source page please click here.

Frequently Asked Questions: Service and Support

If I do not go Royal in my first 28 days will I ever be able to earn Royal Maker Bonuses on people I sponsor in the future?

Yes, once you become Royal yourself you are eligible to earn Royal Maker Bonuses on the people you sponsor in the future. You just will not receive a Royal Recognition pin unless you do this in your first 28 days.

Brunswick Labratories Misrepresentation

It has come to our attention that there are websites hosted by some of our Associates that misrepresent the relationship between MXI Corp and Brunswick Laboratories. Brunswick Laboratories is an independent testing company. They test our products for ORAC, Flavonoids, Catechin, and Epicatechin, and they certify those test results on our product packaging. However, as an independent testing company they do not endorse, promote, or recommend the products of any company for whom they perform tests. This would be a conflict of interest.

If you have any reference to Brunswick Laboratories on your website, please make sure that it only states that Brunswick Laboratories test the MXI Corp products for ORAC, Flavonoids, Catechin, and Epicatechin, and certify those test results on our product packaging.

We greatly appreciate your immediate compliance with this request. Failure to correct to any misrepresentations constitutes a violation of the MXI Corp Rules & Regulations, and will be dealt with accordingly.

How do I change my auto-ship payment/product?

Log-in to your back office. From the main menu scroll over the "My Business" header. Select "Auto-Ship". This shows you your current template. Choose change/view/cancel and follow the prompts.

How do I cancel my auto-ship?

Log-in to your back office. From the main menu scroll over the "My Business" header. Select "Auto-Ship". This shows you your current template. Choose change/view/cancel and follow the prompts.

Explain the Comp plan my sponsor doesn’t know it nor does their Upline?

A. Log-in to your back office. Scroll over the "Communications" header. Select "WebMeetings" then "Manage". Select the "7 Ways to Earn Compensation Plan" webmeeting.

Why isn’t summer shipping completely across all US states

This is due to temps that vary by state…if it is cool enough it will be shipped ground until warmer weather

My product came second day air with ice and has melted A. If you will not be home or you live in an extremely warm climate please choose a business location rather then a home as UPS can deliver a package as late as 8pm depending on the driver’s discretion and route.

What does it take so long to get my product from Xocai when I order?

We ship from Reno Nevada. To the East Coast it can take up to 8-10 business days. We are exploring options for an East Coast distribution center in the future that will assist with this. Until then we encourage business builders to upgrade to the Executive Option so they have product on hand to get their new associates started right by handing them their product and having it replaced when theirs arrives. (see Saturday Start Right Now Training for more info)

How do I make $10,000 a month in the business fast?

Become a Royal. Become a Royal Maker. Duplicate this process over and over as fast as you can with more frequency and more intensity. Train each of the people you sponsor to learn the Start Right Now training. Set rank achievement goals with each of your Go Now people and hold them accountable to their goals. Sponsor, Train, Motivate and build to the next event over and over again and you will find the success you achieve. Never EVER EVER Quit!

Shipping Procedures

We appreciate your patience with product shipping; we have changed our shipping system to allow for smoother communication and increased efficiency. Because of the changes our orders will be sent in printed lists to the warehouse directly; therefore, there is no way to change product orders, or to change the numerical order in which they are printed once they have been sent.

The warehouse will receive a shipping label and an invoice; this will eliminate the possibility of sending emergency product to distributors who are having shows. Please place all product orders well in advance to arrive before any events that you will be hosting. If you wish to have product sent second-day air or overnight, please fax those orders to the Customer Service Department so they can receive the priority required to ship them to you in a timely manner.

The cost for second-day shipments is $20.00 per case and overnight is $50.00 per case. Thank you again for your patience and understanding as we continue our exciting growth.

The Compensation Plan

With the Comp Plan Enhancements effective October 29th there are two main TERMS & BENEFITS that we noticed have created a bit of confusion within our Distributor network. We would like to take a moment and clarify what the terms and benefits mean to you individually as the Distributor.

Active Distributor:

Definition : Enrolled on Auto-ship or purchasing 1 - 2 cases, depending on rank, every four weeks.
Benefits: Volume is accumulated and will not flush.

Qualified Distributor:

Definition: New Associate must Personally Sponsor two new Associates one on the left and one the right side of his/her binary organization, once achieved the individual will be known as a Qualified or Royal Associate.  Please note you have 28 days from sign up to qualify as Royal and if you do you will receive the Royal Pin and your sponsor will receive the $40.00 Royal Bonus. If you do not qualify within the 28 days your sponsor will not receive the Royal Bonus and you will not receive your Royal Pin however, you will still become a Royal Distributor.

Benefits: As a Qualified or Royal Associate, he or she will be eligible to be paid commissions.

Important 1: The Quick Check Bonus will be paid even if Associate is not Qualified, however all other bonuses will not be paid until an Associate is Qualified or Royal.

Important 2: Volume will be bank indefinitely if Associate remains “Active”, however again Associate must be Qualified or become Royal to earn commissions

This will also be posted under our Frequently Asked section located at http://www.mxicorp.com under “Support”.

I want to log into my back office, what's my user name?

Your user name is your Distributor ID Number.

I want to log into my back office, what's my password?

If you forgot your password, please email to retrieve it, or call customer service.

I am sending back product, what is the procedure?

If you are sending back product, you must follow these steps:

1) Call customer service for an RMA (Return Merchandise Authorization). PLEASE NOTE, product older than 60 days from date of purchase WILL NOT be refunded. Product must be still sealed and shrink wrap intact, or seal intact. If damaged, opened, half eaten, repackaged, melted, "activated", etc. save some shipping and do not send it back as you will not receive a refund on that product. DO NOT SEND powdered drink back under any condition if you have added water to it!

2) When authorized to return your product, please mark on outside package with a black marker "RMA" or warehouse may reject your package.

3) When packing for a return, remember that MXI Corp will not issue a refund on product that is not fit for resale. This includes, but is not limited to, damaged products due to packing/shipping issues, so pack carefully and securely. Use bubble wrap, crumpled news paper, or foam. If you are in a hot/warm climate, solid chocolate products must be packed with additional ice/gel packs to prevent melting.

4) Please be advised if you reject a shipment and it returns to MXI Corp in damaged condition it will not be refunded. MXI Corp reserves the right to refuse/reject any product it deems not fit for resale.

Why is my volume flushed? I am an Executive!

To maintain your volume and be paid at your executive level, you must purchase 2 cases every 4 weeks or your volume will flush and you will be paid at the Associate level. If you have recently cancelled Auto-Ship or downgraded from a 2 case shipment to a 1 case and not purchased your required 2 cases in the 4 week period, volume will flush and will not be restored. An MXI Corp Service Representative will inform you of this scenario if cancelled/downgraded via telephone. You will not be informed of this scenario if you personally change the shipment online.

What is the frequency of Auto-Shipments to remain qualified in the MXI Corp Program?

If Associates refer to the MXI Corp “Rules and Regulations” under “Definitions” on page 7 you’ll find the following information:

T. The Minimum Activity Requirement is the Personal Volume an Associate must achieve to receive Marketing Plan Bonuses. To be considered active, a Counselor or Director must purchase a minimum of $100 of MXI Corp products every four weeks for personal consumption and/or sale at retail. A Counselor or Director could be considered inactive, and not receive any bonuses in a given four-week period, and then become active and receive bonuses in later four-week periods. The Minimum Activity Requirement for the Executive Level through the Double Diamond Level is a minimum $200 of MXI Corp products every four weeks for personal consumption and/or sale at retail. The $100 or $200 activity requirement for three Business Centers must be purchased in Business Center number one.

Please make note that four weeks is 28 days, so there may be a month where your credit card or account would be charged twice. For example, all distributors whose Auto-Shipments ran the week of November 7th, 2005 (Week 45) will have orders run on December 5th, 2005 (Week 49), January 1st, 2006 (Week 1) and January 29th, 2006 (Week 5). Please be advised that due to the Bonus Period Run Date, in order to stay qualified for Bonuses you will have two Auto-Shipments within the Month of January.

We anticipate that this will clear up any questions relative to Auto-Shipments, if not, please call and we’ll be more than happy to answer your questions.

What dates are the Weekly Bonus Periods occurring?

Do you provide tech support for computer issues?

MXI Corp provides limited tech support for unrelated issues such as personal computer difficulties or quirks. We provide extensive tech support for controlled software/functions such as the Back Office, replicating websites, or the corporate website. We will help as much as we can in regards to personal computer issues, however, if an issue is persistent and unique to your computer, in the end it is not the responsibility of the MXI Corp Customer Service to resolve the issue.

I was shown a plan that would pay me $660 if I had 3 business centers and I sponsored 4 people who in turn each started with 3 business centers. Here’s my confusion, wouldn’t I be paid $840? $600 for the 4 check start checks ($150 each) and $240 from the $1,200 from each of my left and right sides? Where has my calculation gone wrong?

Activation orders only generate 50% of the GV for that order only because the quick check is paid from this order. When you enroll someone with 3BC and they pay $660. $600 is available for bonus. $150 is paid for quick check. Remember that the company pays up to 50% on every dollar in sales in the compensation plan. So if $150 is paid as a quick check that is the equivalent of $300 of total sales so that leaves $300 in volume which is generated in that new person’s BC1 - $100 BC2 - $100 and BC3 - $100. A total of $300 in group volume shows up on your report not $600. All auto-ship and reorders are granted full GV. It is only on the 1 time activation order that this applies.

Weekly Opportunity

Opportunity Calls are posted in the EVENTS section of the site.

There are many FAQ product questions.

Product FAQ’s are posted under "SUPPORT" at www.mxicorp.com and you can connect to our 3rd Monday Science Behind Xocai call with Dr. Steve Warren for more info.

Why am I only receiving half of my product?

From May 15 until Sept 15 all Solid chocolate products are shipped 2 day air. Other products are shipped separately via ground. (We should put a note on the packing slip indicating this)