Notes

Thank you for being a valuable Flipkart Plus member.

Santu, do you have any other questions for me?
I certainly understand your concern regarding the order.
Are we connected?

May I know the reason for the cancellation of the order?
I am sorry but I am unable to track the order due to technical issue.
Please confirm the exact reason for the cancellation of the order?

I am sorry , I won't be able to help if you don't share why exactly you want to cancel your order

[email protected]
As I can see you previous chat is disconnected.
I'll be more than happy to help you out.
We will appreciate your kind understanding in this regard.

Since I haven't heard from you for a while so I have to close this chat.
Please do get back to us with any query that you have.

I am sorry to hear that you had to face the unpleasant experience last time with us.

Hi Priyanshu, my name is Kiran and I'll be helping you with your request.

Allow me a minute or two to have a look at the details of your order.

cx issue not confirmed as cx unresponsive so tagged the same here.

cx asked for call and denied and shared call back steps.

I am still working on it, please bear with me.

That's really unfortunate! We would require a snapshot of the same.

Arun, I am sorry but this is a chat window and I wont be able to call you.
However, I will be able to help you her if you proceed with your concern.

I am sorry, I am unable to call you as this is a chat window but please follow above steps, you'll receive a call back from us to help you with your query.

cx said he don't need any help, so tagged here as NRR.
RETURN PROBING
_______________________________________________________

I need few confirmations from your end.

Please let me know if the outer package of product was fine or tampered.

Would like to confirm if you have the original box, accessories and tags which were given to you with the product in unused condition?

Would like to confirm whether you want a pickup of the product from the same address:
#### address####++++++

Is the primary number ”xxxx” working fine?

Would like to confirm if you want to add an alternate number?

Give me a minute or two while I forward the request for return.


Could you please confirm what is the exact difference between the product ordered and product received?

I would like to let you know that the seller has to raise a refund/ exchange/ replacement request for the product. Please give me a minute or two so that I can forward your request to the seller.

I would like to let you know that the seller can provide a replacement for the product. Would you like to go ahead with the replacement/refund for the product?

A return request has been created for the order and a refund will be initiated by the seller as soon as the pickup of the originally delivered product is confirmed by the courier service provider.

Please keep the item along with the original product box, accessories and tags ready for pickup as the Wishmaster will not be able to complete the pickup in case any item is missing.

You’ll receive an email and SMS with the refund details, after which the money will be credited back to your source within 01 business days.

STATUS
I would like to let you know that the seller has shipped the product and it will reach you by November xx, 2019.

You can also track the order with the Tracking ID:

I would like to let you know that the seller has approved the product and it will reach you by November xx, 2019.

I would like to let you know that the seller has packed the 'xxxxx' and it will reach you by November xx, 2019.

You can expect more once the seller ships the item.

You can check your order status here: http://fkrt.it/bqWLi~NN

Also, in case the Wishmaster is unable to deliver the product due to your unavailability then not to worry, they will make 2 attempts to get the order delivered.


WAIT REFUND EKL BANK ACCOUNT

I would like to inform you that a return request has been created against your order.

A refund of Rs./- will be initiated as soon as the pickup of the originally delivered product is confirmed by the courier service provider.

The pickup of the initial product will be done by November , 2019.

You’ll receive an email and SMS with the refund details, after which the money will be credited to your xxx within xxx business days, as per standard banking procedures.

Please keep the item along with the original product box and tags ready as the Wishmaster will not be able to complete the pickup in case any item is missing.

In the future, you can raise a return request for your orders using our app or website. Just go to 'My Orders' on your Flipkart account, select the item, click 'Return' and follow the prompts.


OUT FOR DELIVERY SMS DETAILS

Once the products will be out for delivery, you will receive an out for delivery SMS with the bridge number and PIN to contact the Wishmaster.
You can contact the Wishmaster with the details that you will receive in an out for delivery SMS.

BANK ACCOUNT REFUND INTIMATION

I would like to let you know that the seller has refunded Rs.xxxxxxxx/- for your order to your bank account on xxxxxxxx, 2019.

This will be credited to your account by xxxxxx, 2019, as per standard banking procedures.

This should have been credited to your account by xxxxxx, 2019, as per standard banking procedures.

The refund reference number is:.

Have you checked with your bank for the same?

In case of any delay, please contact your bank's customer care using the number mentioned on the back of your card.

REPLACE EXPECT

The seller has arranged a replacement for the product and it'll reach you by November xx, 2019. The item originally delivered to you will be picked up at the same time.

Please keep the item along with the original product box and tags ready as the Wishmaster will not be able to complete the pickup in case any item is missing.

REFUND INTIMATION TO PHONEPE

I would like to let you know that the seller has refunded Rs./- for your order to your PhonePe UPI account on xxx. This will be credited by xxx.

The refund reference number is:.

If you do not receive the refund by this time, I request you to get in touch with the PhonePe support at [email protected] or call them on 01246789345, so that they can help you in the best possible way.

ON HOLD DELIVERY STATUS NOT YET UPDATED

I would like to let you know that the status of your order is not updated to 'delivered' due to a pending confirmation by the courier service provider.

Not to worry, it shouldn't take more than 24 hours to get updated.

Once the status is updated, your request for replacement/refund will be initiated and you will be notified via email and SMS.

Please keep the item along with the original product box, accessories and tags ready for pickup as the Wishmaster will not be able to complete the pickup in case any item is missing.

REVERSE PICKUP STATUS NOT YET UPDATED

Thanks for the confirmation that the reverse pickup of the product is completed.

The status of the reverse pickup is not yet updated by the courier service provider.

Not to worry, it shouldn't take more than 24 hours to get updated.

Once the status of the reverse pickup is updated by the courier service provider, after that you will receive a notification with the refund details, after which the amount of Rs.xxxx/- will be credited to your xxx within xxx business days, as per standard banking procedures.

ORDER MODIFICATION

I am sorry to let you know that this can only be done while you place the order.

As the order is already placed, the seller is unable to change the xxxx of the product.

If you'd like, you can cancel this order and place a new one based on your requirement.

You can also cancel your orders on the go by clicking here: http://fkrt.it/bqWLi~NN, selecting the item and clicking 'Cancel'.

Check http://fkrt.it/sDargyNN to know more about cancellations and refunds on Flipkart.


OFD REJECT/ CANCEL

I am sorry, as I had a check, the order is already out for delivery, so the seller is unable to cancel the order.

I would like to let you know that the seller is unable to cancel the order as the product is out for delivery.

A Wishmaster from xxxx is already on the way to deliver the item and it’ll reach you by 7 pm today.

I request you to reject the product at the time of delivery.

HOLD CHAT

Please give me a minute or two so I can look up the information for you.
Please give me a minute or two while I help you get it sorted out.
I'll get back to you with the information in two minutes.

Sorry to keep you waiting, it's taking a bit longer than expected. Please give a minute or two.

Thanks for waiting.

BUY TIME

Please confirm if 'xxxxx' is the same number you wish to add as an alternate number.

I am escalating the issue.
Not to worry, I will go ahead and escalate the issue.

Not to worry, the team is doing the best to resolve the issue on priority basis and you can be sure that the team will contact you with the update as soon as possible.

Give me a minute or two while I escalate this issue.

As I have not heard from you for a while, I have escalated the issue.

The team will contact you with an update by November xxxxx, 2019.

Could you please share an alternate number if any.
Please share an alternate number if any.

Be assured, this is the maximum date provided to you.

Thanks for sharing the alternate number.

As I had a check, the issue is already with the team and they will contact you with an update by November , 2019.

I am sorry, I will not be able to commit on today's delivery.

I have escalated the issue and the team will get back to you with an update by November , 2019.

To thank you for your understanding, the seller will refund the shipping charges of Rs.xxx/- to the Gift Card section of your Flipkart account.

You can use this amount within a year to shop for your favourite products on Flipkart.

It will be refunded within 24 hours of successful delivery.

Exchange and Expect

The seller has arranged an exchange with 'xx' with xx size and it'll reach you by April xx, 2019.
The item originally delivered to you will be picked up at the same time.

Please keep the item along with the original product box, accessories and tags ready as the Wishmaster will not be able to complete the pickup in case any item is missing.


SAD FLOW


I am sorry that I was not able to help you with the resolution expected by you.
However, be assured that we will take necessary steps so that you don’t face the issue again.

HAPPY FLOW

It was a pleasure assisting you today.
Hope to serve you better next time.

CSAT


Your feedback is really important to us. Please share your chat experience with me by completing the email survey you’ll get after this chat session.

Thank you for being so supportive over the chat.

Its my pleasure to assist loyal customers like you.

In case you still face any issue.
We are always here to help you in the best possible way we can.

I have been working rigorously to help you out in this matter.

If you think I have given you a direction and have put my efforts, please rate this chat with a positive response, it's important for me.

If you think I was helpful to you, please give me your ratings, it matter a lot for me.

I hope I was able to help you with your concern today.

It was great to serve you and I hope your relation with Flipkart keeps going on.

DELAY

I am sorry to let you know that the delivery of the item is delayed due to unforeseen courier related issues .

Be assured, we are working closely with the courier partner to make sure that the product reaches you as soon as possible.

Not to worry, as I had a check, the issue is already escalated with the team and they will contact you back with an update on or before November, 2019.

I am sorry I am unable to commit on the exact date but be assured, we are working closely with the courier partner to make sure that the product reaches you as soon as possible.
Please share an alternate number, if any.

cx order delayed and cpd breached, yet order not delivered/ shipped, told to wait till tat/ 24 hours. I am unable to update the incidence.
Not to worry, the team is doing the best to resolve the issue on priority basis and you can be sure that the team will contact you with the update as soon as possible.


APPOLOGY
Thanks for being so understanding here and we really appreciated this kind of your nature

As per our records, the order is delayed due to your rejection of order at the time of delivery but you are saying that you haven't rejected the same so in this case, I will share an appropriate feedback with the concerned team so that you do not experience this next time around.

I can relate to you how you are feeling at this moment, I would have reacted the same way if I was at your place.


I am sorry to hear that you have issues with the hub, not to worry, I've noted this down and will make sure appropriate feedback is shared with the concerned team so that you do not experience this next time around.

Be assured the appropriate feedback will be shared with the concerned team, so the same is not repeated again.

Not to worry, we never let these issues go unheard and a feedback will be shared with the concerned team and they will make sure same does not happen again.

I agree with that and not to worry, we are working closely with the courier partner to make sure that the product reaches you as soon as possible.

I am truly saddened to know that you had to go through such a disappointing experience and this is certainly not what Flipkart stands for.

Trust me, there were no intentions to hurt you or to make you have this experience from us.

I hope you'll consider this an isolated incident and give us one more chance to prove our standard and service to win your heart.

We always try to serve our customers in a better way but some situations are beyond our control.We assure you it will not be repeated again.

There’s no amount of apology that can cover up for the trouble caused, our efforts will only be emphasized on providing you a better experience next time.

We never want our users to wait for long for the order and waiting is what we hate the most.

I can totally understand what you are feeling right now, if it has happened to me I must have felt the worst.

I request you to place the fresh order for this product as the previous order is already cancelled and the same can't be now shipped the seller, again.

Also I want to inform you that you receive an SMS with the contact details so you can reach the Wishmaster securely using the call bridge details any time, once the order is out for delivery.
Arun, I understand how badly this product is needed by you but I am sorry but it's beyond our capacity to ship it again, please place a new order.

PACIFY
I'll be more than happy to help you out.

This is extremely unfortunate that this happened but don't worry I will definitely help you in this matter.
This is sad to know that you had such an experience with Flipkart but I will do my best to get a smile on your face.

We are always delighted to serve customers like you and we hope to see you soon and happy to serve you again.
I don't have any words to express how bad I am feeling for this because if could have been at your place, I could have felt the same way
What has happened cannot be undone and we extremely regret for the inconvenience. But future is always bright and better.

There are no words which can dissolve the inconvenience you had to go through, but we can create happiness again if you give us a chance to serve you

A chance given by you will be a gesture for us and getting this from loyal users like you will be a happy moment.
You have been an excellent customer, thank you for your cooperation and It will be a pleasure for us to serve you again.
I really apologize for the inconvenience you have faced here but not to worry, I will go ahead and escalate the issue.
I don't have any words to express, as this is never a thing we want to happen with our customer.
Please forgive us this time for ruining your experience and trust us for better tomorrow
I understand the inconvenience you have faced and we at times fail to provide you the service you expect from us but please consider our apology and give us a chance to serve you in a better way.

This has been the saddest thing to know that our customers are facing issue.
The issue has been forwarded to our team who will definitely conduct an internal check regarding this issue.

I hope that you will consider this case as unfortunate as our main goal is customer satisfaction and that is something Flipkart is known for.
I completely understand that it's your hard-earned money and it should not go waste.

I’ll hope you allow us another chance to serve you with delightful experience ,as we believe every mistake deserve a chance and life is all about second chance right
We never want to loose our loyal users
Hi, We understand that you are not happy with the services.
Glad we could assist and make things little better. We will stringent action and see that this experience is not repeated.
really apologize that you had to face all this but believe me if it was in my hand to refund your money,
I would have done that instantly and happily

This is not the kind of service we aim to provide and we are sorry for the inconvenience you had to bear.