Notes

Hi, , I'm Akhilesh. How may I help you today?

Hi, , I'm Akhilesh. How can I help with ?

Hello , could you please help me with the name of the item, so that I can help you better ?

Could you please elaborate the query so that I can assist you in the best possible way?

2)Apology lines----

Sorry about the mix up, I will try my best to resolve it for you.
Sometimes carrier scan the package in advance to update us . However , we still expect your package to be delivered by

Hello, , I'm Akhilesh. I am sorry to hear you haven't received your item yet. I can take a look into that right away

I am really sorry that your order is late. I will try my best to resolve it for you.

I am really sorry you had to experience this. I will try my best to resolve it for you.

I certainly understand the frustration especially since you have mentioned this has happened before.

I completely understand your disappointment. That's definitely not what we want our customers to experience.


3) Paused contact handling..

Hello name, I will be assisting you from here.
Please allow me a moment to go through the previous conversation.
​Hope your issue has been resolved by my previous colleague?

4) Waiting Lines..

Would you be able to hold on a moment? While I am checking what I can do for you and and give you the best resolution.
Please bear with me for further information.


5) Closing Lines..

You're most welcome. Is there anything else I can help with?

Thank you for contacting Amazon.

You’re welcome. Apart from this, is there anything else I can help with?


It was indeed a pleasure assisting an extremely patient and considerate customer like you. I truly appreciate that.

It was my pleasure assisting you. Message us for any further assistance.




S.no Primary Call Reason Sub Reason Responses (Acknowledgement & Paraphrasing | Empathy or Apology) Assurance & Ownership
1 Where is my stuff/Check Status Of Order

• I'd be glad to share the status of your order.
• I’d be happy to assist with the order status.
• Sure, let me help you with the order status.
• Let me find that out for you
• I am happy to be of assistance

Other Order Question Or Issue

• I'd be glad to resolve this for you (if cx experienced an issue)
• Sure, let me assist you with *insert the cx's concern to paraphrase*
• To make things right for you *followed by the resolution*
• Here is what we could do for you *followed by the resolution*
• To resolve this for you I have *followed by the resolution*


Shipment Not Delivered, Past Delivery Date

• I am sorry to hear that the order has not been delivered.
• Apologies for the delay.
• After reviewing the account I found *followed by explanation*
• In order to fix this for you, I have *followed by the resolution*

Tracking Shows Delivered But Shipment Not Received

• Sorry about the mix up.
• Sorry about the confusion.
• Thank you for notifying us about it.
• Thank you for bringing that to our attention. • We are going to make it upto you
• I am going to follow up on this one for you
• Give me just a minute while I figure this out for you.

2 Problem with received order Does Not Work / Defective

• I am sorry that things turned out this way.
• I apologize that you received a damaged / defective product.
• I can definitely help with that
• To make things right for you *followed by the resolution*
• To put your mind at ease, I have *followed up by resolution*

Other Promotion Questions

• Thank you for your interest in Amazon products.
• I'd be glad to answer all your questions.
• I am happy to share the details with you.
• I am glad to be of help


3 Payment Issues/Unknown Charge

• I understand that you haven't authorized this charge.
• I understand that you don't recognize this charge.
• I assure you, we most certainly will *followed up by resolution*



4 Return and Refund Check Status Of Refund

•I'd be happy to check the status of the refund for you.
• Sure, I understand you'd like to know the status of the refund.
• Let me quickly check the status of your refund.
• I can definitely help with that

Other Returns and Refunds Issue

• I understand that you'd like a refund for your order *insert order details*
• I am sorry to hear that you haven't received the refund.
• I can fix that for you.
• I will make sure that this gets resolved for you.


5 Close My Account/Close My Account

• We'd hate to lose you as a customer
• I am sorry to hear you feel this way (if the cx is unhappy with Amazon services)
• I am sending you an email right now and you will find a link at the bottom in email . Please click on that link and login with the correct email and password of the account which you would like to close and follow the steps to close your account .

*Paused contact :

Order ID:
Issue:
Actions Taken:
Promises Made:


I can issue you refund in gift card or original payment . Which method would you prefer?


Refund Total: $
Funds will be credited to the original form(s) of payment and may take 3-5 business days to process.

Refund Total: $
Funds will be credited to the Amazon GC balance and are generally available within 1 to 2 hours.

Let me connect you to a member of our specific team.

I understand your point here.
I have taken this as a feedback. Thank you for letting us know.