Notes
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I am just checking if you're still with me?
I'm very sorry if I will ask one time. Are you still with me?
Thank you for verifying your account. One moment, please while I research this issue.
One moment, please. Thank you.
Please remain connected to chat while I look at the Website.
I will be glad to check all of my resources to help you with that.
I will be glad to check the reference update for you!
How can I help you today?
Please remain connected to chat while I look at the Website.
Would there be anything else for today?
I'm sorry. Is there any question that I can help you today?
It's my pleasure to assist you. Bye for now. Enjoy the rest of your day, XXXXX.
Thank you for that information.
Hi, thank you for patiently waiting.
May I know the province?
May I know the city and the province, please?
You're welcome and take care always..
That's not a problem, let me go ahead and cancel the order.
Thank you for being so understanding. Are there any other questions I can help you with today?
Thank you for the clarification.
I'm sorry, XXXXX. I see different name on the billing address, are you related to this person?
I'm sorry, I see different billing address on your account. Please check your order confirmation email to check the complete billing address. Thank you!
RAPPORT
We will work to resolve the problem. You just enjoy your day and I will be in touch shortly.
I appreciate you bringing this to our attention
EMPATHY/RESPONSE
I cant imagine how stressfull it is.
We apologize for the inconvenience this has caused,
Upon accessing the order in question, I see the name on the billing address does not match your chat name. For security purposes we can only chat with the card holder.
Please have the card holder call us to provide verbal authorization or chat with us directly. Please call us at 1-800-328-0402, press 1 then 6. Our lines are open 7 days a week, from 8 am to 10 pm EST.
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