Notes

OPENING

Hello, Good evening. My name is Sonia, I will certainly try to help you regarding your concern.

Hello, my name is Sonia, I will certainly try to help you regarding your concern.

Hello, my name is Sonia, I will be glad to assist you.

I am sorry for the inconvenience cause to you . I will surely help you in this regard. Please be assured.
Thank you for sharing the order Id.
If we don't receive any response this chat will automatically close within 1 minute.

I hope we are still connected.

Please share your concern so that I can help you further.

PARAPHRASING

As I understand your concern is regarding.

I am sorry to know that you have not received cashback. I will surely help you.

I am sorry to know that you have received empty box. I will surely help you.

I am sorry to know that you have not received your order yet. I will definitely help you in this.

I understand your concern about, Please do not worry I will surely help you.

I can help you with the refund or replacement.

Please suggest which is suitable for you.



ASSURANCE

I will surely help you with the concern and share best possible solution, please do not worry and be assure .

Just for confirmation are you referring ""?

Thank you for your confirmation.



As I have checked with my resources I can see that the edd of the order is ,our courier team will always ensure timely delay also try to deliver as early as possible, always our courier team will to deliver before the time line so please do not worry and be assure it should be deliver on time as early as possible .



As I have checked with my resources I can see that the Item is not yet delivered to fulfillment center, I would like to inform you that once the parcel would be deliver to seller as soon as refund would be process it will take 5-10 business days from return however this is maximum time generally as soon as status updated as returned refund would be process so please do not worry and be assure your money is safe here and only you will get it as early as possible , rest we are always here we will take care of it on top priority as early as possible .



Thank you for the information.



Security Check



Before I proceed any further I need to verify some of your account details for security reasons. May I know your name on the account, the email and your complete billing address?





Sympathy

I do apologize for the inconvenience caused.



I understand your situation. If I had been in your place, I would have reacted in the same manner.



I understand the frustration that you are going through.



But do not need to worry about that anymore. I will surely resolve your issue.



HOLD

I will definitely help you with this concern . May I please place this chat on hold for 2 minutes from now, While I pull this information up for you?

Please allow me a minute or two to look into the issue and find the best possible solutions for you .



UNHOLD

Thanks for being online. I appreciate your patience.

Thanks for waiting

Thank you for allowing us time.

Thank you for waiting and patience.



After check order

As I have checked your order status it is showing that

So,for resolving your issue now,I am sending a request on your behalf to the courier team now

So they will update the tracking status and deliver your order as earliest possible.

Thank you for your patience .

I have contacted to courier for you now so please do not worry It should be resolve now.

Your request has been submitted successfully.

For best resolution I can do one thing, I can set follow up with me so that I would be following the issue personally for you .

So,I would request you to please wait 24 hours you will get order on priority even before that .

I have escalated your issue to the courier team

Thank you for your understanding and cooperating with us. I really do appreciate.



Closing

You are most welcome. I hope I resolved your query with your satisfaction.


Please let me know can I be of other help to you, I will be more than happy to assist you as your satisfaction means a lot to me.


Thank you for contact us today, It was an absolute pleasure assisting a valuable customer like you. Have a nice day. Good bye.


Feel free to click "End Chat" button on the top right corner to end this chat and continue shopping on our website.







You are most welcome. I hope I resolved your query with your satisfaction.

Is there anything else, I can do for you today?

Have I been able to address all your concerns today?

It was an absolute pleasure assisting you.

It was a pleasure assisting a valued customer like you.

Thank you for contacting Amazon. Goodbye. And have a wonderful time ahead.



Thank you for contacting Amazon. We hope to see you again soon.

To close this window, please click the "end chat" link.



Idle

Are we still connected.

I do not mean to rush you, however we have been idle for 1 minutes, if you are not able to respond in 1 minutes, I may have to disconnect the chat.

Since we have been idle for 2 minutes, I may have to disconnect this chat.



Going to help as per policy:



If customer is not willing to provide the details



I am sorry, I do not want to bother you by asking the details. However, this is just to verify that I am contacting and providing order related details to the account holder only and not to anyone else.



Ensuring the security of customer account information is our top priority. The phone security verification questions are necessary to prevent any unauthorized persons from accessing your account, and we aren't willing to take any short cuts where your privacy is concerned.



Thank you for providing me details which I needed to verify your account.

Thank you so much for helping me to access the account.

Thank you for your cooperation with our security check.



How to convince the customer:




Please accept my apology for all the inconvenience caused to you in this case.

I can see that it has been over a month since you have experienced this issue. We never expect such a long delay for any kind of orders that you place on our website. I am really sorry for what has happened so far.

Once again please accept my sincere apologies for the inconvenience. This is one of the rare cases where I have seen that seller was not able to resolve the issue on time. We will ensure that such things are never repeated in future again.

Firstly please accept my sincerely apology for the inconvenience you have faced in this regard as one of Amazon's aims is to provide a convenient and efficient service; in this case, we have not met that goal.

I am sorry to hear the item you received, wasn't what you expected.

I sincerely apologize to hear about the condition in which your item arrived. We make every attempt to package items securely to protect them during shipping, but sometimes damage does occur.We always appreciate customer input on how we can improve our store, and I've forwarded your message to our shipping department.

I am sorry for the trouble faced by you in this case. I will certainly sort out the issue in best possible way.



I know you are not supposed to face this, but I hope you can understand that it has not been done intentionally.

I would feel the same if I had been at your place. We are here for you so we need to work according to your comfort.

One of Amazon's aims is to provide a convenient and efficient service; in this case, we have not met that goal. Please accept our sincere apologies.





I am speechless at the moment however, I am taking the responsibility to resolve the issue.

I understand the package is important for you and you want a resolution. I will help you with all my resources.

I do care for the issue that you are facing and I will leave no stone un-turned in resolving this issue for you.

I understand your frustration that you are going through because of this issue. Had I been in your place, I would reacted in the same manner.

I can completely understand and can see that you have contacted us many time I would feel the same if I had been at your place. We are here for you so we need to work according to your comfort.

Being an e-commerce we rely heavily on our carrier service for our transportation services. In spite of our best efforts sometimes the carrier service does not live up to our expectations.

I request you to please don't worry in this, I am escalating this issue to the shipping department and get this corrected, I will not let this issue go just like this as it has caused you inconvenience because of the wrong update.

Firstly I have raised this issue to our concerned team so that this time a necessary action is taken to make sure in future our valved customer doesn't face any inconvenience.

And be assure that this kind of behavior will not be tolerated which you faced from the courier team as it causes inconvenience to our precious customer which directly affect our image and affect the perception in customers mind with respect to us. I will try my best to change your experience with us in a better way.

Please don't worry, we are here to take care of all these and we'll take every action to prevent you from bearing any loss.This is our duty and responsibilities to take care of our customer's interest and money as well.

Please be assured that we are here to make things easier for you and we'll take every action to prevent you from bearing any loss.
It is our privilege to have you as our valued customer & we want to make sure you are always taken care of.

I feel guilty that I could not assist you as per your expectation. I am sorry once again for the issue you faced but I have forwarded the details to courier team to fulfill your request.

As I have contacted to courier service provider so, we need some time to look into the issue and get it resolved.

Please understand we certainly didn't intend this to happen to our customers.

From as of now it is my responsibility to get you rid out of this experience, I need to follow the procedure but from my side and I will do it for you.

I can understand your concern , I am doing all I can to get the issue resolved at the earliest. However, at this point of time I am sorry I can not take any action until I receive a response from the investigation team.

I am assuring you that I will try my best to get it done for you on the maximum priority for you with maximum efforts. You are our valued customer and our customer are always expecting hassle free service from our side.

I am assuring you that I will convince you with my work instead of my words.

I can assure you that I will try my best to get it done for you on the maximum priority for you with maximum efforts. You are our valued customer and our customer are always expecting hassle free service from our side.



It is my responsibility to get you rid out of this experience and I need to follow the procedure but from my side I will try my best to resolve the issue as soon as possible.



Be assured that it is our responsibility to work on our customer concern and try to resolve in best possible manner.



Please be assured that I am here to help you and I will definitely do my best of best for you, I am assuring you that I am going to the top of the matter and ensure that your issue would be resolved.



Thank you so much for your understanding and cooperation in this case.



If I relate it to myself I can completely understand how frustrating and annoying the situation can be when something like this happens but believe us it was never our intention.

As our valued customer, your satisfaction is our top priority and we certainly do not intend to cause inconvenience to you. Please be assured that we are here to make things easier for you and prevent you from bearing any loss.



I have already escalated the details to the team so that they can get this checked and I can assure you that this will never be repeated again in future.



I request you to have trust and faith on us that we will make sure the package is at your door steps and I have done the necessary things from my end as well to avoid anymore such instances.



However as I would be following this for you I would make sure that you would not need to contact us again on this as I know that it is not easy for you to contact us again and as I know that you've other works to do as well apart from contacting us again on this.



Yes I agreed that you are trusting me and I like to thank you for providing me a chance to get the issue resolved for you and be assured that the order will be delivered along with a delivery of smile on your face.



I have discussed the issue with my supervisor and forwarded the request to them also. I will take care of the order on your behalf and help you out in the best possible way.






I can assure you that I will try my best to get it done for you on the maximum priority for you with maximum efforts. You are our valued customer and our customer are always expecting hassle free service from our side.



Be assured that it is our responsibility to work on our customer concern and try to resolve in best possible manner.



Please be assured that I am here to help you and I will definitely do my best of best for you, I am assuring you that I am going to the top of the matter and ensure that your issue would be resolved.



I can completely understand that in the end its us whom you trust to get all your issues resolved and we will be there for you

I can assure you that I will try my best to get it done for you on the maximum priority for you with maximum efforts. You are our valued customer and our customer are always expecting hassle free service from our side.





It is my responsibility to get you rid out of this experience and I need to follow the procedure but from my side I will try my best to resolve the issue as soon as possible.

Customer is not ready to believe because of past issues faced

I know it is not easy to hear the same thing again and again and even no one likes it.

But I can assure that I will convince you with my work instead of my words.

I request you please do trust me once and please provide ma last chance to change your experience with us, so that I can do all the needful for you.

I know its difficult to trust me again However, please give me last chance and I am assuring you that I will definitely try to make your experience better with us.

I can certainly understand that your inconvenience has reached to its saturation point and you're extremely disappointed with this, but please give me last chance and I am assuring you that I will definitely try my best to change the negativity you have experienced.

If I relate it to myself I can completely understand how frustrating and annoying the situation can be when something like this happens but believe us it was never our intention.



I know apology doesn't work here however its my request to allow us last chance to make it right for you





Please do not worry we are here for you and will make sure to do the needful I know its taking some time but it will definitely make you smile with resolution.



I am assuring you that I will convince you with my work instead of my words.



Thank you for your understanding and cooperating with us. I really do appreciate.

One thing I want to request you, Once the order will be out for delivery you will receive a delivery agent number. I request you to please contact delivery agent to make the delivery arrangement accordingly and as soon as possible.



Hari, Pleas be calm.
And have faith in Amazon.

Please have trust as you are our valued customer and we do not want you to be unhappy.



I always try to make my customer's shopping experience enriching.



I know that some of my customer face inconvenience due to courier service but please believe each and every order which are not deliver on time are investigated.



Hari, I request you to please consider this as an isolated incident and give us a another chance.



Please extend your patience and allow us some time to deliver this product.



I am sorry for the issue faced by you here and I know that you're not supposed to face this but at the same time I hope that you would understand that it was not intentional.

I understand that it would not be easy for you to contact us again and again and repeat the same thing as I know that you've other works to do as well apart from contacting us again on this.

So, to make sure that the same is sorted out I would be following this for you and would make sure that the same is sorted and the order is delivered.





EMPTY PARCEL - Transfer To other team



I would like to inform you that we have a dedicated team who works on this issue and I am transferring your chat to my team so that they can help you accordingly.



I would like to inform you that we have our specialist team who assist you better on this concern, Hence I am transferring the chat to our specialist team. I request you to please be online.





REFUND TIMELINE-

As per bank policy, The refund will reflect in your bank account within 2-4 business days. Usually bank takes 24-48 hrs.
Please note that the business days exclude the Saturday, Sunday and bank holidays.
It will reflect in your bank account on or before Wed Sep 12 2018.
You can see your refund request and status here -

https://www.amazon.in/gp/your-account/order-history/ref=cs_em_oh ;
The refund will reflect in your Amazon account within 2-4 hours.

Also, you don't need to return this item, kindly Use/Donate/Dispose it as per your convenience.



The return takes minimum 3-5 business days and maximum 5-10 business days to be completed.



Once the return is completed the refund will be processed in your bank account and you will receive the email notification of it.



Please do not worry, We will surely try to assist you with the refund as soon as possible.



It may take 2 business days to reflect into your Amazon account however this is the maximum timeline. You can expect the refund at earliest.









Pre-delivery request



I understand that you want the package to get delivered to you prior to the promised delivery date(EDD). I will surely try my best to help you in this regards.

I have checked and learned that the promised delivery date for the order is by (EDD) and we always ensure to get the orders delivered by this time frame or before this too.

I hope you will understand that due to the volume of packages we ship each day that too in lots for that particular location, it is impossible to locate and pull out a single package during this process of shipping in transit and request them to get it delivered before the promised delivery date.

However, from my end I will make sure that as soon as the package reach to the local hub, we will ensure that the order will be delivered to you on the same date when it reaches to the local hub.

I agree that you need a confirmation of the delivery right away, but it won't be feasible for me to make any commitments on the delivery right away as the package has not reached to the local hub.

Please be rest assured that you need not to contact us again for the same concern and it is our responsibility to deliver the order keeping the request for the delivery.



Security Check



Before I proceed any further I need to verify some of your account details for security reasons. May I know your name on the account, the email and your complete billing address?





Delivery is Late..



I am sorry to learn that the product was not delivered as per the EDD.

Please give me two minutes while I check the details and please don’t worry as I would resolve the issue.

I can see that the tracking has not been updated since <date>

Further, I can see that the request was previously forwarded to them to deliver the item as soon as possible.

Since there is no tracking update even after the previous request, it requires an escalation.

Please give me a minute while I escalate it with the higher authority of the Indian Postal Service Team to deliver it within 24 hours.

Wait for customer’s response

It is my job to resolve the issue.

Further, I would be following the tracking details personally and if there is no tracking update within 2 hours, I would again escalate it. Even I would take my supervisor’s help as well to check what best can be done to get it delivered.

I would make sure that you would not need to contact for the same issue.

It is correct that you have already contacted us many times but my duty is to try my best to get it resolved. And that I would do because we don’t want you to face more inconvenience.



If customer’s says what if it is not delivered



If it is not delivered within 24 hours, I would process the refund and would send you an email by myself.



Customer ask for confirmation of delivery

Confirming at this time would be a fake promise and I hope you would not like someone setting the wrong expectations.

It is correct that you wish to get the exact timeline but we cannot confirm it until it is confirmed by the courier team. That is why I don’t want to set the wrong expectations. Please accept my apology for this but I hope you would like my honesty.

We always try our best to resolve the issue and definitely escalate it with the courier team to check the possibility of earlier delivery. But we just don't want to set wrong expectations.

What would happen if I promise and it is not fulfilled?

Wait for customer's response

Would it help if I send you an email within 2 to 3 hours if the tracking is updated further which would confirm that the request is being processed?

Otherwise, I would escalate it again and would be escalating again and again till the time it gets delivered.

We just ask your valuable 24 hours.



Feedback if you not resolving the issue directly



Be assure that this kind of behavior will not be tolerated as it causes inconvenience to our precious customer which directly affect our image and affect the perception in customers mind with respect to us. I will try my best to change your experience with us in a better way.



I know it is not acceptable form your side as from our so many competing others you have chosen us to get your order which is an appreciation for us, but this kind of service will affect our image and force you not to choose again.



If I relate it to myself I can completely understand how frustrating and annoying the situation can be when something like this happens but believe us it was never our intention.



Positive Feedback



We are committed to continuously enhance our customer experience by providing more value for our products and services. Towards enriching our customer experience.



It is because of customer comments like yours that we strive to be the very best. I would like to extend our thanks to you for your loyalty and very kind feedback.



It's always important for us to hear about all aspects of our customers' shopping experiences at Amazon.in. Strong customer feedback such as yours helps us to continue improving the selection and service we provide.



Feedback Taken

I would like to inform you that there is some technical glitch going on our website currently because of which your recent orders are getting cancelled.



I can see that one of our special team is working on this error and will resolved it very soon. Also, I have forwarded this issue to our management team so that they will check and take appropriate actions.



One of our aims is to provide a convenient and efficient service and I realise that we have not met that standard in this case. Please accept our apologies.



I hope you can understand that all the delivery activities are carried out by human resources and due to some personal and environmental problem sometime these kind of delay occurs but I will try my best to get it done as earliest as possible for you on maximum priority.






Reconnected

It looks like something caused our chat to be disconnected. I'm really sorry for the inconvenience.



I'm sorry your previous chat disconnected. I will try and pick up where you left off. Please let me be the one to help you with your issue. Shall I go ahead and check the previous chat session that you had with the agent?





Hi again! I am sorry we were disconnected. I can pick up where we left off.



I am sorry the chat was disconnected due to some network issue. I am glad that we are reconnected.



TSDBNR







I am sorry to know that you have not received your orders as yet. I will certainly sort out the issue in the best possible ways.



I can see that it was delivered on <date> and the person who received it was <name of the person if it is applicable>



I request you to check with your family members/the reception and mail room to see if they have collected the package on your behalf.



If customer says that already confirmed it with the friends and family member





Be assure that it is my responsibility to work on your concern and try to resolve in best possible manner. Fixing this issue would be my responsibility.



Will you be able to wait for two minutes while, I check what best I can do for you ?



After two minutes

Thank you for your time and patience.



Firstly I have raised this issue to our concerned team so that this time a necessary action is taken to make sure in future our valued customer doesn't face any inconvenience.



I have forwarded all the details to the logistics team so that it would be escalated with the higher authority of the courier team to investigate why it was delivered to someone else.



They would also check whether there was any issue in the tracking as well. If there is any issue in tracking, it would be corrected within 24 to 48 hours and you would get the product without any issue.



I would request you to wait till <FRD/EDD+3 Business days>



====================================



If customer is not ready to wait or Why so much delay



You are absolutely correct about raising your points. However, we have to follow the procedure to resolve the issue.



Actually, what happens is when courier associate fails to deliver the package as per the promised delivery date then, we provide them a time frame to deliver the package. If still they would not be able to deliver it then, we consider the package to be lost and create replacement(if it is available) or process refund(if it is a prepaid order).



What I can assure that you would get the refund if it won't delivered to you.



But it would take some time to check with the courier team because it requires an investigation why it happened. And they would take the action against the courier agent so that it would not be repeated.

And be assure that this kind of behavior will not be tolerated which you faced from the courier team as it causes inconvenience to our precious customer which directly affect our image and affect the perception in customers mind with respect to us. I will try my best to change your experience with us in a better way.



We are here to assist you not to cause you inconvenience. Please try to understand my position as well.



====================================



Rest be assured that you would not need to contact us again. I would be following the details personally and in the meantime, if there is any update, I would send you an email.



In the meantime, please contact us if you get any information about the delivery.



Please accept my apology once again for the inconvenience you faced.



I feel guilty that I am not able to resolve the issue myself. But it is my responsibility to resolve the issue and that I would do.



Please note: in case of concession abuse, please fill Concession Abuse form from action drop down on account level.





I would like to tell you that the product which you have enquired about, it is showing that the product has been delivered it to you and you are saying that you have not received it.






Please let me know have you checked with your family members, neighbors and building security/reception, security and mail room (if any) if they have collected the package on your behalf.






So I am contacting and escalating this issue to the courier team to deliver the item again to you and I am submitting a investigation request against your order to check where courier agent has delivered the item and deliver the item again






I am sorry to hear that you have not received the item and tracking is updated as delivered






I am escalating this issue to courier team to take strict action against courier team to take strict action against courier agent as it might be possible that courier agent has delivered the item to wrong address or updated false tracking






I request you to please wait till 9 November , if you do not get the item by this date we will offer refund or replacement of the product. There is nothing to worry on it I have done all the needful for it. I am positive on it.






and in that time if you receive the item please send confirmation on [email protected] that you have received the item






Please do not worry and I will try my best to make the item delivered to you for sure before that time period











OR








it seems there is an technical issue,I will get it correct



As I can see its showing delivered on**

As I can see your order details it shows that it is shipped from amazon transport Postal Services And in case of amazon transport Services, when the packages gets delivered into their courier facility, they update the tracking as delivered.

However, they deliver the same order as soon as possible at the customer's doorstep.I am sorry for the inconvenience caused to you in this matter.
As I can see that the maximum delivery date of your is 6 May 2016 5:30 AM (IST)
So, be assured that this order will gets delivered at your doorstep on or before that date.





I have escalated this with team and requested to get it delivered within 24-48 hours also to call you before delivery moreover for you i will keep a track however I need help from you to get this resolved



Thank you I have escalated for delivery You may save this chat once completed and its my humble request to reply on the mail once you receive package or if not then also timeline is ** as per estimate timeline however I am working within 24-48 hours for you



Only you can confirm delivery that is the reason I have requested you to reply on mail because I will work accordingly for you

I can assure you that you will receive package or refund because there is no point to keep your amount for the item you rare not buying



as you confirmed you haven't received the same its not delivered yet and it may have an error update we will get it correct and also will do the needful for you.



In this case we have two options if not delivered by FRD.
1.I can request replacement if available with same seller.
2.As I can see item is available with fast delivery at your address please place a fresh order with fast delivery we will request team to waive off your fast delivery charges also to get it delivered as soon as possible.















I’m sorry that you’ve not received the item yet.





[IF SOME OTHER PERSON HAS SIGNED FOR THE PACKAGE:





I’ve checked the tracking and see that the package was delivered at the mentioned address and was signed for by [NAME ON THE TRACKING]. Please check with [your family members, neighbors and building security/reception, security and mail room] if they have collected the package on your behalf.]





I request you to please wait till [FRD] for the package to be delivered.





If you do not get the package by [FRD], please contact us.





I hope this helps.





Also, would like to inform you that we have escalated the case to our respective team to get this issue resolved on priority basis.







I would like to inform you that I have forwarded your request to our team and I request you to wait till FRD so that our team will get this issue resolved for you as soon as possible.





Sometimes a carrier accidentally scans a package as "Delivered" when it's still in transit. However, the package is usually delivered within the next few business days.In case the order is not delivered by 16th June 2017 please let us know and we'll assist you with a refund or a replacement as per your convenience.



Change the Delivery Address

I understand that you wish to change the delivery address for recently placed order. I will surely assist you in this regard.



Could you please help me with the address once so that I can check it for you?





Sir, actually the thing is that due to courier exceptions we don’t have the option to change the delivery address to a different state/city and if we try to submit the request for the change of the address it would be denied by the courier and it would result in the cancellation of the order.

I wish I could’ve done this for you however, I would like to inform you that as our systems are automated, and hence we are not authorized to make any changes in the order once it is successfully placed.





I know that you put in loads of time and efforts to place the order and cancelling it would not be the resolution here and it is requested to keep the order active at the current address where it is.

I understand that I am not resolving this concern as per your expectations however I hope that you would not appreciate someone sharing incorrect information or setting wrong expectations. We understand that we would never want to disappoint our valued customer but somehow we fail to do so due to such factors which are out of our control.





What I would do here is that I will document and forward our conversation to my counterparts in Operations Team to check and find an alternative on this as we cannot deny to work on customer’s request.



Ø The line which has been marked with the color needs to be used only when the order is placed during the sale.







Shipment is late



I have read your query completely and first off all please accept my sincere apology for any inconvenience this may have caused at Amazon.in as the order is not delivered on time.





Is this the name of the item/ Is this the order number Sir/Ma’am?





Thank you for the confirmation on this. May I please put the chat on idle mode for 2 minutes to check this for you?





I’ve checked the details of the tracking and it shows that the delivery was attempted/ no tracking for the order has been updated since (the last date of the tracking).





Could you please let me know if you’ve received the call from the courier about the attempt of the delivery?





Since there is no tracking update even after the previous request, it requires an escalation. Please allow me 2 minutes to escalate this issue to the higher management of the courier to check with the

delivery agent why the tracking of the order was updated incorrectly.



Thank you for confirming the details here on this and please be assured that I would do the best on this for you and would ensure that I leave no stones unturned until the issue is sorted out for you.





Thank you for being on hold and I appreciate your time and patience on this.





I would like to inform you that the issue has been escalated to the courier higher authorities on this and asked them to ensure that the order is delivered without any delay and issues.





Even I would be escalating this issue again and again and would ask the courier to ensure that there is no miss about the delivery and prior to that I would ask them to call you on the number that you would share with me now.





May I please know your number or the alternative number where the courier can contact you?





Thank you for sharing the details here.





I would like to inform you that the issue has been escalated to the team and we’ve asked them to update the correct tracking on the order and ensure that the order is delivered without any issues.





I know this would not be easy for you to contact us again and again and repeat the same thing on this chat and even no one likes this as well as I know that you’ve other works to do as well apart from contacting us again

on this issue and hence from now onwards I would take the complete ownership on this for you and would ensure that you would not need to contact us again on this.





I know that you’ve heard all this before and even no one likes this listen the same thing again and again however I would request you to please allow me a chance and I can assure that I would convince you with my work instead of my words on this.





If customer’s says what if it is not delivered



If it is not delivered (as per the FRD), I would process the replacement of the order if the item would be available from the same seller and if not we would process the refund for the order and would send you an email by myself as I would be following on this.



I hope you will give us another opportunity to prove the quality of our service.



Thank you for the understanding on this and I really appreciate your time and patience on this which helps us to reduce the customer’s efforts.



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Early Delivery of the order

Thank you for sharing the concern with me Sir/Ma’am and I would definitely check this for you and would ensure that the best on this is being shared with you.





I’ve checked the details of the order and I can see that the delivery date of the order is (inform the EDD mentioned).





I can well understand that you wanted the delivery of the order (as per the customers confirmed date) and this is the reason you’ve contacted us for this and be assured that I would leave no stones unturned on this in helping you out.





I would explain you the situation here Sir/Ma’am-

I would like to inform you that the delivery estimate is calculated based on multiple criteria, including the location of the inventory of the product, the delivery address, and how quickly we can put your order together and get it to the courier service. We believe our delivery estimates are accurate and try delivering the packages as soon as possible with the best of our efforts.





So, please be assured that the order would be delivered as per the delivery date promised and there would be no issues on this and moreover I would contact the courier to ensure that a proper call back is made while they attempt for the delivery of the order.





I know that the order is important for you and hence I would take this concern as mine and would ensure that you do not need to contact us again on this as I know this is very difficult for you to contact and ask for the status update of the order.





I would be following this for you and would check for the early delivery on this as we cannot deny the customer’s request, however at the same time I hope that you would understand that we too have some restrictions which needs to be followed while helping the customer as we cannot commit something false.





Thank you for the understanding on this and I really appreciate your level of cooperation on this.





Local courier hub but still not delivered

"I understand that the package is lying in same city, however, I would like to inform you that (Bangalore/Hyderabad/Other city) is a big city and most of the courier companies generally have a main Hub to collect all the packages for the city and then distribute the packages to the local courier stations in order to deliver the package.





Once the package reaches to main hub of the courier company, they will then pare the packages according to the location of the package where they needs to be delivered. Thereafter, they update the tracking for the order as “Out for Delivery” and ensure that the customers receive the update on their number about the delivery agent.





The process of paring and distributing may take some time depending upon the number of packages received by the main hub.









If the customer is ready to collect the item from the hub itself-

I know that the order is much important for you and this is the reason you're ready to take it from the hub as well but Sir I hope that you can understand that we too have certain restrictions which needs to be followed while helping our valuable customers.





What I can assure that I would try the level best on this for you and would really work on this by leaps and bounds on this to check and ensure that we deliver a Smile on your face along with the order.

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Delivery Attempted but not delivered



I’ve checked the details of the order and as per the tracking which has been updated it shows that the delivery of the order was attempted but the order was not delivered.





Please accept my sincerely apology for this on behalf of the courier.





So, I would request you to please let me know if you received any call from the delivery agent from (check for the number sent via SMS and add this).





If the customer confirms that the delivery was not attempted

Thank you for letting me know that the delivery of the order was not attempted and the courier agent has updated the tracking of the order incorrectly.





Please be assured that I would escalate this issue now to the courier higher authorities and would ask them to check with the delivery agent to check that why the tracking of the order was updated incorrectly.





Further, I would request you to please be assured that it would be my responsibility for you to ensure that you would not need to contact us again on this as I understand that it would not be easy to contact us again from your busy schedule and repeat the same story to someone else.





So to ensure this I would be checking this for you personally and would send you an email on this once I would receive an update on this.





I would request you to please wait for the (FRD as per the system) as this would be the maximum time the courier would take to deliver it, however I would like to share that if the courier fails to deliver the on the said that they attempt the delivery of the order on the next working day.





Once again, I'm sorry for the inconvenience you've had here. Your experience here has been highly unusual and is not at all typical of what you can expect when shopping with us.





In the end of the conversation please note that we need to thank the customer for his time and efforts- “I really appreciate your time and patience on this which helps us to make the shopping experience better”.



Returning to the seller/Undeliverable




I am sorry to know that the order which has been placed by you is not delivered on time and instead of that the order has been marked as returned to the seller.





Please accept my sincere apology for the issue faced by you and I can well understand that it is very disappointing to see the status updated as returned to the seller.





I've checked and can see that your order [ORDER ID] was returned to us as undeliverable by [CARRIER]. Orders can be returned for a number of reasons including lack of address information or failed delivery attempts. Labels can also become smudged or torn in transit, making the delivery address incomplete.





I know this is disappointing to see the status updated as returned to the seller and even this is more painful to not to get the call from the agent about the delivery of the order.





What I would do is that I would be escalating this issue to the team and would ask them to check with the delivery agent and ensure that the same is not repeated again.





Now coming to the resolution on this I would like to inform you that I would create the replacement of the order if the item would be available from the same seller and if not we would process the complete refund for the order once the order is being returned back to the warehouse.





Check for the replacement


I am glad to inform you that the item is available with the same seller and I would create the replacement for the order now.





The replacement for the order has been done and the #Order-No and it would be delivered to you by the EDD.





I know that the item is important for you and it would be very difficult for you believe me on this after the previous experience on this, however be assured that I would do the best of my best on this for you and would make sure that this time the same is not repeated and the order is being delivered without any issues.





I would be checking this for you personally and would escalate this again and again if needed and would ensure safely delivery of the order and once it would be delivered I would send you an email on this.

I hope this helps.





If the replacement is not available –

I’ve checked the details of the order and unfortunately as [this is a seller fulfilled order/this is an Exchange Offer order/the item is now out of stock with the original seller/the return policy for this item states that it's a refund-only item], we aren't able to create a free replacement for you at this point of time.





Since the replacement of the order is not available at this moment the order would be refunded once the order would be delivered back to the warehouse and once it would be done you would receive the confirmation email on this.





If the customer is adamant for the replacement only –

I know this is very much disappointed to know the item not getting delivered even after paying for the order in advance and I know that you’ve not paid to get the refund however at the same time I hope that you would understand our work limitations on this as we cannot promise something which cannot be fulfilled.





I will consider your feedback about the refund-only policy on this item forwarded our conversation to my counterparts in Operations Team as it’s always important for us to hear how customers react to all aspects of shopping at Amazon. Customer feedback like yours helps us continue to improve the selection and service we provide.

We really appreciate your level of understanding and cooperation on this



know it is not easy to hear the same thing again and again and even no one likes it.



But I can assure that I will convince you with my work instead of my words.



Without wasting your more time and making you more frustrated let me do all need full for you but the most important, I need your trust with me. I know it is difficult but please trust me once so I can do all for you and will able to change your experience.



I request you please do trust me once and please provide ma last chance to change your experience with us, so that I can do all the needful for you.



I know its difficult to trust me again However, please give me last chance and I am assuring you that I will definitely try to make your experience better with us.



I can certainly understand that your inconvenience has reached to its saturation point and you're extremely disappointed with this, but please give me last chance and I am assuring you that I will definitely try my best to change the negativity you have experienced.



If I relate it to myself I can completely understand how frustrating and annoying the situation can be when something like this happens but believe us it was never our intention.



Denial



I can understand your concern, I am doing all I can to get the issue resolved at the earliest. However, at this point of time I am sorry I cannot take any action until I receive a response from the investigation team.



Thanks to our customers



Thanks a lot, you are an esteemed customer and I highly appreciate that.



WMS:



I am really sorry on behalf of the courier and I will surely ensure that this time this is not repeated , As in I will be taking the matter and escalating it so that this is looked after And the delivery is done and the tracking is updated within 24-48 business hours.



As I check the details for you and as per your information provided to me I do see the tracking details is not updated thus in this case What i will do for you is that i will get in touch with the courier and get this matter escalated as well with the logistic team







WMS: Order Delayed or any issue from the courier side



We make every attempt to ensure that your order is delivered to you on-time to your doorstep. However, sometimes packages might be delayed due to some unforeseen causes beyond our control.



But this is not an excuse and I would make sure that the matter would be highlighted not only with the higher authority of the courier team but also with our management team so that it would not be repeated with another customers.



We are improving and it is because of you, your feedback.



It is correct that I can not change what has happened but from onwards, it is my duty to resolve the issue.



We monitor the service that all our carriers provide and if we feel that it reflects badly on us, we'll make sure corrective actions are taken. Your feedback will be used in our efforts to improve the service for everyone.



Shipment



Your order has entered the shipping process and is currently being packed for delivery. Your package should be leaving our fulfillment center shortly; as soon as it has, we'll send you an e-mail message confirming the date, contents, and method of your shipment. Your order could ship any time from onwards so that you would receive the product as per the Estimated Delivery Date at any cost.



Our fulfillment centers process a high volume of shipments daily, and we work very hard to make sure every customer's order gets out the door as quickly as possible. I do apologize for the wait but we will not delay it so long we miss the estimated ship date we have given you in your confirmation email. This is still considered on time.



Please be informed that the delivery estimate is calculated based on multiple criteria, including the location of the inventory of the product, the delivery address, and how quickly we can put your order together and get it to the courier service. We believe our delivery estimates are accurate and try delivering the packages as soon as possible with the best of our efforts. I can assure that you would get the product as per the Estimated Delivery Date at any cost.



Returning to seller



I wish I could do it for you to make you happy However, it is not possible to resend the order again as it was returning to seller, I hope you will understand the situation and my limitations in this regards.



Online transaction: Safe or not



We are committed to ensure 100% Purchase Protection for your shopping done on Amazon.in so that you can benefit from a safe and secure online ordering experience, convenient payment options such as cash on delivery, easy returns and enjoy a completely hassle free online shopping experience.



I can assure that there is no one who can hack our website, so please be assured your details are hundred percent safe.







Refund: Focus on NEFT but please don’t offer cheque option at any cost



A cheque needs 2-3 business days to be dispatched and around 7-9 days to reach. On the other hand, if you add a bank account, the refund through NEFT will reach you in 2-4 business days.







Return time why

It may take 5-10 business days for the item to reach us. However, this is the maximum time considering the distance between the fulfillment center and the delivery address. For example, if a product is being sent to Delhi from the delivery address of Delhi, the refund is initiated within 1 day. It was just an example.



We don’t take so much time but it is my duty to give the correct details else it sets the wrong expectations.



As soon as the package would reach to us, you will receive an auto-generated email and full refund will be issued automatically. The refund will be credit back to original payment method.



EDD long why The delivery estimate is calculated based on multiple criteria, including the location of the inventory of item, the delivery address, and how quickly we can put your order together and get it to courier. We always try to deliver the packages before or by estimated delivery date.However this is the maximum time by which we expect the delivery of your package. Mostly the packages are delivered before estimated delivery date.We will try our best to deliver the package as and when it reaches the local courier hub. I am really sorry for the trouble faced by you in this case.



We dispatch the order from the nearest Fulfillment Center depending on the item's availability and volume of order requests we receive. Rest assured, we try to provide the best estimates and may deliver the item(s) before the estimates given.



Reached to local hub still not delivered

Actually, we might be waiting for few other shipments to deliver in the near by location and hence we might be holding on to this order so that we can ship them all together. Please do not worry at all. I am contacting the courier right away I would request them to get it delivered to you with utmost priority.







Delivery attempted

Paraphrasing

I am sorry to know that you have not received your orders as yet. I will certainly sort out the issue in best possible ways.



Can you please allow me a minute while, I look into this for you ?



After two minutes

Thank you for your time.