Notes

As a token of apology, I am issuing GBP 5 promo in your account and it will automatically redeemed on your next order sold and fulfilled by amazon.
Does this resolves your concern?

Do you wish to get the refund in Gift card or payment card?
I've successfully processed full refund for this item and it will reflects within 5-7 business days in your original payment method.
You will also receive confirmation email for this shortly.

Hello there,
I will be glad to help you with, " ".
May I know your concern please ?

As I've checked that this item is sold by Seller and fulfilled by Amazon, you're welcome to return the item for a full refund.
As an exception, Would that be helpful if I initiate full refund for this item right away and you don't need to return the item as well ?
Just keep or donate the item as per your convenience.

I'm sorry to hear the issue with the item.
I'll surely sort out the issue for you.
Please allow me a moment to check the order details.

I'm taking this feedback and we will surely work on this so that our valued customers like you will not face such issues.
In this case, I have two options for you.
Replacement or Refund for this item right away for you.
Which is the best option for you?

You're welcome.Thank you so much for contacting Amazon.Have a lovely time ahead!
Bye take care. God Bless You.

I'm sorry to hear about you have not received the order yet.

I'm sorry to hear about you have not received the order yet, although it shows delivered.

Please allow me few minutes while I check your chat with our previous representative.

Thanks so much for waiting.

Thank you.

Thank you so much for waiting.

My pleasure.

You're welcome.

You're most welcome.

Let me check the details.
I will surely help you.

Please bear with me.

Thanks for waiting.

Thank you so much for your patience and understanding here.

This chat is recorded and I will send you the email confirmation right after this chat ends.

You will get the email with the returns label link shortly.

I will send you the email confirmation regarding refund shortly.

This chat is recorded and if you wish you may save this chat transcript for your records.
You will get the option to save the chat transcript on the upper right corner of the app window.

Thanks for your patience and understanding. It was really pleasure talking to you.

I hope I was able to address your issue and resolve it?

Hope this resolved your issue?

I hope the resolution I've provided is satisfactory.

Are you satisfy with the resolution I've provided?

I hope this solve your problem and concern.

Thank you.

You are most welcome.

My pleasure.

Is there anything else I can help with?

Apart from this, anything else for today?

Should you need anything else, feel free to reach back out.

It was my pleasure assisting you. Message us should you need anything further.

It was my pleasure assisting you.

Thank you so much for contacting Amazon.
Have a lovely time ahead!
Bye take care.

It was my pleasure assisting you.
Bye, goodnight take care!

Hello ! I'll be taking over this chat from here. Please allow me a moment to go through previous conversation

For security reasons, please provide the last 4 digits and expiration date of a credit card or bank account associated with your account.


TRANSFER NOTES
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
I can understand this and would like to apologize.

We have the separate team to look into this.

I will forward this contact to the relevant team and they will get back to you via email within 24 hours with all the details.

I would appreciate if you could allow them little longer.

We are from the retails team and to assist you better, I'm transferring this contact to relevant team.
They will help you.

In this situation, to assist you better I need to arrange a call back.
Kindly provide me your contact number.

Your call is now connected.


ACHNOWLEDMENT

>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>

I'm sorry to hear about you have not received the order yet.

I'm sorry to hear about you have not received the order yet, although it shows delivered.

I'm sorry to hear the issue with the item.

Please allow me a moment to check the order details.

I'll surely sort out the issue for you.


Please allow me few minutes while I check your chat with our previous representative.

Thanks so much for waiting.


>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>

DELAY IN DISPATCH

>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>


Sometimes the item not available at your nearest center hence we have to arrange it from the different one.

This takes little longer to dispatch your order.

System provides you the date as per that.

I can see that the item has been placed on .... for the Expected delivery date

And once our customers placed the order successfully. We sent the email confirmation.

The email sent to you on ....

There its mentioned as

I would personally like to apologize for this situation.

And really appreciate if you could wait little longer.


Let me take this ownership for you.

I will contact the dispatch team and will ask them to look into this.

Once the order will dispatched, you will get the email confirmation.

I will keep an aye on your order and will contact the carrier to request them to make this delivery asap once dispatched.



>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>

RETURNLESS REFUND

>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>


Usually we need the item back to us for the refund.

However in this situation, To avoid the hassles of returning this item.
I'm making a one time exception for you.

On this occasion there's no need to return this item to us. Please either keep it or dispose of it at your convenience.

Given the nature of the defect, it may not be safe to return, therefore we recommend that you reach out to your local hazardous waste authority for disposal or recycling guidance.


You are welcome to dispose off that.

I'm going to request the full refund right away.

If you wish you may place a new order as per your convenient.


And request you to kindly place a new order.


>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>

RETAIL WMS:
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>


Firstly would like to apologize with this delay.

Tracking is update as in transit.

I can see the tracking and it shows out for delivery. Please do not worry I'm positive you will get the order today very soon.

Tracking is not updated after

Hence I'm unable to confirm you the location of this item.

I can understand the urgency of this item however personally do not wish to make a false promise for today delivery.

Let me take this ownership for you.

I will contact the carrier, will mention them that you need the item urgently.

And request them to make this delivery at the earliest.

I would really appreciate if you could allow the carrier little longer.

Please be assured I will do my best to get your parcel at the earliest.

If you wish you can provide safe place or neighbors door number. I can update the carrier to leave the parcel there if in case no one in.


DNR:
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
Tracking updated as delivered on

Did you check it with your neighbours and safe place?

Okay thanks for the information.

Please do not worry.
Let us investigate it with the carrier, I would appreciate if you could allow us 24-48 hours for this investigation.

If in case you will not get the item, kindly contact us.
We will help you further.

Please do not worry.
Let us investigate it with the carrier, I would appreciate if you could allow us 24 hours for the investigation.

No worries,I can issue the replacement or refund as per your convenient.

May I know your best choice please?

No worries, let us investigate it with the carrier.

I would really appreciate if you could allow us 24 hours for this investigation.

I would really appreciate if you could until

If in case you will not get the item within this time,please let us know.

We will help you further.

Thank you so much for your patience and understanding here.
I really appreciate it.


FBA REPLACE NO
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
We can replace the items, if sold directly by Amazon.co.uk.

In this case your item was sold by the seller and is listed as ‘Fulfilled by Amazon’.

These items are owned by third-party Sellers who store their stock in our Amazon Fulfilment Centres,
and allow Amazon to deliver their products to you.

As Amazon don't own this stock, a return in exchange for a refund is the best option we have to resolve this issue for you.

We appreciate you may have preferred a replacement and apologise that this isn't possible in this situation.

The best I can create a prepaid returns label to return the item for full refund.

The best I can issue the refund for you.

And if you wish you can place a new order.

Do you wish to get the refund in Gift card or payment card?
I have requested refund of in your Amazon Gift card balance.
This amount will be added to your Gift Card balance within 24 hours.
To access your Gift Card balance, click Your Account at the top of our website. Under 'Payment & GC', click Your Account, click on Gift cards and Top Up.

Once you will try to place a new order, just select Gift card payment method.
The amount will apply automatically on your order.

Payment card refund takes 5-7 business days to reflect in your account.
Once your refund has been completed by us, please allow your bank between 5-7 business days to process it.

You can check it from your new bank statement.

You can view completed refunds in Your Orders by selecting "Order Details".

I'm sorry, it is a standard banks timeline.

Would that be fine?

Shall I proceed?


MARKETPLACE SELLER:
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
I can see that your order was placed with a Seller on Amazon Marketplace.

Items ordered via Amazon Marketplace aren’t directly fulfilled by Amazon, and so the best option in this case is to contact the Seller directly.
If you wish I can contact the seller on your behalf and

And request them to look into this.
I would appreciate if you could allow the seller up to 2 business days to reply to the e-mail we've sent on your behalf
Although in most cases you'll receive a reply much sooner.

If in case you will not get the reply within this time, Or the reply will not satisfactory.
Kindly let us know.

We will help you to file the a-z claim against the seller for reimbursement of this order.

As when you purchase from a seller and make your payment via the Amazon.co.uk website,

the condition of the item you buy and its timely delivery are guaranteed under the Amazon A-to-z Guarantee.

In this case, the best I can suggest you to file the a-z claim against the seller for reimbursement of this order.
If you wish I can process it on your behalf.
Shall I?


I have filed the a-z claim against the seller for the reimbursement of this order.

Guarantee claims generally take from 1-2 weeks to be investigated.

However please make sure this is the maximum time we would ask you to wait.

As soon as the issue will be investigated from the seller.

The a-z claim team will get back to you via email with the reimbursement details.

I would appreciate if you could allow sometime to the team to look into this.


APOLOGY/ CARRIER COMPLAINT/ COMPENSATION
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
APOLOGY STATEMENT :

I'm really sorry for the inconvenience.

Please note that its not our intention to cause any sort of inconvenience to you.

Please rest assured that I'll do my best in this case to get it resolved in the best possible way.

I can completely understand. If that happened to me, I'd be really upset too. I can imagine how frustrating that must be.

I'd love to help you right away however, I am uncertain as to how would you like us to proceed in this situation.

I can understand, if something could have been done in this case I'd definitely done it for you.

We didn't intend for this to happen and I hope you'll give us another opportunity to prove the quality of our service to you.

I'm sorry I couldn't be of much help as our policy restricts us to take any action.

I hope I'll be in a better position to help you in future.

We aim to provide the best service that we could offer for our valued customers like you, and it would never be our intention to disappoint you.


CARRIER FAULT:

I'm taking this feedback and we will surely work on this so that our valued customers like you will not face such issues.
While we ensure that most of the parcels are delivered on time, a very few parcels are delayed in transit or delivery process by the carrier which are beyond our control.

I hope you'd understand that as we're online retailers so we need to depend on carriers for prompt delivery.

We'll take every possible action from our end to avoid such scenarios in the future.

I'll escalate this matter to our transportation team and can assure you that we'll take appropriate action to make sure such thing will not happen again.

We take full responsibility if any item becomes lost during delivery. In the unlikely event that you haven't received your parcel by tomorrow, please let us know by contacting us back and we'll be happy to issue a replacement or a full refund.


FEEDBACK:
Thanks for bring it to our attention, your feedback is considered and I'll forward it to the relevant department.

I will forward this to our appropriate department who will be glad to review your suggestion. Customer feedback such as yours helps us to continue improving the selection and service we provide.


COMPENSATION
We would never want to disappoint a valued customer like you. I can assure you that we will do everything we can to help make your next experience more rewarding.

I can understand this must caused you an inconvenience.

To sum up with this, I would love to extend your prime membership by 30 days.

Would really appreciate if you could accept this as an apology.

To sum up with this, I would love to offer you a Gift card of GBP 5.

To sum up with this, I would love to offer you a promotional credit of GBP 5 which you can use of your future purchases which are sold by Amazon.

You can use this for your next purchase.

Please make sure the item should be sold and dispatched by the amazon.

As promised, I have extended the prime membership on your account by 30 days.

You can check it from your account.

I understand inconvenience in this case and try to help make up the inconvenience I'll add a promo gift card of £XX to your account which you can use of your future purchases which are sold by Amazon.

I understand inconvenience in this case and try to help make up the inconvenience I'll refund delivery charges on this order.

I understand inconvenience in this case and try to help make up the inconvenience I'll extend your Prime for 30 days.
I'd like to apologise for this and to help make up for the inconvenience, I've extended your Amazon Prime membership by 30 days. You can review your renewal details in Your Account section of your Amazon.co.uk account. The membership will now renew on

In this case I'd request you to kindly place a new order and let us know the order number, we'll remove the delivery charges from the order.


Collection Email:
Hello [ ],

Greetings! Neelam here from Amazon Customer Support.

I'm sorry to learn about the difficulties you have experienced in returning your [Item name].

I understand that you are experiencing difficulties in returning the parcel to our FC and you would like to arrange a collection for the item.

I'd love to arrange the collection for you, however, currently we do not have any collection facility available for your order.

Please understand our limitations in this situation. In this case, I'd like to suggest you to arrange a manual collection with one of the following carriers and return the item to us:

http://www.parcelforce.com/

https://www.parcel2go.com/services/heavy-parcel-delivery

https://www.parcelmonkey.co.uk/dxfreight

http://www.tnt.com/express/en_gb/site/home/send-parcel-now.html

These are the specific carriers who also deal in heavy parcel collection and delivery service. Please be informed that this process will be chargeable for you and any postage charges that you incur for this return will be refunded. You can track the item using the carrier's online tracking service.

Please return the package to us at our address below:

Amazon.co.uk Customer Returns

Amazon Way
Dunfermline
Fife
KY118ST

Enclose a note with your order number and wrap the parcel securely. Our returns center will need the order ID to process the return.

If you could confirm the costs you incurred in returning the item, we’ll be glad to reimburse your return delivery costs. Please reply to this e-mail and attach your receipt to the reply as a PDF, JPG or PNG file.

If you have any further questions please contact us by replying to this e-mail and we’ll do everything we can to help you.


Thanks for your patience and understanding. We look forward to seeing you again soon.