Notes

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MU
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Order ID:
Issue:
Actions Taken:
Promises Made:

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Order ID:
Issue:
Actions Taken:
Promises Made:

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Order ID:
Issue:
Actions Taken:
Promises Made:

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Hi, _________. How may I help you today?

Hi, _________. How may I help you with _________?

Hi, _________. Please allow me a moment to go through the previous conversation.


Thank you for waiting.

I believe that you are referring to this item:


Please allow me a minute or two while I check this.

Please allow me a couple of minutes while I check this.


Would you like the refund in your original payment method or in your gift card balance?


You're welcome.

Is there anything else I can assist you with today?


You’re welcome. Apart from this, Could I be of any further assistance for today?


If you still need any further assistance, please do not hesitate to contact us. Thank you for contacting Amazon.

Since you don’t need anything else, I’ll close this conversation. Feel free to contact us again if you do have any additional questions.


Thank you for contacting Amazon. Goodbye!

Thank you for contacting Amazon. Goodbye for now!



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Shipment not delivered, past delivery date :

Thank you for waiting.

As you have yer not received this order and as there is no update in the tracking, I can consider this package as lost in transit.

In this case, I can go ahead and issue a refund for this item.

Furthermore, you can place a new order for this item that is fulfilled by Amazon now with fastest shipping option and I can waive off or refund the shipping charge for you.

Is it okay with you?

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Fba replace no :

Thank you for waiting.

I've checked your order and see the item was ordered from _______, a seller on our website.

Because sellers' inventories are constantly changing, we can't replace items sold by them that are Fulfilled by Amazon.

In this case, I can go ahead and create a return label for you to return this item for a refund.

Furthermore, you can place a new order for this item that is fulfilled by Amazon now with fastest shipping method available.

If there is any shipping charge, I can waive off or refund the shipping charge for you.

Is it okay with you?


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Order estimated delivery date is later than expected :


Thank you for waiting.

This kind of delay usually does not happen. However, due to some weather conditions there is some delays in the shipping of some orders. That is a temporary issue.

I can see you have been an old standing customer with us. Your ongoing patience, support and understanding would be appreciated on this matter.

I would request you to please wait for your order till the estimated delivery date.

To compensate for the delay, I can go ahead and issue a partial refund of $5.00 for this order.

Is it okay with you?






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Chat
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Thank you for being a Prime member.


I am sorry to know that you have not received your order. I will surely check this and assist you.

I am sorry to know that you have not received your order even though it shows it's been delivered. I will surely check this and assist you.

I understand that you want to know the status of your order. I will surely check this and assist you.

I am sorry to know that you have not received your order. I'll surely look into this.


Thank you for contacting Amazon. How may I help you today?

Thank you for being a valuable customer.

Thank you for confirming.

Thank you for being on hold.

Thank you for waiting.

May I have the order number?

Could you let me know the item name or order number?

May I know the item name or order number?



I believe that you are referring to this item:

Are you referring to this item:


Could you please hold for a minute or two while I look into the details and check this for you?

Could you please hold for a minute or two while I check this order?


May I place you on hold for couple of minutes while I check this?

Could you please hold for two minutes while I issue a refund?

It will take a few minutes to research. I will be back with you shortly.


You are welcome.

Is there anything else I can assist you with today?

We look forward to seeing you again soon. To close this window, please click the "end chat" button.

It was a pleasure assisting you today. Thank you for contacting Amazon. Please click on the "End Chat" to close this window.


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Refund :

I can issue a refund to either your original payment method or as an alternative to your original payment method, you can receive your refund on Amazon Gift Card to expedite your funds availability. Which method would you prefer?


I have requested a refund of $ to your original payment method. This refund will appear in the next 3-5 business days as a credit on the original payment method used for the order.

I have requested a refund of $ to your original payment method. You'll see the refund on your credit card statement in the next 3-5 business days.

I have requested a refund of $ to your original payment method. You'll see the refund on your PIN-less debit card within 10 business days.

I have requested a refund of $ to your gift card. It will appear within 1-2 hours to your gift card balance.

You can view your balance and usage history in Your Account here:

https://www.amazon.com/gp/css/gc/balance/

Your gift card balance will be automatically applied to your next eligible order. If you don't wish to use your gift card balance, you'll see an option to choose whether you'd like to "Use your Gift Card or Promotional Balance" on the "Select a payment method" page. Any unused gift card balance will remain in your account until it's applied to an order.


I have created a replacement for this shipment at no additional charge with a Guaranteed delivery by ______________.

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I am really sorry that your order is delayed, I understand that you need it to be delivered on the promised date. Trust me, we make every single attempt to deliver the package to you on the date promised and delay usually doesn't happen. However, there are some rare cases where in delay does happen.


I'm sorry you didn't receive your package, even though tracking says it's been delivered. Sometimes a carrier accidentally scans a package as "Delivered" when it's actually still on its way. When this happens, we expect the carrier to deliver the package within one business day. In this case I would suggest you to please wait till _______________ for the item as sometimes late orders do get delivered after delivery date has passed. To help compensate for the delay, I can go ahead and issue a $5.00 promo credit to your account.

To help compensate for the delay, I can go ahead and issue a partial refund of $5.00 for this order.


On this occasion, we don't require you to return the original. You're welcome to keep, donate or dispose of it - whichever option is most appropriate and convenient for you.

I can see you have been an old standing customer with us. Your ongoing patience, support and understanding would be appreciated on this matter.

I want to let you know that there is a representative that is looking through every concern that you are sending on Amazon and your e-mails are not being ignored as they were being analyzed and resolved in the best way that we can.

Your patience, cooperation and understanding is highly appreciated in this regard. We appreciate your business and look forward to serving you again in the near future.

I realize that at this point of time asking you to write back to us again would be disappointing, but please understand that that it is very important for us that we provide you with accurate and expedient resolution and we find this is the best way to be certain that your issue is resolved more appropriately.

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. Please accept my sincere apologies for this.

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Thank you for waiting.
I have checked your order. As the item is damaged, I have two options for you.
First, I can go ahead and create a return mailing label for you to return this item for a full refund.
Second, I can issue a partial refund of $10.00 for it and you do not need to return it. You can keep the item.
What would you like?


Thank you for waiting.
I have checked this order and the return window of this item has expired on ________________. However, as you are our valuable customer, I have created a return mailing label for you to return this item for a refund via Ups drop off.
Here's the link to print the label:


Thank you for waiting.
I have checked your order. As per the tracking, it seems that this shipment has been lost in transit as there is no update in the tracking.
In this case, I can go ahead and either issue a refund or a replacement for this item.
What would you prefer?

Thank you for waiting.
I have checked your order. As per the tracking, it shows Delivered. However, as you have not received it, it seems that this shipment has been either lost in transit or delivered to a wrong address.
In this case, I can go ahead and issue a refund for this order.
Is it okay with you?


Thank you for waiting.
I have checked your order. As per the tracking, it seems that this shipment has been stuck in transit and got delayed. However, it is still expected to be delivered by Tuesday, April 3, 2018. Hence, I would request you to please wait for the package till then. To help compensate for this delay, I can go ahead and issue a $5.00 promo credit to your account.
Is it okay with you?


Thank you for waiting.
I have checked your order. As per the tracking, it is showing delivery attempted, however, it seems that this shipment could not be delivered due to a carrier issue and got delayed. It is still in transit and expected to be delivered by Tuesday, April 17, 2018. Hence, I would request you to please wait till then. To help compensate for this delay, I can go ahead and issue a $5.00 promo credit to your account.
Is it okay with you?



I have checked your order and as per the tracking it shows Undeliverable - Incorrect Address. In this case, I would suggest you to once contact the usps carrier while I am still connected with you over the chat and confirm what issue they got and if they can redeliver and then let me know what they say, so that I can assist you further.
Carrier phone number: 18774101217.
Are you able to call the carrier now?


Packages are occasionally left with neighbors, a building manager, or your mailroom. Just to confirm, did you check the areas such as a porch, garage, or even behind bushes as well as with anyone who may have received the package on your behalf?


I would have made a replacement for you. However, I've checked your order and see the item was ordered from STUFF CENTRAL, a seller on our website. Because sellers' inventories are constantly changing, we can't replace items sold by them that are Fulfilled by Amazon.
In this case, I can issue a refund for this order.
And if you still need the item, you can place a new order for the item that is fulfilled by Amazon with fastest shipping available. If there is any shipping charge, please contact us when your order is delivered, we will refund the shipping charge.
Is it okay with you?


I would have made a replacement for you. However, I've checked your order and see the item was ordered from STUFF CENTRAL, a seller on our website. Because sellers' inventories are constantly changing, we can't replace items sold by them that are Fulfilled by Amazon.
In this case, I can issue a refund for this order.
And if you still need the item, you can place a new order for the item that is fulfilled by Amazon with fastest shipping available while I am still on chat with you. If there is any shipping charge, I can either waive or refund the shipping charge after it is delivered.
Is it okay with you?


I have checked your order. I am sorry, this item's temporarily out of stock. Our supply of some items is limited, and these products sell out quickly. However, we'll do our best to get the item for you, as soon as it is available, it will shipped and you will get an email confirmation.
However, for the delay, I can issue $10.00 to your gift card balance.
However, if you do not want to wait for this item more, I can cancel this order and you can place a new order for any similar item that is fulfilled by Amazon, I would offer you 15% refund on that order after it is delivered.
Is it okay?

We do not have an option to choose a specific carrier. As the items are shipped from different fulfillment centers as per availability and the best carrier is assigned to ship the package from a particular fulfillment center to the shipping address.


Transfer phrase :

Let me connect you to a member of the team that will be best to help you with this. It will only take a moment.


Follow up:

I'm writing to follow up on your conversation about the [shipment of / delivery of / refund for] your order# [ORDER NUMBER].


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EMPATHY, SORRY AND RAPPORT BUILDING

I totally understand your situation. If I was in your shoes I would feel in the same way.

We believe in a life time customer that is only built on a foundation of trust. Please leave it on me and I’ll get this fixed for you.

I can see you have been an old standing customer with us. I truly value my customers and always try our best to get the issue resolved right first time.

This is what we do not expect our customer to face. I sincerely apologies for the inconvenience caused to you in your order experience.

We certainly don't want our customers to experience this. Please accept my sincere apologies for the inconvenience caused to you thus far. I do understand how frustrating this must have been to you. We value our customers' trust above all else--it is the foundation upon which Amazon.com was built. Please know that this situation was the result of a combination of technical and human errors, and that in no way did we intend for this to happen.

I'm sorry if this would not be answering your query directly but we have to ask for specific and accurate details so that we may assist you precisely. This to avoid the inconvenience of providing the wrong information or taking the wrong action.

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PRESHIP:

I have checked and found that this order has already entered into shipping process. However, It has not been scanned yet. Once it will be scanned and tracking number will be generated. We will send you a confirmation e-mail.

I have checked the order and can see that your order has been delayed due to carrier's issue and can confirm that your order will get delivered within 24 hours. If you wish, I can send you a replacement order for the items, however in that case, you might receive two orders for same items and get into the hassle of returning one back to Amazon.

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Waiting period : ( when RED LINE is on the order)

I'm sorry to hear you didn't receive your package, even though tracking says it's been delivered. Sometimes a carrier accidentally scans a package as "Delivered" when it's actually still on its way. When this happens, we expect the carrier to deliver the package within one business day. In this case I will suggest you to please wait until "Friday, December 20, 2013 12:00 AM (PST)" for the item as some times late orders do get delivered after delivery date has passed. If you want I can send a replacement order or issue a full refund however in that case you might receive multiple packages for the same item and will get into the hassle of returning one package back to Amazon. Hence I suggested you to wait until ( FRD) before requesting for a replacement or a refund.



I'm sorry to know you didn't receive your package, even though tracking says it's been delivered. Sometimes a carrier accidentally scans a package as "Delivered" when it's actually still on its way. When this happens, we expect the carrier to deliver the package within one business day. In this case I will suggest you to please wait until Thursday, October 12, 2017 till 8:00 PM for the item as some times late orders do get delivered after delivery date has passed.
To help compensate for this inconvenience and delay, I can issue $20 to your gift card.
If you don't receive the package by today 8:00 PM, please contact us tomorrow, we will help you with the refund.
Will this work for you?

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Item unavail on website:

I would like to inform you that that this item is currently out of stock, many customers are looking for this item, we have already forwarded request to our supplier, once we get this item from them, we will update this information on website. I am sorry for the inconvenience. The availability of the items on amazon totally depends on manufacturers and distributors. We are only retailers. There is a huge demand for this item and manufacturer is not able to supply this item in large quantities and it will take 1-2 weeks as buffer time to procure this item from them, we know that procuring this item from them will give us good business so we are trying
our best to procure it as soon as possible. I hope you can understand.

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Back ordered :

I've checked and found that the item is back ordered. I am sorry for the delay. We certainly did not expect this to happen. We are waiting for the inventory of the item. We will ship the item as soon as we have the item in stock. I know, we can not compensate you for the inconvenience. However, just to make up for this,

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Buttering :

I hope that you will honor us with another opportunity, to prove the quality of our service to you in the future as we look forward to seeing you again soon. One of our aims at Amazon is to provide a convenient and efficient service, in this case, we haven't met that standard, I'm truly sorry for the disappointment.Thank you for your understanding.

Please consider this as isolated event. I'll go ahead and send a report to our higher team to prevent this from happening again.

I can understand the situation from your prospective. On a personal level I seriously want to offer you more however I need to abide by the
process guidelines. I hope you understand.

I have checked your cancelled order. I totally agree with your concern and I am extremely sorry for the disappointment caused on this order experience. I can see that you're Amazon's loyal customer and we want to retain you as a customer for future.

Thank you for contacting Amazon and letting us know about the issue you had with the seller. I will forward it to appropriate team and will make sure a strict action is taken against the seller so it doesn't happen with you or other customer's on Amazon.

I will take the ownership of your order now and will make sure it gets delivered soon.

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Authorization explain :

I've verified that your order has been canceled and you have not been charged. It seems like an authorization charge is still on your card which will be removed by your bank. When you place an order shipped and sold by Amazon.com or one of our merchant partners, we contact your bank for a purchase authorization to verify your card but don't actually charge you until the order ships. Some banks may hold funds in your account for these authorizations for between even if the order is canceled. You'll need to contact your bank for assistance. They can tell you why funds on your account may be unavailable and clarify how long they hold payment authorizations for online orders.

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Charge decline :

I can see that your bank is not able to authorize the charge sent by amazon for the order. You need to contact your bank so that the charge can be authorized or you can change the payment method of the order to get the order authorized.

Close account:
You need not to worry, I have send an email to you. Please click on the link and send a request to close account team. Within 24 hours, your account will be closed.

Prime cancel:
I've canceled your Amazon Prime membership.
You'll receive a refund of $[AMOUNT] for the Amazon Prime membership fee. Refunds typically process within3-5 business days and appear as a credit on your statement. You'll receive an automatic confirmation e-mail when the refund is processed.


Andon Cord
Thank you for contacting Amazon and letting us know the issue with the item. It seems like the item has some defect and it needs to be corrected, hence I will forward an email to inventory team to get the item corrected. Hence we wont be able to send you the replacement order before item is corrected and checked. However what I will do is, I will issue a full refund for the item to your payment method and you're welcome to keep the item or dispose it off.


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TWO DAY SHIPPING


Two day shipping does not means that the item will be delivered in two days it rather means that the order will take two days in transit. That is why it is called two day shipping and not two day delivery.

The delivery date is calculated based on a few different things, including the location of the inventory of item, the delivery address, and how quickly we can put your order together and get it to carrier. In my experience, the dates we provide are very accurate.

Our delivery estimates are based on item availability and selected delivery speed. The most up-to-date delivery estimate will display during checkout.
If an item isn't readily available, shipping selections may reduce shipping transit time , but won't impact how long it takes us to obtain the item or prepare it for shipment.

You'll see an estimated shipping or delivery date for each shipment on the order summary, just before you place your order. An estimated delivery date (or date range) will also appear in Your Orders after you've placed your order.

Delivery estimates are calculated by taking the estimated shipping date and adding the transit time (the time it takes a package to travel from our facilities to your destination address), based on the shipping speed you've chosen. The transit time is calculated using business days, meaning Saturday and Sundaydon't count toward the transit time (unless we've specifically offered a weekend delivery during checkout). Holidays are also taken into account when calculating the transit time.

Selecting Two-Day shipping will reduce the transit time to two business days after we've shipped your order, but it won't impact how long it takes us to obtain the item or prepare it for shipment. The shipping method time starts when the item ships. For example, it will take up to two business days after an item ships to reach you with Two-Day Shipping.

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GIFT CARD NOT RECEIVED - GC PENDING VERIFICATION

I have checked your order and found that you have used a new credit card on the order. I'd like to inform you that when you use a new credit on Gift card order, the chances of getting unauthorized charges on the credit card is higher if we process the order with automated authorization on the card. Just to avoid those charges, Amazon process those orders via Manual review process and take Manual Authorization from your bank which usually takes 4 hours of time. Once the bank provide us the authorization, the order gets processed and gift card gets sent to the recipient's e-mail address.


ACCOUNT SECURITY

In order to access your account, I need to verify some information. Can you please confirm the complete name, e-mail address, and billing address on your account?

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

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TWO DAYS SHIPPING _ PRIME SHIPPING COMPLAINTS

I'd like to inform you that Prime shipping reduces the transit time taken by the carrier from the date of shipping. Moreover, the delivery estimated dates depends upon the item's availability at the time of shipping.

A package shipped on Friday via One-Day delivery will normally arrive on Monday, the next business day. However, packages may be delivered on Saturdays and Sundays in certain areas and the option to select delivery on those days during adding your address.


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(PRIME CHARGE WHY)

I've checked your account and can see that you have signed up for Amazon Free trial for 30 days and since the auto renew option was turned on. You were charged when the trial period ended.

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(WHAT IS $99 CHARGE FOR) - CANCEL PRIME

It looks like the $99.00 charge is for an Amazon Prime Subscription. You signed up for a Free Trial about a month ago. After 30 days, the trial is converted to a full year long Membership for $99.00.

I've canceled your Amazon Prime subscription. You'll automatically receive an e-mail message confirming your full refund of the $[AMOUNT] membership fee. Refunds typically process within 3-5 business days and appear as a credit on your bank statement.

I am so sorry to hear you wish to cancel your Prime Membership. I absolutely love the benefits that come with mine. So, If you should change your mind in the future, you can sign up again at any time. Now, let me pull up your account to see what we can do to help with your request.

Amazon Prime is a Program with several great benefits. You will get free two days shipping, free streaming on Amazon Instant Video, free photo storage, and access to a huge music library through Prime music

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FEEDBACK PHRASE

We truly value this kind of feedback, as it helps us continue to improve our store and provide better service to our customers.

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CHAT TRANSFER


We actually have a specialized team of [-------] and A member of our that team will need to help you with this. Please hold while I transfer you. One of our Specialists will assist you shortly


LAST WORDS

I'm so sorry, but we can't offer any additional insight or action on this matter.


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CC DECLINE


Can you please confirm the following details of your card?
1. last 4 digits,
2. Expiration date
3. Complete billing address with card holder's name associated with the bank.

A charge can fail for many reasons, and I don't have the details. I'd recommend contacting your bank to ask about this.


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FREE SHIP EXPLAIN


For free shipping, your order will be delivered within 5-8 business days.

This means that we’ll optimize our fulfillment operations by taking a little longer to ship out if necessary.

However, this doesn’t mean that we’ll hold on to your order for any particular reason, and we won’t delay shipping if that means we’ll miss the delivery promise we’ve given you.

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MPM ORDERS


I have checked and can see that this item was shipped and sold by a third party seller on our website.Since they manage their inventory and takes care of the orders. I have contacted the seller about this and seller will get back to you via email within two business days.

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Sometimes a carrier accidentally scan the package as delivered, there can be mistake as it is an online business and large number of orders are being placed everyday. And when this kind of issue occurs then the carrier do make the delivery by next day and for that, if possible then I am suggesting you to wait for one more day.

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Amzl : 1-877-252-2701

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