Notes

Pausing contact:
Cx didn't reply hence paused.
Call back arranged.
Cx was typing hence paused.

Hi, I will be happy to assist you today.
How can I help you today?
Hi,I will be happy to assist you today. I will continue the chat from where it is left.
I am sorry for that. In this case I will create the replacement for you with the fastest delivery option. Is that okay for you?
I am sorry for that. In this case I will issue the full refund for you and you can place the new order.
In this case I will help you with the return label and will request you to return the item for full refund.
May I know how do you want to return the item. Royal mail or Hermes Pickup?
I have created the label for you and you will get the confirmation e-mail with the link for the label to return the item.
In this case I will file the claim for you.
In this I will for the inconvenience caused I will extend the prime for a month.
In this case for the inconvenience caused i will give you the good will gesture of GBP5.00.
I hope I was able to resolve your concern?
You're welcome. I hope I was able to resolve your concern?
Is there anything else I can help you with?
You're welcome. Is there anything else I can help you with?
You're welcome. Thank you for using our Messaged Us Service. Goodbye for now, Cheers! Have a lovely day. Take care!
I'd like to take this opportunity to wish you a very Merry Christmas and a Happy New Year.
Thank you for using our Messaged Us Service. Goodbye for now, Have a nice day.


In this case can I have your number so that I can arrange a call back for you?

Can you help me with the last 4 digit of your card and the expiry date of your card?

DNR

I'm sorry to hear that you still haven’t received your order, even though the tracking says it’s been delivered.
We recommend checking with your neighbours, members of your household, or if applicable, your workplace reception, to find out whether they’ve taken delivery of the parcel on your behalf.
Occasionally, parcels that are at first thought to be lost turn out to have been left with a neighbour or an out of sight location.
If you haven’t received your parcel by [FRD_DATE], please reply back to this email. We ask that you wait until then because this order may reach you before a refund or replacement is completed. We take full responsibility if any item becomes lost during delivery and we'll be happy to replace or refund if your order doesn't arrive.
Please note, the carrier will only require a signature for delivery on certain types of parcels, making it easier and more convenient for you to receive your order.
If your order arrives in the meantime, you don't need to contact us.

Pay Auth

When you place an order with Amazon, we contact your payment card's issuing bank to approve the payment method.

Upon approval, the requested amount is reserved in your account. This is known as an authorisation. The authorisation is only released as a charge at the time of dispatch, completing the transaction. If the authorisation remains unused, the funds reserved in your account will be made available to you by your bank according to their policies. While most card issuers release authorisations within 3-5 business days, some banks have been known to hold authorisations for up to 7 days. The issuing bank is best placed to provide you with more information on their specific policies regarding authorisations.

When you place an order with us, or use a payment method for the first time, we contact your payment card’s issuing bank to approve the payment method. This is communicated via a £1.00 authorisation. It might appear as a pending charge on your statement but the £1.00 will become available again according to your bank's time line.

If the available funds in an account match the exact value of the order placed, and an authorisation amount is then reserved by your bank without being used as payment towards the order you placed, payment may be declined by your bank. In this case, your payment method will need to be updated to enable us to fulfil your order.

I can confirm your order number [ORDER ID] that was cancelled , won’t be dispatched and you haven’t been charged. The authorisation is released automatically within your bank's individual time frame for unused authorisations. It depends on the policies of your bank, but the authorisation code below may be able to help your bank locate and remove the authorisation in question:
Authorisation Code: [INSERT CODE]]

Amazon requests an authorisation for the total amount of an order, but sometimes when the charge is due the bank issues us with additional funds instead of using the original authorisation and continues retaining the funds originally authorised. In these cases, it appears to be two charges on your bank statement, however we only charged once.
The authorisation drops off automatically within your bank's individual time frame for releasing unused authorisations. It depends on the policies of your bank, but the authorisation code below may be able to help your bank locate and remove the authorisation in question:
Authorisation Code: [INSERT CODE]

If you used a debit card as opposed to a credit card, once the authorisation is released, it may not appear as a refund on your statement, however the funds should be available in your balance.

For further information on authorisations please see the following link:
https://www.amazon.co.uk/gp/help/customer/display.html/?nodeId=201895660

Prime
I am sorry that you have been charged for the prime.
In this case I will cancel the prime for you and will issue the full refund for you. Is that fine for you?

Refund Phrase

I've issued a refund of £[AMOUNT]. Once your refund has been completed by us, please allow your bank between 5-7 business days to process it.

I've issued a refund of £[AMOUNT] to your Gift Card balance.
This amount will be processed to your Gift Card balance within 1 business day. The original expiration date will still apply to the gift card funds.
You can access your Gift Card balance via the following link:
https://www.amazon.co.uk/gp/css/gc/balance

Seller contact:

I am sorry that the seller has not responded you. In this case I will contact the seller on behalf of you and they will get back to you via e-mail in next 2 business days. I hope this helps?

In this case I will file the claim for you.

Negative response:

My first point of escalation is my Supervisor.
I can connect you with my supervisor but I am afraid that you might get the same resolution. Do you still want me to connect you with my supervisor?

I am sorry but in this case If I had the option then I would have surely done that for you. I hope you can understand my limitations?

I am sorry for that but you will need to wait till .

I am sorry but I would have helped with the replacement only if the item is sold by the amazon. But since the item is sold by the 3rd party seller and fulfilled by the amazon I can only help you with the full refund.

I am sorry but since the item is sold and dispatched by the seller, Amazon doesn't have the right to issue the refund or replacement. So in this case i will request you to please wait for the seller to get back to you and help you.

I'm sorry to hear that you're having difficulty with "[ITEM]", purchased from [SELLER'S NICKNAME] in order #[ORDER ID], and that the seller hasn't resolved this matter to your satisfaction.

As the manufacturer may be able to offer specific troubleshooting advice and support for the issue you’ve mentioned, we’d suggest visiting their website. Please tell them that you bought your [ITEM] from [SELLER NAME]. If they want a proof of purchase, you can get a printable version of the order summary page in Your Account (http://www.amazon.co.uk/your-account ). Under Orders click the Your Orders button, and sign in with your e-mail address and password. Find your order and then click on the Invoice drop-down, so you can click the Printable Order Summary option.

You may need to provide the following information to the manufacturer:
* Serial number
* Defect information
* Place of purchase
* Date of purchase
* Your contact details

Although the period in which to request a refund via the A-to-z Guarantee has expired, you may wish to contact your card provider as soon as possible and request a "chargeback" on the amount paid (i.e. a refund to your payment card). You should explain to your card provider the reason why you're seeking a chargeback. Your card provider should then advise you of any additional information it requires from you and the outcome of their decision.]