Notes

PRICE MATCH TEMPLATES:

Price Match Policy
Hotkey: cmatch
Text: You can read our full Online Price Matching Policy at http://help.walmart.com/app/answers/detail/a_id/31.



Price Match Deny- Holiday
Hotkey: cpmd1
Text: The Walmart.com Price Matching Policy excludes prices shown between Thanksgiving and Cyber Monday. For 2018, Thanksgiving and Black Friday sales begin on Wednesday, November 21st at 9p.m. Central, so I am unable to match that price. I do apologize for the inconvenience.



Price Match Deny - Retailer
Hotkey: cpmd2
Text: Unfortunately, we do not price match with [*** INSERT RETAILERS NAME ***]. The item must be sold and fulfilled by one of these online retailers: Academy.com, Amazon.com, Autozone.com, Babiesrus.com, Basspro.com, Bedbathandbeyond.com, Bestbuy.com, Cabelas.com, Chewy.com, Dickssportinggoods.com, Dollargeneral.com, Familydollar.com, Homedepot.com, Jcpenny.com, Kmart.com, Kohls.com, Lowes.com, Michaels.com, Newegg.com, Officedepot.com, Oreillyauto.com, Pepboys.com, Petco.com, Petsmart.com, Sears.com, SportsAuthority.com, Staples.com, Target.com, Toysrus.com, Walgreens.com.



Price Match Deny-Third Party/Marketplace
Hotkey: cpmd3
Text: Unfortunately, we do not match prices from, or on behalf of Marketplace and third-party sellers. The item must be sold and fulfilled by one of these online retailers: Academy.com, Amazon.com, Autozone.com, Babiesrus.com, Basspro.com, Bedbathandbeyond.com, Bestbuy.com, Cabelas.com, Chewy.com, Dickssportinggoods.com, Dollargeneral.com, Familydollar.com, Homedepot.com, Jcpenny.com, Kmart.com, Kohls.com, Lowes.com, Michaels.com, Newegg.com, Officedepot.com, Oreillyauto.com, Pepboys.com, Petco.com, Petsmart.com, Sears.com, SportsAuthority.com, Staples.com, Target.com, Toysrus.com, Walgreens.com.



Price Match Deny - Quantity
Hotkey: cpmd4
Text: Our quantity limit for price matching is one item, so if you only purchase one, I can definitely match it for you.



Price Match Deny - Return Window
Hotkey: cpmd5
Text: We're happy to offer price matches as a courtesy to our customers during the item return window. It appears that the return window for this item ended on [INSERT RETURN DATE].



Price Match Deny - Other
Hotkey: cpmd6
Text: In looking at the item on [INSERT COMPETITOR'S NAME HERE], I see that it is [out of stock, on clearance, a different color, a different model, etc.]. I'm unable to match the price being offered by [INSERT COMPETITOR'S NAME HERE].



Price Match Approved 2+ Days Ago
Hotkey: cpm2days
Text: Once a price match is approved, the order must be placed within 2 days to receive an adjustment. This order was placed after the 2 days so I will need to re-verify the match. If the item still qualifies, I'm happy to honor your price match request.



Online Price Different From Store Price
Hotkey: cpricedif
Text: We always work to offer the best price online relative to other sites. Our online prices are sometimes different than our stores prices - some items are priced lower and some are priced higher. If a store price is lower, you can access those store prices online by choosing to pick up the item in that store through Pickup Today (if available for that item). Or, you may visit your local store and purchase it directly. If there's anything else I can do for you today I will be happy to help.



No Match with Our Stores
Hotkey: cpmstores
Text: It simply costs less to sell some items in stores. If the price in store is lower, you can get that price by going to that store, or by choosing pickup today if available for that store. We do price match other online retailers. A list of the sites we will match can be found at https://help.walmart.com/app/answers/detail/a_id/31. If there's anything else I can do for you today I will be glad to help.



Transfer to Customer Resolutions Team - price match
Hotkey: cpmtrans
Text: Thank you for submitting your price match request. Please hold for a moment while I transfer your request to our Price Match team.

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RETURN TEMPLATES:

Call Tags
Hotkey: ccalltag
Text: I have requested FedEx to pick up your item on [INSERT DATE]. You should receive a prepaid label by email within a few hours. Please have your item packaged with the label affixed and ready for pickup by the scheduled date.



Freight Call Tags
Hotkey: cfreight
Text: I have requested freight carrier [INSERT CARRIER] to pick up [ITEM NAME]. [INSERT CARRIER] will contact you within 3-5 business days to schedule the pickup of your item. Could you please provide me with the best telephone number for the carrier to reach you to schedule the pickup?



Outside Return Period
Hotkey: cnoreturn
Text: Unfortunately, your item is outside of Walmart's return policy. The good news is that the manufacturer of your item may provide extended coverage. I can provide you with the manufacturer's information so that you can see if it is covered under a manufacturer's warranty. Here is the manufacturer's information: {INSERT NAME AND PHONE NUMBER]



Refund Question
Hotkey: crefund?
Text: I’m sorry your order was [INSERT REASON]. Since you do not want a replacement, I can process a refund instead. Would that be okay?



Refund - Insant
Hotkey: crefund
Text: I've issued a refund of [INSERT $ AMOUNT] for your item. You will receive a confirmation email as soon as the refund is processed. The refund will post to your original payment method within 5 business days.



Refund – Mail Back

Hotkey: crefundmb

Text: I’ve initiated a refund for your item(s). Once the item(s) are returned and checked in at our return center, your refund will be processed. You will receive a confirmation email as soon as the refund is processed and it will post to your original payment method within 5 business days.



Refund – First Scan

Hotkey: crefundfs

Text: I’ve initiated a refund for your item(s). Once the item(s) are scanned by the carrier, your refund will be processed. You will receive a confirmation email as soon as the refund is processed and it will post to your original payment method within 5 business days.




Replacement Question
Hotkey: creplace?
Text: I'm sorry your item was [INSERT REASON]. Would you like me to start the replacement process?



Replacement - Instant & First Scan
Hotkey: creplace
Text: I've replaced the [INSERT ITEM NAME] in your order. You'll receive an email confirmation with your new order number shortly.


Replacement – Mail Back

Hotkey: creplacemb

Text: I’ve started the replacement process for the [INSERT ITEM NAME] on your order. You will receive a confirmation email as soon as the replacement item is shipped out. The replacement will be shipped out once the Return Center receives your original item.





Return an Item
Hotkey: creturn
Text: You may return your purchase at any Walmart store or through the mail. The item must still be within the return policy. Instructions to return an item are available here: http://www.walmart.com/returns/returns_how.gsp



S2S Refund
Hotkey: cs2srefund
Text: To receive a refund for an order to be picked up in store, you have two options. You can go to the Site to Store counter and request a full refund, or you can simply not pick up the order. Any item that isn't picked up within 7 days will be canceled and refunded.



Keep It! Item expectations
Hotkey: ckeepit
Text: I have processed a [refund/replacement]. There is no need to return the item to us. You can actually donate or discard it, whichever you see fit.

In-Store Purchase
Hotkey: cinstore
Text: I'm sorry for the confusion, but we are unable to pull up your order since that item was purchased in a store. Please call our Store Customer Service at 1-800-925-6278, option 2 and then option 2 again.


Returns Agreement
Hotkey: cagree
Text: I'm happy to help you, and will take care of this for you.
Please know that if the designated returned center does not receive the following items back within 30 calendar days, you will be recharged [total$recharge amount].
(INSERT ITEM NAME - INSERT QUANTITY)
After we are finished, you will get an email with a prepaid return shipping label to a designated return center (or call tag if applicable).
Please do not take your return to a store. It must go to the address specified on the label in order to avoid recharge.

Do you agree?

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SAVINGS CATCHER TEMPLATES:


How Program Works 1
Hotkey: csavings
Text: Savings Catcher compares the prices of the eligible items you bought at Walmart to the advertised prices found in the print and online versions of the weekly ads of top retailers in your area. The ads must be valid at the time you made your Walmart purchase. If Savings Catcher finds an advertised price that is lower than what you paid for the same exact item at Walmart, we will notify you within 72 business hours of submission, and you’ll get back the difference on a Savings Catcher Rewards eGift Card.


Savings Catcher FAQ
Hotkey: cscfaq
Text: For more information about Savings Catcher, see: https://savingscatcher.walmart.com/faq



Savings Catcher Team
Hotkey: cscphone
Text: For further assistance with your Savings Catcher inquiry please contact our Savings catcher team directly at 866-224-1663.

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SOFT SKILLS TEMPLATES


Abusive Warning
Hotkey: cabuse
Text: I'm happy to help with your issue. However, if you continue to send improper messages, I will be forced to end our chat session.



Abusive Force Close
Hotkey: cabuse2
Text: The use of improper [Choose one: MESSAGES or LANGUAGE] is unacceptable. I am terminating our chat session to assist the next customer. Thank you for chatting with Walmart.com.



Fair Warning
Hotkey: ccheck
Text: I have not heard from you in a few minutes. Are you still with me?



Force Closing
Hotkey: cclose
Text: I am going to close this chat for now. You may receive a brief email survey regarding your experience with me today, and I would appreciate your feedback. If you need any help in the future, please, do not hesitate to contact us again



Empathy 1 Frustration
Hotkey: cemp1frus
Text: I understand that [INSERT SITUATION] is frustrating, and I will do everything I can to take care of this for you today. Do you happen to have your order number?



Empathy 2 Upsetting
Hotkey: cemp2upset
Text: I understand why [INSERT SITUATION] is upsetting, let me take a look into your order to see what I can do for you today. Do you happen to have the order number?



Empathy 3 Important to You
Hotkey: cemp3imp
Text: I know how important [INSERT SITUATION] is for you. Let me see what I can do.



Empathy 4 Contacted Us
Hotkey: cemp4con
Text: I definitely understand why you contacted us about [INSERT SITUATION]. It’s very important. Allow me to take a look at what I can do.


Escalate
Hotkey: cescalate
Text: In order to resolve this issue, I'm going to escalate this to another department. Please allow up to 7 days for a resolution.



Feedback
Hotkey: cfeedback
Text: We appreciate your feedback and we understand your concerns. We value you as a customer and thank you for taking the time to provide this feedback. I will definitely note your concerns.



Offering Assistance
Hotkey: chappy
Text: I'm happy to assist you with that.



Any Questions
Hotkey: chelp
Text: Is there anything else I can assist you with today?



Hold
Hotkey: chold
Text: One moment while I research this issue.



No Outbound Calls
Hotkey: cnocall
Text: Unfortunately, as a chat agent, I am unable to make outbound calls; however, I'd be happy to provide you with the number. [INSERT STORE/CARRIER/PARTNER] can be reached at [PHONE NUMBER].



Order Number
Hotkey: corder
Text: I am happy to help. Could I please get your order number?



Research
Hotkey: cresearch
Text: Thank you for your patience. I am currently researching your inquiry



Reviewed
Hotkey: creview
Text: I have reviewed your inquiry.



Spanish
Hotkey: cspanish
Text: Lo siento. No hablo español. ¿Hay alguien allí quien pueda charlar en inglés conmigo? Sino, por favor busque alguien quien puede escribir en inglés y envíenos un correo electrónico.



Need English Speaker to Assist
Hotkey: ceassist
*****AGENT: #1 is the first response in english and spanish to respond to the customer. #2 is an english and spanish response if customer does not have an english speaker available******

Option 1:
Text: I apologize, I do not speak Spanish. Is there someone available to continue this chat in English?

Me disculpo, no hablo español. ¿Hay alguien disponible para continuar este chat en inglés?

Option 2:
Text: Unfortunately, in this department we can only offer support in English. Please contact us again when someone is available who speaks English available. You can contact us by going to the Help section on the website and chose your preferred contact us option. Once you are connected to an agent, please request to be transferred to our Customer Resolutions Team.

Desafortunadamente, en este departamento sólo podemos ofrecer soporte en inglés. Póngase en contacto con nosotros nuevamente cuando haya alguien que hable inglés disponible. Puede ponerse en contacto con nosotros visitando la sección de ayuda del sitio web y eligiendo su opción de contacto. Una vez que esté conectado a un agente, solicite que lo transfiera al soporte de nivel 2.



Transfer to Customer Resolutions Team - escalated customer
Hotkey: ct2
Text: I certainly understand your frustration. I would like to have another member of our team review your account. Do you mind holding while I get your chat transferred to a team member that may be able to better assist you with [SPECIFY ISSUE]?

Closing
Hotkey: cty
It's been a pleasure assisting you. I am going to disconnect now. You may receive a brief email survey regarding your experience with me after you close this chat, and I would appreciate your feedback. Thank you for contacting Walmart.com and have a great day!



Verify Account
Hotkey: cverify
Text: For security purposes can you please provide your full billing address?



You're Welcome
Hotkey: cw
Text: You're welcome.



Paypal Verification
Hotkey: cpaypal
Text: Could you verify the email address associated with the PayPal account?


Gift Card Verification
Hotkey: cgcver
Text: For security purposes, can you please verify the email address associated with the order?

Hold - Thank you
Hotkey: coffhold
Text: Thank you for patiently waiting.



Acknowledgement 1
Hotkey cacknow
Text: Before I {INSERT SITUATION}, I will need some additional information from you to locate your order. May I have your order number?


Acknowledgment 2
Hotkey: cacknow2
Text: In order to assist you with {INSER SITUATION}, I'm going to need some additional information.



Walmart Customer Care #
Hotkey: cwmnum
Text: The Walmart Customer Care number is 1(800) 925-6278, option 2, option 1, and then listen for the option that best suits your concern.

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CUSTOMER RESOLUTIONS TEAM ONLY TEMPLATES

Price Match Approved
Hotkey: cpmapprove
Text: We're happy to honor your price match request of $[**INSERT AMOUNT**] for (1) [**INSERT ITEM NAME**]. Please place your order at full price and send us an email with the order number. Then we will adjust your order for the price difference of $[**INSERT AMOUNT**].



Price Match Refund
Hotkey: cpmref
Text: We've honored your price match request and issued a refund of $[**INSERT AMOUNT**].



Customer Resoutions/Sup takeover
Hotkey: csupreview
Text: Thank you for holding. Please allow me a moment to read the above chat transcript, so I will be able to better assist you.




CRT Opening 1
Hotkey: crtopen1
Text: Welcome to Walmart.com Customer Resolutions Department. We apologize for the transfer but will be happy to help get you taken care of quickly. Please allow me a moment to review the previous discussion.



CRT Opening 2
Hotkey: crtopen2

Text: Good Morning/Afternoon/Evening! I’m a Senior Resolutions Specialist for Walmart.com. May I please take a moment to read over your conversation with the previous representative to better assist you?




CRT Opening 3

Hotkey: crtopen3

Text: Hello {Insert Customer Name} Thank you for contacting Customer Resolutions, I will be happy to assist you further. May I please have a moment to review your prior conversation?



CRT Close 1

Hotkey: crtclose1

Text: I would like to thank you for reaching out to our Walmart.com Customer Resolutions Department. It was a pleasure assisting you today. You may receive a brief three question email survey about your experience with me today, and I would greatly value your feedback. Thanks for allowing me to help you today! I hope you have a delightful rest of your day.



CRT Close 2

Hotkey: crtclose2

Text: It has been a pleasure assisting you today. You may receive a three question survey about my service, I would love to hear how I am doing. Thanks again and enjoy your day.



CRT Close 3

Hotkey: crtclose3

Text: {Insert Customer Name} thank you for allowing me the opportunity to resolve your concerns. You may receive a brief email survey, the second question pertains to my service today and I would appreciate your feedback. I hope you have a wonderful day.