Notes

Hello , I will definitely help you with

Just to confirm is this the item you are referring to " "?

I hope all sorted by me for today and you're happy with the services by Amazon ?


How can I help you today with " "?



May I know your concern please ?

May I know the order ID?

Or full item name so I can find the order for you?

Is the information provided helps?



Do you need any further assistance regarding this order?



Hope your issue has been resolved ?


Waiting-



Let me check what best I can do for you. Please allow me a moment.

Let me check the details, so I come up with the best solutions for you.

Please allow me 2 minutes so I check the details for you.

Please let me know which option is suitable for you?

It's taking longer than I expected, please bear with me while I check the details.

Thanks for waiting, I really appreciate your understanding and patience.



Apology-

As an apology gesture, I will add £ in your account.



Please accept my sincere apologies for all the hassle.



I'm sorry for the inconvenience caused to you.

Your parcel has been delayed due to some external factors, which are not in our hands . Hope you understand.




Ending lines- It was my pleasure assisting you.

I'm happy to sort this for you and sure you feel the same?


You're most welcome.

I hope I was able to resolve your concern?

Can I help you with anything more today?

Thank you for using our Message Us service. Hope you have a nice day ahead . Goodbye, take care!"




Thank you for using our Message Us service. I am closing this chat now. Goodbye, take care!"




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






Extra-

Would you like the refund in payment card or Amazon gift card?



If you choose Amazon gift card you will get refund within 1-2 hours, maximum 24 hours. And if you choose original payment method which was used to purchase the product, you will get the refund in 5-7 business days, as per your bank policy.




May I know your preference please?




However, I will make an exception only for you. As you are our valuable customer.



Would that be helpful?



When you place an order with Amazon for product sold and fulfilled by Amazon, while checkout 5GBP will automatically deduct from the total amount.



As a token of apology I will arrange 5GBP Gift Card for you. Is it okay?

As a token of apology I will arrange 30 days prime extension for you. Is it okay?



BUTTERINGGG...




I'm here to help and providing you with the best solution as your problem is my problem.


We are always here to help you.Thu, Aug 02, 11:41:20 p.m.

Customer satisfaction is everything to us, just want to make sure everything sorted.






I can personally relate to you because I know how important it is to receive your parcel on the date promised especially if the item is very important and is intended for a purpose.



It is certainly not our intention for our customer to have anything but a pleasant experience at Amazon.co.uk.



I can understand your concern here beleive me I would have reacted in the same manner as you did.



Thank you for your understanding in this case.



As you're our valuable customer, I will do an exception for you.





As I can check from tracking your parcel is delivered on

FBA

I would love to create a replacement for you.

However, this item is sold by third party seller.

So, in this case I can't replace the product.

But I have a solution for you here, I can refund full amount of the product right away.

So that you can purchase the product again.

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FBA



I am sorry but as your order was sold by 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 replacement isn't possible in this situation.



Hence in this case I can create a refund right away.





CUSTOMER IS NOT ABLE TO ADD ITEM IN BASKET





If customer says that he is not getting the option to add to basket. Which I do. Then when I go to basket it only has an option to continue shopping.





Solution -- In your phone setting click on Apps then go to amazon app and clear cache and cookies from there




DNR



I am sorry that have not received the item even it is showing 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.

Have you checked that?



I request you to please wait until tuesday , 12 June as sometimes the carrier accidentally mark the package as delivered when the package is actual with them.



If that`s okay?



I do understand your point and here I am creating refund for the item.



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SELLER ORDER -



As I can see that the order has been placed with seller on Amazon , here in this case I have 2 options -

1. I can contact the seller for you and you will receive a copy of this e-mail.

Please allow seller 2 business days to respond.Although in most cases you'll receive a reply much sooner. In the unlikely event that the Seller doesn't provide a satisfactory response to your query, or if a response isn't received within 2 business days, we offer our A-to-z Safe Buying Guarantee for your protection.



2. I can file A to Z claim for refund.

Once your claim has been processed, we'll notify you by e-mail.

When you purchase from a Marketplace 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.



Guarantee claims generally take from 1-2 weeks to be investigated. However in most of the times cases are resolved much sooner . You'll receive an e-mail notification from our Claims Team once their investigation is complete.





You can track the processing of this claim by following these steps:



1) Go to Amazon.co.uk and click Your Account

2) Click the "Your Orders" button

3) Locate your order and click the "File/View Claim" link



On the next page, you'll see the status of your claim.



As I can see that you were supposed to receive this item between Estimated Delivery Date: Thursday, 11 January 2018 -Saturday, 13 January 2018 and as you have mentioned that you have not received the item .Also I can see that you have contacted the seller but you have not received the response for the same , In this case I am right away filing A toZ claim for refund.



As I can see that you have contacted the seller but seller has not responded you for the same for 2 business days in this case I am right away filing A to Z claim for refund.

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1 GBP AUTHORIZATION FOR IRRIATE CUSTOMERS



I understand that you think we have charged you 1 GBP more than your charge. Here in this case I kindly request you to please contact your bank and they will assist you further. It is just that we charge you 1 GBP to confirm whether your card is active or not . The amount is not a charge but just an authorization which means that the amount is still with your bank but they have freeze the amount it will automatically come to your account as per your bank policies.



I hope you understand this.

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RETURN LABEL



In this case I am sending you a return label so that you can return the item for refund.



Return label will be prepaid so that you do not have to pay any postage charges.



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UNKNOWN CHARGE



May I know the date on which you have been charged for the same?



Also can you help me with last 4 digits of card?



What does it say on the statement next to the charge?



Does the customer have a joint bank account?







Special blurbs



1. wms_wait

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CLOSING -



Hope your issue is resolved?


I hope your issue is resolved, Is there anything else I can help you with?




Can I help you with anything more today?



Thank you for using our Message Us service, it was pleasure interacting with you! Goodbye now, cheers!



Thank you for using our Message Us service. Goodbye for now, cheers!



Thank you for using our Message Us service, and we hope to hear from you again! Goodbye!



Thank you for using our Message Us service. I am now closing this chat. If you have any more questions, please don’t hesitate to contact us again. Have a great day, take care!



Thanks for stopping by, it was pleasure interacting with you! Goodbye.



Difficult Customer - We appreciate your patience and understanding and hope to hear from you soon!



***************************************************************



If customer does not reply to Anything else:



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



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





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Carrier complaint--



We continually monitor the service provided by our carriers and take complaints of this nature very seriously. We’ll replace any items lost or damaged during delivery at no extra charge and monitor our carriers very closely.