Notes

***************INTRODUCTION**********************
Hello ! How may I help you with the item?

I will be more than happy to assist you clear your doubt with the charge.
Could you please confirm me the amount and date you were charged?

Hope I was able to resolve your issue?
Its always a pleasure.
Apart from this is there anything else I can help you with?

Thank you for using our Message Us service. Goodbye for now!
Wish you a wonderful day ahead!Take care.

I am really sorry to hear that you have not received your item yet
Please do not worry, I will help you with this.

I have checked that tracking is not updated for your order so we assume it has been missorted.

To resolve your issue I will process full refund for the item right away.

Could you also provide me the last 4 digits of the card you were charged?

I understand that you have not received your item even though it is updated in the tracking that it has been delivered.

Thank you for confirming.
I understand that you have been waiting for the delivery of your parcel and I am sorry that you haven't receive your item yet.

I will also take your feedback about the delivery here and forward it to the relevant team to look into it and please do not worry it is not a repeated issue.

One of our aims is to provide a convenient and efficient service and I realise that we haven't met that standard in this case. Please accept our apologies.
Please accept my apologies for this situation. I can see that you relied on us to deliver this order in time for you, and clearly we've let you down.
I'm very sorry that we weren't able to meet your expectations this time around. I hope that you will allow us another opportunity to serve you in the future.

Could you please provide me your house number and postal code for verification?

Could you please provide me the last 4 digits of the card number and the expiry date for security reason?

Could you please give me the order number so that I can check it for you?

I sincerely apologise for the inconvenience caused to you in this matter.

I am really sorry to hear the problem you had to face with the item.


I will be more than happy to assist you resolve your issue.
Leave your worries to me.
I will definitely do my best to help you.

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

Please allow me a moment while I check into the details for you.

Thank you so much for waiting.
I really appreciate your patience.

Let me check the best available option for you.

I will be assisting you from here.
Please allow me a moment while I check the previous conversation and I will help you resolve your issue.

Its taking a little longer, do you mind allowing me another moment while I check this for you?

As a token of apology for the inconvenience caused to you I will also add a Promo of GBP 5 in your account.

As a goodwill gesture I will also extend your Prime membership free of charge for a month.

As a goodwill gesture I will also add a Promo of GBP 5 in your account. It will be automatically be applied for the next order.
The promo will only be applicable for the items sold and fulfilled by Amazon and you won’t be able to see that promo on your account.

We always strive to provide you with the most reliable and affordable shipping service. But sometimes international delivery is highly dependent on clearance at the local customs and it is beyond our control.
*******************RETURN AND REFUND*********************
RETAIL ITEMS:
>>>>>>>>>>>>>>>>
I have checked into the details and see that the item is sold and fulfilled by Amazon.

In this case, I can either create a replacement or a refund.
What would you prefer me to do for you?

I have created the replacement with the fastest delivery method and once the item is dispatched you will get a confirmation email for the same.
RETURN LABEL
>>>>>>>>>>>>>>>>
I will also create a prepaid return label for you.

I would request you to please print it out and paste it on the box.

I have these options to return:
Hermes Pick up
Label less return for Royal Mail.
Royal mail
Which method of return would you prefer?

https://www.royalmail.com/delivery-and-collection-office-finder/

I will send the return label in your registered email address.

To reduce your hassle, I can also arrange a pick up for you from the Hermes pick up and they will pick up the next day.

If you could confirm the costs you incurred in returning the item, we’ll be glad to reimburse your return delivery costs. Please e-mail with the return receipt at:
[email protected]
NO REPLACEMENT:
>>>>>>>>>>>>>>>>>>>
I have checked the details and I am really sorry but I do not have an option to create replacement in this case as it is sold by a seller.

I really want to create the replacement for the item however however We can replace items, if sold directly by Amazon.co.uk. In this case your item was sold by seller and is listed as ‘Fulfilled by Amazon’.

I am really sorry but we are only able to create replacement for items sold and dispatched by Amazon and the item is sold by a third-party seller.

These items are owned by third-party Sellers who store their stock in our Amazon Fulfillment Centers, 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.

I will initiate a refund as the carrier scan the parcel so that you will not have to wait till it reach the return center.

As I am unable to send you just the missing item and to reduce your hassle I will initiate a return-less replacement for you as a one time exception.

RETURNLESS REFUND:
>>>>>>>>>>>>>>>>>>>>>>
We usually ask to return the item however I will make an exception for you and process a full refund right away.
You don't need to return the item.
You can either keep it, dispose it off or give it to the charity as per your convenience.

I will process the full refund in your account.

PAYMENT PREFERENCE:
>>>>>>>>>>>>>>>>>>>>
If you want your refund on your Gift card, it will take 24 hours for the refund to process.
If you want your refund on Original payment card, on maximum it takes 5-7 business days.
Where would you prefer your refund, Amazon Gift card or Original payment card?
As an alternative to your original payment method, you can receive your refund on Amazon Gift Voucher to expedite your funds availability. Which method would you prefer?
When the refund is completed, you will receive a confirmation email letting know the date, amount and payment details.

*********************IMPORTANT NOTES******************
TRANSFER:
>>>>>>>>>>>>
I have checked into your concern and see that this case is handled by a different department.
You are being transferred to a team that can best help with your issue.

I will arrange a call back from the relevant team right away.
Could you please provide me your number?
--------------------------------------------------------------------------------------------------
A-Z CLAIM:
>>>>>>>>>>>
I have checked into your concern and see that the item is from a third-party seller market place item.
Here, the seller sells and dispatch the item. They use our platform to advertise and sell off their products.
We do not get an option to track the parcel.

Hence to help you best I will right away contact the seller on your behalf and ask to get back to you as soon as possible with the best resolution.

The seller will directly get back to you via email.

If the seller does not respond in the given time we will assist you with the best available option with us.

In case of seller items, we only have an option to either contact the seller on your behalf or file A-Z claim for full refund.
What would you prefer me to do for you?

In this case I will right away go and file an A-Z guarantee claim on your behalf for full refund.

When you place an order with third party seller, your money is also protected by this A-Z guarantee claim.

CARRIER COMPLAIN:
>>>>>>>>>>>>>>>>>
DNR:
>>>>>
In this case, we will raise an investigation to the carrier as to where they have left the parcel and ask them to investigate on the matter as they are of high value item.
I would request you to please allow us 24 hours for the investigation to process.

FRD WAIT:
>>>>>>>>
I understand that you have not received your item even though it is updated in the tracking that it has been delivered.

Sometimes the carrier might have scanned the parcel as delivered mistakenly. In this case, the carrier will try to deliver the parcel the next day.
In this case, I would request you to please wait until
However if you do not wish to wait longer, I will process the refund right away.

If you do not receive your item within the given period, please feel free to contact us again.
We will help you with the best available option with us.

We will either send out a free replacement or process a full refund of the item depending on the availability and the nature of the product.

SAFE PLACE NOT FOLLOWED:
>>>>>>>>>>>>>>>>>>>>>>>>>>
I am really sorry to hear that the carrier was so careless to leave such items so carelessly.
We do not expect our drivers to be so unprofessional to be leaving parcels in an unsafe place.
Please accept my sincere apology from their behalf.
I would like to thank you for bringing this issue into our knowledge.
We continually monitor the service provided by our carrier and take complains of our customers seriously.

Being an online company we rely on our carrier partners to deliver the parcel to the customers on time safely and I am really sorry that our carrier has let us down this time.

Please do not worry, we will take this issue as a feedback to the carrier and see that some actions are taken upon the driver.

I have checked the details and see that we tried to dispatch your item on time.
However as the item you ordered was not available at the nearest fulfillment center that is why we had to arrange from other part of the country which is why it is taking a day longer.

Please do not worry, we will consider this case and make sure that you receive your item on time in future.
AUTHORIZATION:
>>>>>>>>>>>>>>>>
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 authorization.
The authorization is only released as a charge at the time of dispatch, completing the transaction.
If the authorization remains unused, the funds reserved in your account will be made available to you by your bank according to their policies.

Be rest assured, it will be credited back in your account within the next few days depending on your bank policies.

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************************CONCLUSION*******************************
You're welcome.
Hope your issue has been resolved?

Its always a pleasure.
Apart from this is there anything else I can help you with?

It was a pleasure assisting you. Always happy to help.
Thank you for using our Message Us service. Goodbye for now!

Thank you for using our Message Us service. Goodbye for now!
Wish you a wonderful day ahead!

It was my pleasure assisting you. Message us should you need anything further.
Thank you for using our Message Us service, Goodbye for now!

Should you need anything else, feel free to reach back out.
Thank you for using our Message Us service, Goodbye for now!

Thank you for using our Message Us service. 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.

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