Notes

* Pay auth





Hello,

This is Beant from Amazon.co.uk and I would help you best to resolve your issue.

From your email, I understand your concern regarding the refund of your cancelled order "ORDER ID".


Please do not worry. In this situation, I want to inform you that I have checked your order and can see that it has been cancelled. I can also assure you that you have not been charged for it.

If you are seeing that you have been charged for this order, I want to inform you that this charge is just an authorization/pending charge which will remove soon.

Please allow me to inform you about authorization.

I would like to inform you that 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.

We don’t try to charge your payment card for your order until just before your items are dispatched. It’s charged approximately 24 hours after your parcel enters the dispatch process. Since your order was not dispatched I can assure you that you have not 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:

Please be assured that your order is now cancelled and you have not been charged for it.

I hope this helps. On a personal level, I highly appreciate your patience, cooperation and understanding in this matter. It is our privilege to have you as our valued customer and we want to make sure you are always taken care of.

Should you require any additional information or assistance, please feel free to write back to this email.

We look forward to seeing you soon.




* Order late 24 hours wait



Hello,


I'm sorry to learn about the situation you have had with the delivery of your recent order "ORDER ID".

This is certainly not the kind of service that we want our valued Prime customers to be experienced with. However, being a huge online retailer, we heavily rely on our carriers to deliver the customer's parcel on time but whenever a situation happens like this, creates a negative impact on us. I apologise for the inconvenience this delay has caused you.

To assist you better, I have personally contacted them and instructed to deliver your parcels at the earliest possible without any further delay.

To track your delivery at any time, please visit your Orders, then click "track Package" next to the order, via the following link:

https://www.amazon.co.uk/gp/css/order-history/

For your order we won't ask you to wait beyond 24 hours. We ask you to wait until then because this order may reach you before a replacement order would. Creating a replacement order at this stage may result in you having to return one of the items.

If you haven't received it within 24 hours, please let us know and we'll be happy to replace it free of charge, or refund you if a replacement is unavailable.

I'd like to apologise for this and to help make up for the inconvenience, I've extended your Amazon Prime membership by 30 days. You can review your renewal details in the Manage Prime Membership section of your Amazon.co.uk account. The membership will now renew onTuesday, 23 January 2018.

As a representative of Amazon.co.uk, I want to assure you that as our valued customer, your satisfaction is our top priority and be assured that your future order would better reflect our commitment to your satisfaction.

Your patience and understanding in this matter is highly appreciated.

We look forward to serve you again soon.






* Follow up chaser



Hello,

Greetings from Amazon.co.uk Customer Service.

Further to your email received, I understand your concern regarding the "ISSUE".

I'd like to advise that your query regarding issue is still being investigated.

I’ve followed this up with my colleague to update us with a resolution as soon as possible.

Please accept my apologies for this delay. Although we try to complete our research within 1 to 2 business days, sometimes it may take slightly longer.

Please be assured that we shall contact you shortly with further information.

Thank you for your continued patience and understanding in this matter.



* Order late sent via Royal mail





Hello,

I'm sorry to hear that you haven't received your order # "ORDER NO".

I understand your concern regarding the delay in delivery of the order and want to know its status.

I've checked our records and can confirm that your order was sent via Royal Mail to the following address:

"SHIPPING ADDRESS"

We're happy to provide tracking information for our customers when possible, however please note that Royal Mail delivery do not have a tracking number for that reason we are unable to track and confirm the current status of your parcel.

However, it's been our experience that the majority of late parcels arrive shortly after the estimated delivery date.

For your order we won't ask you to wait beyond 24 hours. We ask you to wait until then because this order may reach you before a replacement order would. Creating a replacement order at this stage may result in you having to return one of the items.

If you haven't received it within 24 hours, please let us know and we'll be happy to replace it free of charge, or refund you if a replacement is unavailable.

As a representative of Amazon.co.uk, I want to assure you that as our valued customer, your satisfaction is our top priority and be assured that your future order would better reflect our commitment to your satisfaction.

Your patience and understanding in this matter is highly appreciated.

We look forward to serve you again soon.

* Available for pick up

Hello,

I am sorry to learn that you haven't received your item yet - it should be with you by now.

I'd like to apologise for this and to help make up for the inconvenience, I've extended your Amazon Prime membership by 30 days. You can review your renewal details in the Manage Prime Membership section of your Amazon.co.uk account. The membership will now renew on Thursday, 30 November 2017.

I've checked the tracking and can see that it is showing as Available for pickup at Royal Mail pickup point.

In this situation, I kindly request you to please contact Royal Mail, they can be reached at 03457 740 740. Your parcel reference number is:

JG479381468GB

To collect your parcel, you'll need your parcel tracking number and identification that matches the name that you selected during checkout.

You can use one of the following forms of identification to collect your parcel:

- Cheque Guarantee / credit /debit card
- Bank/Building Society Book
- Valid Passport
- Cheque Book
- Drivers Licence
- Photo Identity Card (Foreign National, Military, Police Warrant, Royal Mail Employee)
Your parcel will be available for collection for 18 days after delivery.

If you haven't received it within 24 hours, please let us know and we'll be happy to replace it free of charge, or refund you if a replacement is unavailable.

As a representative of Amazon.co.uk, I want to assure you that as our valued customer, your satisfaction is our top priority and be assured that your future order would better reflect our commitment to your satisfaction.

Your patience and understanding in this matter is highly appreciated.

We look forward to serve you again soon.



* DNR below GBP 40

Hello,


I'm sorry to learn that you haven't received your order "ORDER ID" yet, even though tracking shows delivered.

I'd like to apologise for this and to help make up for the inconvenience, I've extended your Amazon Prime membership by 30 days. You can review your renewal details in the Manage Prime Membership section of your Amazon.co.uk account. The membership will now renew on Tuesday, 23 January 2018.

Firstly, I would like to assure you that we take full responsibility for the delivery of our goods from start to finish and will replace any items lost during delivery at no extra charge.

Hence, please don't worry if your tracking states your parcel has been delivered but you don’t yet have it.

Sometimes a carrier will accidentally scan a parcel as delivered when it's still on the way. In these cases, we expect it to arrive within one business day. In the unlikely event that you haven't received your parcel by tomorrow, please let us know by replying to this e-mail and we'll assist you further.

We ask you to wait until then because this order may reach you before a replacement order would. Creating a replacement order at this stage may result in you having to return one of the items.

​We’d also recommend that you check with your neighbours 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 delivered to a safe location.

However, if you don't receive it by then, please reply to this email, and we'll be happy to arrange for a replacement order, or a refund if a replacement is unavailable.

If your order arrives in the meantime, you don't need to contact us.

Thanks for your patience and understanding in this matter. We hope to see you again soon.




* DNR Confirmation





Hello,


I'm sorry to learn about the situation you've had with the delivery of your recent order.

This is certainly not the kind of service that we want our valued customers to be experienced with. I have passed your feedback along to the appropriate department so that proper corrective actions will be taken in this matter.

To assist you better, I've checked and can see that tracking states your order has been delivered onOctober 7, 2017 at 07:42 PM.

In this situation, I kindly request you to please reply to this email and confirm us weather you have received it or not and we'll be happy to replace it free of charge, or refund you if a replacement is unavailable.

I'd like to apologise for this and to help make up for the inconvenience, I've extended your Amazon Prime membership by 30 days. You can review your renewal details in the Manage Prime Membership section of your Amazon.co.uk account. The membership will now renew onTuesday, 12 June 2018.

I am sorry in making you to write back to us, but this will help us in resolving this issue for you in an efficient manner.

Your patience and understanding in this matter is highly appreciated.

We look forward to serve you again soon.

* DNR Above GBP 40




Hello,

I'm sorry to learn that you weren't able to locate your order # "ORDER ID", even though tracking says it's been delivered.

I'd like to apologise for this and to help make up for the inconvenience, I've extended your Amazon Prime membership by 30 days. You can review your renewal details in the Manage Prime Membership section of your Amazon.co.uk account. The membership will now renew on Saturday, 1 October 2016.

I understand the level of disappointment this has caused to you. If I had been in this situation, I would have felt the same. Please give me an opportunity to fix this for you !

I have checked the order and the carrier is Amazon Logistics, I have taken the liberty of issuing a formal complaint to the carrier on your behalf. As an online retailer, we rely heavily on the postal system to deliver our orders to our customers and sometimes, despite all our efforts, there can be issues that are beyond our control.

I've now contacted Amazon Logistics on your behalf and asked them to trace the parcel where they delivered.

As soon as we hear back from Amazon Logistics, we’ll contact you again by e-mail within 24 hours. Please understand that this is the absolute longest we’d ask you to wait for an update and one may be received much sooner.

If you have no further information about your parcel from Amazon or Amazon Logistics after 24 hours, please let us know by replying to this e-mail.

Rest assured that I have already reported this issue to the appropriate department and in relation to the level of service and reliability of the carrier to deliver your parcel has been forwarded to our Transportation Department and an investigation will be done accordingly to make sure that proper corrective actions will be taken.

Thank you for your patience and understanding in this regard.

We looking forward to see you again soon.

* Refund edit can't

Hello,

Greetings from Amazon.co.uk Customer Service. I hope this e-mail finds you well.

This is Shivam, from Amazon Customer Service.

Further to your email received, I understand your concern about the refund of your order #203-1120369-9672344.

Unfortunately, it's not possible to change your refund to another payment card. Amazon is required to process all refunds to the original payment method applied when you place an order.

I'm sorry to learn about the issue you have had with your payment card.

Normally, in this case a refund will automatically be processed to the same account. Please contact the issuing bank about this refund. If you have another credit card with the same issuing bank, the bank can typically apply the refund to your new card. If you don't have a credit card with that bank any more, as an alternative they may be able to issue your refund by bank transfer.

For your privacy, your bank will only speak to you about your account.

If there is any difficulty in processing your refund, we will notify you as soon as possible.

I understand that I haven't given you the complete resolution but please be assure that we are working on it. Hope you can understand our limitations.Your patience and understanding is highly appreciated in this matter.

We look forward to seeing you again soon.

* SSD Exception

Hello,

Thanks for writing to Amazon.co.uk.

My name is Beant. I have picked up your e-mail today and I'll do my best to help you with your query.

Further to your e-mail, I do understand that your order was eligible for Free delivery. But you have been charged for £7.99.

Firstly, please accept my sincere apologies for any inconvenience caused by this situation.

I've checked your order and our records show that FREE Delivery was not selected for Order No:202-9240177-5610761.

However, as the items in the order were eligible to qualify for FREE Delivery, we'll be happy to apply the discount on this occasion. If you'd like to place a FREE Delivery order in the future, please be sure to choose this option at checkout.

I've taken a look at your order and we are unable to make any changes to your Order No: 202-9240177-5610761 because it’s already entered the dispatch process and it will be dispatched in some time.

Once you receive the dispatch confirmation email, please let us know by replying to this email so that we will be happy to refund the delivery charge of your order.

I am sorry in making you to write back to us, but this will help us in resolving this issue for you in an efficient manner.

If you need any further help or information, Please let us know by replying to this e-mail so that we'll be happy to help you further in this regards.

We look forward to seeing you again soon.

* Password Reset

Hello,

I'm sorry for any inconvenience caused while logging in your Amazon Account.

I've sent the password reset e-mail to you; however, before using this link, please make sure you are signed out of Amazon.co.uk.

To make sure you're signed out, look toward the top right of any of our webpages, next to the Shopping basket icon. If you see a message saying “Hello Your name”. Your Account" point your cursor to it. A menu will appear and clicking the bottom option, "Sign Out", will sign you out of your Amazon.co.uk account.

You can view a short video tutorial on how to reset your password here:

http://www.amazon.co.uk/gp/help/customer/display.html/?nodeId=201168590

[Please rest assured that it will not ask for post code by resetting the password with the above link.

If this doesn't fix the issue, it may be that cookie management or file utility software is causing the difficulty or it may be a browser issue.

To clear your cookies the following steps should be taken:

- If you're using Internet Explorer, click on Tools > Internet Options > Browsing History > "Delete".

- On Mozilla Firefox go to History > Clear Recent History > "Clear now".

- If you're using Google chrome, select the wrench icon on the browser tool bar > Select tools > Clear browsing data > Select the checkboxes for the type of information that you want to remove > finally click "Clear browsing data".

- If you're using Safari, click Safari > Preferences > Advanced tab > select "Show Develop menu in menu bar" > from the menu bar click "Develop" > "Empty Caches".

- If you're using Safari on an iPad, go to the Setting tab > select Safari from the left hand menu, > select the "Clear cookies and data" option and then confirm the action by selecting clear. You can then go back to the Safari app and navigate to Amazon.co.uk.

For more information on Cookies, please visit the following URL:

https://www.amazon.co.uk/mobile-browser-settings

If you are still not able to login into your Amazon account then please contact us. We’ll connect you to our account specialist department for any further assistance if needed.

Customer Service can be reached by phone and chat 7 days a week 06.00 to midnight, local UK time.

If you need to call us, we can be reached on Freephone (within the UK) 0800 279 7234. International customers can reach us on +44 207 084 7911.

I hope this helps. We look forward to seeing you again soon.