Notes

Assistance
Hi, my name is Divyanshi Mishra and I'll be helping you with your request.
Hi, my name is Divyanshi and I'll be assisting you today
As I can see your order's promise date is August 28, 2019 so it is not delayed according to the promise date.
Understand

Hope you will understand.
Thanks for waiting.
Thanks for being patient.
Pleased to assist you.
Request your understanding in this regards
Thanks for your understanding in this regard.

Unresolved
A short survey that won't take more than two minutes of your time has been sent to your registered email address to get your feedback on the resolution provided and our conversation.
You can rate our conversation experience on a scale of 1 to 5, 1 being the lowest and 5 being the highest.

Your feedback is really valuable to us and will help us enhance your experience.

Resolved

A short survey that won't take more than two minutes of your time has been sent to your registered email address to get your feedback on the resolution provided and our conversation.
You can confirm if you're happy with the resolution provided by choosing 'Yes' or 'No'.
Please be assured do rating it will helps for me or you for the further services enhance better in future thanks in advance.
You can rate our conversation experience on a scale of 1 to 5, 1 being the lowest and 5 being the highest.
Your feedback is really valuable to us and will help us enhance your experience.
Generic:-
I see that you are concerned about the delivery of the product "----". Is this the issue that you wish to raise with us today?
Cx asking for refund cause she received same size after replacement
I would like to let you know that the seller will be happy to provide you refund for this product.
May I go ahead for the same?
Could you please confirm your pick-up address?
VCx did not replied---
I would like to let you know that your pick up will be done by August 24, 201.Refund : Your refund will be transferred within 2 business days "after pickup.

I would like to let you know that your issue is with the team, the team will get back to you within 24 hours with the resolution.
As I can see your issue is already with the team, not to worry your issue will resolved on or before August 27, 2019 by the team.
Thanks for your understanding in this regard.
May I know the exact issue which you are facing with the product?

Escalated Related

I would like to let you know that I am escalating your issue with the team to resolve your problem.


I would like to let you know that your issue has been already escalated to the concerned team.

Please be assured that they will look into this and get back to you with an update by April 13, 2019.

While checking we might need to contact you, is there any alternate number you want to share?

Thank you so much for this additional information. It looks like we need some help from our concerned team to resolve this.

Our concerned team is working to resolve this issue as soon as possible.

Yes, as I informed earlier that your issue has been already escalated to the concerned team.

Do not worry, your issue will be resolved as soon as possible.

This is the maximum time for the resolution. You may receive the resolution within this period.


Due to uncertain reasons your order has been cancelled.


Please place a new order.
Please go through these templates:
I certainly understand that this is not what you were expecting. This is never intentional from us to cause trouble. We will ensure precautionary measures are taken in order to avoid this situation next time around by the seller and the courier partner.

We, Flipkart, as a team will do our best so this does not happen again and we're constantly working to enhance your shopping experience.

Please be assured that the seller is putting in additional measures to make sure that your order-to-delivery experience is a delightful one.

Your co-operation and understanding towards this will be appreciated.

We are having a close followup till your product reaches you, in case if your registered number is not reachable then we will get in touch with you on your alternate number.

Escalation


I would like to let you know that I am escalating your issue with the team.
We are working to get it resolved and will get a resolution on the same by XXXX.

I would like to let you know that as there has been a delay due to unavoidable courier related constraints, we have escalated the issue and we are working for the issue.

Please do not worry, the issue will be resolved and the product will be delivered by XXXXX.

I would like to let you know that I have escalated your issue to the team and they will get back to you with a resolution on or before August 27, 2019.

As I can see, your case is already with the team. Please do not worry, the team are looking into it and they will get back to you by July , 2019.

I would like to let you know that your order was delayed due to an unforeseen issue faced by the seller.

Not to worry, I will go forward and escalate your issue so that the order reaches you at the earliest.

For your concern, we have a dedicated team. Hence, I request you to wait till the above mentioned time frame.

As I can see the replacement product "Cox Swain Rock-White Sneakers For Men" has been shipped by the seller and should be delivered by May 15, 2019.

I certainly understand that this is not what you were expecting. This is never intentional from us to cause trouble.


We, Flipkart, as a team will do our best so this does not happen again and we're constantly working to enhance your shopping experience.

Please accept my deepest apologies in this regard, I am extremely sorry for this you had to face this issue.

I request your kind understanding and patience in this regard, the team is working on your issue and will get back to you with a resolution as soon as possible.

I certainly understand that this delay has caused a loss of excitement to receive this product
We'll definitely try to improve our overall services further.

Please be assured, the team are looking into this issue and I'll make sure that your remarks are passed to our team so that they will provide you a resolution as soon as possible.

Please do not worry, the above mentioned date is just a maximum time frame to resolve your issue.

Please share your alternate contact number so that we'll work on this and get back to you with a resolution.

Could you please confirm the alternate contact number as it will be helpful in getting touch with you in case if we are unable to reach you on primary contact?
No need to worry, I am escalating your issue to the concerned team so that they will surely help you out on priority basis.

Since I am also a human, this is a typo error and I am apologizing for the same.


As I can see, the seller has shipped your order and it will reach you on or before July , 2019.

Delay in order

I understand the urgency and importance of your product.

I am sorry, we can not commit but courier partner will do their best to deliver the product at the earliest.

Please treat this as an exceptional case, and give the seller's partnered courier service provider one more chance to set this right.

Please do not worry the courier service provider will try their best to deliver your product earliest.

We are sincerely sorry for the displeasure caused to you in this regard.

This is never intentional from the seller's end to cause trouble.

I certainly understand that this is not what you were expecting.

The estimated date is just the maximum time frame, in most cases the delivery will be attempted before the estimated time.

Being a valued customer, I request you to wait for some time.

To set this right, I'll immediately share strong feedback and make sure they don't repeat the same.
Please treat this as an exceptional case and give the seller one more chance to set this right.

- The seller will make sure that you will never face such incident in your future purchase with us.
use this in delay in delivery

Goli
Trust me, if there would be any other option with me, I would surely help you out on priority basis.

I request you to please wait for 24 hours as I have escalated the issue with a strong feedback to the team and will surely get back to you with a resolution.

I can understand your situation if I would have been in your place I would have reacted the same.

I am understanding your situation and really want to help you for the same.


I request you to please wait for the delivery of your product as per the delivery timeline.

However, we will try our best to get it sorted out soon and would appreciate your patience and understanding in these regards.

No need to worry, I will check and help you with this.

Please try to understand if there is an option with me, I could have definitely helped you out.

Trust me if there is an option with me, I could have definitely helped you out. As you are one of the valuable customers for us.

I assure you that feedback has been shared with the seller and they'll do their best to make sure that you don't experience this again.

We are providing feedback to the seller in order to minimize such issues which adversely affects the experience of our shoppers like you.

I'll definitely share the feedback with the courier service provider, so that they can work on it.

I've noted this down and will make sure appropriate feedback is shared with the seller so that you do not experience this next time around.

As you are one of our valued customers, your satisfaction is one of our primary concern.

I want to assure you that additional measures are put in place so this does not happen again.

Feedback and suggestions from customers are taken seriously and have been instrumental to our success.

Please be assured that we will certainly consider your suggestion and look into the feasibility of implementing the same.

Thanks for your kind understanding in this regard.

I see that you have been one of our valuable customer and really sorry for the trouble you had to go through.

If I relate it to myself I can completely understand how frustrating and annoying the situation can be when something like this happens but believe me it was never our intention.

I am really sorry, being a valuable customer you are facing the trouble.

I can understand how you feel in this situation. In fact, if I would be at your side I felt same as well.

***Other*****

I understand your concern about the previous return being cancelled.

Please do not worry, we are working to help you out with the return.

We will get the same arranged by the seller.
Since I have not heard from you in a while so i need to close this chat.However, if you have any other queries feel free to contact us. We will happy to help you.
I am sorry to let you know that the shipment has reached a different location instead of the one closest to you while your shipment was in transit on June 09, 2019 and it will take additional 03 business day to deliver the order.
However, if the product still not be delivered to you by 07:00 today, we have already escalated your issue regarding the delivery of your order and we will get back to you with an update by June 19, 2019.
I would like to let you know that the prices, offers, and discounts vary based on the sellers from time-to-time, and you can always check the push notifications we send you on the Flipkart app so you don't miss any of the exciting offers.
Trust me if there is an option with me, I could have definitely helped you out. As you are one of the valuable customers for us.
I would request you to wait by June , 2019 to get the resolution, as this is the maximum timeline given to you but we will try our best to get back to you as earlier with a resolution.
I'll take this up personally with the courier service providers and make sure they take utmost care to ensure this does not happen again.

Although, I would like to inform you that the shipping charges of Rs. 40/- will be added to your account within 24 hours of successful delivery. You can use this amount within a year to shop for your favorite products on Flipkart.

Wait refund💰⏱

I would like to let you know that the seller will be happy to provide you the replacement/refund for this product

Should I go ahead and ask the seller to raise a return request for refund/replacement?

Shall I proceed the refund request with the seller on your behalf?


Would you like the pickup to be done from same address?

OR

Please confirm, the pickup address will be the same as the delivery address or you want to change the address?

Would you like to update any alternate contact number for the pickup?

Please also confirm if your phone number: XXXXXXXX is correct and do share an alternate contact number if any.

I have checked and see that your bank account ending in XXX is already added for the refund.


****Asking for bank details*****

Please share your bank details for the refund.

****Confirmation******

I would like to let you know that as specified by you, a return request has been created for the order.

I would like to inform you that the seller has approved your refund request and the pick up will be done by May 18, 2019.

The seller will initiate your refund to your XXXXX after XXX business days of successful pickup.

or

Please be informed, your product will be picked up by XXXXX and your amount for Rs.XXX/- will be refunded back to you within XXX business day after a successful pickup.

Please keep the item along with the original product box, accessories & tags ready for pickup as the Wishmaster will not be able to complete the pickup in case any item is missing.

Delay in Delivery templates
Use as per scenario

TOA for delay in delivery:

Although the seller's partnered courier service provider will not be able to make up for this delay, for your continued trust in us and for being patient, they will add ₹100/- to the Gift Card section of your Flipkart wallet within 24 hours of the product delivery. You can use this amount anytime within a year to buy products from a wide range of sellers on our website or app. This Gift Card will be valid for a year from the date it is credited to your Flipkart Wallet.

I’d also like to assure you that we’re doing everything possible to give you a better experience the next time you shop on Flipkart and hope you’ll understand.

Delay in Delivery templates
Use as per scenario
💰
****Confirmation******

I would like to let you know that as specified by you, a return request has been created for the order.

I would like to inform you that the seller has approved your refund request and the pick up will be done by May 18, 2019.

The seller will initiate your refund to your XXXXX after XXX business days of successful pickup.

or

Please be informed, your product will be picked up by XXXXX and your amount for Rs.XXX/- will be refunded back to you within XXX business day after a successful pickup.

Please keep the item along with the original product box, accessories & tags ready for pickup as the Wishmaster will not be able to complete the pickup in case any item is missing.

Cancellation

As you confirm that you want to keep the product so the seller will cancel the replacement request.

I would like to let you know that the seller has initiate the cancellation for your replacement request as per your confirmation and it may take 48 hours to complete the cancellation.
Replacement

I would like to let you know that the seller has arranged a replacement for the product and it'll reach you by June 12, 2019.

The item originally delivered to you will be picked up at the same time.
Confirming


Please check if this is the product you are looking for.

Thanks for sharing the information.

Just to confirm, we are discussing about the product

I would like to inform you that the seller
Packaging Manner

The seller would only help you in replacement. Please confirm if you would like to go with the replacement.

Please answer me some questions before, so that I can proceed further.

Please confirm, if you want the pick up address and contact number remain same as delivered?

Is there any alternate number you want to share?

Do you have the product MRP tag, brand box and all the packaging which you have received at the time of delivery?
Alternate number

Also would you like to share any alternate number?

Would you like to add any alternate number?

Can you please provide me with an alternate number?

Also, can you please help me with an alternate contact number of yours?

It is because in the meanwhile if we need to contact regarding the same.
Also, can you please help me with an alternate contact number of yours?

It is because in the meanwhile if we need to contact regarding the same.

CASH ON DELIVERY NOT AVAIL

I understand your concern that you are unable to choose 'Cash on Delivery' option for your orders.

I'd like to let you know that COD service availability in any area depends on various factors such as the seller's location, delivery address and also the type and price of the product.

At this moment, none of our sellers are offering the Cash on Delivery facility at your pincode. In the future, they may resume the service in your area.

However, you can also choose a prepaid mode of payment like Debit Card/Credit Card, Phone Pe, Net Banking, Flipkart Money or Gift Card to place your order for now.