Notes

Hello, I am reading that you

Hello, I hope you have a good day, I will be glad to assist you.

I will be gad to help you with your inquiry about

I can only imagine the situation you experienced regarding
Rest assured that I will do my best to help you properly.

I truly apologize for this situation and will be glad to verify the best options available for you.
I would appreciate if you can provide me with more details.

I am willing to help you and I would appreciate if you can provide me with more details.

I apologize for this delay, I can only imagine how you felt when realized the order was marked as delivered, but you didn't receive it. However I will be glad to verify the status of your order and determine the best resolution on your behalf.

May I have the order number so I can review it on my system?
Thank you so much for the order number provided. May I place you on a brief hold while I look into this?
Thank you for your patience, I was able to find your order placed for a

PROVIDING INCIDENT NUMBER
I would like to share with you an incident number so you can report it tomorrow if you have not received your mattress by tomorrow: xxx.

CONFIRMING ORDER
Thank you for your patience, I was able to find the order placed for XXX, is this the order you have not received?
I was able to confirm with FedEx that your order was delivered XXX, as you can verify on this link:
Have you contacted your neighbors, relatives or house keeper if they may receive the package for you?

PREVIOUS CHAT SESSION
Thank you for providing the reference number of your previous chat session. I will be glad to continue assisting you with your

NO REPLACEMENT BUT REFUND

I've researched your order and have determined that it was lost during shipment. I apologize for the inconvenience.
I was reviewing your available options, however the system didn't allow me to review a replacement, is it OK for you to process a refund for the XXX?

ORDER STATUS

Currently the order is being prepared and once it's shipped, you should receive a confirmation email shortly.




ADJUSTMENT OFFER 10%
I am very concerned about this situation and will be glad to offer you a 10% adjustment to the price of this item in form of a partial refund, is it OK for you?





CLOSINGS
You're satisfaction is my main goal and will be glad to continue helping you if you have any other inquiries?

Thank you so much for allowing me to assist you today. Is there something else I can help you with?




ESCALATE

Thank you for confirming this. I am very concerned about this and in order to help you properly, I will be glad to transfer your chat to our Customer Resolution Team so they can assist you as you deserve.

Thank you for confirming this. I am very concerned about this and in order to help you properly, I will be glad to escalate your case to my manager so they can assist with this, you should be contacted via email in 24-48 business hours.


Is it OK for you?

I hope you will receive the resolution expected. Thank you so much for taking the time to chat with me. Enjoy the rest of your day. Please stay on the chat while I transfer you.









ROLLBACK
I will be glad to verify the best option to rollback the price of your recent purchase.





DELIVERY STATUS
According to my system the item is scheduled to be delivered on September 9th, currently is being prepared and once shipped, you should received a confirmation email with the tracking information including the carrier's name.


MARKETPLACE ESCALATION

Since this item was purchased through one of our sellers Vetmed USA Corp, I need to escalate your case to them, and they will be in contact with you via email in 24 hours with the best resolution possible for you.
Is it OK to proceed?
I am glad to confirm that I was able to complete the escalation, you should be contacted soon.

Escalating incident to Marketplace queue for proper handling.

MARKETPLACE EMAIL SENT
Thank you for letting me know this, I was able to confirm that in order for you to be able to take the item back to the store, I need to process a label that you need to print and add it to the package of the item.

Please notice that taking the package to a Walmart store will start the return process as we will receive your package on our Walmart Store and then we send it back to the seller, is it OK for you to start this return process?

Thank you for your patience, I was able to complete the return process, you should receive a confirmation email with the label to paste it on the package.


AUTHORIZATION HOLD

Please notice that at the moment you place an order, we process an Authorization Hold, this is just to test your payment method has the funds to place the order. However the real charge is processed until the items are shipped. The Authorization Hold is dropped in 5 business days after requesting it to your Financial Institution in charge of your payment method.
In this case since the item was cancelled, you should be able to place the order again in case you would like to have it shipped again.


REFUND OPTION ONLY
I was attempting to review replacement options for this item, however the system is allowing me refund only, is it OK to process a refund for this item?


ACCOUNT TAKEOVER
May I have the email associated to your account?
Thank you for the email, in the meantime, I would appreciate if you can let me know what is the message you received notifying if this attempt to purchase?
We strongly recommend to reset the password of your account following this link: https://www.walmart.com/account/forgotpassword?tid=0&returnUrl=%2F

Also please make sure to use one device to log into your Walmart account only.
We need to remove all payment methods saved on your account, in order to do so , I would appreciate if you can provide me with your full billing address including the Zip Code.
Thank you for providing the billing address. I was able to delete your payment methods on your account.

I don't want to rush things, however, I would like to know if you have any other inquiries for me?

I am glad to hear that. It was my pleasure to assist you, my name is Erik, do you have any other inquiries or concerns I can assist you with?


I am very sorry to inform you that I tried to process a replacement for the size, color, model you need but unfortunately the system only allows me to process the replacement for the same item, I do really want to help you as much as I can. In this situation the best option could be to process a full refud and you can place a new order for the item with the size you need.

the system didn't recognize the orer and the shipping department couldn't process it











I’m sorry to read that you haven't received your item as you expected. Our records show that this package was delivered, so we will need to investigate before we can issue a refund or replacement. In order to expedite your resolution, please file a police report and email a copy to [email protected]. Please include your order number and contact information when emailing the police report to us. Once we receive your police report, allow 24 hours for our escalation team to reach out to you. In the meantime we will start a trace with the carrier, they should have cameras in their trucks to retrieve your package.



Yes I spoke with him again and he also tried to process it, but if we process a replacement, you will be charged again and if we process a refund for your item and it is not returned as the carrier notified that was delivered in good conditions, you will be recharged and we do want to avoid all these issues.


I truly apologize for this situation regarding your missing item, I hope that you can understand that if I had the option to process a refund or replacement for you I would do it for you without hesitation, unfortunately I am a worker that has to follow the Walmart policies. I hope you do not take it personally. Once again I offer you my most sincere apology.