Notes

HI

For me it’s a pleasure to serve you!

Opening

Hi! I’m glad to assist you with (reason) I will do my best to help you out. In order to access on your account, would you please be so kind and provide me your order number?

Hi there! I hope your are doing great today, I’m happy to assist you, how may I help you?

________________________________________________________________________________________________________________________
-----------------------------------CLOSE------------------------------------------

I am concern that my system shows that you are disconnected and I want to be sure you received my information. Are you still there with me?

I am afraid of the automatic disconnection, I've not heard from you in a few minutes, Are you still in chat?

I want to make sure you received all the necessary information from me today. Is there anything else I can assist you with today?

There is no need to thank me, I am more than happy to help you. Please remember that you are always welcome to chat us back if you need further assistance. It's been a pleasure assisting you. I am going to disconnect now. Thank you for contacting Walmart.com and have a great day!

I did not receive another response from you. Therefore, due to inactivity the system is going to close the chat, but if you still need further assistance, please do not hesitate to contact us back and we will be more than glad to assist you. Thank you for contacting Walmart.com. Have a great day!

_________________________________________________________________________________________________________________________
Opening order not received

Hi, I totally understand how important is this order for you and I apologize to know that you did not receive your order yet, let me check what can I do to make it better. Would you please be so kind and provide me your order number?

Resolving the issue

Damaged

NAME, I truly sorry to know that your item arrived damaged, be sure that we will work with our team in order to avoid it in the future. However, in order to resolve it as soon as possible, would you like me to process a replacement for you?

(If a return is necessary)

Awesome, I’m going to take care of your replacement, let me tell you that you will receive a prepaid return label to your email address. Would you please be so kind and place the label on the box and drop off on your postal office? It will be very helpful in order to receive the replacement as soon as possible.

Item missing from box

NAME, I’m afraid to know you did not receive the complete order, let me tell you that it should has been an error during the packing of the box which I truly sorry for, be sure that we will work with our team in order to avoid it in the future. In order to resolve it as soon as possible, would you like me to process a replacement for you?
Be rest assured that you will not be charged for that item since you did not receive it. For me it’s a pleasure to serve you!

LIT

NAME, let me tell you that I was checking the tracking details on your order and it seems that there is not any movement with the carrier since (date), be sure that we will work with our team in order to improve our service and avoid it in the future. In order to resolve this situation as soon as possible, would you like me to process a replacement for you?

LAD

NAME, I’m afraid to know that you did not receive your order, after checking the tracking information I have determined the package was lost after delivery which I truly sorry for. However, I understand that this is an important order for you so let me go ahead and process a replacement for it. Would you like me to proceed?


Returns

(There are 3 option, always check what kind of return is providing you CCA during the replacement or refund)

(Mail back)

Let me tell you that you will receive a prepaid return label to your email address. Would you please be so kind and place the label on the box and drop off on your postal office? Once the package will be scanned on the return center you will receive an email confirmation about (replacement or refund) After I’ll process the return (replacement/refund) you will have 30 days to return the item. May I proceed?

(First scan)

Let me tell you that you will receive a prepaid return label to your email address. Would you please be so kind and place the label on the box and drop off on your postal office? Once the package will be scanned with the carrier you will receive an email confirmation about (replacement or refund) After I’ll process the return (replacement/refund) you will have 30 days to return the item. May I proceed?

(Instant refund or replacement)

Let me tell you that you will receive a prepaid return label to your email address. Would you please be so kind and place the label on the box and drop off on the post office? After I’ll process the return (replacement/refund) you will have 30 days to return the item in order to avoid any recharged, I kindly suggest you to return the item as soon as you can. May I proceed?

*** DAMAGE
NAME, I truly sorry to know that your item arrived damaged, be sure that we will work with our team in order to avoid in the future. However, in order to resolve it as soon as possible, wuold you like me to process a replacement for you?

(if a refund is necessary)
Awsome, I´m going to take care of your replacement, let me tell you that you will receive a prepaid return lavel to your email address. Would you please be so kind and place the label on the box and drop off on your postal office? It will be very helpful in order to receive the replacement as soon as possible.
___________________________________________________________________________________________________________________________________________________________________________________________
Resolution

Replacement

NAME, I’m glad to tell you that I already processed a replacement for you and according to my records the new estimated delivery date will be on (date) also, let me tell you that you will receive an email confirmation with the new order number shortly. I just want to make sure I have covered everything that you need, is there anything else I can help you with?

For me it’s a pleasure to serve you!

Refund

NAME, I’m glad to tell you that I already processed the refund of (amount) for you and it will be post on your original payment method within 5 business days also, let me tell you that you will receive an email confirmation of the transaction shortly. I just want to make sure I have covered everything that you need, is there anything else I can help you with?



Adjustment

NAME, I’m happy to tell you that I already processed the discount (refund) of (amount) for you and it will be post on your original payment method within 5 business days also, let me tell you that you will receive an email confirmation of the transaction shortly. I just want to make sure I have covered everything that you need, is there anything else I can help you with?


READY TO PICK UP
Thanks for waiting, I have checked your order and according to my system your items from order number [***INSERT ORDER NUMBER***] are ready for you to pick up at the store you selected, which is listed in your order confirmation email. It's possible that the store has not updated their information for the ready for pickup email to be sent. Your order was delivered on *DATE AND HOUR* and this was received by **Person name**, I would like to recommend you call to the store to be sure that your order is ready to pick up, please ask directly for the person that received your order, the store phone number is **Phone number* You will need your order number and a valid photo ID that matches the name of the pickup person on your order.

Fraud
My deepest apology for all the issues with your account. Thank you for bringing this unauthorized purchase to our attention. For your safety, we recommend you if you can change the password or from further use and deleted any saved payment information to help prevent any future unauthorized activity. For future purchases, we will need you to use a different email address and credit card. We kindly and strongly recommend that you also get in touch with your financial institution to make sure that there has been no other fraudulent activity.

MISSING PARTS
Thank you very much for your patience today, I am really sorry to inform you that, unfortunately, we are unable to send a replacement just for a part of the item. I would like to offer you a replacement just for those items but due to those are shipped in the same box, we need to replacement the whole item. Or if you prefer, other option should be if you would like to call the manufacturer to check if they can ship the damages parts for you. Would you like to call them first to check if they can assist you with this?

Awesome
Amazing
Perfect
Marvelous
Fantastic
Great
Sure thing!
Of course!
Absolutely!
Good purchase!
Cool
Excellent