Notes

Hi! I´m glad to assist you with your situation, 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 you are doing great today, I´m happy to assist you, how may I help you?

(If the cx provided you the order number but the are several items)
Hi! I´m glad to assist you with your situation, 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 the name of the item that is (reason)?

Hi there! I understand how important is this order for your since (reason) however, I will do my best to help you out with this. Let me check what can I do in order to resolve it. Would you please provide me the order number?

(If the question is not clear)
Hello, I will do my best to help you out with your inquiry, would you please be so kind and tell me more about it?
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?
Be rest assured that you will not be charge for the item since you did not receive it. For me it´s a pleasure to serve 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. For me it´s a pleasure.
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 options, always check what kind of return is providing you cca during 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(replacemente/refund) After I´ll process the return ( replacemet/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 will 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?