Notes

OPENING: Hello, $contacts.name.first! Good morning! Nice to meet you over chat.
I hope you are doing well today. I will be more than happy to take care of you right away.
I was reading your message and I will do everything to help you out .
I want to ensure that all of your concerns are addressed and resolved today.

CHELP DE CHAT BUENO: Please check each email that you will receive in the next 5 minutes after to close this chat. May the rest of your week be filled with happiness and never ending kindness!!! My best wishes and positive vibes for you and your family!!!

Is there anything else I might help you with today?

CHELP CHAT MALO: I appreciate your time chatting with me. Do you feel well with the resolution I provided you, or is there anything else, big or small, that I can help you with today? Your satisfaction is my priority, $contacts.name.first.


CHELP NO BUENO: Remember my name is xxxxxxxxxxx and It's been an honor assisting you today! Thank you for being one of my nicest customers today and for allowing me to assist you with your concerns. You've been very kind and understanding.

Is there anything else I might help you with today?

LOST AFTER DELIVERY: hank you for your patience. Let me inform you that I've researched your order and according to our carrier information, have determined that it was lost after deliver, due we checked the tracking information and appears as delivered.

LOST IN TRANSIT: Thank you for your patience. Let me inform you that I've researched your order and according to our carrier information, have determined that it was lost in transit, due we didn’t receive updates from the carrier.

MARKETPLACE: Let me tell you that the item is sold by our third party seller XXXXX, all refunds, replacements, cancellations, adjustments, discounts and customer service are handled by them.

PARA PREGUNTAR ESCALALACION DE MARKETPLACE Thanks for reporting this to us and I am very sorry that our marketplace partner did not assist you properly, please note that we stand behind every product sold on Walmart.com. For that reason and in order to do my best with you, I will escalate this to our marketplace team, and our specialist will contact the seller to work with them in your case, in order to resolve this as fast as we can. Our team will contact you via email in the next 24 hours with the resolution. May I escalate your case?


DESPUES DE ESCALAR A MARKETPLACE : I already escalated this. The escalation reference number is: XXXX, in case you don’t receive any email or call, please contact us back with this reference number after 24 hours.

APOLOGIZE: First of all, I want to apologize for the experience that you faced with us. I feel embarrassed for the inconvenience has caused you, I will leave the proper comments and rest assured we are working to improve our service and offer you a better online shopping experience and take care to avoid this happen again. So in order to correct this as soon as possible, ....


APOLOGIZE 2 : On behalf of Walmart.com I want to extend my sincerest apologies for the negative experience that you had with our on-line purchases system.


STUCK IN PROCESSING : Thank you for your patience, $contacts.name.first . I’m afraid that I don’t have good news and I apologize in advance for this matter. After reviewing your account, it seems that your order is currently on the stuck processing stage. There are several reasons that this can occur including operational and system issues. However, sometimes orders ship before they can be canceled. If your order cancels, you'll receive a cancellation email. If your order cannot be canceled, you'll receive an email when it ships. At that point, you can decide whether you wish to keep it when it is delivered. There will be a returns label in the package. The fastest resolution would be to attempt to cancel the order and reorder if you still want it. Would you like me to attempt to cancel your order?


MORE EMPHATY
I really understand you and believe me, I know what it feels like .. It's annoying when you need something and it's not ready on the date the delivery was estimated.

I am really sorry for the inconvenience this situation might have caused you. I understand how important this is for you and to rectify this matter.

I deeply apologize again for this matter with your order, and in order to correct this as soon as possible, I do have a couple of options for you today. I can process a refund or I can create a replacement order for you. Please let me know which would you prefer?

We value you as a customer and thank you for taking the time to share your thoughts. We will definitely share this information with the appropriate team to avoid that this happen again.

At Walmart.com, we pride ourselves on giving our 100% every day to ensure that our customers’ needs are being met. I know that we have let you down, and for that we are very sorry.