Notes

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?

(If the cx provided you the order number but there are several items)

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 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?

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?
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?

For me it’s a pleasure to serve you!

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?

For me it’s a pleasure to serve you!


CLOSING
Hot keys
cty
cclose

Power Words

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


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 evening!

5651954963632

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?

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

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!

CHANGE ORDER
I am sorry to inform you that, due to security reasons, we are unable to change an order after you click "Place Your Order" because your order begins processing immediately. In this case, I recommend you if you allow me to cancel the order, do not worry the refund would be posted within 5 business days and you could place a new order with the correct. May I proceed to request the cancellation for this order?

RESHOPPED:
Thank you very much for waiting, I was checking in the system and the ITEM was cancelled and reshopped because the item was not available at the store. This means that our system checked if the item is available at a fulfillment center so they can send it to the store. In this case this item is going to ship on DATE and once it ship you are going to receive an email with the tracking information.

Hello, in order to assist you better, could you elaborate on your inquiry?
Hello.
It will be a pleasure to help you.
Hello.
I hope you're doing well today! How may I help you with today?
Hello.
I’m sorry to read the issue you have with your order. It’s very important. Allow me to take a look at what I can do. Can you please provide me with your order number?
Hello.
I’m sorry to read the issue you did not receive your order. It’s very important. Allow me to take a look at what I can do. Can you please provide me with your order number?

Thanks for your patience. I truly apologize for the inconvenience this has caused you. Let me inform you that I've researched your order and according to our carrier information, it got lost in transit, since we didn’t receive updates from the carrier. So in order to correct it as soon as possible,

Thanks for your patience. I truly apologize for the inconvenience this has caused you. Let me inform you that I've researched your order and according to our carrier information the order was delivered, but if you did not receive it, the order was lost after delivery. So in order to correct it as soon as possible,

The replacement has no charge for you, once your order ship you are going to receive an email confirmation with all the tracking information.

So in order to correct this as soon as possible, I can process a refund for your order. I really want to offer you a replacement but I am afraid the item is out of stock. May I process the refund for you?
I want to apologize for the inconveniences that you are experiencing, since I understand that the item is important for you. In order to rectify this inconvenience,

You will receive an email containing a prepaid mailing label. Please repackage your item, place the label on the box and drop it off at your nearest post office, you will have 30 days to mail it back to us.

I will proceed with the REFUND and once complete you will receive an email with a free prepaid return shipping-label and you will be able to drop it off at your nearest postal office, once the return process is initiated online our store won't accept the item, you will have 30 days to mail it back to us.