Notes

CSAT
Sorry for the miscommunication.
Hi , how may I assist you?

Thanks for being a valuable Flipkart Plus member
{Customer_name}, your feedback is really important to us. Please share your experience by completing the email survey you'll get after this chat session.




It was a pleasure assisting you.

Thanks for your valuable time over the chat.

Thanks for choosing Flipkart. Have a fabulous day!

I hope I was able to help you with your concern today



DELAY IN DELIVERY.
Please share your alternate contact number so I can escalate this issue with the team.

Please share your alternate contact number, in case your primary number is not reachable.
As I can check that your product delivery has got delayed due to some unforeseen reason faced by the courier service providers.
I have escalated this issue with the team.
I would like to inform you that this issue is already with the team.
Do not worry, team will get back to you with an update regarding your concern on or before November, 2019.
Do not worry, team will get back to you with an update regarding your product delivery on or before November , 2019.
Please be assured,team will get back to you with an update regarding your product delivery within 24 to 48 hours.

I would like to inform you that if Wishmaster fails to deliver your product today by 7 PM, team will get back to you with an update on or before October 30, 2019.

Do not worry, team will get back to you with an update regarding your product delivery within 24 to 48 hours.


Please be assured, team is working closely with the courier service providers to deliver your product as soon as possible.

Please be assured, courier service providers are trying there best to deliver your product as soon as possible.

Thanks for your kind understanding in this regard. You can use this amount, within a year, to buy anything from a wide range of sellers on Flipkart.

DELAY IN PICKUP

As I can check that there is a delay in your return pickup.
Do not worry, I will surely help you with your concern.

Seller will add Rs. 130/- to the Gift Card section of your Flipkart account within 24 hours of your product pick up.

You can use this amount, within a year, to buy anything from a wide range of sellers on Flipkart.

Please be assured, team will get back to you with an update regarding your product pickup on or before September , 2019.





REFUND

Team will get back to you with an update regarding your refund amount on or before August 21, 2019.


As I have informed you earlier, this issue is with the team now.




You can use this amount, within a year, to buy anything from a wide range of sellers on Flipkart.



- I'm sorry to let you know that the delivery of your {product_name} is delayed due to an unforeseen issue faced by the seller's partnered courier service provider.

-Not to worry, the seller is putting in extra measures to ensure that you receive the product by {oathkeeper_TAT}.

-To thank you for your understanding, the seller will refund the shipping charges of Rs. {amount} to the Gift Card section of your Flipkart account.

-You can use this amount within a year to shop for your favourite products on Flipkart.

-If the status is not Out for Delivery even after 4:00 PM, inform the customers that the courier service providers will do their best to get the order delivered as per the promised timeline, however, in the unlikely event of the order getting delayed, the courier service providers will be intimated about this and they will attempt the delivery within the next business day.

-We are sorry to let you know that the delivery of your order has been delayed due to some unforeseen issues faced by the courier partner.


As I can check that Wihsmaster tried to deliver your product on October 04, 2019.

Do not worry, Wishmaster will make two more attempts to deliver your product in two business days.

I would like to let you know that if Wihsmaster will fail to deliver your product on that day.


RETURN


Please share the exact issue, you are facing with the product so I can forward your request to the seller.

I would like to inform you that seller will happily provide you replacement or refund for this product.
Please do not worry I will surely help you regarding your concern.

Not to worry we will pass your concern and make sure that the necessary steps will be taken to resolve this type of issue.

Please confirm shall I proceed with your return request to the seller on your behalf.

Please confirm the pickup address for this product will be same as of the delivered product.

Please help me with some information while I place your return request to seller on your behalf.

Please confirm you have correct and complete product (with the original brand, article number, undetached MRP tag, product's original packaging, freebies and accessories)

Please keep the item along with the original product box, accessories and tags ready for pickup by (Date) as the Wishmaster will not be able to complete the pickup in case any item is missing.


Please share your primary and alternate contact number.

We are sorry for the trouble that has been caused to you in this regard.

We would never want any of our customers to go through such a case.


This is never intentional from the seller's end to cause trouble.
Could you please share the details regarding the refund:
Beneficiary name
Account number
IFSC Code
bank name
branch, city.




REFUND
I would like to inform you that seller has refunded your amount Rs 331/- to you bank account on November 09, 2019.It will get credited to your bank account on November 12, 2019.

The last three digits of the account is ***********786.
Please confirm have you checked with your respective bank regarding this amount
I would like to inform you that seller has refunded your amount Rs 899/- to you Gift Card section of your Flipkart wallet on September 06, 2019.
It has been credited to your Gift Card section of your Gift Card section of your Flipkart wallet by Augustrt wallet on September 10, 2019.

The reference ID for this transaction is 922315919665

In case of any delay, please contact your bank's customer care using the number mentioned on the back of your card.

Debit Cardd
I would like to inform you that seller has refunded your amount Rs 849/- to you Phonepe UPI on September 16, 2019. It will get credited to your PhonePe UPI by September 25, 2019.

EGV

I would like to inform you that seller has refunded your amount Rs 1048/- to you Debit Card on October 23, 2019. It will get credited to your Debit Card by October 30, 2019.

I would like to inform you that seller has refunded your amount Rs 375/- to you Debit Card on September 06, 2019. It has been credited to your Debit Card on
September 19, 2019.


I would like to inform you that seller has refunded your amount Rs 19999/- to you Credit Card on September 06, 2019. It will get credited to your Credit Card by September 19, 2019.

OD116296451369717000

I would like to inform you that seller has refunded your amount Rs 364/- to you bank account on September 02, 2019. Ithas been credited to your bank account by September 03, 2019.


I would like to inform you that seller has refunded your amount Rs 1313/- to you Flipkart wallet on September 19, 2019. It will get credited to your Flipkart wallet by September 19, 2019.



STATUS CHECK

STATUS CHECK

Yes, this is a chat window. My name is Seema. I am here to assist you.

On checking, the promise date has been revised.


I would like to let you know that I will not able to share the details with you, as it has not been shared with us by the logistics partners.
As I can check that Wishmaster is on his way to deliver your product. You will receive your product by 7 PM today.

I would like to let you know that as per our records you will receive your product by 7 PM today.

I would like to inform you that seller has approved your product, soon it will be packed and shipped by the seller. You will receive your product on or before November , 2019.

I would like to inform you that due to some technical issue,I am not able to track your order.

I would like to inform you that the order is shipped by the seller through -------- and it will be delivered to you by October --, 2019.

I would like to let you know that I will not able to commit on that. Still, seller might surprise you with an early delivery.

Do not worry, most of the product are delivered before the promise date. Still, logistic partners will not able to commit you a early delivery.

However, I would like to inform you that delivery of a product is till 7 PM in the evening.



CALL BACK
You can contact us on our customer support on 1800 208 9898.
I do understand that you want a call back from our side.
I am sorry to let you know that as it is a chat window, I will not be able to call you.
If you want I can assist you over the chat.

If you'd like a callback from us, just follow these simple steps:
1. Please visit the Help Centre (App) or 24x7 Customer Care (Website) section
2. Select 'Contact us'
3. Choose the preferred channel
Rest assured, you'll receive a call back from us to help you with your query.

I would like to let you know that please follow the steps shared above, you will surely receive a call back.

GOLIYA



No need to worry, I will check and help you with this.

Please try to understand if there is an option with me, I could have definitely helped you out.

Trust me if there would have been an option with me, I could have definitely helped you out. As you are one of the valuable customer for us.

I assure you that feedback has been shared with the courier provider and they'll do their best to make sure that you don't experience this again.

We are providing feedback to the seller in order to minimize such issues which adversely affects the experience of our shoppers like you.

I'll definitely share the feedback with the courier service provider, so that they can work on it and can provide you a better experience.

I've noted this down and will make sure appropriate feedback is shared with the seller so that you do not experience this next time around.

As you are one of our valued customers, your satisfaction is one of our primary concern.

I want to assure you that additional measures are put in place so this does not happen again.

Feedback and suggestions from customers are taken seriously and have been instrumental to our success.

Please be assured that we will certainly consider your suggestion and look into the feasibility of implementing the same.

Thanks for your kind understanding in this regard.

I see that you have been one of our valuable customer and really sorry for the trouble you had to go through.

If I relate it to myself I can completely understand how frustrating and annoying the situation can be when something like this happens but believe me it was never our intention.

I am really sorry, being a valuable customer you are facing the trouble.

I can understand how you feel in this situation. In fact, if I would be at your side I would have felt same.
I'll take this up personally with the courier service providers and make sure they take utmost care to ensure this does not happen again.


Your kind understanding will be highly appreciated in this regard.
Goli


POWER LINES


'Sahil Verma' via TP-Mohali-Chat <[email protected]>
Wed, Aug 28, 3:06 PM
to TP-Mohali-Chat

Hi All,

Please use the below lines to handle customers in the mentioned scenarios.

Hoping to see some improvement in the numbers.

I would feel the same if I would be at your place however trust me sir, I have done my best at my end.

I do want to help you in this regard. I am trying my best to make things right for you with my efforts.

Since, your case is already with our team so it is my humble request kindly wait by______. Please be assured you will be getting the best resolution in this regard.

( DELAY IN DELIVERY IF CX DISPUTES WHY YOU TAKING SO LONG TO RESOLVE)


I know how hard it is to trust for you now. However, I have done my best at my end. Trust me, you will not face any issue and team will provide you the best resolution in this regard.

However, trust me if there would be anything else then I would have done it for you.

I hope you will understand my limitations.

I do not want to make any fake commitment this is the reason, I have done my best and have shared the same information that has been shared by the seller with us.

Please give a chance to let the seller correct this mistake. I do value you and your time in this regard.

We do want to keep you as a happy customer for a long time.


Customer smile is our first priority.

I really wish to do my best to make things easy for you with all the access that has been provided by the seller and our organisation.

I am glad that you are bringing this to my attention. I completely understand your concern I will share your feedback in this regard.

I greatly appreciate that you are taking this initiative and bringing this to my attention.

I greatly appreciate that you are taking this initiative and bringing this to my attention.

I do value you as a valuable customer, your time, your money and appreciate your business.


Give us a chance to help you and to keep you with us as a happy customer.



Cases out of control ( MY OWN)

I do feel the situation you are in however, trust me this is not in my hand.

I really wish to make it easy for you with all my efforts, I will surely submit your feedback in this regard.

I know it will be hard for you to believe. Please accept my sincere apology in this regard.



Empathy


I do understand the situation you are going through.

However, trust me if there would be anything else then I would surely provide you that information as well.


I do understand the importance of timely delivery of order.


We do have to work within the policy.


You have been such an awesome and understanding customer.

I do want to make things easy for you, we do value you as a valuable customer and do want to keep you as a happy customer for long time.


I am so thankful that you are appreciating my efforts.

Once your product will be out for the delivery, Wishmaster will call at your registered phone number if he will not be able to locate your address please be assured.


Since, I have not heard from your end so I need to close this chat.


Customer appreciation.

I greatly appreciate your kind understanding and cooperation in this regard.

You have been such an awesome customer, very few customers understands that we do try our best at our end to help each customer.

Your every word means a lot to me.


Priority specific and early delivery denial

NOTE: You will not need to add specific and priority templates those templates have already been added

I completely understand your concern however trust me this is something which is not under my control. The delivery of any order depends on so many factors.

It is a process that takes time. We have to work within the policy that has been mentioned by the seller and as per the courier service providers.

I hope you will understand my limited access and will cooperate in this regard.

I really wish that I would be able to help you for the same however, I do not wish to make nay fake commitment with you.

If the seller would have provided any option to provide you early delivery then I would have requested for you.

However, I have done everything what I was able to do to make it easy for you.
I will share your feedback as well.


Delay In delivery (if case is already with team)

I will go ahead and will check the status of your order, please be assured.

I do understand the situation you are going through.

Please be assured, you will not have to face the same issue in future.
Good news is your case is already with our team and team will get back to you with a resolution.
You will get a resolution for the same by ____________.

EMPATHAY /
Please be assured, your feedback will also be shared with the seller so that you will not have to face this issue again in future.


Please be assured, I will do my best to make everything easy for you.



Thanks & Regards