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I was researching into my system and I could find that your item was sold and shipped by a third party seller, [INSERT MP]. That's why I would like to ask you to give me the opportunity to escalate the order to my Marketplace Department to solve this situation, then you will receive an email with the resolution within the next 24 hours. Would that be fine? We will contact the seller for you.
Thank you so much for the opportunity. If for some reason you don't receive the email with the solution within the next 24 hours you can definitely contact us back and provide the reference number from your escalation, [INCIDENT], then we will immediately solve it.
I'm sorry, , I've researched your order and have determined that it was lost during shipment since the carrier hasn't updated the tracking information. Please accept my sincere apologies for this situation. Would you like me to send you a replacement? You won't be recharged.
Before you go, I want to make sure you received the best customer service with me, is there anything else I can help you with?
Thank you so much for understanding. I really appreciate it.
Thank you so much for letting us know about this situation; we are always working to avoid situations like this and improve our service and your experiences!
You are more than welcome. Your satisfaction is my top priority!
The offer is not intended to place a value on your inconvenience, but rather to reaffirm our commitment that our customers are the highest priority in our values.
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