Notes

SURVEY

Pabitra, your feedback is really important to us. Please share your experience by completing the email survey you’ll get after this chat session.

I request you rate "YES", if you are happy with the way I had an interaction with you and give you the resolution.

Thanks for being a valuable Flipkart plus member.

Are you still concerned about the order status?


There are some unexpected issues which sometime delays the delivery by courier service partner.


Some unexpected issue faced by the courier partner has led to the delay in delivery.



Delivery cpd


As I can see your order is shipped

As I can see your order is approved and it will be delivered to you by October 15, 2019.

As I can see your order is approved and it will be delivered to you on or before November 20, 2019.

As I can see your order is shipped and it will be delivered to you on or before November 20, 2019.

As I can see your order is Picked up by courier and it will be delivered to you on or before November 11, 2019.

As I can see your order is shipped and it will be delivered to you on or before October 30, 2019.

As I can see your order is shipped and it will be delivered to you by 7 PM today.

As I can see your order is out for delivery and it will be delivered to you by 7 PM today.

The Wishmaster will be on the way to deliver your order by 7 PM today.
It is the standard delivery time.

If the delivery doesn't happens then please come back to us we will definitely help you with that.

Please be assured the seller will do their best to deliver it in said time frame.

I would like to inform you that once the order will be shipped you will be notified through SMS with the tracking details and courier partner's detail.



Please be assured, feedback will be shared with the seller so next time he will improve it.
Refund Update: Thanks for reaching us. Seller has refunded Rs. 9890 to your bank account on September 30, 2019 and it will be credited by october 07, 2019. In case of any delay, please check with your bank using refund reference number 92731323147420191003. You can find your bank's customer care number behind your credit/debit card or on their website.


As you were informed earlier that you order was delayed due to some unforeseen issue so the the case was assigned to the team for the resolution.

PROFANITY

I understand that you're upset. I've been trying to do my best to help you out and would request you to please avoid using abusive language.

I'm sorry, as you're constantly using abusive language, I'll have to discontinue this chat. Have a good day!



Return request

I see that the product was delivered to you on October 17, 2019, and since it has crossed the seller's 10 days return policy period, the seller will not be able to fulfill your return.

As I can see you have already requested return to the seller with reason “Defective product”.

Your case is with the team and the team will update you about the same by November 05, 2019.




Please tell me the exact issue you are facing with the product.


I have requested return on your behalf to the seller and he has given you the refund for the same.
Please stay connected while I request your return to the seller.

I am forwarding your refund request to the seller.
So please wait for 24 hours to get it cancelled, and after that you can create the new return by self serve or you can come back to us we will be happy to help you.

I have requested return for the same to the seller.

He is happy to give you the refund for the same.

Shall I proceed with that?

Could you please confirm if the brand box, MRP tag, Price tag and product with the accessories are intact and sealed ?
Saurabh, thanks for choosing Flipkart.

Cx wanted to return because the item doesn't fit her




Do rate us on the Email. this will encourage us to work for you in future.

I did my best to provide you the correct information.

{Customer_name}, your feedback is really important to us. Please share your experience by completing the email survey you'll get after this {call/chat session}.

Thanks for the feedback. Please also share it on your email which will be sent to you.





CALL BACK

I am sorry, this is a chat window.I cannot place call.

If you want to continue over the chat, it will be a pleasure to help you out.




Please tell me if you have any issue.

If you'd like a callback from us, just follow these simple steps.
1. Please visit the Help Center (App) or 24x7 Customer Care (Website) section.
2. Select 'Contact us'.
3. Choose the preferred channel.
You can choose the preferred language over IVR.

Rest assured, you'll receive a call back from us to help you with your query.

If you still need help. I will be happy to help you.




Do you have anything to add in your query.





ESCALATION Chat:

No need to worry, I am escalating your issue to the concerned team so that they will surely help you out on priority basis.

Please do not worry, I am also escalating your issue to the concern team.

**************************************************************************************************
REASONS COMFIRMATION:

May I know the reason why do you want to return the product?

May I know the reason why do you want to cancel the product?

You can contact on this Flipkart helpline number 1800 208 9898 and please follow the IVR with preferred language.

**************************************************************************************************
ASKING NUMBER:
Please provide me an alternate number for your request.
**************************************************************************************************
TRUST:

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

Team will contact to you, if your main number will not reachable so they can contact on your alternate number.

I would like to let you know that your issue has already escalated to the team and they are working on it with seller. I request to you kindly wait till our team will communicate with the best possible resolution on or before September , 2019.

I am sorry to let you know that your product has shipped by the seller and I an not sure it will be delivered today. Please be assured team will communicate soon with the best possible resolution.

Your product should have been delivered by August 05, 2019 but it is not delivered.

Team will communicate soon with the best possible resolution.

Always our priority is to deliver the product on promise date to our valuable customer but sometime it does not deliver on promise date because of unforeseen issue faced by the seller.

Always our priority is to deliver the product on promise date to our valuable customer, so please do not worry our team will do their best with seller to deliver your product early as possible.

I would like to let you know that I have escalated your issue to the team and they will get back to you with a resolution on or before September , 2019.

As I can see, your case is already with the team. Please do not worry, the team are looking into it and they will get back to you by July , 2019.

I would like to let you know that your order was delayed due to an unforeseen issue faced by the seller.


For your concern, we have a dedicated team. Hence, I request you to wait till the above mentioned time frame.

As I can see the replacement product "Cox Swain Rock-White Sneakers For Men" has been shipped by the seller and should be delivered by May 15, 2019.

I certainly understand that this is not what you were expecting. This is never intentional from us to cause trouble.

We, Flipkart, as a team will do our best so this does not happen again and we're constantly working to enhance your shopping experience.

Please accept my deepest apologies in this regard, I am extremely sorry for this you had to face this issue.

I request your kind understanding and patience in this regard, the team is working on your issue and will get back to you with a resolution as soon as possible.

I certainly understand that this delay has caused a loss of excitement to receive this product

We'll definitely try to improve our overall services further.

Please be assured, the team are looking into this issue and I'll make sure that your remarks are passed to our team so that they will provide you a resolution as soon as possible.

Please share your alternate contact number so that we'll work on this and get back to you with a resolution.

Could you please confirm the alternate contact number as it will be helpful in getting touch with you in case if we are unable to reach you on primary contact?


Since I am also a human, this is a typo error and I am apologizing for the same.







As I can see, the seller has shipped your order and it will reach you on or before July , 2019.

Mayur • Jul 27, 7:36 AM

Mayur M

Trust me, if there would be any other option with me, I would surely help you out on priority basis.

Mayur • Jul 27, 11:47 AM

Mayur M

Although, I would like to inform you that the shipping charges of Rs. 40/- will be added to your account within 24 hours of successful delivery. You can use this amount within a year to shop for your favorite products on Flipkart.

Mayur • Jul 27, 3:25 PM









Hi, my name is Rubaldeep and I'll be assisting you today.

I am sorry to inform you that the last chat was disconnected due to some technical issue

Please give me a minute or two while I check the details.

Sorry for the delay in response.

Sorry it is taking bit longer. Please bear with me for one or two minutes.

Please be assured, our team is looking into this and they will get back to you with an update/resolution by April 10, 2019.

Also would you like to share any alternate number?

Would you like to add any alternate number?

Hope you will understand.

Please give me a minute or two while I am checking.

Please give me a minute or two while I check the details.

Please be assured that our concerned team is looking into this and they will get back to you with an update by April 10, 2019.

Hope you will understand.

Thanks for waiting.

Thanks for being patient.

Pleased to assist you.

Request your understanding in this regards.

As I had checked there has been a delay due to unavoidable courier related constraints.

However, we will try our best to get it sorted out soon and would appreciate your patience and understanding in this regards.

it resolved and will get a resolution on the same by XXXX.




I would like to let you know that as there has been a delay due to unavoidable courier related constraints, we have escalated the issue and we are working for the issue.




Please do not worry, the issue will be resolved and the product will be delivered by XXXXX.




TOA for delay in delivery:




Although the seller's partnered courier service provider will not be able to make up for this delay, for your continued trust in us and for being patient, they will add ₹100/- to the Gift Card section of your Flipkart wallet within 24 hours of the product delivery. You can use this amount anytime within a year to buy products from a wide range of sellers on our website or app. This Gift Card will be valid for a year from the date it is credited to your Flipkart Wallet.




I’d also like to assure you that we’re doing everything possible to give you a better experience the next time you shop on Flipkart and hope you’ll understand.



Delay in Delivery templates

Use as per scenario

💰Wait refund💰⏱




I would like to let you know that the seller will be happy to provide you the refund for this product




I would like to let you know that the seller will be happy to provide you the replacement for this product







Should I go ahead and ask the seller to raise a return request for refund/replacement?




Shall I proceed the refund request with the seller on your behalf?




Shall I proceed the replacement request with the seller on your behalf?










Would you like the pickup to be done from same address?




OR




Please confirm, the pickup address will be the same as the delivery address or you want to change the address?




Would you like to update any alternate contact number for the pickup?




Please also confirm if your phone number: XXXXXXXX is correct and do share an alternate contact number if any.




I have checked and see that your bank account ending in XXX is already added for the refund.




****Asking for bank details*****




Please share your bank details for the refund.




*****Confirmation******




I would like to let you know that as specified by you, a return request has been created for the order.




I would like to inform you that the seller has approved your refund request and the pick up will be done by May 18, 2019.




The seller will initiate your refund to your XXXXX after XXX business days of successful pickup.




or




Please be informed, your product will be picked up by XXXXX and your amount for Rs.XXX/- will be refunded back to you within XXX business day after a successful pickup.




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







*****Other*****




I understand your concern about the previous return being cancelled.




Please do not worry, we are working to help you out with the return.




We will get the same arranged by the seller.

Since I have not heard from you in a while so i need to close this chat.However, if you have any other queries feel free to contact us. We will happy to help you.

I am sorry to let you know that the shipment has reached a different location instead of the one closest to you while your shipment was in transit on June 09, 2019 and it will take additional 03 business day to deliver the order.

However, if the product still not be delivered to you by 07:00 today, we have already escalated your issue regarding the delivery of your order and we will get back to you with an update by June 19, 2019.

I would like to let you know that the prices, offers, and discounts vary based on the sellers from time-to-time, and you can always check the push notifications we send you on the Flipkart app so you don't miss any of the exciting offers.

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

I would request you to wait by June , 2019 to get the resolution, as this is the maximum timeline given to you but we will try our best to get back to you as earlier with a resolution.

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.

Jobin • 12 mins







The seller would only help you in replacement. Please confirm if you would like to go with the replacement.




Please answer me some questions before, so that I can proceed further.




Please confirm, if you want the pick up address and contact number remain same as delivered?




Is there any alternate number you want to share?




Do you have the product MRP tag, brand box and all the packaging which you have received at the time of delivery?




I would like to let you know that the seller has arranged a replacement for the product and it'll reach you by June 12, 2019.




The item originally delivered to you will be picked up at the same time.

Confirming







Please check if this is the product you are looking for.




Thanks for sharing the information.




Just to confirm, we are discussing about the product




I would like to inform you that the sellerHi, my name is Jarnail and I'll be helping you with your request.

Hi, my name is Ja Joseph and I'll be assisting you today.

Please give me a minute or two while I help you get it sorted out.




Please give me a minute or two while I check the details.




Sorry for the delay in response.




Sorry it is taking bit longer. Please bear with me for one or two minutes.

Please be assured that our concerned team is looking into this and they will get back to you with an update by April 10, 2019.

Also would you like to share any alternate number?




Would you like to add any alternate number?




Can you please provide me with an alternate number?

Hope you will understand.

Please give me a minute or two while I help you get it sorted out.




Please give me a minute or two while I check the details.




Sorry for the delay in response.




Sorry it is taking bit longer. Please bear with me for one or two minutes.

Please be assured that our concerned team is looking into this and they will get back to you with an update by April 10, 2019.

Also would you like to share any alternate number?




Would you like to add any alternate number?




Can you please provide me with an alternate number?

Hope you will understand.

Thanks for waiting.

Thanks for being patient.

Pleased to assist you.

Request your understanding in this regards

I have checked and see that there has been a delay due to unavoidable courier related constraints.




I completely understand that it has been inconvenient for you.




However, we will try our best to get it sorted out soon and would appreciate your patience and understanding in these regards.




Also, can you please help me with an alternate contact number of yours?




It is because in the meanwhile if we need to contact regarding the same.




We are working to get it resolved and will get a resolution on the same by XXXX.




I would like to let you know that as there has been a delay due to unavoidable courier related constraints, we have escalated the issue and we are working for the issue.




Please do not worry, the issue will be resolved and the product will be delivered by XXXXX.




TOA for delay in delivery: