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Hotkey: cty
You're Welcome
Hotkey: cw
Fair Warning
Hotkey: ccheck
Empathy 1 Frustration
Hotkey: cemp1frus
Empathy 1 Frustration
Hotkey: cemp1frus
Text: I understand that [INSERT SITUATION] is frustrating, and I will do everything I can to take care of this for you today. Do you happen to have your order number?
Any Questions
Hotkey: chelp
Text: Is there anything else I can assist you with today?
pnt - For notes
ccheck - to check if the customer is with us
Refund – Mail Back
Hotkey: crefundmb
Text: I’ve initiated a refund for your item(s). Once the item(s) are returned and checked in at our return center, your refund will be processed. You will receive a confirmation email as soon as the refund is processed and it will post to your original payment method within 5 business days.
CHAT
Hello , how are you? Thank you for contacting Walmat.com, how may I help you?
Can I have your order number please?
Also another option is to go to the store and return the item in the store and will have your refund there.
I understand that you are frustrated by the situation, I will do everything in my power to help you
I apologize for this situation. I known is very important for you. Allow me to take a look at what I can do.
I have the option of making a refund. - I have the option to make a replacement.
In this case I have to transfer to another team so they can help you.
In this case I need to escalate to marketplace team
Thanks for the information. Stay with me please.
Thank you for contacting us, I hope you received a good service from me. Have a nice day.
Black Friday
In these cases when there are only the items in the cart and you do not buy them as at the moment, they can usually be sold out then when you want to buy them they will already be online. I recommend you buy the items at the moment so as not to have any inconvenience. I'sorry for the situation.
NOTES
The customer doesn't want anymore his item. - We do a refund
The customer wants a refund - We do the refund - We do an adjustment
The customer wants a replacement - We do the replacement
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