Notes

ATTEMPT TO CANCEL TEMPLATES:
Explain Attempt to Cancel
Hotkey: ccancelexp
Text: I can definitely attempt to cancel the order. However, because we process orders as quickly as possible, sometimes the order ships before the order can be canceled. If your order cancels, you'll receive a cancellation email. If your order can't be canceled, you'll receive an email when it ships. At that point, you can return the item to your local store or you can start a return online. Would you still like me to attempt to cancel your order?


Cancellation Request Completed
Hotkey: ccancelcom
Text: I’ve completed the cancellation request. As a reminder, if the cancellation request is successful you’ll receive an email confirming your item has been cancelled. This typically happens within 48 hours. You may also check the status of your cancellation request in Your Account. If it is too late to cancel, you can still return the item in accordance with our return policy.


Can't Cancel
Hotkey: cnocancel
Text: We process orders as quickly as possible, so your order is already in the shipping process and cannot be canceled. Don't worry, you can still return the item for a refund once you receive it. The easiest way to return an item is by taking it to any Walmart store along with the Easy Returns Receipt found in "Your Account." If you'd like, I can also provide you with the steps to process a return online.

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MARKETPLACE TEMPLATES:

MP Contact for Customer
Hotkey: cMPcontact
Text: In order to receive the best assistance regarding your order from [enter MP seller name], allow me a few moments to escalate this issue directly to them. You should receive a response via email or phone call within 24 hours.


Marketplace - Return by Mail (Pilot)
Hotkey: cmpreturn
Text: I have requested a return label for your Marketplace item. You will receive an email containing a prepaid mailing label. Please repackage your item, place the label on the box and drop it off with the carrier indicated on the label. Once your item has been received by the Marketplace Seller's returns center, allow 48 hours to receive an update about your refund.

NO CHANGE TEMPLATES

No Change (use with another "no change" hotkey)
Hotkey: cnochange
Text: Unfortunately, we are unable to make any changes to an order once it has been placed. (Agent will use this hotkey and then choose from one of the 3 reason hotkeys below).



No Change - Cancellation Request
Hotkey: ccanreq
Text: However, we can place a request to have your current order cancelled. If your order successfully cancels, you will not be charged.



No Change - Delivered
Hotkey: cdelivered
Text: It does appear that your order has already been delivered. Please try to retrieve the package if you know the recipient. If that's not possible, we suggest disputing the charges with your financial institution.



No Change - Wrong Address
Hotkey: cwrongadd
Text: If the delivery address is incorrect, I can attempt to cancel or intercept the package to have it returned to us if it's not too far along in processing. Would you like me to attempt to cancel or intercept the package for you?