Notes

Opening
Hi $contacts.name.first! Thank you for chatting with me today. Please let me know how may I help you today
Hi $contacts.name.first! Thank you for chatting with me today. I do apologize you haven’t received your order, I
completely understand how important it is for you, rest assured, I will do my best in order to solve this
immediately
Hi $contacts.name.first! Thank you for chatting with me today. I do apologize you received the wrong item, I
completely understand how important it is for you to receive what you ordered, rest assured I will do my best in
order to solve this immediately
Hi $contacts.name.first! Thank you for chatting with me today. I do apologize you received your item damaged,
I completely understand how important it is for you to receive the item properly, rest assured, I will do my best
in order to solve this immediately
Hi $contacts.name.first! Thank you for chatting with me today. I am terribly sorry your order was cancelled, I
completely understand how disappointing it is, rest assured I will do my best to help you, just for security
purposes
Further assistance
I am so happy I could help you, $contacts.name.first, I just want to make sure I covered all your concerns,
please let me know if I can do anything else for you today
Closing
Great, we're lucky to have you, $contacts.name.first. Thanks for being such a fantastic customer. If you need
anything else in the future please don’t hesitate in contacting back, we’ll be more than glad to help you. Thank
you for contacting Walmart.com, I wish you the best, have a blessed day.
Finance hold
Thank you so much for your patience, Jessica, I could see on my records that the order is processing correctly. All orders
go through an automated security check to prevent unauthorized use of your payment method, in this case it is almost
done, the process can take up to 48 hours but since I know how important is receive your gift card I will send an alert so
the process can be finished sooner
In store pick up
Thank you for your patience, $contacts.name.first. let me tell you, I have checked on my system and I see that your order was
shipped and invoiced at the store on xxxxx and signed for by xxx, in this case at the store, orders must be scanned and might be that
yours wasn’t, however I have sent an alert to the store so they can be aware of your order, but I kindly suggest to call them at so you
can make sure your order is there and ready for pick up.
Registry
in this case I will need to escalate this to my manager so he can fix it as soon as possible, at this point can you please
provide the full name, event/due date and state?
Thank you so much, $contacts.name.first, in this case, we will create it for you, please allow 48 hours for our team to
contact you via mail with the information about your baby registry.
EDD not passed
Thank you for that information, $contacts.name.first, I was checking the status of your order and according to
the tracking information the order is still in transit to your home, the carrier unfortunately had some
complications while in transit, but since it is their responsibility to make the delivery, they have scheduled the
delivery on 10/04. At this point I kindly suggest to wait later than tomorrow to receive it, but if by any chance
you don't receive it by then, please don't hesitate in contacting us back and provide this reference number so
you don’t repeat yourself and we will take the responsibility to process a replacement or refund as preferred.
MARKETPLACE
Thank you for your patience $contacts.name.first, I have reviewed this order in detail and I've noticed that this item is fulfilled by
one of our third party vendors called “xxx”. I perfectly know you purchased the item from Walmart.com and that is why I will take the
responsibility of this case so this is what we are going to do:
I don’t want you to deal with the seller since the item was purchased from Walmart.com so if you allow me a moment I will contact
“xxx” on your behalf and request the order details since you haven’t received it, we can have a resolution with them directly. Do you
agree?
I do appreciate your patience, $contacts.name.first, I have reached “xxx” and provided them with the information about your
order and since they are the experts in the products they sell on our site, they will contact you in 24 hours via email at $contacts.email
with the resolution on this matter, it could either a replacement or refund.
You could be wondering, “what if I don’t hear from them?” but please don’t worry, $contacts.name.first if this happens(rarely
happens), please don’t hesitate in contacting us back and provide this reference number: $incidents.ref_no, so you don’t repeat
yourself and we will be happy to transfer you to our market place higher department in a live chat in order to have this solved in a
faster way.
You are most welcome, $contacts.name.first, I do hope you can get a satisfactory response.
CUSTOMER INSULT
Thank you very much for your patience today $contacts.name.first, after carefully checking the order, my records show me that your
order did not pass some of our security checks during processing. These checks are in place for your protection to prevent
unauthorized use of your credit or debit card.
But please don’t worry because that is why I took care and have escalated the order to one of our higher departments so they can
check that the order was cancelled in error. In this case, I recommend you to replace your order in about 30 minutes from now,
because once they have verified your account, you will be able to make the order.
S2S SHIPPED AND INVOICED, EDD HAS
PASSED.
Thank you for your patience $contacts.name.first. According with what I have here, the order is already shipped and invoiced but not
yet acknowledged by the store to be ready for pickup. I can recommend you to call the store at xxxx to check if you can pick up the
order. If by any chance the order is not yet ready, you can contact us back and provide this reference number: $incidents.ref_no, so
you don’t repeat yourself and we can issue a refund or replacement as preferred.
Checkout error
Thank you so much for your patience, $contacts.name.first, in most of the cases these are the alternatives that may
work: 1) you can try to clear cookies and cache from your browser, or try from another browser. 2) delete all of your
payment methods linked to your account 3) call us at 1-800-966-6546 and we will be happy to place the order for
you
Damaged in transit
Thank you for your patience, $contacts.name.first,, in this case let me tell you , I have checked on my system and I see that
your package unfortunately got damaged in transit and it’s being returned to us since we won’t send you the order in this
condition, in this case I take the responsibility of this issue so please tell me, do you allow me to resend the items at no
extra cost to be delivered on 08/18?
$incidents.ref_no***order damaged in transit***replacement/refund issued
I am afraid I am not able to process the replacement in this case, Wyatt, I am trying to process it but the system is not allowing me,
since the refund will be processed with fedex directly.
LOST IN TRANSIT (LIT)
Thank you so much for your patience, $contacts.name.first, the order shows that was supposed to be delivered on xxxx. In this case it
appears that your order was correctly processed and shipped. Since we cannot see any movement with the carrier after the shipping,
we can determinate that your package was lost in transit. I know not receiving your order in the expected date can be frustrating but I
will take care of this so what I can do for you is resend the item at no extra cost to be delivered by 10/ with expedited shipping, would
you like me to continue?
$incidents.ref_no***order LIT***replacement/refund issued
Replacement
let me tell you, what I can do for you is resend the item at no extra cost to be delivered by 10/0 as the soonest date, would you like me
to continue?
let me tell you, what I can do for you is resend the item at no extra cost to be delivered by 10/0 as the soonest date and a refund for the
xxxx sine it is currently out of stock, would you like me to continue?
Great! I've successfully replaced the item in your order. The expected delivery date is 10/. You’ll receive an email confirmation with
your new order number shortly and also a brief email survey regarding your experience with me today, and I would appreciate your
feedback
Missing from box
Thank you so much for your patience, $contacts.name.first, I was checking your order and I could see that it was effectively included
in it, since you did not receive it I can determinate it was missing from the box, I know how important is this item for you
$contacts.name.first, and that is why I will take care of this, so let me tell you, what I can do for you is resend the item at no extra cost
to be delivered by 09/ as the soonest date, would you like me to continue?
$incidents.ref_no***item missing from box**replacement issued
Item damaged
Thank you so much for your patience, $contacts.name.first, I do apologize that you received your items in this condition, I can
imagine how frustrating it was when you realized it, but please don’t worry, I will take care of this, so so let me tell you, what I can do
for you is resend the item at no extra cost to be delivered by 09/ as the soonest date, would you like me to continue?
$incidents.ref_no****item arrived damaged***replacement issued
Missed ESD
Thank you so much for that information, Amy, in this case I could see that the order is still on transit from our warehouse to the carrier
facility, i do apologize for the delay, but please don't worry this sometimes happens, so the order will be shipped later than the end of
the day, and the delivery date is on 12/04, you will receive an e-mail confirmation as soon as the order ships
Incorrect item
Thank you so much for your patience, Erin, In this case we need to get the item set up reviewed to ensure future order accuracy. If I
was able to replace the order for you today then you would still get the incorrect quantity which I don't want. Getting the wrong
quantity can be frustrating and that is why I'm happy to process a refund for you and also I will flag the item for investigation as well
to ensure we get the quantity corrected as soon as possible, is that fine for you?
$incidents.ref_no***incorrect item received***refund issued
LOST AFTER DELIVERY
Thank you very much for your patience today $contacts.name.first, after carefully checking the order, my records show me that the
package was delivered on the expected date, which is xxx, but since you didn't receive it, it appears that the carrier delivered to the
wrong address,. I know not receiving your order in the expected date can be frustrating but I will take care of this so I would like to
resend the items at no extra cost to be delivered by 11/ with expedite shipping, sounds good for you?