Notes

CALL

Since this is the chat window, I am sorry to let you know that I am not able to call you from this portal.

However, I can assist you over the chat.

Are we connected?

If you'd like a callback from us, just follow these simple steps:

1. Please visit the Help Centre (App) or 24x7 Customer Care (Website) section

2. Select 'Contact us'

3. Choose the preferred channel

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

(BUY TIME) (chat)

Not to worry, I will escalate your issue.

Since I haven't heard from you so I am escalating your issue.

Please share your alternate contact number as alternate contact number is required to reach out to you if the primary number cannot be reached.

Please give a minute or two so that I can escalate your issue.

I would like to let you know that I have notified your issue to our team and they will get back to you with an update by May 14, 2019.

I request your kind patience in this regard.

As I had a check, your issue is already escalated to our team and they will get back to you with an update by June 13, 2019.

We are looking into this issue, so we will need your alternate contact number. It would be helpful for us in case we are not able to reach you on your registered contact number.

As I see you have already given this alternate number ''9811933446''. Is this correct?

Please be assured that we will look into this issue and get back to you with a resolution by May 10, 2019.

Not to worry, I request you to wait till April 09, 2019.

Please be assured that I have escalated the issue to our team and they will get back to you with an update by April 30, 2019.

TOA

Also, to thank you for your understanding, the seller will refund the goodwill amount of Rs. 100/- to the Gift Card section of your Flipkart account.

You can use this amount within a year to shop for your favorite products on Flipkart.

FEEDBACK

I deeply regret for same, but trust me we never wanted you to face such issue I make sure you that such issue will not repeat again in future.

Please be assured that I will share a strong feedback with the seller.

This is an unacceptable instance which took place.

I have duly noted your feedback with the assurance that such instances does not take place again.

We do fail sometimes in making a perfect experience for the customers.

Hope to serve you better in future.

Extremely sorry for the trouble caused once again.

My effort will be more emphasized to provide you a better service next time.

Hope we've been able to resolve your concern. A short survey that won't take more than two minutes of your time has been sent to your registered email address. We'll be happy to hear from you.


We'll let our specialists know about it so that you can experience the change soon while shopping with us.

Feedback and suggestions from customers are taken seriously and have been instrumental to our success.

Please be assured that we will certainly consider your suggestion and look into the feasibility of implementing the same.

We completely understand and this isn't something we would want you to go through. You can be sure that we'll take definite steps to set this right.

We've spoken to the courier service provider and they're looking into this and they'll take utmost care to ensure this does not happen again.

Wish we could process this request however we are unable to at this point of time.

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.

We are sorry as we do not want our valuable customer has to face this experience for getting different items, while delivery.

Your kind understanding in this regard is greatly appreciated.

Notes imp Chat

CONFIRMATION:

Just to confirm, we are discussing about the product "" ?

Are we discussing about '______'?

On checking, I see that ..

While checking we might need to contact you, is there any alternate number you want to share?

Note: Usually, it takes (RTO TAT) business day/days to reach the seller's warehouse.

Once the refund is initiated, the amount (Rs. /-) will be credited within () business days as per the standard banking procedure.

If the refund is not done within the above mentioned time frame kindly contact us.

The refund of Rs. /- for your order of '''' has been credited to your bank account number ending with ""on March , 2019 and it should reflect in your bank account by March , 2019. The reference number for this refund is .

We request your kind patience and understanding in this regards.
(Use feedback statement as per VOC)

SPECIFIC:

While I understand that you'd like your order delivered at a specific time, we’re sorry to let you know the seller’s partnered courier service providers do not support this service at the moment.

If you are unable to receive the order, you could have a friend or a family member collect the package on your behalf. If you like, you may cancel this order and place a new one.

If you would like you can cancel your orders on the go by clicking here: http://fkrt.it/bqWLi~NN, selecting the item and clicking 'Cancel'.

Please be assured the courier service providers will try to deliver your order again on the next working day. If you were not around to collect it during the first attempt.

However, I would like to let you know that the seller has shipped the '' and it will reach you by December 25, 2019 and you can also track your order status here: http://fkrt.it/bqWLi~NN

Please be assured that the seller will do their best to have the product reach you at the earliest.

PRIORITY:
(Customer name), while we understand that you want to get your order sooner, I’d like to let you know that the delivery of your order cannot be prioritised as the delivery date of an order or an item depends on many factors like the seller's location, your delivery address, and the type of product.

Based on this, a definite delivery timeframe is given to you by the seller.

Although we'd like you to get your order sooner, it’s not something we can promise as the sellers and their partnered courier service providers need some time to process, ship, and deliver your order.

You can be sure that the seller will do their best to make sure that your order reaches you by (Promised date).

Please be assured that the seller will do their best to have the product reach you at the earliest.
While checking we might need to contact you, is there any alternate number you want to share?

Here's something that may help. If you'd like to get your products delivered faster, please select
items with the 'Flipkart Assured' badge. For more details on Flipkart Assured click here: http://www.flipkart.com/flipkart-assured


CANCEL THE RETURN:

I understand that you wish to cancel the replacement/exchange/refund request raised by you.

However, since a Wishmaster of the courier service provider is already on the way to pick-up the product, if the seller tries to cancel the same it may not get cancelled immediately due to a technical constraint.

This may cause a delay of 48 hours.

Note: Once the current return request is cancelled then only the seller will be able to raise a fresh return request (Use if applicable > i.e. as per the availability of the product).

Can I request the seller to cancel the replacement/exchange/refund request?

ASSURANCE/ FEEDBACK.
As you are one of our valuable customer, this is something which we do not want you to experience.

I see that your experience has been an unpleasant one since the order has not been delivered to you as per the promised timeline.

Sorry for the unpleasant experience you had to go through.

I will definitely share your feedback with the Courier service partner/seller. So, you do not face any such issue further.

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

I’ll make sure it’s passed on to our team.

Sorry about that, Name. We'll share the feedback with [[seller/courier service provider]] so that they can put additional measures in place to make your shopping experience a delightful one.

As soon as the product reaches your nearest hub, the courier service provider will deliver the product at the earliest.

You can be certain that your details are safe and you can continue to shop with confidence.

We value your presence as our valued shopper.

Yes, I understand that. I’ll pass it on to {our team/seller/courier service provider} so that your experience can be a delightful/seamless.

Do not worry! Most of the orders are delivered on or before the promised date. Still, the seller will be unable to commit on an early delivery.

Name, the details are encrypted due to security purpose. No one can view the account details.

I see that you have been one of our valuable customer and really sorry for the trouble you had to go through.

PACKAGING MANNER:

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

BUY TIME : ALREADY ESCALATED:

I see that you have already reached out to us regarding your issue.

I would like to let you know we are looking into this and will get back to you with an update within 24 hours.


PRICE VARY:
I would like to let you know Flipkart.com is a marketplace, the price and offer are decided by the seller/brand.


NOT TO OPEN PACKAGE:
I certainly understand your concern.

I would request you not to open the packaging as the warranty would be void.

When the technician comes for the installation, he would help you in unboxing the product.


FRIEND/ FAMILY:
However, I request you to check with relatives/ friends /neighbours/ security/ house-pg owner if they have received the product on your behalf.


FLIPKART PLUS:
I would like to let you know that once the order was delivered, you can see the eligible coins under the ‘Pending Coins’ section.

After the return period is completed of the item, these coins will be moved to ‘Credited’ section, provided that the item is not returned.

You can see the Flipkart coins details in your Flipkart Plus page under ‘My Account’ section.

You can earn 1 Plus coin for every Rs. 250 transaction.


Feedback
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.

I’ll make sure it’s passed on to our team.

Sorry about that, Name. We'll share the feedback with [seller/courier service provider] so that they can put additional measures in place to make your shopping experience a delightful one.

Yes, I understand that. I’ll pass it on to {our team/seller/courier service provider} so that your experience can be a delightful/seamless.

It was pleasure assisting you.


BUY TIME
I would like to let you know that I have escalated your issue and we will get back to you with an update by March , 2019.

Please be assured that I have already escalated your issue and we will get back to you with an update by March , 2019.

Sorry to hear that, {customer_name}. Please give me a minute or two to check this.
Sorry to keep you waiting, it's taking a little while to get this information.

Thanks for waiting, I just need a couple of minutes to check this further.

Please give me a minute or two so I can look up the information for you.

Let me see, What best I can do for you.

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

I’m going to look into this for you right now. Kindly bear with me for a minute or two while I examine this issue.

Please give me a minute or two while I look up details around your previous chat so I can assist you without asking any questions that you may have already answered.


ENGLISH/ CALL ME

Since it is a chat window, we will not be able to call you from this portal.


REJECTED BY CUSTOMER/ CANCELLATION
I am sorry to hear that.

As per the system update by the Wishmaster, it was rejected by you at the time of delivery.

Not worry, the product is still in stock.

If you wish you can place a fresh order.

You can place order by clicking on below link.

COD
I would like to let you know that COD service availability in any area depends on various factors such as the seller's location, delivery address and also the type and price of the product.

At this moment, none of our sellers are offering the Cash on Delivery facility at your pincode.

However, you can always choose a prepaid mode of payment like Debit Card/Credit Card, Net Banking, PhonePe wallet or Gift Card to place your order for now.


CSAT

1 template

I hope I was able to help you out today.

I would like to let you know that you will receive a customer feedback email to your registered email ID (Mention email Id).

Please do rate my interaction with you for today's experience, on a scale of 1 to 5.

Rating between 1 to 3 would mean that you are not happy.

Rating of 4 and 5 would mean you are happy with the conversation.

Your feedback is really valuable to us as it will help us enhance your experience.

We'll also send you an email to complete a short survey.

2 Template

A small feedback about our interaction will be shared. Please do rate my interaction and share your valuable feedback.

The feedback survey will be shared with you on your registered email ID: [email protected]

This will be based on our interaction.

If I was able to address your concern by rating 5-4 being helpful and from 3-1 not being helpful.

If you've got other questions or would like details about another order, please visit our Help Centre section. A short survey will be sent to your registered email id to know how satisfied you were with the resolution we've provided. Please do take a moment to let us know, so we can always try and do our best to delight you.

Once the status is updated, your request for replacement/refund will be initiated and you will be notified via email and SMS.

Monalisha, the details are encrypted due to security purpose. No one can view the account details.


CHAT
As we are chat support, we are unable to call you back.

At the moment, we can only chat in English.

Kindly proceed with your concern, I'll be more than happy to help you out.

If you'd like a callback from us, just follow these simple steps:

1. Please visit the Help Centre (App) or 24x7 Customer Care (Website) section

2. Select 'Contact us'

3. Choose the preferred channel

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


Notes imp Chat

CONFIRMATION:

Just to confirm, we are discussing about the product "" ?

Are we discussing about '______'?

On checking, I see that ..

While checking we might need to contact you, is there any alternate number you want to share?

Note: Usually, it takes (RTO TAT) business day/days to reach the seller's warehouse.

Once the refund is initiated, the amount (Rs. /-) will be credited within () business days as per the standard banking procedure.

If the refund is not done within the above mentioned time frame kindly contact us.

The refund of Rs. /- for your order of '''' has been credited to your bank account number ending with ""on March , 2019 and it should reflect in your bank account by March , 2019. The reference number for this refund is .

We request your kind patience and understanding in this regards.
(Use feedback statement as per VOC)

SPECIFIC:

While I understand that you'd like your order delivered at a specific time, we’re sorry to let you know the seller’s partnered courier service providers do not support this service at the moment.

If you are unable to receive the order, you could have a friend or a family member collect the package on your behalf. If you like, you may cancel this order and place a new one.

If you would like you can cancel your orders on the go by clicking here: http://fkrt.it/bqWLi~NN, selecting the item and clicking 'Cancel'.

Please be assured the courier service providers will try to deliver your order again on the next working day. If you were not around to collect it during the first attempt.

However, I would like to let you know that the seller has shipped the '' and it will reach you by December 25, 2019 and you can also track your order status here: http://fkrt.it/bqWLi~NN

Please be assured that the seller will do their best to have the product reach you at the earliest.

PRIORITY:
(Customer name), while we understand that you want to get your order sooner, I’d like to let you know that the delivery of your order cannot be prioritised as the delivery date of an order or an item depends on many factors like the seller's location, your delivery address, and the type of product.

Based on this, a definite delivery timeframe is given to you by the seller.

Although we'd like you to get your order sooner, it’s not something we can promise as the sellers and their partnered courier service providers need some time to process, ship, and deliver your order.

You can be sure that the seller will do their best to make sure that your order reaches you by (Promised date).

Please be assured that the seller will do their best to have the product reach you at the earliest.
While checking we might need to contact you, is there any alternate number you want to share?

Here's something that may help. If you'd like to get your products delivered faster, please select
items with the 'Flipkart Assured' badge. For more details on Flipkart Assured click here: http://www.flipkart.com/flipkart-assured