Notes

OPENING: Hello, $contacts.name.first! Good morning! Nice to meet you over chat.
I was reading your message and I will do everything to help you out .

CHELP CHAT MALO: I appreciate your time chatting with me. Do you feel well with the resolution I provided you or is there anything else that I can help you with today? Your satisfaction is my priority, $contacts.name.first.

CHELP CHAT BUENO: I really appreciate your patience and kindness with me you were an amazing customer my bless you for you and your family.

Is there anything else that I can do to make your day better, let me know?

APOLOGIZE: First of all, I want to apologize for the experience that you faced with us I really want to do my best to help you out so let me check out what I can do to make your day better.




LOST AFTER DELIVERY: hank you for your patience. Let me inform you that I've researched your order and according to our carrier information, have determined that it was lost after deliver, due we checked the tracking information and appears as delivered.

LOST IN TRANSIT: Thank you for your patience. Let me inform you that I've researched your order and according to our carrier information, have determined that it was lost in transit, due we didn’t receive updates from the carrier.


MARKETPLACE: Let me inform you that the item in your order is sold and shipped by one of our third party seller XXXXX, all refunds, replacements, cancellations, adjustments, discounts and customer service are handled by them.

PARA PREGUNTAR ESCALATION DE MARKETPLACE:
For that reason and in order to do my best with you, I´m going to escalate this to our marketplace team, they will be more than happy to assist you with your concern, Our team will contact you via email in the next 24 hours with the resolution. May I escalate your case?

AL FINALIZAR ESCALATION:
Thank you for your patience and Kindness I already issue the escalation with our third party seller so don´t worry if they won´t contact you in 24 hours don´t hesitate and contact us again with this reference number XXXXX



EMPHATY
I really understand you and believe me, I know what it feels like .. It's annoying when you need something and it's not ready on the date the delivery was estimated.

I am really sorry for the inconvenience this situation might have caused you. I understand how important this is for you and to rectify this matter.

I deeply apologize again for this matter with your order, and in order to correct this as soon as possible, I do have a couple of options for you today. I can process a refund or I can create a replacement order for you. Please let me know which would you prefer?

We value you as a customer and thank you for taking the time to share your thoughts. We will definitely share this information with the appropriate team to avoid that this happen again.

At Walmart.com, we pride ourselves on giving our 100% every day to ensure that our customers’ needs are being met. I know that we have let you down, and for that we are very sorry.