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OPENING STATEMENT 1(If customer doesn't provide the issue in the subject you can ask how can we help them)
*Hi, $contacts.name.first! How can I help you today?
OPENING STATEMENT 2 (If customer included the issue in the subject of the chat) ISSUES ONLY
*Hi, there! I hope you are having a great day, I am sorry to know that INSERTISSUE, I understand how important is this for you, and I will do my best to help you out.
EMPATHY STATEMENT
First of all, I'd like to apologize for this bad experience with your order. I know this is not the service you deserve.
MARKETPLACE ESCALATION
Send this first
* I see the item you purchased is sold and shipped by INSERTMARKETPLACENAME and in this case let me inform you that all refunds, replacements, cancellations and customer service are handle by them, but please don't worry I got your back.
After you informed customer the item is MP you need to send the statement below
*Please note that we stand behind every product sold on Walmart.com. For that reason and in order to be as much as helpful as I can, I will escalate this to our marketplace team, and our specialist will contact the seller to work with them in your case, to resolve this as fast as we can. Our team will contact you in 24 hours with the resolution. Would that be okay for you?
After you escalated the issue you need to send this one
*You're welcome. Let me tell you, this case has been successfully escalated. You can expect to receive an email from the seller within 24 hours.
ASK FURTHER ASSISTANCE STATEMENT
Before you go, I just want to make sure we covered everything you needed. Is there anything else I can help you with today?
CLOSING STATEMENT
You're more than welcome! It was truly my pleasure assisting you today. Thank you for contacting Walmart.com; I am going to close this chat for now. If you need any help in the future, please, do not hesitate to contact us again. Have a great rest of your day.
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