Notes

1-800-925-6278 or 1-800-966-6546 FedEx: 1 (800) 463-3339
Opening:----------------------------------------------------------------------------
-Hi there! It’s a pleasure chatting with you today, $contacts.name.first. I hope you are having a great day!
-Hi!! It will be a pleasure to serve you today.
-How may I help you?
INTRODUCTION ////
-I'm really sorry to know that [ISSUE]. I truly understand it's important for you and I'll do my best to
help you with the best solution.
-Thank you. $contacts.name.first, in order to assist you better, could you elaborate on your query?
-Thank you a lot for sharing that information with me. Please allow me a moment while I check your
order to provide you the assistance you need.
-I am sorry for this matter with your order, please rest assured that we are going to work hard to
prevent this issue in the future. So in order to correct this as soon as possible, I do have a couple of options for you today. I can process a replacement or I can create a refund for you. Please let me know which would you prefer?
- Rest assured we are working so hard to avoid this situation happens again. I completely empathize with you. We appreciate your loyalty. I can document how you feel about this and share this with my supervisor.
-I really understand you, 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. You can be assured that I'm documenting this inconvenience in my records to avoid this situation happens again.
-I really understand your concern. Thanks for understanding this situation, I really appreciate your patience, and again I am sorry for this inconvenience.
-I really would like call you but due I am a chat agent I am unable however please feel free to call us at 1-800-966-6546 our phone team will be more than glad to help you.

--CLOSING------------
-There is no need to thank me, I am more than happy to help you. Please remember that you are always welcome to chat us back if you need further assistance. It's been a pleasure assisting you. I am going to disconnect now. If you need any help in the future, please, do not hesitate to contact us again. Thank you for contacting Walmart.com and have a great day.
- There is no need to thank me, I am more than happy to help you. It's been a pleasure assisting you today. Please remember you are always welcome to chat back with us if you need further assistance. Thank you for contacting Walmart.com

----APOLOGIZE/SORRY/EMPATHY------------------

--It’s terrible to know that you didn’t receive your order yet, $contacts.name.first, I will do my best to provide you a resolution and a way to correct it. Please allow me to check your order.
--I am sorry to know that you didn’t receive your refund yet, $contacts.name.first, I will do my best to provide you a resolution and a way to correct it. Please allow me to check your order.
--It’s horrible to know that your item arrived damaged, $contacts.name.first, I will do my best to provide you a resolution and a way to correct it. Please allow me to check your order.
--It’s terrible to know that your order was cancelled, $contacts.name.first, I will check it to be able to provide you the reason and a resolution. Please allow me to check your order.
--I am sorry to know that your order didn’t arrive complete, $contacts.name.first, I will do my best to provide you a resolution and a way to correct it. Please allow me to check your order.
--It’s terrible to know that your order hasn’t arrived at the store, $contacts.name.first, I will do my best to provide you a resolution and a way to correct it. Please allow me to check your order.
--I am sorry to know that your order hasn’t shipped yet, $contacts.name.first, I will do my best to provide you a resolution and a way to correct it. Please allow me to check your order.
--I am sorry to know that you received a wrong item, $contacts.name.first, I will do my best to provide you a resolution and a way to correct it. Please allow me to check your order.
--It’s horrible to know that this item hasn’t meet your expectative, $contacts.name.first, I will do my best to provide you a resolution and a way to correct it. Please allow me to check your order.
--It’s terrible to know that your order hasn’t arrived at the correct address, $contacts.name.first, I will do my best to provide you a resolution and a way to correct it. Please allow me to check your order.

-----Still there-------
--I am concern that my system shows that you are disconnected and I want to be sure you received my information. Are you still there?

--I am afraid of the automatic disconnection, I've not heard from you in a few minutes, Are you still in the chat?

--------CHAT TRANSFERRED or disconnected--------------------
Could you allow me 1-2 minutes to read the previous conversation please?

--------BILLING ADDRESS/WRONG BILLING ADDRESS---------------
--I completely understand how important this is for you. For security purposes, could you please be so kind to provide your full billing address?

--Thanks! Before I continue, for security reasons may I please have your full billing address?
--Before I continue, for security reasons may I please have your full billing address?

WRONG ADDRESS-------------------------------------------------

--I am sorry, $contacts.name.first, but the billing address you provided me does not match with the one in the system. Can you please check it again so I am going to be able to access your order information?
--Thanks for your patience, $contacts.name.first, I enter the information but my system indicate that it is not the correct billing address apparently it is incomplete. Could you please go into your account and select the “Payment method details” option to check the correct billing address you placed?
--Could you confirm me the state, city and zip code please?

---------WRONG EMAIL--------
--I completely understand how important this is for you. For security purposes, could you please be so kind to provide your email address?
--I am sorry to tell you that the email address doesn't match with the one that was used to place the order, can you please be so kind to provide me the correct one?
--I am sorry to inform you that the email address listed in my system is different. Can you provide me the correct email address?

----------LOST IN TRANSIT/ LOST AFTER DELIVERY--------------
--Thanks for your patience. I truly apologize for the inconvenience caused you $contacts.name.first. 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. So in order to correct it 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?
------LOST AFTER DELIVERY:-----------
Thanks for your patience. I truly apologize for the inconvenience caused you $contacts.name.first. Let me
inform you that I've researched your order and according to our carrier information, have determined that it was lost after delivery. So in order to correct it 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?
--------------SIGNED LOST AFTER DELIVER:-----------------
Thanks for your patience, I truly apologize for the inconvenience caused you $contacts.name.first. I have
checked the tracking information and this show me that it was delivered on the address placed in your order, and it was signed by **Person Name**. In this case due the order was signed I am unable to process a refund or a replacement, my best advise for you in this situation would be contact to your financial institution to dispute the charges, they will contact us and we will be more than glad to help about this inconvenience.
------------SIGNED FOR LAD REFUND OR REPLACE----------------
Thanks for your patience. I truly apologize for the inconvenience caused you $contacts.name.first. Let me
inform you that I've researched your order and according to our carrier information, have determined that it was lost after delivery. We will investigate with our carrier what happened and avoid this happen again. The item was delivered and signed for NAMEXXX, and we are unable provide a refund or replacement, however as one time exception, I have consulted to my supervisor and he allow me to offer the option to get a refund or replacement for this item.
---------------LAD HIGH FRAUD ITEM:---------------
We’re sorry you haven’t received your item. Our records show that this package was delivered, so we will need to investigate before we can issue a refund or a replacement. In order expedite your resolution, please file a police report and email a copy as an attachment to [email protected]. If you are unable to send via email, you may fax the report to 479-204-0935. Please include your order number and contact information when –emailing the police report to us. Once we receive your police report, our escalation team will reach out to you within 7 days.

------------LOST IN STORE:----------------
Thank you for your patience. I truly apologize for the inconvenience caused you $contacts.name.first, I will report it to my supervisor and avoid this issues on the future, I have talked with the carrier and they informed me that it was delivered at the store, however if they don't know where is it, that means that was lost in store, for that reason, in order to correct it 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?
------------DAMAGED AND RETURNED/RETURNING:----------
Thank you for your patience. I truly apologize for the inconvenience caused you $contacts.name.first. Let me inform you that I've researched your order and according to our carrier information, have determined that it was damaged in transit, and now isreturning/returned to us. The refund should be issued 7 days later that it was delivered on our return center, however in order to correct it as soon as possible, I can create a replacement order for you. Please let me know if I can proceed or you would like wait for the refund.
---------HIGH FRAUD-------------
Thank you for your patience I was checking your order and our records show that this package was delivered, so we will need to investigate before we can issue a refund or a replacement. I will start a case so carrier can investigate what happened from their side. Also, in order expedite your resolution, please file a police report and email a copy to [email protected].
If you are unable to send via email, you may fax the report to 479-204-0935. Please include your order number and contact information when emailing the police report to us.

---------INTERCEPTAS-----------
-------Thanks for waiting, I'm so sorry your order canceled. For your protection, all orders go through an automated security check to prevent unauthorized use of your payment method. Your order may have been canceled in error. I can challenge the cancellation to alert our validation team to manually review your order, but it will require a new order to be placed. Once your new order is placed, the validation team will review your order. May I challenge your order?
----I am really sorry for the inconveniences caused. However, if all the information is correct, we are going to fix it at your account. I have escalated your case, please replace your order in 30 minutes but not longer more than 24 hours, using the same device, and use the same payment method. And please don't worry for the charge, it only was an authorization hold, the money will be back to the original payment method in 5 business days. Also to rush the verification process, you can contact us to 1-800-925-6278 or 1-800-966-6546 and ask to our verification team to verify your information about the payment method and accept it, also you can contact the directly to the email [email protected] including your order number and your billing address.

-------MARKET PLACE---------------

--I was researching into my system and I could find that your item was sold and shipped by a third party seller, [INSERT MP]. That's why I would like to ask you to give me the opportunity to escalate the order to my Marketplace Department to solve this situation, then you will receive an email with the resolution within the next 24 hours. Would that be fine? We will contact the seller for you.

---Thank you so much for the opportunity. If for some reason you don't receive the email with the solution within the next 24 hours you can definitely contact us back and provide the reference number from your escalation, [INCIDENT], then we will immediately solve it.

--------MK MANAGER ESCALATION:--------
I’m sorry tracking shows your item is going to the wrong state. I will process a refund today for you. Your item may still arrive, but you do not need to contact us if it does. You may donate or dispose of it as you wish. Your refund will go back to the original form of payment method within 5 business days. I'm very sorry for any inconvenience. Is there anything else I can do for you today?

-----------MANAGER ESCALATION-------------
Thanks for waiting, I have consulted to my supervisor about that, and in this case I will need escalate this issue to my higher department, and let them know about this issue, this process could take 48 hours, in this moment I will process the refund for the incorrect items already received, you can replace a new order for this item in 48 or little more time, we will really appreciate this time and you patience to get this issue fixed for you.
------------CHECKOUT ISSUE-----------
Thanks for waiting, I have consulted to my supervisor about that, and in this case I will need escalate this issue to my higher department, and let them know about this issue, this process could take 48 hours, in this, you can try to place a new order for this item in 48 or little more time, we will really appreciate this time and you patience to get this issue fixed for you.
-----------STORE ESCALATION:------------
We really appreciate your patience, $contacts.name.first, and so sorry for the long time about the process in your order, please be assured that we are going to work hard to prevent this issue in the future. I have consulted to my supervisor about this matter and I will escalate your order to store to know why the store is tacking long time to get it ready for pick up. The store should contact to you shortly to provide you an update about that. May I escalate your order?

Thank you so much for waiting, $contacts.name.first, I really apologize for the inconvenience caused, I have escalated you case to the store, they will contact to you with the resolution. I will leave the proper comments and rest assured we are working to improve our service and offer you a better online shopping experience and take care with our store to avoid this happen again. You can be sure about that.

-----------RETURN DELAY-----------
I am sorry for the delay in the return process. I've carefully checked the tracking information, and apparently the carrier suffered issues during the shipment process, that caused the delay in the return, the item will arrive on **Wed 9/13/2017** by end of day in our return center. You can track the package following the next link: after we received the return we will ship the replacement for you, $contacts.name.first, we will really appreciate if you could provide us this time until item arrives at our return center.

----------REFUND/ REPLACEMENT----------
--I feel bad for the inconvenience this has caused you, I already have processed your replacement,
$contacts.name.first, you will receive an email confirmation with all information you need about the
replacement, you do not need worry about a new charge, it won’t be recharged to you, and we will do all on our hands to deliver your order as soon as possible.
--I've issued a refund of $XXXX for your item. The refund will post to your original payment method within 5 business days. You won't need to return the item $contacts.name.first, you can keep, donate or discard it.

------REFUND WHEN ITEM IS OUT OF STOCK----------
Thank you so much for confirming me. I really would like create a replacement for you but my system did not allow me due the item is out of stock at this time, but I can process the refund. However before process it I would like let you know, we can wait to get this item in stock, and process a replacement, this item is available to be refunded or exchanged between now at DATE you have till this date to get a refund or replacement, and we can notify you thru your email once the item back in stock.