Notes

Saludo:
Hi! My name is Jaquelyn L, I have the honor to assist you today, in order to help you I promise to give you everything in my hands to solve any issue or clarify any doubt that you might have.

(CUANDO PIDO ALGO YA SE NUMERO DE ORDEN O NOMBRE DEL ITEM)
I want to investigate exactly what is going on, would you be so kind to provide me with (YOUR NUMBER ORDER OR NAME OF ITEM) please?
(AFIRMACION)
okay, sure.

Chelp (CUANDO YA ACLARE TODO Y PREGUNTO SI NECESITA ALGO MAS)
I want to make sure you received all the necessary information from me today. Is there anything else I can assist you with today?


Cty(DESPEDIDA)
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. Thank you for contacting Walmart.com and have a great day!

Lost after delivery (CUANDO DICE ENTREGADO Y EL CLIENTE NO LO RECIBIO)
Thanks for your patience. I truly apologize for the inconvenience this has caused you. Let me inform you that I've researched your order and according to our carrier information the order was delivered, but if you did not receive it, the order was lost after delivery. So in order to correct it as soon as possible, I want to start a replacement for you?


Ccheck (CUANDO EL CIENTE NO CONTESTO DESPUES DE 2 MIN.)
I am afraid of the automatic disconnection, I've not heard from you in a few minutes, Are you still in the chat?
2)
I did not receive another response from you. Therefore, due to inactivity the system is going to close the chat, but if you still need further assistance, please do not hesitate to contact us back and we will be more than glad to assist you. Thank you for contacting Walmart.com. Have a great day!

Cnochange (CUANDO NO SE PUEDE CAMBIAR EL PEDIDO, SE LE OFRECE UNA CANCELACIONY OFRECE UN REMBOLSO )
I am sorry to inform you that, due to security reasons, we are unable to change an order after you click "Place Your Order" because your order begins processing immediately. In this case, I recommend you if you allow me to cancel the order, do not worry the refund would be posted within 5 business days and you could place a new order with the correct. May I proceed to request the cancellation for this order?

RESHOPPED:(SE CAMCELO LA ORDEN POR QUE NO HABIA EN LA TIENDA, Y SE REALIZO EL NUEVO PEDIDO YA QUE EN OTRA TIENDA ESTABA DISPONIBLE)
Thank you very much for waiting, I was checking in the system and the( ITEM) was cancelled and reshopped because the item was not available at the store. This means that our system checked if the item is available at a fulfillment center so they can send it to the store. In this case this item is going to ship on (DATE ) and once it ship you are going to receive an email with the tracking information.

C,lost (CUANDO EL PAQUETE SE PERDIO )
Thanks for your patience. I truly apologize for the inconvenience this has caused you. Let me inform you that I've researched your order and according to our carrier information, it got lost in transit, since we didn’t receive updates from the carrier. So in order to correct it as soon as possible,

Order is delayed (in process)( cuando ya paso un dia o 2 y no ha llegado.)



Thank you very much for your patience today, and thanks for bringing this matter to our attention, I perfectly understand that we offered you an estimated delivery date, however due to carrier’s availability we didn’t meet your expectations shipping this order and deliver it to you in the date that we promised you. Please accept my sincerely apologizes, but be assured that we are working to improve this new shipping service. Could you please be so kind to wait for this order, and rest assured that will document this in order to prevent future delays in your order.

Order is delayed (on the way) (que es la fecha que tenia que llega y no llego pero esta en camino.)
Thank you so much for waiting, I have checked the shipping date and it was correctly shipped, however the delivery depend on the carrier, 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, I am sorry that this item is late, it is however, on its way and we ask that you give it 24 hours after the estimated delivery date to arrive. Which for this order would be 08/11/2019. Please contact us again if you do not receive the item by then. Rest assured we will take care on it.

C,lost (el paquete se perdio en el camino)
Thanks for your patience. I truly apologize for the inconvenience this has caused you. Let me inform you that I've researched your order and according to our carrier information, it got lost in transit, since we didn’t receive updates from the carrier. So in order to correct it as soon as possible,

LOST AFTER DELIVERY(es cuando el paquete segun el mensajero ya fue entregado pero no lo recibio el cliente)
Thanks for your patience. I truly apologize for the inconvenience this has caused you. Let me inform you that I've researched your order and according to our carrier information the order was delivered, but if you did not receive it, the order was lost after delivery. So in order to correct it as soon as possible,

DAMAGED IN TRANSIT (se arruino en el camino o llego dañado, y aseguramos el servicio de walmart.)
Thank you very much for your patience today, please accept my sincere apology for the items were damaged in transit. Rest assured that our fulfillment center teams audit daily, to make sure that we are providing quality packaging which keeps items safe and secure during transit. I'm sorry that on this occasion it was not successful, but we will make this right for you.

RESHIPPED (el articulo estaba agotado en la web pero se busco una bodega con el item, y se dio nueva fecha)
I have checked the item and it shows the item in our web site is out of stock, however your order order was received in our fulfillment center but the shipping center nearest you did not have that item. However our system checked other centers for the item so that we can fulfill your order. That is why the order it taking (one) more day to arrive to your address.

ESD AND EDD STATUS: (es cuando el cliente pregunta por su fecha de EDD)
Thank you very much for waiting, I checked your order and according to our records it is going to be ship on (fecha enviara) and you should received it on(fecha recivir) Once it has shipped, you will receive a confirmation email containing the tracking information.

ITEM MISSING FROM THE BOX (cuando falta un articulo en la caja, especificamos articulo y nos disculpamos)
Thank you very much for your patience today, I can imagine how important is for you to get all the items that you ordered and I truly apologize that you are in this situation. I checked your order and it seems that the item ((item))was missing from the box. I am really sorry for the inconvenience this situation might have caused you.

PROMO CODE (se le brinda un promo code al cliente)
I am creating a unique code for future credit which is good for the next 90 days. It will give you $10.00 off a future order. Your new order must be ($15.00) or more to apply the code]. It will work only in this account, and you enter the code in the promotion code box at checkout. You'll receive an email with the code on it shortly including details on how it can be redeemed.


Positive feedback
I highly appreciate your feedback as it will assist us in becoming better at what we do. As with any business like ours, the greatest advertising we can have is word of mouth from a satisfied customer.

CANCELLED ORDER (cuando una orden fue cancelada y el cliente no queria )
I really understand you, I know what it feels like. It’s annoying when you need something and it’s cancelled but please allow me to check the order for you.

UNDO CANCELLATION (es cuando quieren cancelar la orden cacelada)
Thanks for waiting, I have tried to undo the cancellation but my system did not allow me process it, due that it was placed the cancellation request. However I would like to recommend you wait till tomorrow because the cancellation sometimes take 48 to be processed, and sometimes it is not processed. The shipping day was tomorrow, if the order is not cancelled the item will be shipped and you will receive the email notification with the tracking information.

MARKETPLACE.
CMPcontact( CUANDO TIENE QUE VER CON UN MARKET PLACE Y NO PODEMOS HACER NADA Y SE ESCALA SE ENVIA UN MESAJE AL SELLER.)
Thank you very much for your patience today, I’ve researched your order and it was ordered from one of the 3rd party Marketplace sellers on our site, I want to apologize for the inconveniences that you are experiencing, since I understand that the item is important for you. In order to receive the best assistance regarding your order from [NOMBRE MARKETPLACE], allow me a few moments to escalate this issue directly to them; You should receive a response via email or a phone call within 24 hours. Please allow me a moment while I escalate this case.

MARKETPLACE Tier 2(MARKETPLACE MEJORANDO SERVICION.)
Thank you so much for waiting, I really apologize for the inconvenience caused you, I have escalated your case to my higher team, our team will email you in the next 24 hours 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 Retailer to avoid this happen again, and you can be sure about that.

PUT(PIKCUP TODAY)(CUANDO EL PROCESO AUN NO ESTA ACTIVO, SE LE ENVIA UN CORREO DE COMFIRMACION.)
Thank you very much for your patience today, I want to apologize for the inconveniences that you are experiencing, since I understand that the item is important for you, after carefully checking the order, I was able to confirm that your order is still processing, this type of order can take within 48 hours, however according to my records the process of this order is almost done, so you should receive the "Ready for pick up" email in a few hours. It's possible that the store has not updated their information for the ready for pickup email to be sent, in this case I recommend you to wait by the end of the day for an update.

PUT Picking Complete (CUANDO DICE QUE YA ESTA DISPONIBLE PERO TIENE QUE ESPERAR A UNA ACTUALIZACION)
Thank you very much for your patience today, I have checked your order and according to my records, the order should be available for pickup. However, it's possible that the store has not updated their information for the ready for pickup email to be sent, in this case I recommend you to wait by the end of the day for an update, or if you would like to expedite this process. You can contact them directly at xxxxxxxxxxxxxxxxxxxx, I am sure that they will provide you with all the correct details.

READY TO PICK UP(CUANDO YA ESTA LISTO EL PEDIDO Y SE LE ENVIO EL CORREO Y INFORMACION DE LA TIENDA)
Thanks for waiting, I have checked your order and according to my system your items from order number [***INSERT ORDER NUMBER***] are ready for you to pick up at the store you selected, which is listed in your order confirmation email. It's possible that the store has not updated their information for the ready for pickup email to be sent. Your order was delivered on *DATE AND HOUR* and this was received by **Person name**, I would like to recommend you call to the store to be sure that your order is ready to pick up, please ask directly for the person that received your order, the store phone number is **Phone number* You will need your order number and a valid photo ID that matches the name of the pickup person on your order.

FRAUD (COMPRA NO AUTORIZADA.)
My deepest apology for all the issues with your account. Thank you for bringing this unauthorized purchase to our attention. For your safety, we recommend you if you can change the password or from further use and deleted any saved payment information to help prevent any future unauthorized activity. For future purchases, we will need you to use a different email address and credit card. We kindly and strongly recommend that you also get in touch with your financial institution to make sure that there has been no other fraudulent activity.

MISSING PARTS (CUANDO FALTAN PIEZAS, NO SE PUEDE HACER UN REFUND NI REPLASMENT, UN DISCAUNT)
Thank you very much for your patience today, I am really sorry to inform you that, unfortunately, we are unable to send a replacement just for a part of the item. I would like to offer you a replacement just for those items but due to those are shipped in the same box, we need to replacement the whole item. Or if you prefer, other option should be if you would like to call the manufacturer to check if they can ship the damages parts for you. Would you like to call them first to check if they can assist you with this?

Cwhyinsult (CUANDO EL PEDIDO FUE CANCELADO Y NO PASO CONTROLES DE SEGURIDAD DE METODO DE PAGO, SE ESCALA A CUSTOMER SERVICES)
Thank you so much for waiting, I'm terribly sorry that your order was canceled but let me tell you 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 payment method. I will escalate the issue to my higher department to fix this issue, let me inform to you that all is ok, it is only a security check. Please allow me a moment.

(CUANDO LA CANCELACION FUE UN ERROR DE SEGURIDAD, Y SE LE PIDE AL CLIENTE VOVER HACER SU ORDEN EN 30 MIN)
Thank you for your patience, let me inform to you that I have opened a case to review your account to determine if we have canceled your order in error due to these security checks. I just appreciate if you can please place your order again after 30 minutes have passed after to close this chat?

However, I need to tell you that the once your new order is placed, the validation team will review your order within 24 hours. From there, the order may be released and go on to process or the validation team may call you to verify your order. Rarely, the order may still cancel after review. For best chance of success, please use the same Walmart account, email address, payment method and device or computer that you used for the canceled order.

And please don't worry for the charge; the charge you see on your account is an authorization hold. This authorization hold is not an actual charge it just confirms that there are funds available to complete your purchase. This will be released in the next 5 business days in the original payment method.

This type of cancellation is usually because the billing information (e.g. address, expiration date, card number, phone) did not match the information on your Payment method.

SITE ISSUE: (PROBLEMAS CON LA PAGINA WALAMART.COM)
I was checking my system and I have some options to help you. In this case, please be so kind to use Google Chrome, try to delete cookies, close and open the browser. To delete cookies in most browsers, go to Tools > options > delete cookies/browsing history/temporary files, and please be so kind to try again to know if that option worked.

Photo (SE DISCULPA, SE LE OFRECE UN REPLACEMENT, Y SE LE DA PASOS PARA CLONAR LA ORDEN.)
I am really sorry for the inconvenience this situation might have caused you, to rectify this matter, let me inform to you we can not replace your order, because for your own security we do not save any photo order to protect your personal information. In order to resolve this issue, I will process a refund and I will give you some steps to clone your photo order, please allow me a minute.

CLONE (ORDER SEGUIMIENTO DEL PHOTO)(SE LE BRINDO UN REMBOLSO, SE LA DA INFOMACION DE LOS 5BD, RECIVIRA UN EMAIL,Y SE LE DAN LOS PASOS.)
Thank you for your patience. I am glad to inform you that I have issued a refund of $(.) for your item. The refund will post to your original payment method within 5 business days. You will receive an email confirmation. I will share the steps to reorder.
1. Sign into “My Photo Account”
2. Click on My Photo Orders, Find the order that you would to re-order and Press the ReOrder button.
3. Reorder button should take you to the item builder, from here you can edit the past order/s if any additional edits is needed.

CANCELLED FOR BE A RESELLER (CANCELADO PARA SER UN DISTRIBUIDOR)
Thanks for waiting, I'm sorry your orders were canceled; but your orders 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, all orders go through an automated security check to prevent unauthorized use of your payment method. So, I would like to recommend you contact us via phone, to place a new order and to rush the verification process, you can call 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, I am sure it will be processed correctly.

HIGH FRAUD (ES PARA LA GENTE QUE MIENTE MUCHO Y HACE MUCHOS REFUND, SE INVESTIGARA PRIMERO PARA VER SI SE HACE UN REMPLEMENT O UN REFUND. SE LE DA INFORMACION PARA EL PROCESO)
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.

Cauth (CUANDO TIENE UNA O 2 RETENCIONES PERO SE LIBERARA EN 5 DIAS)
Thank you very much for waiting. Let me inform you that I checked your order and in this case you see 2 charges because one of them is an authorization hold. This hold is place in your payment method when you make your order because it helps you to confirm that you have funds to complete the order. The real charge occur, when the order is shipped, sometimes the authorization hold takes few days to be released and left only the real charge in your statements. So the authorization hold is going to be removed by your financial institution within 5 business days.

FINANCE HOLD ( CUANDO ES UN FINACIAMIENTO, SE LE DICE AL CLIENTE QUE ES Y SE LE DA INFORMACION DEL PROCESO)
Thank you so much for waiting, I am truly sorry for this but I need to tell you that your order has been placed in a finance hold. A finance hold is when Walmart reviews your payment information as an additional verification measure in order to ensure your financial safety and protect you from unauthorized charges. I have checked that our proper department is working in this as soon as possible. The procedure takes within 24- 48 hours for our finance team to complete the verification process. Our finance team may contact you if further verification is needed. I already requested an update so you can get the email confirmation as soon as possible. Could you please allow us a couple of hours more to complete this process?

I definitely understand how important it is the order for you, and I wish could be able to expedited process but this is not a manual process, but you email our Verification team at [email protected] to get the order as soon as possible.
(NOS DISCULPAMOS HACERA DEL PROBLEMA Y DAMOS EMAIL PARA ESTAR AL TANTO DE SU PEDIDO)

Phone numbers
Walmart Credit Cards customer service: 1-877-294-7880 or
Walmart MasterCard customer service: 866-611-1148
Warranty team, 1-877-968-6391
https://www.walmart.com/cp/6993429?search_redirect=true&redirect_query=care%20plan
FedEx 800-463-3339
Estes (EFW) 804-205-5907
Yellow Freight System 800-610-6500
Pilot Freight 877-549-0409
Seko Worldwide/HVH Transportation
800-323-1235 (temp) or 866-268-5263
(temp)
Please $contacts.name.first call us at 1-800-966-6546
GIFT CARD DEPARTMENT: 1-888-537-5503
CAREPLAN: (877) 968-6391 http://www.walmart.com/careplans
EYEVISION: 1-800-991-7347
GROCERIES: 1-800-924-9206
PHARMACY HOME DELIVERY: 1-800-273-3455
Store transfer 1-800-WALMART (1-800-925-6278) and press option 2, then option 2 again