Notes

OPENINGS
Hi, my name is Sofia, it is very nice to meet you! How may I assist you today?

Happy Holidays! My name is Sofia, it is very nice to meet you! How may I assist you today?

I sincerely apologize for this inconvenience. I understand how frustrating this must be. I am more than happy to check this for you may I have your order number, please?

I am so sorry for that inconvenience. I understand completely how frustrated you must feel. I am happy to help and fix this for you. Just to confirm, is this your order number #?

Of course! I am more than happy to help you with that. Could you please provide me with your order number so I can check that for you?

EMPATHY STATEMENTS
I am truly sorry that we made you go through this. I will try mu best to help you.

I completely understand where you are coming from. I would feel the same way if this happened to me. I will try my best to give you a solution to your issue.

I completely understand how you you are feeling. This is not the experience we want you to have. I am truly sorry for this. I really want to help you. Believe me that if I could do more I would.

I am truly and sincerely apologize that this is happening to you. I really tried everything I can to help you with this and if I could yo more I would. But the best solution in this case is to

EMPATHY APOLOGY
I truly apologize for this inconvenience. Here at Walmart, we want our customers to have the best experience, and we are sorry that you had to go through this. I already reported this issue so that this never happens to you again.

HOLD
Thank you so much! I will check this for you. Please allow me a moment while I do this.

I am sorry for the delay. I am still working to solve your issue. Please hold for one more moment.

I truly apologize for this delay. I am still working on your solution. Please allow me a little longer.

I am so sorry for all this waiting, the system is a little slow today but I am trying my best to fix this for you. Please allow me a few more minutes. Thank you for your understanding.

I truly apologize again for the delay. We seem to be having some system issues. Please be so kind and wait for a little longer. I am trying my best to find you a solution.

THANK YOU
Thank you so much for waiting.
Thank you for your patience.
Thank you so much for your patience. I really appreciate it.

QUESTION
You are very welcome! Is there anything else I can help you with today?

Do you have any questions or is there anything else I can do for you?

Is there anything else I can do for you today?

CLOSING ABSENT
I don't mean to rush you nor sound rude, but I just need to make sure, are you still there?

I haven't heard from you in a while, I just need to confirm, are you still with me?

Thank you for the time, I haven't heard from you and our system will close the current interaction due to inactivity. But, please know we're open 24/7, feel free to reach us back again to continue in assisting you, I'm always willing to help.

CLOSING

It has been a pleasure to assist you, we will close this chat for now but please know we're open 24/7, feel free to reach us back again if you need more assistance, I'm always willing to help. Have a great day!

It has been a pleasure to assist you, we will close this chat for now but please know we're open 24/7, feel free to reach us back again if you need more assistance, I'm always willing to help. Happy Holidays!


LAD 48 HOURS

I can see the order was marked delivered today, however sometimes the packages change hands to a next carrier, that's why our system requests to allow extra 48 hours to receive the item, after this time can be considered as lost and our system will allow us to process a refund or replacement for it.

I know it can be frustrating to see the tracking information updated as delivered and that you did not receive your order yet. Over the last few days, we have implemented a new on boarding system with our carriers to track packages and avoid unnecessary return processes for our customers and reduce the wait time of the final delivery of packages. Please allow 48 hours after the carrier delivery scan happened, this will usually enable the carrier to complete the delivery.

After 48 hrs.
I truly apologize that you did not received your order. This is not the experience we want you to have. In this case I can offer you a full refund or a replacement for your item. Which one would you like?

LOST IN TRANSIT
I’m sorry {NAME}, but I’ve looked into your order and I see that, unfortunately, your order was lost during shipment.
Would you like me to send you a replacement? I can also check into refunding the item. Would you like that?

BETA ORDERS DELAY
Thank you so much for the waiting, I was carefully checking your order and first of all, I personally apologize for this delay which is causing a bad experience for you. I can see the store is in high demand and facing lower drivers staff which is causing the delay, I know how important this order is for you and I am doing my best to push forward and expedite your order, I kindly suggest you to allow 1 more hour to receive this order. As a mark of my willingness to help you, I am able to refund the delivery fee since you did not receive your order on time. I'm aware that this might not fix the main issue or get what you paid for right away but I hope this makes up in somehow the poor experience.

As an alternative despite my efforts, you can also try to give a call directly to the store to get the most accurate time to receive your order.

store number

We had an operational delay in our fulfillment center due low staff that has been affected by Covid and some health restrictions have been applied. However, our team is working hard to fulfill the order as fast as they can. As soon your order is shipped, you will receive an update through email with the tracking information on it.

Thank you for waiting. Unfortunately your order is delayed. I truly apologize for this inconvenience. It is expected to arrive on [DATE]. Please be so kind and wait until then, if you do not receive your package feel free to contact us back and we can issue a replacement or a refund for you.


STUCK IN PROCESSING
Your item seems to be stuck in processing. I am sorry that this happened. At this point, the best option would be to
try to cancel the item and reorder. Would you like me to try to cancel your item?

REFUND
Refund Keep It
{NAME}, I’m happy to issue a refund of {INSERT_AMOUNT}. You will receive a confirmation email as soon as the refund is processed and the refund will post to your original payment method within 10 business days. As a courtesy for this order, you can go ahead and keep this item. You do not need to send it back to us. Feel free to donate or discard as you see fit.

I’ve issued a refund of [AMOUNT] for your [ITEM]. You will receive a confirmation email as soon as the refund is processed. Your refund will post to your original payment method within 10 business days, this according to the policies, process and system of your financial institution.

Refund Mailback
{Name}, I’ll send you an email with a prepaid label so you can send your return item to our return center. The return center must receive your return back within 30 calendar days or you will be recharged for the item. Since I processed this as a mail-back return, please do not take your return to a store. You must send your item back using the label provided.


BETA ORDERS * REPLACE NOT AVAILABLE

Thanks for the waiting, I was carefully checking this order and as much as I would love to offer a replacement, unfortunately, the options are not available in our system however in order to rectify this inconvenience we can issue the full refund

REPLACEMENT
The replacement has been processed and it will arrive by [DATE]. You will receive the new order number via email during the day. Is there anything else that I can help you with?

I’ve replaced your item. You will receive it by [DATE]. I’m sending you an email with your new order number and a return label. No need to return the item to a store. Simply mail it to the address specified on the label. Please return the original item within 30 calendar days or you will be recharged for the item.




I’ve processed a replacement for your item. It will ship out once the
Return Center receives your original item. You’ll receive a confirmation email when the
replacement is MailBack.

MISSING PARTS
I would love to send to you the missing parts of your (NAME OF THE ITEM) received but, the parts of an item are not in our inventory and we send the items like our manufacturer provide to us, this to ensure the warranty with them.
However, you may try contact the manufacturer directly at [manufacturer's number] to request that they supply any missing parts. This will be the fastest way to receive your missing parts, as most manufacturers prefer to speak with customers directly.
Please note that it may take up to 7 days for a response from the manufacturer. If you are unable to reach the manufacturer, just contact us back to process a return for a replacement or refund depending in availability of the item.

MARKET PLACE
First of all, I personally apologize for the inconvenience, I can see the item was sold by a third-party seller, in this case, we can contact the vendor to request a replacement, usually, they confirm it directly with you via email within 48 hours.
The seller has been contacted, please allow 48 hours to receive an email from them, in case you do not hear from them please contact us back using this reference number




I see that the item is from a market place. In this case I can contact the seller and request a replacement for your order. Would you like that?

The seller will contact you within 48 hrs. If after 48 hours you don't see the email, please check your spam/junk folder and if is not there, just contact us back and we will glad to continue assisting until get a resolution for you.

AUTHORIZATION HOLD

Your card wasn't charged prior this cancellation. Your card issuer may have placed an authorization hold that temporarily reduce the available balance in your account. Any hold placed on your account will be removed by your financial institution within 7 business days.

The charge you see on your account is a temporary authorization hold and it will be removed
once your order has shipped. If you have requested to cancel your order and the cancellation
is successful, the authorization hold will be released within 7 business days. Walmart doesn’t
complete the actual removal on your card; that’s done by your financial institution. If you need
this hold removed, please contact your financial institution about their authorization policy

CANCELLATION
I’m happy to try to cancel your order but I can’t guarantee the cancellation because we
process orders as quickly as possible. If I’m able to cancel your order, you’ll receive a



confirmation email. If I’m unable to cancel your order, you’ll receive an email when it ships.
But, don’t worry, you can return the item to the nearest store or online. Is that okay? Do you
still want me to try to cancel your order?

Thanks for the waiting time, I was able to send your cancellation request, you should get an email confirmation within 48 hours, in case you don't get the email, reach us back so we can review the status of the order and even initiate a manual return or refund if necessary.

CANCELLATION NOT POSSIBLE
I would be more than happy to help you with that. However, unfortunately, as the order has already shipped I am not able to cancel your order. In this case you can wait for the item to arrive and we can initiate a return process where you will receive a full refund.


REFUND NOT RECEIVED
Thank you for the waiting time, I was able to send the order to our escalations team who can trace your return and manual work with the refund, so that way we can push the refund process. You should get an email confirmation within 48 hours at the most regarding the refund done.

Before time
Usually the refunds take up to 10 business days to get back to your original payment method. If you haven't received the refund by then please feel free to contact us and we will be happy to help you.


GIVE PROMO CODE
I personally care about your business, as a mark of apology, I am creating a unique code for future credit which is good for the next 90 days. It will give you $5 off a future order. 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. I'm aware that this might not fix the main issue or get what you paid for right away but I hope this makes up in somehow the poor experience.

BACKORDERED

Thank you for the waiting time, I was working with the order and reporting the delay, it seems we faced a delay because the item was not available in the nearest location and currently our team is searching the product from another warehouse, but in fact, the order is still active and expected to be shipped out in the following days, we kindly ask you to give us 3-5 more days to work with the delivery and confirm the shipping too.

I know the importance of getting what you paid for and I am aware that you deserve an explanation of what is going on and I hope you can give us one more chance, we will keep in touch to your email address for further updates, and we do our best to push this through.




I’m sorry but {INSERT_ITEM} is on backorder at the shipping center nearest you. However, the
the system is checking other centers for the item so that we can fulfill your order


OUT OF STOCK
In effort to resolve this incident, I kindly offer a refund for the items, unfortunately, they ran out of stock and I am unable to replace them, but I requested an in-stock alert so we can let you know via email once the item is restocked, so you can reorder them in future. I will appreciate your understanding.

DELAYED RESCHEDULED DELIVERY
Thank you for holding, I was working with the order and I was able to confirm the shipping from our end, for some reason while we track this one it seems the package recently arrived to the final parcel truck that will complete the delivery, this is not the experience we want you to have or even fair. However, during the last few days we are facing some delays with the shipping, this may affected the order. But this one in fact will be delivered, it has been rescheduled for delivery on at the latest, which I kindly ask you to wait few more days for this order, please.


CHECK OUT ERROR
Thanks for the waiting, I was reviewing some heads up and the webpage is having upgrades, because of this you may face issues however this will be corrected as soon as possible, we kindly ask you to try to submit the order later on (Try periodically in the following hours). Also, you may try other browsers (Such as Explorer, Mozilla, or Safari).

In another hand, you may try to call our team at 1 (800) 925-6278, they are allowed to place orders over the phone. However, we kindly suggest trying later on from your side.


LMD ORDERS
Thanks for the waiting, I can see this order was managed per LMD (last-mile delivery, it is a store truck and there is no tracking number) but we have delivery confirmation


PRICE ERROR
Walmart cannot confirm the price or availability of an item until after your order is placed. Pricing or availability errors may occur on the Walmart Sites or through Marketplace Retailers. The receipt of an order confirmation does not constitute our acceptance of an order or our confirmation of an offer to sell a Product. Walmart reserves the right to cancel any orders containing pricing or availability errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from Walmart. Walmart may, at its discretion, either contact you for instructions or cancel your order and notify you of such cancellation. Pricing for products may be different on the Walmart Sites or from prices available in Walmart stores or on Walmart Apps.

TAX-EXEMPT
Before you can make tax-exempt online purchases, you must first apply for tax-exempt status
with Walmart.com, even if you’re already exempt from our stores. Please call or go to your
state’s department of revenue website, complete the proper form, and complete the online
application here. Applications may take 2 business days to be processed. When it’s approved,
please email us again to receive a tax refund.

CUSTOMER INSULT
I’m sorry your order was canceled. All orders go through an automated security system that
catches fraud. Sometimes the system cancels orders by mistake. I can alert our validation team
to manually review your order, but you will need to place a new order. Please wait for at least 30
minutes, but no longer than 24 hours, to place your new order. You’ll have to use the same
device and Walmart account to place your new order. Our validation team will contact you or
your order will begin processing within two business days

PLACE ORDER
For the safety and security of your financial information, I am unable to place orders or accept
payment information over chat. If you would like a phone agent to help you place an order,
please call 1-800-966-6546 and we will be happy to help you