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This is John Smith, How may I help you?
Cust --- CXS – I RECEIVED A CALLED OR MESSAGE
Okay!
Before I address your issue, I need to verify certain details for customer security.
Cust--- Okay!
(Name, Email, DOB, cell phone number, zip code)
Okay! please hold the line so i can check in my system!
{Put the customer on hold for 2 mins}
As I can see in my system, There was a purchase made of Apple MacBook Pro & Apple Airpods by you amounting to $1537.35. And it will be delivered to you by tomorrow at your address that is 49 Arcadia Ct, Albany, NY 12205.
Cust-- I have not made any purchase.
Sir/Mam, As I can see , we have sent you a verification code on your registered cell phone number before authorizing the transaction for the purchase. And you have authorized it succesfully then only we have proceeded with your order.
Cust-- I have not authorized any transaction.
In that case sir/mam, I need to run a full security check on your amazon ID to help you with the issue.
Cust--- Okay!
Before I go ahead we Can i please help me with the last 4 digit of your debit cardcredit card number that is registered as your primary payment option in your amazon ID.
Cust ---1234
Okay! Can you please hold on for a while I run a security check on your amazon ID?
Cust--- Okay
{Hold for 3-5 mins}
SIR/ Mam, We ran a complete check on your amazon ID and Your account is being accessed from multiple locations as well as devices. YOUR AMAZON ACCOUNT WAS ACCESSED FROM OHIO, NEW JERSEY, New york AND Texas. We have also noticed that your account was accessed from multiple devices.
So, I would like to ask you that---
1 – ARE YOU TRAVELLING RIGHT NOW ?
2- HAVE YOUR EVER SHARED YOUR ACCOUNT DETAILS WITH ANYONE ?
3 ON WHICH DEVICE YOU MOSTLY USE YOUR AMAZON ACCOUNT ?
4 SO DO YOU CONNECT YOUR COMPUTER LAPTOP / CELLPHONES TO THE PUBLIC WIFI ?
(After customer answers your que.)
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