Notes

OPENING -

General :

Thank you for contacting Audible. My name is Raunak and I will be assisting you today. How may I help?

With Issue :

Thank you for contacting Audible. My name is Raunak. I can certainly look into this for you.

Transfer :

Thank you for contacting Audible. My name is Raunak. Please allow me one moment while I review the account notes.

Re-connect :

Hello, my name is Raunak. I am sorry your previous chat disconnected. I will try and pick up where you left off.

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ACCOUNT VERIFICATION -


Before I continue, I'll need to access your account. To do so, can you please provide your name, e-mail and full billing address to me?

Thank you for the details, Luka. Now I am able to check your account.

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HMD STATEMENT -

Was I able to properly assist you today?

You are most welcome! Is there anything else I can assist you with?

I hope I was able to assist you today satisfactorily.

You will soon receive an email with a short survey regarding the level of support provided. Your feedback will be highly appreciated.

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CLOSING -

Thank you again for contacting Audible. If you would like additional assistance, please do not hesitate to contact us. We are here to help 24 hours a day, 7 days a week.

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APOLOGY -

I am sorry for the inconvenience caused.

I sincerely apologise for the inconvenience caused.

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UNABLE TO VERIFY -

I'm sorry, but I am unable to assist you any further or view your account without first verifying your information.

Please log into your account to verify the address on file or send us an email through the Contact Us section of our website: http://www.audible.co.uk/mt/contactus/

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MEMBERSHIP CANCEL REFUND -

In the meantime, may I know the reason of cancellation?

I have cancelled your Audible membership and issued a refund in the amount of £7.99 back to your credit card. Depending on the bank, a refund can typically take about 7-10 business days to appear in your account. You will receive an automated email confirming the cancellation as well.

Membership cancelled!

£7.99 has been refunded. It will show up in your account within 7-10 business days

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BOOK REFUND CREDIT CARD -

I have now returned the title " " and have issued a refund in the amount of £ back to your credit card. Depending on the bank, a refund can take about 7-10 business days to appear in your account.

Book refunded!

£7.99 has been refunded

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BOOK REFUND CREDIT -

I have now returned the title " " and your 1 credit has been reinstated back to your account. You are most welcome to use the credit towards the purchase of any alternative audiobook.

Book refunded!

1 credit reinstated back to your account!

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ONLINE CANCELLATION -

To cancel your membership, simply click on this link: http://www.audible.co.uk/cancel-membership/.

Once there, scroll to the bottom of the page and select the reason for cancelling, then click continue. One the next page, click the “Continue Cancel” button. You membership will then be cancelled once you click on the “Finish Cancel” button. Once the cancellation is processed, you will receive a confirmation email.

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HIATUS -

3 months is the maximum available hold period in a year. Should I pause your membership for 3 months?

I have now placed your membership on hold for 3 months. Your next billing date will be [Day].

Membership placed on hold for 3 months! Next billing date will be -

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IDLE -

Idle Warning 1 :

I don't mean to rush you, however, I haven’t heard back from you for more than 2 minutes. I’m wondering if we're still connected.


Idle Warning 2 :

I haven’t heard back from you in a while. Do you still need assistance?

Idle Warning Disconnect NO ISSUE :

Our chat has been idle for more than 5 minutes. If there isn't anything else I can help you with, I'll need to disconnect this session due to inactivity. Thank you for contacting Audible and have a great day.

Idle Disconnect Follow up:

Since our chat has been idle for more than 5 minutes, our system will automatically disconnect this chat. I'll send an email following up on our conversation. If you need further assistance, please let us know. Have a nice day!


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GHOST -

Warning 1:

Are we still connected?

Ghost Chat Disconnect:

Our chat has been idle for more than 2 minutes. If there isn't anything else I can help you with, I'll need to disconnect this session due to inactivity. Thank you for contacting Audible and have a great day.

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RELATED ACCOUNT -

I've checked our database and found another account under which your card has been added and charged. I won't be able to disclose any account information to you due to security issues. However if you wish I can refund you the charge and remove your card from the concerned account.

If you are verify the name, email address and full billing address on the account, I can provide the details to you.

Let me know, how would you like to proceed?

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FOLLOW UP EMAIL -

Hello Paul,

Thank you for contacting Audible!

It looks like our chat conversation was disconnected before we were able to resolve your issue.

However, if you face any trouble in , please write back to us or contact us over our chat or phone support per your convenience and we will definitely look into the issue for you.

For Phone please click the following link and enter your contact information: https://www.audible.co.uk/mt/click2call

For chat : https://www.audible.co.uk/amazon-chat

Alternatively, you can provide us your phone number and best time to call, so that we can arrange a call back from our end at the earliest.

Thank you again for contacting Audible. If you would like additional assistance, please do not hesitate to contact us. We are here to help 24 hours a day, 7 days a week.

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Unknown Charge Question -

May I know three details -
1) Amount Charged
2) Date of transaction
3) Last 4 digits of the card charged
4) Phone number

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Yes Email -

Hello,

This is Raunak and I want to thank you for allowing me to assist you today. There is a short survey directly below regarding the level of support provided today and your feedback will be highly appreciated.

Thank you again for contacting Audible. If you would like additional assistance, please do not hesitate to contact us. We are here to help 24 hours a day, 7 days a week.


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