Notes

[email protected]

[email protected]

[email protected]

[email protected]

I'm writing to follow up on your conversation with Amazon Customer Service.

Opening:-

Hello, my name is Qutub. I'll be happy to help you today.

Hello, thank you for contacting Amazon.co.uk. My name is Qutub. I’ll be glad to help you.


Thank you for the verification and Thank you for being an Amazon Prime member.

May I know your name please which is on the amazon account ?



Paraphrasing:-


I'm sorry you didn't receive your item on time. Let me find out what best I can do to make things right.

I'm sorry this has happened. I understand your situation, and I will do my best to help you.

I understand how frustrating this is for you, and I'm going to do everything I can to help.

I am really sorry for the inconvenience you have experienced.

I'm really sorry to hear that you haven't received your order yet even though tracking is showing delivered.



Order details:-

Could you please let me know your order number?



Delivered not received:-


I'm really sorry to hear that you haven't received your order yet even though tracking is showing delivered.


In the unlikely event that you haven't received your parcel by [FRD_DATE], please let us know by replying to this e-mail and we'll assist you further.


I request you to wait until then because this order may reach you before a refund or replacement is completed. We take full responsibility if any item becomes lost during delivery and will be happy to refund you if your order doesn't arrive.




Wrap up:-


You're most welcome. Is there anything else I can help you with?


You're welcome. Thank you for contacting us.
It's my pleasure helping you!
Bye and take care!



Email confirmation:-


I will send you an email to confirm the above details once the chat ends.



Return Label:-


I have checked the details as per your concern and found that the item is sold by seller and fulfilled by Amazon. In this case I provide you a return label to return the item for a full refund. Would that be fine?


I will provide you a return label and you can use any carrier of your choice to return and let us know the return cost and we will be happy to refund that as well.


In this case, I can provide you the returns label to return the item back to us for full refund or I can create replacement for you and provide you the returns label to return the item back to us within 30 days.




Out for delivery :-

Normally Amazon logistics delivered until 9 pm for residential address and 5 pm for commercial address however this is an estimated delivery time. I wish but unable to confirm the specific delivery time for your item it might be possible that you may get your item while we are on this chat.




Shipping soon :-

I have checked the details and would like to inform you that your order is in the last stage of shipping. As the item you have selected was not available in the nearest fulfillment center so we had to dispatch the item from our external fulfillment center this took us little time to dispatch the order.

It can be dispatched today anytime and as it will get dispatch you will get the confirmation email. I am sorry that the order was not dispatched on time to be delivered today but we will try to make sure it will dispatch as soon as possible so you can get the earliest.




A to Z guarantee :-


Thank you for your patience.

I am glad to let you know that I have sorted your issue.

As promised I've submitted an A-to-z Safe Buying Guarantee claim on your behalf for this order for a full refund, for " [Order Name ]".

Guarantee claims generally take from 1-2 weeks to be investigated. You'll receive an e-mail notification from our Claims Team once their investigation is complete. You can track the processing of this claim at any time by clicking the "File/View Claim" button next to this order in the Your Orders section of Your Account:

https://www.amazon.co.uk/yourorders



Rayz, since order is placed with third party seller and we need to file A to Z claim for refund as we do not have option to process refund instantly. However I will ask the A to Z claim team to look in to issue and resolve the issue shortly. Also, you will get the email from A to Z claim team regarding the same with update and if the seller ask for returning the item so you can return the item back to seller as well.



I have filed A to Z claim for refund and our team will investigate the issue with seller and help you to get the refund, also I have mentioned all the details and it take maximum 7-14 days for investigation, however your issue will be resolve as soon as possible and you will get the update from team.


Also, I have taken your feedback and I will forward your feedback to relevant team to improve the services as well.

Rest, your issue will be resolve shortly once investigation will be done you will get the update.



If the customer contacted to the seller and seller did not respond and order is eligible for A to Z claim.


As I can see that you have contacted the seller and seller did not response with satisfactory. So in this case I file A to Z claim on your behalf for refund and our A to Z claim team will investigate the issue with seller and help you to get the refund. Please make sure A to Z claim takes maximum 7-14 days for investigation, however your issue will be resolved as soon as possible within time frame and you will get the update from them.




Return Label:-


Would that be fine for you if I can provide you the prepaid returns label for HDNL (Home Collection)?

Would that be fine for you to return the item to the post office?

Would that be fine for you to return the item to the nearest Collect Plus Store?



Charged for prime:-


I understand that you have been charged for GBP 79.00 for Amazon Prime and you would like to cancel it for full refund.



Extend Prime:-


I'd like to apologise for this and to help make up for the inconvenience, I've extended your Amazon Prime membership by 30 days. You can review your renewal details in the Your Account section of your Amazon.co.uk account.

Also, to make up for the inconvenience I will extend your prime membership for next 30 days without any extra cost.



Price match:-

I understand that you have ordered an item for higher price and the price of that item has been dropped and you would like us to issue refund for the price difference.




Call Back:-

I’ve placed a call to your number and you should get it right after you end this chat session. Please click “End Chat” to end this chat.



Last four digit and expiry date:-

Could you please provide me last 4 digits and expiration date of the payment card you would like to use for this order?



Third Party seller order issues:-


WMS case- Since you have been facing issue with order and did not get the order, as I can see that order is placed with third party seller at amazon platform. So in this case I will contact the carrier and asked them to look in to this and update you for order details as soon as possible. Please make sure, seller will contact you as soon as possible within maximum 2 business days.



1.Returning an defective item:-


For retailer (Sold and fulfilled by amazon) item:-

As you have been facing issue with item and item is not working correctly, So in this I will send you replacement for the same item and you can return the item back to us OR if you wish you can return the item for full refund and I will provide you prepaid return label to return the item. Rest assured, you won’t be charged for returning an item back to amazon.


For FBA item:-

Since you have been facing issue with item and item is not working correctly, as I can see that the item is sold by seller and fulfilled by amazon. So we do not have option to replace the item which is sold by seller. Hence, I would request you please return the item for refund and I will provide you return label to return the item back to amazon.



1.Delivered not received Case (With every carrier)


Above Order 40 GBP:-


I have checked the tracking in which the package showing as delivered. I understand you are unable to locate the parcel. Occasionally, the carriers could deliver the parcels to the nearest neighbors or safe places . In order to confirm, did you checked the safe places and neighbors?


I really apologies for the situation caused. Considering the situation, I will raise a complaint regarding the delivery. The carrier will investigate the delivery of the parcel with the driver and their delivery records. They will update the details of the delivery via email within 24 hours.


The time frame we have requested is the longest time to investigate the delivery of the order. However, the carrier may update the details of the delivery soon. In the meantime, the carrier may retrieve the package and deliver it to you, if the parcel has not delivered yet. If you have not received the update within 48 hours from carrier or Amazon, please contact us. We will replace the item at no additional charge or issue the refund, if replacement not available.


Below Order 40 GBP:-


Since you have been facing issue with order and did not get the order, however tracking shows as delivered. So in this case I would request you please wait for FRD date (mentioned the FRD date). If you don’t get the order till FRD DATE, please get back to us and we will help you with refund of replacement.



Empathy Lines :-


I can certainly understand your disappointment in this matter. If I would have been at your place I would have feel the same. We believe in delivering the parcel to our valuable customer as soon as possible. But I hope you understand that we depend upon the carriers for prompt delivery.


If I had the option I would have done this for you at a very first place.

I hope you understand me and my limitations.

I really appreciate your understanding and patience in this matter.


I'd like to thank you for reporting this matter and assure you it'll be treated with the utmost seriousness.

Had I been at your place, I would have felt the same.


Also to make up for the inconvenience caused to you by this I will add a promo of GBP 5 to your account, which you will be able to use on your next order.


We realize this incident reflects negatively upon amazon.co.uk and the feedback you have provided has been passed on to the relevant team and will be used in reviewing the service provided by carrier.


I can totally understand that, I can understand that you have made various complaints regarding this still the issue is still there. i can understand that as a prime customer you shall receive the parcel delivered on the expected date. I can understand your disappointment in this.


Please be assured i will make sure to forward your feedback to our transport department so that this can be checked.


You are our very long time valued customer since (). Its a long time.

Your association with amazon is very long and we appreciate your loyalty with amazon.

You have been so patient even though you faced this issue.

I greatly appreciate it. we appreciate your feedback and we would like to work on your feedback to improve our services.


Would you mind talking to my supervisor about the recent experience with Amazon.

I understand this inconvenienced caused would you mind discussing this matter with my supervisor.