Notes

Hello, Thank you for contacting Amazon. My name is Jyoti. I'll be happy to help you today.
Hey May I know your name please?

I’m sorry to hear you are experiencing this issue. There is no need to worry. Before I look at your account, May I know your name please?

I don't want to rush you, but I hope we are still connected.

apology_situation


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I’ll look into this for you. Could you please help me with the order number?

Before I look at your account, I need to verify that you're the account holder. Can you tell me the name on your account, please?

Is there any thing else apart form this, I can help you with?

Please accept my sincere apologies for any inconvenience caused by this situation.

************HMD LINKS******

You're welcome. Have a nice time ahead. Please click the "End Chat" link to close this window.

You'll then be asked to complete a quick survey and provide comments about your experience with me. We hope to see you again soon!


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[email protected]

Tin@8520

[email protected]

£

*****PRIME DELIVERY***

I can understand your concern, as an Amazon prime customer you have expected the delivery of your order the next day after you placed your order.

I hope you understand that being an online retailer we rely heavily on our carrier to deliver the orders safely and on time. However unlikely events like this reflects badly on us.

Please accept my sincere apologies for the inconvenience caused to you.

We continually monitor the service provided by our carriers and take complaints of this nature very seriously and will try to resolve this type of mistake made by the carrier so that our customers do not face inconvenience.

***FBA REPLACE NO****

As this item is sold by Seller and labelled as fulfilled by Amazon,I will not be able to create replacement as Seller's inventory is constantly changing, we can't replace any items sold by them that are Fulfilled By Amazon.

**DAMAGED IN TRANSIT***

Due to mishandling of the parcels sometimes the delivery labels on the parcel gets damaged while in transit. Hence such type of parcel where the delivery labels are damaged and are scanned as lost by carrier.
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Normally, when creating a replacement, we'd ask that you return the original item. However, because of the circumstances, I've disabled the return requirement on the original item and you won’t be charged for your replacement order.

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Alternatively, if you don't have access to a printer, please enclose a note with your order number. Wrap the parcel securely and post it to us at the address on the returns label.

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To resolve this at the earliest,

Thank you for confirming.

Could you please help me with the order number or item name?

If we can be any further assistance, please let us know by replying to this email, and we'll try our best to assist you.

I hope that this email finds you well. We look forward to seeing you again soon.

DNR case, carrier recommend not refunding / replacing the parcel for this customer. hence transferring for better assistance

DNR case, refund requested

I am sorry to hear that you have not received your order yet even through tracking shows as delivered. Please accept my sincere apologies for any inconvenience caused by this situation.

I have checked this for you and as you have not received the order yet, the tracking must be incorrect. Sometimes a carrier will accidentally scan a parcel as delivered when it's still on the way. In these cases, we expect it to arrive within one business day.



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 Manage Prime Membership section of your Amazon.co.uk account. The membership will now renew on

To make up for the inconvenience, I’ve requested a refund of £10.00 to the payment card associated with your order, and we'll send you confirmation by e-mail when it's complete. Please allow your bank 5 to 7 business days to process it.

I do understand your concern, Ivo and I know the kind of disappointment this has caused to you. I do agree that this kind service is not acceptable at all. If I would have been at your place I would have also felt the same.
However, I can see on the carrier website that your order has been received by the carrier and due to some issues in their network your order was not delivered by today.


I understand the inconvenience this situation has caused and as a goodwill gesture, I’d like to offer you a refund of the original delivery charges to the value of £7.99.


I can see that [FBA ITEMS] was/were ordered with [INSERT MERCHANT NAME] and labelled "Fulfilled By Amazon". Such items are dispatched to you directly from an Amazon.co.uk fulfilment centre.

Because Seller's inventory is constantly changing, we can't replace any items sold by them that are Fulfilled By Amazon.

[IF CREDIT CARD USED AS PAYMENT METHOD:
Therefore, I’ve requested a refund of £[AMOUNT] to the payment card associated with your order. Once your refund has been completed by us, please allow your bank between 5-7 business days to process it.

When we've completed your refund, we’ll send you an e-mail letting you know the date, amount and payment details. You can view completed refunds in Your Orders, https://www.amazon.co.uk/yourorders, by selecting "Order Details"

I understand the inconvenience this situation has caused and as a goodwill gesture, I’d like to offer you a refund of the original delivery charges to the value of £4.75.

This refund will go through within the next 5 - 7 business days and will appear as a credit on your billing statement.


Could you please confirm your name as updated on your Amazon account and your order number?

Could you please elaborate your query?

Could you please let me know your order number?

Do you mind waiting a few moments while I look into this for you?

Thank you for waiting, It's taking a bit longer. Please allow me 2 more minutes to access this information for you.

Please accept my sincere apologies for any inconvenience caused by this situation that you have not received your parcel yet.

I understand you weren't able to locate your parcel, even though tracking says it's been delivered.

May I know can you drop this item at your nearest post office royal mail or collect plus store?

You are welcome. In the meantime would there be anything else I could help you with?

I sincerely appreciate your understanding and co-operation. It was my pleasure assisting you today.

And for the inconvenience caused I would like to extend your prime membership for 30 days as a goodwill gesture.

And for the inconvenience caused I would like to refund the delivery charge?

I completely agree with your point. I realise this incident reflects negatively upon Amazon.co.uk and the feedback you've provided has been passed on to the relevant team and will be used in reviewing the service provided by carrier.

We do care about prime deliveries and understand the importance of it and I'll forward this issue to our transportation department. As they are monitoring the carrier activities closely, they will look into it and take your valuable feedback to improve our carrier service for you.

We take full responsibility for the delivery of our goods from start to finish and take complaints of this nature very seriously.

Sometimes a carrier will accidentally scan a parcel as delivered when it's still on the way. In these cases, we expect it to arrive within one business day.

If you do not receive your parcel by tomorrow please contact us and we will send out a replacement with fastest delivery available or a refund as per your convenience in case replacement is not available.

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Hello,

This is Jyoti from Amazon Customer Service.

Further to your email, I understand that you have not received your Order No: -- yet even through tracking shows as delivered.

It might be possible that the carrier delivered the order to a wrong address mistakenly. Please accept my sincere apologies for any inconvenience caused by this situation.

I hope you understand that being an online retailer we rely heavily on our carrier to deliver the orders safely and on time. However unlikely events like this reflects badly on us.

Please accept my sincere apologies for the inconvenience caused to you.

We continually monitor the service provided by our carriers and take complaints of this nature very seriously and will try to resolve this type of mistake made by the carrier so that our customers do not face inconvenience.

To resolve this at the earliest, I've placed a new order, #[REPLACEMENT ORDER ID], for "" and it'll be dispatched as soon as possible to the same address. There'll be no additional charge for your replacement order.

To see information about the replacement order including the estimated delivery date please visit Your Orders at the following link:

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

I can see that some of the items were ordered with Seller and labelled "Fulfilled By Amazon". Such items are dispatched to you directly from an Amazon.co.uk fulfilment centre.

Because Seller's inventory is constantly changing, we can't replace any items sold by them that are Fulfilled By Amazon.

Therefore, I’ve requested a refund of £[AMOUNT] to the payment card associated with your order. Once your refund has been completed by us, please allow your bank between 5-7 business days to process it.

When we've completed your refund, we’ll send you an e-mail letting you know the date, amount and payment details. You can view completed refunds in Your Orders, https://www.amazon.co.uk/yourorders, by selecting "Order Details"

If we can be any further assistance, please let us know by replying to this email, and we'll try our best to assist you.

I hope this helps. We look forward to seeing you again soon.

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Hello,

This is Jyoti from Amazon Customer Service.

If we can be of further assistance, you can reply directly to this e-mail. We can also be reached using the phone numbers below and are available between the hours of 09.00 to 18:00, local UK time:

Freephone (within the UK): +44 (0)800 279 7234, International customers: +44 (0) 207 084 7911. And by e-mail and chat 24 hours a day:

https://www.amazon.co.uk/contact-us

I hope that this email finds you well. We look forward to seeing you again soon.