Notes

Hello

Good morning!

How can I help you with the item," "?

[email protected]

Hello,
I will definitely help you with

Just to confirm is this the item you are referring to ""?

I'm sorry to hear about you have not received the order yet, although it shows delivered.

I'm sorry to hear the issue with the item.

Let me check the details for you.

I will surely help you.

Please bear with me.

Please bear with me, it is taking some time.

Please allow me a moment to check the details for you.

Thank you so much for waiting.

You are most welcome.

Thank you so much for your patience and understanding.

I hope I was able to address your issue and resolve it?

Thank you.

Anything else?

Hope this resolved your issue?

You are most welcome.

My pleasure.

Thank you for using our Message Us service, and we hope to hear from you again! Goodbye!

It was my pleasure assisting you. Message us should you need anything further. Goodbye, take care.


JOINING PHRASES


Hello ! I'll be taking over this chat from here. Please allow me a moment to go through previous conversation

END CHAT

Is there anything else I can help with?

Apart from this, anything else for today?

Should you need anything else, feel free to reach back out.

It was my pleasure assisting you. Message us should you need anything further.

Thank you so much for contacting Amazon.
Have a lovely time ahead!
Bye take care.


Thank you so much for contacting Amazon.
I'm closing this chat now, if you have any further issues. you can contact us anytime.
We are always here to help you.
Bye take care.

APOLOGY

I can personally relate to you because I know how important it is to receive your parcel on the date promised especially if the item is very important and is intended for a purpose.

It is certainly not our intention for our customer to have anything but a pleasant experience at Amazon.co.uk.

I can understand your concern here, believe me I would have reacted in the same manner as you did.

Thank you for your understanding in this case.

TRANSFER NOTES-

I can see that the order is from the different department.

Please help me with your contact number.

I will arrange a call back for you from concern team and you are welcome to discuss the issue.

There is no need to worry,I'm transferring this chat to the relevant team and they will help you.

I will forward this contact to the relevant team and they will get back to you via email within 24 hours with all the details.

I am right away arranging a callback for you , May I know your contact number please?

I am right away transferring to the concerned team and they will assist you further.

CUSTOMER IS NOT ABLE TO ADD ITEM IN BASKET
If customer says that he is not getting the option to add to basket. Which I do. Then when I go to basket it only has an option to continue shopping.

Solution -- In your phone setting click on Apps then go to amazon app and clear cache and cookies from there

RETAIL WMS:

Let me take this ownership for you.

I will contact the carrier, will mention them that you need the item urgently.

And request them to make this delivery at the earliest.

I would really appreciate if you could allow the carrier little longer.

If you wish you can provide safe place or neighbors door number. I can update the carrier to leave the parcel there if in case no one in.


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REFUND

Would you like refund in Gift card or original Payment method?

I have created a refund in Original Payment method and it will be in your bank within 5-7 business days.

I have created a refund in Gift card and it will be credited in your Amazon account within 24 hours.

You can check it from your new bank statement.

Would that be fine?

DNR:

Tracking updated as delivered on

Did you check it with your neighbours and safe place?

No worries,I can issue the replacement or refund as per your convenient.

May I know your best choice please?

No worries, let us investigate it with the carrier.

I would really appreciate if you could allow us 24 hours for this investigation.

I would really appreciate if you could until

If in case you will not get the item within this time,please let us know.

We will help you further.

FBA

I am sorry but as your order was sold by seller and is listed as ‘Fulfilled by Amazon’.

These items are owned by third-party Sellers who store their stock in our Amazon Fulfilment Centres, and allow Amazon to deliver their products to you. As Amazon don't own this stock, a replacement isn't possible in this situation.

Hence in this case I can create a refund right away.

I have checked and can see that the item is from the third party marketplace seller and fulfilled by the amazon.

Hence we do not able to replace the item.

The best I can create a prepaid returns label to return the item for full refund.

The best I can issue the refund for you.

And if you wish you can place a new order.

MARKETPLACE SELLER:

I have checked and can see that the item is from the third party marketplace seller.

In this case I can contact the seller and will

The best I can suggest you to file the claim against the seller for the reimbursement of this order.

If you wish I can process this on your behalf.

Shall I?


When you purchase from a seller and make your payment via the Amazon.co.uk website, the condition of the item you buy and its timely delivery are guaranteed under the Amazon A-to-z Guarantee.

I have filed the claim and the refund has been issued of

Seller contact:

I'm sorry to hear about you have not received the order yet.

I can see that the item is from the third party marketplace seller.

In this case I can contact the seller and will request them to look into this and make this delivery asap.

The seller will get back to you via email within 2 business days.

If in case you will not get the reply from the seller.

Or the reply will not satisfactory.

Please let us know. , we will help you to file the claim against the seller for the reimbursement of this order.


When you purchase from a seller and make your payment via the Amazon.co.uk website.

the condition of the item you buy and its timely delivery are guaranteed under the Amazon A-to-z Guarantee.


I have filed the claim against the seller for the reimbursement of this order.

Guarantee claims generally take from 1-2 weeks to be investigated.

However please make sure this is the maximum time we would ask you to wait.

As soon as the issue will be investigated from the seller.


The a-z claim team will get back to you via email with the reimbursement details.

I would appreciate if you could allow sometime to the team to look into this.

It will take 5-7 business days to reflect in your account.

You can check it from your new bank statement.

INCONVENIENCE:

I can understand this must caused you an inconvenience.

To sum up with this, I would love to extend your prime membership by 30 days.

Would really appreciate if you could accept this as an apology.

To sum up with this, I would love to offer you a Gift card of GBP 5.

To sum up with this, I would love to offer you a promotional credit of GBP 5.

You can use this for your next purchase.

Please make sure the item should be sold and dispatched by the amazon.

As promised, I have extended the prime membership on your account by 30 days.

You can check it from your account.

COMPLAINTS:

I can understand this and would like to apologize for this situation.

I'm taking this feedback and we will surely work on this so that our valued customers like you will not face such issues.

We do not able to assigned a certain carriers, its totally depend upon the availability of the carriers at the time of dispatch.

I have raised an escalation against the carrier and file a complaint against the same.

I have noted down all your concerns and put them on priority for the investigation and requested the transportation team to interview the carrier .

I can realize 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.

I really appreciate your understanding and patience with this.

Usually the internal teams do not contact the customers.

I will be sending a coaching feedback to the last associate you spoke with.


Sorry for the trouble.

We will be escalating the matter and this will be taken as a valued feedback from your end.

I do agree with you, however in amazon we have teams to definitely curb this

I've done everything to ensure you receive your order.

Truly sorry for the hassle you had to face regarding this order.

Certainly that was not intentional.