Notes

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[email protected]
1 (800) 925-6278 customer service
Excellent! - Perfect! - Certainly! - Awesome! - Great!
GREETING
Hello $contacts.name.first!, I am happy to assist you today, how can I help you?
Hello $contacts.name.first!, I have read that your
Thank you for letting me know $contacts.name.first!, can you give a moment please, I will check your order on my system.
Thank you for your patience. I am researching your inquiry
I am very sorry to read that your . Rest assured that I will do everything in my hands to find a resolution to this matter.
COMMON EMPATHY
I'm sorry you had such a bad experience.
I do understand your point and I'm sorry you had such a bad experience.
We apologize for the situation you experienced with your order.
We promise that we will always work to improve and we will make sure this does not happen in your future orders.
I'm sorry for the frustration this has caused.
I definitely understand that this is frustrating and I will do everything I can to take care of this for you today.
I’m glad to review the status of your order. I apologize for any inconvenience.
Thank you for holding, I appreciate your patience.
I understand the gravity of the situation. I am sure by the end of this session we will be able to resolve the issue for you.
I really appreciate your time and patience. It is my assurance to you that your concern will be resolved at the quickest.
I understand it has not been a very pleasant experience for you however I would request you to please offer another chance so that we
can assist you.
v However give me a chance to do my best to resolve the issue.
Great! I can assist you with that. You contacted the right place. I can review that for you.
That is really frustrating. I can understand how you feel.
That’s terrible! I understand how frustrated you are. I would feel that way too.
I understand how frustrating it is when things do not work accordingly.
Don’t worry as we are here to help. Let me diagnose the issue first in order to resolve it.
I can promise we will continue to improve our service,
I understand your frustration, and I sincerely apologize for any inconvenience we have caused you.
It’s incredibly frustrating when that happens and I completely understand why you are annoyed
Offering Compensation
In an effort to compensate this inconvenience I'm willing to offer a % discount on your order.
In an effort to rectify this issue. I'm willing to offer a % discount on your order.
In an effort to rectify this issue, I can issue your full refund; item is currently out of stock, so I am unable to replace it.
I'm willing to offer a 10% discount on your order, if you'd like to keep it as received.
No resolution
I acknowledge this is not the resolution you wanted to hear, I always strive to create a positive customer experience by giving the best resolution.
As much as I'd love to help, it's out of my hands.
I don’t like to see our customers upset and inconvenienced. I always strive to create a positive customer experience.
I understand that I was unhelpful in solving your issue at all. Your satisfaction is something that I take very seriously. Please accept my sincere
apology for the difficulties we have caused you. I'd like to do something else for you but it's out of my hands.
Acknowledgement/Empathy
1
$contacts.name.first, I am really sorry to hear that (STATE YOUR CUSTOMER’S ISSUE) .
Honestly, I would also feel upset if that happened to me.
I’ll do my best to find a solution and make your day better.
2
$contacts.name.first, I do apologize because I know that dealing with this can be frustrating.
I would also be upset if I had to go through this.
The great thing is that I’ll take good care of you and check your options.
3
$contacts.name.first, thank you for reporting this.
I’d be frustrated too if this happened to me, but don’t worry because I got your back.
I’m definitely going to take care of this right away.
4
ACCOUNT VERIFICATION
Could you please provide me the email that you used to create your account?
For security purposes can you please provide your full billing address?
In order to access to your account, could you please provide me your full billing address, including your zip code?
I am really sorry to inform you that the address is not matching with my records, could you please be so kind to confirm your billing
address.
Could you please provide me with your order number and For security purposes can you please provide your full billing address?
How can they verify it?
Please go to My Account, then in the left side of your screen you will see the credit card option, click on it and then click on edit and you
will be able to see your payment and billing information.
Could you please check your email confirmation at the bottom of the page you will be able to see the billing address used in this order?
ON HOLD
Would you mind holding on for a few minutes while I am checking this information for you?
May I put you on hold while I am checking your order?
Can you hold on for a moment while I research this information?
I am sorry for the delay on my part. I am pulling up your account details. Please allow me another moment, I’ll be back with you right away.
CCHECK
$contacts.name.first I want to make sure that you received all the information before closing this chat due to inactivity, are you still
with me?
$contacts.name.first I’m verifying if you are still with me?
$contacts.name.first I really want to help you with this. I just want to make sure that you are still with me?
I’m still working on your order for the moment.
I do not want to rush you, but due to inactivity I’m required to ask, are you still with me, $contacts.name.first ?
CHELP
Perfect! I am glad that I was able to resolve the issue you were having. Thank you for your preference and loyalty. Is there
anything else I can do for you?
Are there any other questions I can help you with today?
What can I do to make your experience with us better?
Is there anything else, big or small, that I can help you with today?
You’re very welcome $contacts.name.first, I just want to make we covered everything you needed.
Is there anything else I can help you with today?
Please let me know, is there is anything else I can do for you today?
UPSET CUSTOMER:
I can promise we will continue to improve our service, for the moment this is the best option I got for you.
Is there anything else I can help you out with?
SITE ISSUE
CONFIRMED ISSUE
At this time, we are making some changes to our site, so you may experience some issues due to this.
We’re always working hard to give you the best online experience possible, but I am really sad to inform you that we are having
problems with our site at this time.
Please be assured that we are working as quickly as possible to get our site up and running smoothly again.
My recommendation is to place the order within 24 hours.
If you still are unable to place the order, please call us at 1-800-966-6546, a phone agent will be more than happy to place the order
for you, they will be your best option if this happens, since they have access to payment information that a chat agent is unable
to.This is to guarantee the best experience and safety for our customers
NO KNOWN ISSUE
1. I was verifying with my system and currently we are unaware of any technical problems that might affect the availability of
our website.
OR
2. I have checked the item information, the webpage, and so far there aren’t any technical problems that might affect the
availability of our website.
Sometimes it happens because the browser that you are using doesn't recognize the latest updates of the site.
What I would recommend you is to try with a different browser or clear cookies and cache then try again.
To delete cookies in most browsers, go to Tools > options > delete cookies/browsing history/temporary files.
Please let me know if that works.
`Closing
It’s has been a pleasure to help you and resolve this issue/ situation. Let me inform you that you may receive a brief
survey to your email address about the service you got from me and from your Walmart.com experience. I will appreciate
your feedback.
I hope I have taken care of you in the best way possible. We would appreciate if you can complete a short survey at the end
of this chat session about my service. We always appreciate customers who take the time to give us their feedback,
because that is the key to provide a good customer service and thanks for contacting Walmart.com.
Have a great night. It’s been a real pleasure chatting with you. I’ll be disconnecting from the chat now. You may receive a brief email
survey and I would appreciate your feedback to continue improving my services. And thank you for contact Walmart.com.
If you can help me to complete this survey I’ll really appreciate it.
I hope I have assisted you the best way possible. Before I let you go, let me inform that you will receive a brief email survey at
the end of our conversation to check on how I assisted you and another about your last interaction with Walmart.com and I
will appreciate if you can complete the brief survey about my service today, because that is the key to provide a good service
in every contact.
You are welcome; if you can take some minutes today to complete the survey, will be highly appreciated. it's been a real
pleasure chatting with you. I am going to close this chat for now. If you need any help in the future, please, do not hesitate to
contact us again. Have a great day and thanks for contacting Walmart.com.
Resolve the issues
I am happy to know that I’ve resolved your questions/concerns/problem to ensure we are always striving for excellence I will
appreciate if you can complete a brief email survey about my service today. Have a nice day.
Not able to resolve the issue
Before I let you go, let me inform that you may receive a survey to score the service you got from me and your recent
Walmart.com experience. We will appreciate your feedback.
I am really sorry that we were not able to get a resolution for your issue today. To ensure we continue improving we would
like you to complete a brief email survey after this chat about our interaction and your recent Walmart.com experience.
CTY
I hope I have assisted you the best way possible. Before I let you go, let me inform that you will receive a brief email survey at
the end of our conversation to check on how I assisted you and another about your last interaction with Walmart.com and I
will appreciate if you can complete the brief survey about my service today. Do you feel fine with this or may I help you with
something else?
You are welcome; it’s been a real pleasure chatting with you. I am going to close this chat for now. If you need any
help in the future, please, do not hesitate to contact us again. Have a great day and thanks for contacting
Walmart.com.
No answer from the customer
I hope I have assisted you the best way possible. You might receive a brief email survey at the end of our conversation to check on how I
assisted you and another about your last interaction with Walmart.com and I will appreciate your feedback. Unfortunately, I did not receive
another response from you. Therefore, due to inactivity I am going to close the chat, but if you still need further assistance, please do not
hesitate to contact us back and we’ will be more than glad to assist you.
Closing chat abandon
Ma’am
Option 1
Unfortunately, I didn’t receive another response from you. Therefore, due to inactivity I’m going to close the chat, but if you still need further
assistance, please don’t hesitate to contact us back and we’ll be more than glad to assist you.
Option 2
Unfortunately, I didn’t receive another response from you and I have waited for several minutes to provide you the customer service that you
deserve. Therefore, due to inactivity I’m going to close the chat because the system can close it automatically if there is no response, but if you
still need further assistance, please don’t hesitate to contact us back and we’ll be more than glad to assist you to resolve any issue in a timely
manner.
Ready for Pick Up
Thank you for your patience I have checked and your items from order number [***INSERT ORDER NUMBER***] are
ready for you to pick up at the store you selected, which is listed in your order confirmation email. Please visit the Site to
Store pickup area (usually located at the back of the store) between 10:00 a.m. and 10:00 p.m. You will need your order
number and a valid photo ID that matches the name of the pickup person on your order.
Agreement
Refund (Electronic Agreement)
$contacts.name.first, thank you for waiting.
I’m happy to tell you that I was able process the refund in my system.
I just need you to help me complete it.
All I need is for you to electronically sign an agreement.

By signing this agreement, you are simply promising that you will return the item you received.
It is a very simple process. You just need to click on the link you see in the email you’ll receive in a couple of minutes.
You have 7 days to sign the agreement and 30 days to return the item to avoid a recharge.
The refund will be issued once you sign the agreement and it’ll be posted within 5 business days.
Please remember to return the ***** by mail using the return label that we’ll provide in this link:
http://www.walmart.com/returns/returns_how.gsp
You can also sign the agreement here: https://www.walmart.com/cservice/ph_detail.gsp?order_id=
Refund Done
Thank you so much for your time and patience today I already process this refund and you will receive an email confirmation with this
information, the refund process can take 5 business days however if you need to speed up this process I kindly suggest you to contact to your
financial institution and they will help you to speed up this process.
Replacement Done
Thank you so much for your time and patience today I really want to apologize for this issue with your order however in order to do
my best I already process this replacement for your order and you will receive an email notification with your new order number.
Replacement (Electronic Agreement)
$contacts.name.first, thank you for waiting.
I’m happy to tell you that I was able to start the replacement process for your item.
I just need you to help me complete it.
All I need is for you to electronically sign an agreement.
By signing this agreement, you are simply promising that you will return the item you received.
It is a very simple process. You just need to click on the link you see in the email you’ll receive in a couple of minutes.
You have 7 days to sign the agreement and 30 days to return the item to avoid a recharge.
Please remember to return the ***** by mail using the return label that we’ll provide in this link:
http://www.walmart.com/returns/returns_how.gsp
You can also sign the agreement here: https://www.walmart.com/cservice/ph_detail.gsp?order_id=
Lost in Transit
Thank you for your patience. I really appreciate it. I've researched the tracking information of your package and have determined that it
was lost during shipment. I apologize for the inconvenience and in order to do my best with you. I do have a couple of options for you
today. I can process a refund or I can create a replacement order for you. Which would you prefer?
Option 2
Thank you for waiting please let me inform you that I have tracked your order and unfortunately, I don't see any movement on the
package. Sometimes this means that the package has been lost, but other times it means that the package is still on its way but simply
hasn't been scanned at its last location.
So in order to rectify this issue, I can process a refund or a replacement for your item. Which one would you prefer?
I apologize for the inconvenience with your order. I have tracked it $contacts.name.first and, your
order is still in transit. I regret that it did not arrive on the date you were originally informed.
It is due to volume, we're experiencing temporary delays in shipping some packages. Could you
please allow us 24 hours more for orders to arrive?
Photo
Thank you for bringing this matter to our attention and I sincerely apologize for all the inconvenience with your order.
According to my records the order was sent to be printed at the store and should be ready to pick up. In this case I kindly suggest you
to contact directly to the store at [PHONE NUMBER] for further information about your order, but if the store cannot find your order you
can ask them to reprint your photos.
However if our store is unable to assist you please contact us back in order to process your full refund, because due system limitations
we cannot replace the photo orders, but I will give you some steps to clone your photo order: