Notes

Opening-

Issue mentioned-

Hello, my name is Rajesh. I will be glad to help you.

Issue not mentioned-

Hello, my name is Rajesh. How may I help you?

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

Issue not mentioned-

Hello, my name is Rajesh. How may I help you?

Hello, my name is Rajesh. I will certainly try to help you in best possible manner.


May I place the chat on hold for two minutes. While I check the the status of your order.

Thank you for being hold. Thank your for your valuable time.

I am happy, I was able to help you. I hope you like the assistance provided.

Thanks for your kind understanding. I really appreciate it.
Second Sorry--
Once again, I'm sorry for the inconvenience you've had here.
Further Assistance-
Should you have any further queries, please feel free to respond to this email and
we'll be glad to assist.
Apology to customer-
I apologize for the inconvenience this has caused you and we will definitely do our best to solve the issue at the earliest.
Request team to investigate

I have requested the relevant teams to investigate the issue and get back to me with an update.

I will follow up with you within 24-48 hours via email with an update.
Empathy statement-
I completely understand your frustration in this particular situation and
we have worked diligently to ensure this problem was not caused by
Paraphrase customer want to know the status of order-
I understand that you would like to know the status of your order [ORDER ID] for [ITEM NAME]. Let me help you with the updated information about this order.

Track Your order-

You can track your package anytime from the Your Orders page on the website -
https://www.amazon.in/gp/your-account/order-history/ref=cs_em_oh

Track Amazon Gift Card balance-

The refund will be added to your Amazon Gift Card balance within 2 hours. To access your gift card balance, visit:

https://www.amazon.in/gp/css/gc/payment/view-gc-balance?ref=cs_em_gc]

Track refund status CC/DC/ Net Banking-

You can see your refund request and status here -

https://www.amazon.in/gp/your-account/order-history/ref=cs_em_oh ;

You'll also receive notifications from us with refund reference number once the refund is successfully transferred.

Elaborate-



Could you please elaborate your query so that I'll be able to help you in a better way?



Paraphrasing-



I understand that you have not received your order. I will surely help you in the best possible manner.



I’m sorry to know that the order is late. I will surely help you in the best possible manner.



Probing-



Could you help me with the name of the product you are referring to?



May you help me with the link to the product detail page?



Hold-



Please allow me two minutes while I check with my available resources.



Un hold-



Thank you for waiting patiently.



Findings-



I have checked with my available resources and found that the ……….



Resolution- For the quickest resolution,



Further assistance- Is there anything else I can assist you with?



Closing-



Thank you for contacting Amazon. We hope to see you again.

To close this chat window please click on “ end chat” link.





Idle-



Idle 1- I don't mean to rush you, but we've been idle for 1 minute. I want to make sure our chat's still connected. If you aren't able to respond in 1 minute, this chat will close.


Idle 2- Since we've been idle for 2 minutes, I'll need to disconnect this chat. We hope to see you again soon!



Security-



I will surely help you with this but, before proceeding further could you please provide me your registered email ID, your full name and the complete billing address with name of your city, state and the pin code associated with your account ?



If customer is not willing to provide the details



I am sorry, I do not want to bother you by asking the details. However, this is just to verify that I am contacting and providing order related details to the account holder only and not to anyone else.

Opening-


Issue mentioned-
Hello, my name is Rajesh. I'll be happy to help you.
Hello, my name is Rajesh. I will be glad to help you

Issue not mentioned-

Hello, my name is Rajesh. How may I help you?
Hello, my name is Rajesh. I will certainly try to help you in best possible manner.

Hold-->

May I place the chat on hold for two minutes. While I check the the status of your order.

Thanks and help-->
Thank you for being hold. Thank your for your valuable time.

I am happy, I was able to help you. I hope you like the assistance provided.

Thanks for your kind understanding. I really appreciate it.

Should you have any further queries, please feel free to respond to this email and we'll be glad to assist.

Apology-->

I apologize for the inconvenience this has caused you and we will definitely do our best to solve the issue at the earliest.

Once again, I'm sorry for the inconvenience you've had here.
Thank you for your patience and cooperation.

I have requested the relevant teams to investigate the issue and get back to me with an update.
Cashback will be credited 72 hours after the shipment was initiated. If it has not been 72 hours yet, ask the customer to wait.

I will follow up with you within 24-48 hours via email with an update.
I completely understand your frustration in this particular situation and
we have worked diligently to ensure this problem was not caused by

Elaborate-

Could you please elaborate your query so that I'll be able to help you in a better way?

Paraphrasing-

I understand that you have not received your order. I will surely help you in the best possible manner.

Order Late-->

I’m sorry to know that the order is late. I will surely help you in the best possible manner.


Probing-->

Could you help me with the name of the product you are referring to?

May you help me with the link to the product detail page?

Hold-->

Please allow me two minutes while I check with my available resources.

Un hold-->

Thank you for waiting patiently.

Findings-

I have checked with my available resources and found that the ……….


Resolution- For the quickest resolution,


Further assistance- Is there anything else I can assist you with?


Closing-

Thank you for contacting Amazon. We hope to see you again soon.

To close this window, please click the "end chat" link.

Idle-->

Idle 1- I don't mean to rush you, but we've been idle for 1 minute. I want to make sure our chat's still connected. If you aren't able to respond in 1 minute, this chat will close.

Idle 2- Since we've been idle for 2 minutes, I'll need to disconnect this chat. We hope to see you again soon!

Security->

I will surely help you with this but, before proceeding further could you please provide me your registered email ID, your full name and the complete billing address with name of your city, state and the pin code associated with your account ?

Customer not providing the details-->

If customer is not willing to provide the details

I am sorry, I do not want to bother you by asking the details. However, this is just to verify that I am contacting and providing order related details to the account holder only and not to anyone else.



Shipping-->

Your order has entered the shipping process and is currently being packed for delivery.

I understand that the order is important to you as you’ve selected the expedited shipping option.

I’ve contacted the courier and requested them to deliver the package to you as soon as possible.

Refund->

I’m sorry to know the refund is not reflecting in your account. I’m sorry to know the refund is not reflecting in your account and you had to contact us again.

I’m positive that the refund will be credited to your account by that time.

Thanks for your cooperation and I will provide an update soon.

You can expect the refund to be credited to your bank account by 3-5 business. Business days exclude Sat, Sun and bank holiday You will receive a separate notification when the refund is complete.

How to create a account-->
1. Go to the Amazon Shopping app.

2. Tap "Create an account."

3. On the next page, enter your name, mobile phone number, and password.

4. Follow the on-screen instructions to verify your mobile phone number.

I hope this helps


For more guidance on how to add a bank account, please visit the help link below:
https://www.amazon.in/gp/help/customer/display.html?nodeId=201856090

ou can track your package by clicking on the link below:

https://www.amazon.in/gp/your-account/order-history/ref=cs_em_oh]

You can also give a missed call to 1800-3000-1001 from your verified mobile number to track your order status using the Amazon Missed Call Service.

I’m sorry to know about the delay in delivery of your order .

I see that your package was expected to be delivered on . However, looks like it has been delayed due to [REASON). I’ve contacted the courier team to investigate this. Please allow us [DAYS UNTIL FRD] for your package to be delivered.

I see that your package was expected to be delivered on [EDD]. I’ve contacted the courier team, [COURIER’S NAME], to investigate this. Please give us time until [FRD] for your package to be delivered.]

I see that your package was expected to be delivered on [EDD]. However, it looks like it has been delayed due to [REASON].

We have information from our courier, [COURIER’S NAME] that your order will be delivered by [INSERT NEW EDD]. Please allow us time until [NEW EDD DISPLAYED IN CSC ORDER LEVEL] for your package to be delivered.


I’m following up on your order. In the rare scenario that the order doesn't arrive by [FRD/NEW EDD DISPLAYED IN CSC ORDER LEVEL], we’ll be happy to help you with either a refund or a replacement (depending on the availability of the product with the same seller).

In the rare scenario that the order doesn't arrive by [FRD/NEW EDD DISPLAYED IN CSC ORDER LEVEL], please place a new order