Notes

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1)
Therese
61452448247
[email protected]

A: cx called and said that she purchased the MS Office 2021
B: cx said that she cannot get Outlook
S:
S:
-offered to transfer cx to Office TS
-cx agreed
-no further queries
-call transferred

FCR: Y
Misroute: Y
Reason for Misroute: Dialed MSCC
IVR Option Selected: Sales
Customer Type: Passive
Customer's Mood After Resolution: Neutral

Error Message: cannot synchronize
DIA steps taken by customer: none
Advocate Trouble Shooting: basic TS
Transferred: Y


Hi Therese,Thanks for contacting Microsoft Store Support about your Office Home and Business 2021. We created a case 7012531275 in response to your concern. I’m glad we were able to help you get connected to Commercial Department for assistance with the charges.Since we found the concern is outside our area of expertise, we'll be closing this case from Store Support. But if you need further help, don’t hesitate to call at 1-800-267-785 for Store specific concern, then follow the prompt for any other department/support you need.You can also find us online!Microsoft Store: Online Market Place (microsoft.com/store)AMC: Manage your account (account.microsoft.com)SMC: Self-Help Options (support.microsoft.com)Your feedback is important to us. After this interaction, you will receive a separate closure email with an opportunity to tell us about your experience, specifically related to receiving the information on who to contact to get your issue solved.
Thanks Again,SherylMicrosoft Store Support

Technical Issue - Office Home and Business 2021 | 4 |
7012531275
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2)
Richard
61427684173

A: cx called and said that he returned an item
B: cx also purchased the purchased a new Keyboard but the shipping address was incorrect
S:
-offered to check for cx
-cx agreed
-fortified MSA
-saw that the address provided
-adv cx that we can still cancel the order and then reprocess
-cx agreed
-walked cx through his MSA to change his shipping address
-successfully cancelled his original order
-successfully completed the purchase
-no further queries
-EOC


SR: 7012532136
KB Article: 3083551 AND 2988925
Title Exception: 3.2 Standard return guideline: Microsoft Store terms of sale | 1. Return for refund – within policy (within 30days)
Purchase Date: Jan 26, 2023
Refund Date: Jan 26, 2023
Total Refund Amount: 199.95 AUD

FCR: Y
Reason for Misroute: Dialed MSCC
IVR Option Selected: Sales
Customer Type: Passive
Customer's Mood After Resolution: Neutral

Hi Richard,Thanks for contacting Microsoft Store Support about your Surface Pro Type Keyboard for Business that has the incorrect address. We created a case 7012532136 in response to your concern.I successfully requested for the cancellation of your order with the incorrect address. I also successfully completed the purchase of your new Surface Pro Type Cover for Business - Black with the correct shipping address. I will now close the case as resolved. It was my absolute pleasure assisting you today. Your feedback is important to us. After this interaction, you will receive a separate closure email with an opportunity to tell us about your experience.
Thanks Again,SherylMicrosoft Store Support


Surface Pro Type Cover for Business - Black 199.95 AUD
Order Number e2a766d7-80e2-4450-ab1c-0a9fe46d6b3a


Incorrect Shipping Address | 4 |
7012532136
----------------------------------------------------
3)
Muriah
61475754202
[email protected]
7845732301
Harry Potter

A: cx called and said that she pre-ordered the Hogwarts Legacy last October 2022
B: cx said that it was cancelled but it was not refunded
S:
-probed for the status of her order
-cx said that it was cancelled
-educ cx that for pre orders, MS will pre-authorized their PI and then will return the amount, MS will only charge the item permanently at the time of launch
-cx said that her bank still charged her
-fortified MSA
-saw that the status is cancelled, authorization failed
-explained to cx
-referred cx to her bank to request the refund from her bank
-cx understood
-no further queries
-EOC

FCR: Y
Reason for Misroute: Dialed MSCC
IVR Option Selected: Sales
Customer Type: Passive
Customer's Mood After Resolution: Neutral


Hi Muriah,Thanks for contacting Microsoft Store Support about your cancelled Hogwarts Legacy game that your purchased last October 2022. We created a case 7012533739 in response to your concern.I checked your Microsoft Account and saw that the status of your order is cancelled due to your bank not authorizing the charge. Please contact your bank to request for the refund. You can also reply to this email if you have any questions, or if the bank has refunded the amount already. Looking forward to your response.Once I received your response, I will close the case as resolved. It was my pleasure assisting you today.Your feedback is important to us. After this interaction, you will receive a separate closure email with an opportunity to tell us about your experience.Thanks Again,
Thanks Again,SherylMicrosoft Store Support


Refund Request | 4 |
7012533739
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