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Opening Phrases

Hello, my name is Sutapa. I'll be glad to help you today.

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

To be able to pull up your account may I know your name, e-mail address and the billing address.

May I know the name on your account, your e-mail address and the billing address so that I can pull up the account for you?

I'm sorry we were disconnected. I can pick up where we left off.

I'm good as well. Thank you.

How are you doing today?

Let me look into this for you.

I understand your concern in this regard.

I really appreciate your understanding and patience in this issue and would ensure that it won't happen in future.

I checked on your order and see that your order is scheduled to be delivered by

Please don't worry about it.

Hello, my name is Sutapa. I'm sorry your previous chat disconnected. I will try and pick up where you left off.

I don't mean to rush you, but I hope the chat is still connected.
 
Please let me know your phone number, I'll connect a call for you.

I’ve connected a call for you. When your phone rings, please answer it. Please close the chat once the call is connected.

Usually in such cases, I would send out a replacement, but I see that the this item is being sold by a seller and shipped by Amazon. The seller's inventory keeps changing, we're unable to send out a replacement for the item.

I'll request a refund on the order and help you with a return label to return the item.

If you would like, please place a new order with the fastest shipping method available and I'll waive off the shipping charges on the order.

Please make sure the order is being sold or fulfilled by Amazon.com for us to upgrade the shipping method on the order.
 
Please place a new order normally, selecting the fastest shipping method available. Once your order is placed, please let me know, I'll waive off the shipping charges manually.
 
I'll be sending a confirmation email soon.

Research Time (Top)

May I have the order number ?

May I place you on hold for 2 minutes while I look in to this?

Could you help me with the dates on which these amounts were charged?

I can assure you that I'm here to help and will do my best to resolve this.

May I place you on hold for 2 minutes while I research this?

Thank you very much for waiting.

Thanks for your patience while I look into this.

Could you please elaborate the query so that I can assist you accordingly in the best possible way?

I’m sorry this is taking longer than expected, could you please be on hold for another 2 minutes?

I'm sorry about the delay; please give me another minute.

Please go ahead and check your order details by visiting the following link: https://www.amazon.com/gp/css/summary/edit.html?orderID=

I’m sorry you haven’t received your order, even though the delivery date has passed.

I'll e-mail you the link to print a pre-paid mailing label to return the item to us.

Closing Phrases(Top)

I hope we are still connected?

Is there anything else I can help you with today?

You’re welcome. Is there anything else I can assist you with today?

No problem, I’m glad I was able to help.

I'll send a transcript of our chat session to the e-mail address on your account.

You're welcome.

Thank you for contacting Amazon. We hope to see you again. Have a great day.

It was a pleasure to assist you with this. Thank you for contacting Amazon.com. We hope to see you again.

My apologies again for this situation; I sincerely hope you give us another chance to prove the quality of our service.

We aim to make your shopping experience a pleasant one.

I would like to express my gratitude for the patience you've displayed so far.

Please click "End Chat" to close this window.

I don't mean to rush you, however the chat has been idle for a few minutes, and I'm wondering if we're still connected.

Since we've been idle for several minutes, I'll need to disconnect this chat. I'm sorry about that. I'll be sending you an e-mail following up on our conversation. If you need further assistance, please let us know. Have a great day!

A member of our Specialist team will need to speak to you to help resolve this issue. Would you like me to connect a call for you?

May I have your phone number ?

You can go ahead and end the chat once the call is connected. Thank you for contacting Amazon. We hope to see you again. Have a great day.

Transfers(Top)

A member of our Kindle specialist team will be the perfect person to help you with this. Let me connect you to a member of our specialist team. It will only take a moment.

A member of our MP3 team will be the perfect person to help you with this. Let me connect you to a member of our MP3 team. It will only take a moment.

A member of our Instant Video team will be the perfect person to help you with this. Let me connect you to a member of our Instant Video team. It will only take a moment.

A member of our Wish list team will be the perfect person to help you with this. Let me connect you to a member of our Wish list team. It will only take a moment.

A member of our jewelry and watches team will be the perfect person to help you with this. Let me connect you to a member of our jewelry and watches team. It will only take a moment.

A member of our App Store team will be the perfect person to help you with this. Let me connect you to a member of our App Store team. It will only take a moment.

Allow me a moment to transfer this chat to my Supervisor.

A member of our Rental specialist team will be the right person to assist you. Would you prefer an e-mail from them or would you prefer a call?

I’ve connected a call for you; please close the chat once you have received the call.

I’ll forward your issue to them right away. They will get back to you in [1-2 / 2 -3] business days.

A member of our [team] will be the right person to assist you. However they do not have a chat or phone support.

I’ll forward your query to the right away and they will get back to you with a resolution on this in 2 – 3 business days. If you prefer to speak to them over the phone, please call us during business hours and we’ll connect a call for you to the concerned department.

If you prefer you can also contact them at [phone number], [add business hours]. They will be glad to assist you with this.

A.Preship(Top)

I see that the order has been successfully placed and the estimated delivery date is

You will receive an e-mail with the tracking id and order details once the order has been shipped.

I’ll personally follow-up with this and will e-mail you the tracking details of the order once it has been shipped and in case the details have not been sent.

Please do not be concerned, your order is on time.

You can always check the status of your order in Your Account. Here's a direct link to the order details:

https://www.amazon.com/gp/css/summary/edit.html?orderID=

I see that the order has been placed using the shipping method Free Super Saver, we fulfill your order in a more cost-efficient way which allows us to pass on the savings to you in the form of free shipping.

It may take some extra time for the order to be shipped however the order will be delivered by the estimated delivery date assigned to the order.

As a onetime exception I’ve upgraded the shipping speed, I’ll e-mail you the details of this shortly after the chat.

The new estimated delivery date for the order is now

Apology Feedback(Top)

I appreciate your patience in this matter.

I'm sorry for the inconvenience you've experienced in this case.

I appreciate your understanding in this case.

I'm sorry about the incorrect information you've received.

I am very sorry that we were not able to meet your expectations this time around. I hope that you will allow us another opportunity to serve you in the future.

We do our best to ensure that all of our customers' orders go as smoothly as possible and I am sorry this was not the case this time.

We certainly did not expect this to happen.

Thank you for letting us know.

Feedback

Thank you for your comments and feedback. I really appreciate receiving such kind compliments.

We'll continue working hard to ensure that you receive accurate service, and to minimize the chances of anything like this occurring again.

Thank you for your feedback. I'll pass it along for sure.

I'll send your feedback to the appropriate department for further consideration.

I am really glad to know that we were able to provide you with better customer experience to be able to be appreciated for it.

Thank you for that suggestion. I'll pass it on to the right people in our company.

I’ll take this as a suggestion and will pass it on to the concerned department for further improvements. We value your feedback.

Auth/Cancel –(Top)

Let me try to cancel the [order/item] for you.

I’ve successfully canceled the [order/item] for you. You haven’t been charged anything for this, there may still be an authorization visible on your account which will be dropped by your bank in 2-3 business days depending upon your bank policy.

Since the order has been canceled it will no longer appear on your account.

You may also call up your bank on the number listed on the back of the card and request them to drop the authorization.

I’ve tried to cancel the order, however unfortunately the order has entered the shipping process and cannot be canceled as of now.

What I will do is I’ll follow up with this and will contact the carrier for you, if you prefer and ask them to return the package back to us without making the final delivery. I’ll also e-mail you an update on this once I’ll contacted the carrier.

You may also refuse the package upon delivery; you will still receive a full refund.

If you prefer I’ll also e-mail the details of the carrier [once the order has been shipped, shortly after this chat]. You can contact them and use the tracking id as your reference and request them to return the package back to us. You will not be charged anything for this.

Once the package has been returned back to us, we’ll issue a full refund. I’ll also make a note of this on your account.

You can always check the return status of your order in Your Account. Here's a direct link to the order details: https://www.amazon.com/gp/css/summary/edit.html?orderID=

Auth not charged

I’ve reviewed your account and can confirm that the charge you are referring to is just an authorization. You have not been charged this amount; it will be dropped by your bank in 2-3 business days depending upon your bank policy.

When you place an order, we contact your bank for a purchase authorization to verify your [card / reward points / checking account], but don't actually charge you until the order ships. Some banks may hold funds in your account for these authorizations for 7-10 business days even if the order is canceled.

You can call your banks customer service team on the number listed on the backside of your card, they will be the right persons and will be able to assist you with this issue.

There are certain situations where we authorize your credit card for $1.00 to confirm your card has a valid number and hasn't been reported lost or stolen. If you have a seller account on our website, we also periodically authorize your card to ensure your account information is up-to-date.

We don't actually proceed with the $1.00 charge. The authorization should drop off of your credit card within 7-10 business days, depending on how long your bank holds authorizations.

Pay cc Multiple no

I can understand that you would like to use more than one payment method for the order; however the payment cannot be split between multiple cards.

One of the alternatives I suggest is to first purchase an Amazon.com gift card for the differential amount and then apply it to your account.

This way you will be able to use your payment method along with the payment method to complete the order.

You can use the below link to place an order and e-mail the gift card to your e-mail address. These orders are completed within few minutes. Here is a link to place an order for the gift card:

http://www.amazon.com/gp/gc/ref=topnav_giftcert

I’d also like you to know that we authorize your payment method for $1.00 when you place an order. Please ensure that you have enough balance on your card for the payment to go through.

You can find all of our gift card options on our gift card page (www.amazon.com/gc). You have the option to e-mail a gift card, print one at home, or send a gift card by mail on that page. If you're buying an e-mail gift card, you can also set a future delivery date, suggest an item to purchase with the gift card, or upload a custom image to send to your recipient.

Please visit our Help pages for instructions on how to purchase and use Amazon Gift Cards: http://www.amazon.com/help/giftcards

In case you would like to place an order using your reward points, you will be able to place an order for a physical gift card. The order will be delivered via One day shipping. You will then be able to redeem the claim code to your account and use it to complete the purchase.

Visa/Store –(Top)

Please confirm if you are referring to Amazon Visa Card or Amazon Store Card.

I see that you are referring to Amazon Visa card. [you can check this from the payments tab, it will be listed as Amazon Visa card]

Since the Amazon Visa card is issued by Chase Bank, you will need to contact their customer service team to assist you with this. Please contact them at Consumer Card Phone: 1-888-247-4080. You can also e-mail them at E-mail form: http://www.chase.com/amazon

They will be happy to assist you with this.

Store card

Please confirm if you are referring to Amazon Visa Card or Amazon Store Card.

I see that you are referring to Amazon Store Card. [payments tab will have the card listed as PLCC]

Since the Amazon Store card is issued by GE Capital Retail Bank you will need to contact their customer service team as they would be the right persons to assist you with this.

Please contact them at 1-866-634-8379 (24 hours a day, 7 days a week). They'll be happy to help you with this.

Pay with Points/GC

To pay using your rewards points be sure to choose the card that is linked to the rewards points and check the option of pay using your reward points.

In case you do not see an option to do this, at the checkout page you will see an option to change your payments methods under the Payment Method section, when you click on the link it will take you to a page where you will need to select the appropriate card and then check the box for the option to pay using your rewards points.

To pay using your gift card be sure to check the option of pay using your gift card while placing the order.

In case you do not see an option to do this, at the checkout page you will see an option to change your payments methods under the Payment Method section, when you click on the link it will take you to a page where you will need to select the appropriate payment method and then proceed to place an order.

Replacement Phrase(Top)

I’ll request for a replacement right away and will also upgrade the shipping to the quickest one possible.

I’ve reviewed your order and see that the tracking hasn’t been updated, it seems that the order is presumed lost.

Would you prefer a replacement or a refund?

I've placed a replacement order for you at no charge. Here are the details of the replacement order:

Order Number:

Shipping Speed:

Estimated Delivery Date:

Please go ahead and check your order details by visiting the following link: https://www.amazon.com/gp/css/summary/edit.html?orderID=

Hello,

I'm so sorry about the problem with your recent order. I've created a replacement for you at no additional charge. Here are the details:

Order Number: [ORDER ID]
Shipping Speed: [SHIP METHOD]
[Guaranteed/Estimated] Delivery Date: Between [DATE] and [DATE]

If you still need help, please do contact us again:
http://www.amazon.com/contact-us

We hope to see you again soon.

Prime Extension:

I'm sorry to hear your order didn't arrive by the gdd.This usually doesn't happen.

To help make up for the inconvenience, I've extended your Amazon Prime membership by one month. The membership will now end on instead

I've also issued a refund of $4.35 to your Credit Card for your shipping charges. Once processed, you'll be able to see the refund request here:

https://www.amazon.com/gp/css/summary/edit.html?orderID=[ORDER ID]

[IF SHIPMENT HASN'T ARRIVED YET, ADD:

In my experience, late packages arrive not long after the date listed. Please wait a little longer, until [DATE DISPLAYED IN CSC, OR EDD + 12/6/4/1 BUSINESS DAYS], before requesting a refund or replacement. Otherwise, you might have to return a package.

We hope to see you again soon.

Since it’s an international order you will be charged for the replacement and a refund would be issued for the original order to avoid any issues with the customs.

Sometimes the carrier may accidentally scan your package as delivered, I request you to wait till [date] for the package to arrive and in case you do not receive the order by [date] let us know and we’ll assist you further with a replacement or a refund.

I’m sorry to hear that you have not received the order even though the estimated delivery date has passed.

I see that the order has been assigned an official lost date of [date], I request you to please wait till this date and in case you still have not received the order please let us know and we’ll assist you with a replacement or a refund.

As a compensation for the inconvenience caused I’ll request for a refund of the shipping fee that was charged for the order.

I’ve created a replacement for the order and will e-mail you the details shortly after this chat.

Refund (Top)

I am sorry to hear that your order has not been delivered even though the expected delivery date has passed. I apologize for the inconvenience caused.

As a compensation for the inconvenience caused, I’ll request for a refund right away and will e-mail you the details shortly.

I'm sorry your order didn't arrive when you expected it. I completely understand your disappointment and frustration in this case.

Usually, under normal circumstances I would have gone ahead & sent a replacement with over night shipping but, I've checked your order and see it was placed with "Merchant", a seller on our website. Because "Merchant's" inventory is constantly changing, we can't replace items sold by them that are Fulfilled by Amazon.

Instead, I would help you with a refund. You're welcome to place a new order with us with one day shipping method. I would wave off the shipping costs for you to make up for the inconvenience caused.

Hello

I've requested a refund of $ to your credit card.

You'll see the refund on your credit card statement in the next 2-3 business days.

Once processed, you'll also be able to see the refund request here:

https://www.amazon.com/gp/css/summary/edit.html?orderID=

We hope to see you again soon.

I've created an authorized return label that may only be used for the return of this shipment. Follow the link below to print your mailing label:

https://www.amazon.com/gp/orc/rml/DJ8GDYRsRRMA

Follow the link below to print your mailing label:

https://www.amazon.com/gp/orc/rml/DJ8GDYRsRRMA

If you don't have a printer, you may want to ask a friend or family member to print this for you. Also, public libraries usually have computers and printers you can use--often free of charge. If you're unable to print the label, please write back to us to let us know:

http://www.amazon.com/gp/help/contact-us/returns-and-refunds.html

To make up for the inconvenience caused, we would wave off the shipping charges in the next order.

I am sorry to hear that you have received [wrong/damaged/expired/defective] item.

I'll e-mail you the link to print a pre-paid mailing label so that you could return the item back to us.

Could you help me with the reason for the return?

Please dispose off the item as per your convenience. You need not return the item back to us.

Please feel free to use, donate or dispose the item as per your convenience.

I’ll request for a refund right away and will e-mail you the details shortly.

The refund will be reflected on your bank statement in 2-3 business days.

I've reviewed your account and see that a refund has already been issued.

Since the order for this item was placed with a third party seller and was fulfilled by Amazon.com we’ll not be able to request for a replacement, I’ll request for a refund right away.

I’ll gladly waive the shipping fee and upgrade the shipping to One day in case you would like to place a new order.

We’ll not be able to issue a refund to another card, since you have mentioned that your card was canceled you may contact your bank and they will issue you a check for the same amount for which the refund has been issued.

If you prefer I could go ahead and request a refund in the form of an Amazon.com gift card which you can redeem to your account and use towards a future purchase.

Spam/Toos (Top)

Could you help me with the order # so I can confirm if the e-mails were sent from Amazon?

I see that the order #'s are not associated with Amazon.com. I can confirm that these e-mails were not sent by Amazon.com.

We recommend you delete the e-mails and do not respond to them. In case you’ve opened the attachment or visited the website that was linked in the e-mail, I’d suggest you run an antivirus or anti malware program.

You can help us investigate by forwarding the e-mail to stop-spoofing@amazon.com.

All the information stored on our website is stored in an encrypted format. Please do not be concerned.

Also, in case you have provided any payment details, please contact your bank and let them know about this.

Please rest assured that we understand your concerns regarding the e-mail message you received. We are also very concerned about the implications of this message and the misappropriated use of our name.

Note that you can always check the validity of order information by checking Your Account. Click "Your Account" on the top right-hand side of the Amazon.com homepage. As a security measure, we require customers to enter their password to access all account information.

I hope I've been able to alleviate your concerns. Thank you again for alerting us of this situation so that we can take action.

To read more about ways to protect yourself from phishing, please visit our Help pages: http://www.amazon.com/phish

Without seeing the message, I can't determine its origin. But you can provide a copy via the following link: https://www.amazon.com/gp/help/contact-us/report-phishing.html

Click the drop-down menu and select "I am reporting a spoofed e-mail."

Temp out of stock

I see that the order placed for the item “[Item name]” is currently listed as [status].

The shipping speed that you have selected will only effect the time taken for shipping, and not the availability date.

I see that the order placed for the item “[Item name]” is currently backordered. Hence the delay in the delivery dates.

I see that the item is currently not available with us, what I will do is follow up with you and will e-mail you an update on this, once there has been an alert on the availability date, in the next few days.

I hope this will be fine with you?

I've reviewed the website for the [name of the item] and see that the item is currently unavailable with us (out of stock) hence we estimate that we'll be able to fulfill the orders placed in [time frame].

If you place an order, we'll do our best to get the item for you, and we'll e-mail you as soon as we have more information from our suppliers.

If it takes too long for us to find stock, you can cancel the order any time before it enters the shipping process, and you won't be charged.

Our shipping estimates--such as "[AVAIL ESTIMATE]"--take into account the time it takes to receive the item from our suppliers, pack it, and prepare it for shipment.

Free shipping Explain

Most orders for in-stock items shipping via Standard Shipping will leave our fulfillment centers within 24 to 48 hours. However, when you choose FREE Super Saver Shipping on an order, you're letting us know you are willing to wait a little longer to get your items as long as the shipping is free. This option allows us to better manage our inventory and order demand and pass the savings on to you in the form of free shipping. Most Free Super Saver Shipping orders will ship out within 5 business days. Once your item is shipped, your order will be delivered within 5 to 9 business days.

You can also visit our Help pages for more information:

http://www.amazon.com/help/shipping/availability

The availability and shipping times listed on our website are estimates, not guarantees. Unfortunately, unexpected fluctuations in our inventory occasionally happen, and that can add time to our original estimate. I know it's frustrating when that happens, and I’m very sorry for the inconvenience.

If an item isn't readily available, selecting One-Day or Two-Day Delivery will reduce the transit time to one or two business days after we've shipped your order, but won't impact how long it takes us to obtain the item or prepare it for shipment.

We do maintain several fulfillment centers around the country, and to fill an order efficiently, we will sometimes generate shipments in different fulfillment centers on the same day. This is indeed what occurred with your order and explains why you received your shipment confirmation e-mails within hours of each other.

Here's the basic equation we use to determine your delivery date: (Availability) + (Shipping Time) = Total Delivery Time

SS/price match: (Top)

I’ve reviewed your order see that the shipping speed that you have selected is Free Super Saver Shipping.

We fulfill your order in a more cost-efficient way when this shipping speed is used.

This allows us to pass our savings on to you in the form of free shipping. While it might take some extra time to pack and ship your order, you'll still receive it within the estimated delivery time frame assigned to the order.

You may also see a change in the estimated delivery date assigned to the order to an advance date once the order has been shipped.

You will need to select the shipping speed as Free Super Saver Shipping while placing an order to be eligible for free shipping.

I see that you have placed the order with Standard Shipping and as a onetime exception I’ve waived off the shipping fee for you.

I see that the order is on time and will be shipped soon, I’ll personally follow up with your order and will e-mail you an update on the tracking number once the order has been shipped in case you do not receive an e-mail with an update on this.

The free shipping is only applicable for the items that are shipped by Amazon and not by third party sellers; I see that the [item] you have selected is being sold by a third party seller on our website.

Price Match

Let me check on this.

I see that the order was shipped on [date].

Unfortunately as per our price match policy, Amazon.com does not price match.

However, you can let us know about a lower price by clicking the "tell us about a lower price" link in the Product Details section of any product page.

Because the marketplace is constantly changing and we strive to offer the lowest price, you'll see some fluctuations in our prices over time.

Please submit the details using the link below, this helps us to maintain competitive prices. [Provide the link to the customer to be used to fill in the details from the item page]

With the exceptions of TV’s Amazon.com does not price match.

You may return the package however any return that is not an error of Amazon, a return shipping fee will be charged.

I’ll forward your feedback on this to appropriate team for consideration.

A member of our large item specialist team will be the right person to assist you. Would you prefer an e-mail from them or would you prefer a call?

I’ve forwarded the issue to [name of the department] and they will get back to you in 1-2 business days. If you prefer to chat directly with someone from that department please call us during business hours and we’ll transfer the call to that department.

You can also call them on [phone number in case it can be shared]

Here is the link to our policy page on this:

http://www.amazon.com/gp/help/customer/display.html?nodeId=468502

Let me edit the price for you.

Since the order has entered the shipping stage we’ll not be able to edit the price as of now, what I’d do is I’ll personally follow up with your order and once the order has been delivered, I’ll issue a refund for the difference amount of [AMT].

[note: always check if the contact has been made before the item has been shipped for pre ship cases and the request for matching the lower price must be sent to us BEFORE the item ships--which means it has physically left the fulfillment center on a truck, not "entered the shipping process."]

[For post ship cases all three conditions must be met before an exception can be made. 1) Price drops more than $20, 2) AND it is within 7 calendar days of ship date, 3) AND the customer outwardly asks for a refund of the price drop.]

Order: (Top)

Placing an order with Amazon.com is easy. There's no need to create an account first. You automatically create an account when you place your first order online.

Find and add the item(s) to the cart and click on the button on the right side “Proceed to checkout”. It will redirect you to a page where you will need to sign in. Enter the e-mail address that you would like to be associated with your Amazon.com account and leave the password blank indicating that you are a new customer.

Once the sign in process is done, enter the shipping address and choose the shipping speed.

Provide the payment details and place the order.

Once the order has been placed you will be able to view the order in your account and keep a track of it.

More information is available on the Placing Your First Order page: http://www.amazon.com/gp/help/customer/display.html?nodeId=524700

Unable to place an order

I'm sorry to hear about the trouble you're having using our website. Here are a few suggestions that may help:

- Make sure that the date and time on your computer are set correctly.

- Try accessing Amazon via https://www.amazon.com (the extra "s" after the "http" puts you on our secure server).

- Delete your cookies; then try logging in again.

- If you have another browser installed, try using that instead.

Please clear the cookies and cache on your browser, restart it and then try placing the order.

Let me know in case you’re still [seeing/facing] an error while placing an order.

In case you have any other browser installed, please try using it or try placing an order from any other system/computer you may have.

[In case the customer is using Firefox] Press alt+T keys together and then select the option to clear the history. Select everything from the details list and then change the option from the time range to clear everything.

A.postship: (Top)

I’m sorry you haven’t received your order, even though the delivery date has passed.

As a compensation for the inconvenience caused I’ll issue a full refund of the shipping charges and will e-mail you the details shortly.

It looks like the order has been damaged in transit and is being returned back to us.

I see that the tracking of the order has not been updated and the order may be presumed lost. Please let me know if you’d prefer a replacement or a refund?

You can view the available tracking information from the Order Summary in Your Account at the address below: https://www.amazon.com/gp/css/summary/edit.html?orderID=

I’ve reviewed the order details and can confirm that your order was shipped on [date] and the carrier assigned is [carrier name]. The order is scheduled to be delivered by [EST. DELIVERY DATE].

You may contact the local carrier and check with them in case they still have the package and collect the package from them. In case the carrier has initiated the return, let us know and we’ll assist you accordingly.

UPS may not provide a location scan on all of their shipments, which occasionally limits the available tracking data. Tracking information may not appear until the package has been delivered.

I'm sorry your order didn't arrive when you expected it. I completely understand your disappointment and frustration in this case.

Usually, under normal circumstances I would have gone ahead & sent a replacement with over night shipping but, I've checked your order and see it was placed with "AnkerDirect", a seller on our website. Because "AnkerDirect's" inventory is constantly changing, we can't replace items sold by them that are Fulfilled by Amazon.

"Sometimes a carrier will accidentally scan a package as "Delivered" when it's still in transit. When this happens, the package is usually delivered within the next few business days"

Sometimes the order may be delayed in transit and be delivered late, I’d request you to please wait till [WAIT PERIOD] for the order to show up.

In case the order does not show up by [WAIT DATE] please let us know and we’ll assist you with a refund or a replacement as per your convenience.

I’ll personally follow up with your order and in case the tracking status has not been updated as delivered by [WAIT PERIOD], I’ll request for a refund [or a replacement with the quickest shipping speed] for you.

Other Postship Amazon

I am sorry to hear that an item was missing from your shipment. I’ve made a note of this issue and will pass it to the concerned department to be looked into.

I am sorry to hear that you have received the order [damaged/defective/incorrect] item.

I’ll right away request for a replacement and will e-mail you the details shortly.

The replacement will be sent with the quickest shipping method possible.

I’ll request for a refund immediately, and e-mail you the details shortly.

The refund issued will be reflected on your bank statement in 2-3 business days.

In case the original order shows up please let us know and we’ll assist you with the return. You will not be charged anything for the return.

I'll e-mail you the link to print a pre-paid mailing label so that you could return the item back to us.

I apologize for the inconvenience caused. Please dispose off the item as per your convenience; I've made a note of this on your account.

I'll forward this issue to our concerned department right away to be looked into. I'll personally follow up with this and will send you an e-mail in 1-2 business days.

I appreciate your patience and understanding with this issue.

International Postship Amazon

I'm very sorry, but your shipment appears to be lost. Please let me know if you’d prefer a replacement or a refund?

Sometimes the order may be delayed in transit and be delivered late, I’d request you to please wait till [WAIT PERIOD] for the order to show up.

In case the order does not show up by [WAIT DATE] please let us know and we’ll assist you with a refund or a replacement as per your convenience.

At this time, it's likely that the original package will arrive sooner than a replacement. I request you to wait till

You can view the available tracking information from the Order Summary in Your Account at the address below: https://www.amazon.com/gp/css/summary/edit.html?orderID=

As compensation for the inconvenience caused, I’ll issue a full refund of the shipping charges and will e-mail you the details shortly.

I’ll right away request for a replacement and will e-mail you the details shortly.

In case the original order shows up please let us know and we’ll assist you with the return. You will not be charged anything for the return.

I’ll e-mail you the details confirming this.

Since it’s an international shipment I’d like you to know that you will be charged for the replacement order and will receive a full refund for the original order. The charge will be the same.

This is to ensure that your order is delivered quickly and efficiently, and that these items are not held up by delays in customs clearance procedures, we create a replacement order with charges when an international order is lost, damaged, or incorrect.

The new order is placed this way to ensure that the customs declarations are accurate and delivery can be expedited.

PROMO: (Top)

I’ve issued a promotional certificate of $[amt] to your account which you can use the next time you order an item shipped and sold by Amazon.com.

As a compensation for the inconvenience caused I’d like to issue a promotional certificate of $[amt]. I hope this is fine with you?

May I proceed with this?

You'll see your available promotional balance at checkout--this amount will be applied to your next order automatically without entering a claim code.

Your promotional balance doesn't appear in Your Account but will always display when you place an order.

I’ll e-mail you a confirmation and the details of the promotional certificate issued shortly after this chat.

Just below the price of the product, you will be able to see "Shipped and Sold by Amazon.com". These items are eligible for promotional certificates to be used.

If it is mentioned as "Shipped by XYZ and fulfilled by Amazon.com" or "Shipped and Sold by XYZ", the promotional credit will not apply to the item.

Item determination

Just below the price of the product, you will be able to see "Shipped and Sold by Amazon.com". These items are eligible for promotional certificates to be used.

If it is mentioned as "Shipped by XYZ and fulfilled by Amazon.com" or "Shipped and Sold by XYZ", the promotional credit will not apply to the item.

Please go ahead and place an order for the item that is shipped by Amazon.com. Once the order has been placed, let me know and I’ll upgrade the shipping.

Just below the price of the product, you will be able to see "Shipped and Sold by Amazon.com" or "Shipped by XYZ and fulfilled by Amazon.com". I’ll be able to make changes to the orders for these items.

The items for which the information is listed as "Shipped and Sold by XYZ", are directly shipped by sellers and we’ll not be able to make any changes to the order.

ASIN (Top)

Could you please provide me with the URL for the item [you're looking at/ you mentioned]?

Could you please add the item to your cart, so that I may look at the product [you’re trying to purchase/you’re referring to]?

Could you help me with the ASIN of the product you need to add to this order?

At the order summary on the last page you will be able to view the payment summary– If you’d prefer not to place the order after reaching the last page, please ensure you do not click on “Place Your Order” button.

1. Place the item(s) in your Shopping Cart.

2. Click "Proceed to Checkout" and sign in.

3. Choose a payment method, shipping speed, shipping address, and billing address.

4. On the last screen, you'll see a price estimate at the bottom of the page.

I’ve reviewed the details listed for the item. The item can only be shipped within US due to legal and warranty restrictions.

Books, Movie DVDs and Music CDs can be shipped to most countries. To view Video Games, Software, Electronics, Watches, Jewelry, Apparel, Shoes, Sporting Goods and Health and Personal Care items that can be shipped to select countries outside the United States, please visit Amazon Global (http://www.amazonglobal.com).

ACCOUNT SECURITY: (Top)

Before proceeding further with the issue, for security reasons, could you please confirm the email address and first line of your billing address as on your account?

To be able to pull up your account please provide me your name, e-mail address and the billing address.

May I please know the name on your account, your e-mail address, and the billing address, so that I can pull up the account for you?

I’ve sent a link to [e-mail address] to reset your password. Try using the link and confirm.

Once you have reset the password, Logout and then Login using the new password.

I’ve sent a link to your [e-mail address], please click on the link and confirm.

Let me connect a call for you to one of our Phone Support agents, they will be the right persons to assist you with this.

I see that you have no account associated with the e-mail address [e-mail address]

I see that you have [number] accounts associated with the same e-mail address.

This can happen if you visit Amazon.com and mistakenly indicate that you are a new customer when you sign in. A new account with the same e-mail address and a different password will be created.

In case you are logged on to one account you will not be able to do anything in the other account.

Please reply to us with the details asked in the e-mail and we’ll process your request, all the details of the accounts will be mentioned in the e-mail.

S.preship: (Top)

If you'd like to get in touch with a seller before placing an order, follow these steps: 1. Go to the product listing you're interested in 2. Click on the seller's nickname or logo 3. Click "Contact the seller" on the lower right column of the page

Please give the seller 2-3 business days to get back to you.

I’ve reviewed the order and see that the order has been placed with a third party seller on our website.

Since the order has been placed with the seller we’ll only be able to make changes to the order during the first thirty minutes of placing the order. Since the time has exceeded this time frame, I can assist you to contact the seller or if you prefer I can contact the seller for you.

All the seller are obligated to deliver the packages to the address and cannot make changes to the order details provided to them. If you prefer I can contact the seller on your behalf and request them to cancel the order.

I can confirm that the order is on time and is still scheduled to be delivered as per the estimated date assigned.

Since the orders are directly fulfilled by the sellers, they will be able to provide you more details on the shipping method and the time taken to deliver the order.

You can always check the status of your order in Your Account. Here's a direct link to the order details: https://www.amazon.com/gp/css/summary/edit.html?orderID=

S.postship: (Top)

I am sorry to hear that you have not received the order even though the estimated delivery date has passed.

I am sorry to hear that you have received an [empty/defective/damaged/wrong] [item/package]

Since the order has been placed with a third party seller, I’ll contact the seller for you and let them know about this. Please provide the seller three days to reply back.

Usually the sellers reply back as soon as they can, however sometimes there may take three days.

In case the seller does not reply back in three days or is not able to assist you with this, let us know and we’ll file an A-Z Guarantee claim for you.

All Amazon marketplace orders and most Amazon Merchant orders are covered by our A-to-z Guarantee. If they aren't able to help, please click on the link below to learn more about the A-to-z Guarantee. http://www.amazon.com/help/a-to-z-guarantee

I am sorry to hear that the seller has not [replied back to address the issue/ been helpful with this issue]. I’ll right away file for a claim and will e-mail you the details.

The A-Z guarantee claim was filed on [date]for your order # [order id]. You can see the most current status of your claim at the link below: https://www.amazon.com/gp/a-z-guarantee/help.html?orderID=[ORDER ID]

The claim may take 1-2 weeks to be processed. Once the claim has been processed, our investigations team will e-mail you an update on this.

They may also contact you in case they require some additional information.

Since the item is being sold by the third party seller, you will need to check with the manufacture to see if the seller is an authorized manufacturer.

Since the order has been placed and fulfilled by a third party seller, I’ll contact them and request for a return label to be issued.

You may leave a feedback for the seller from your account by clicking on the leave seller feedback link.

You can remove your feedback by visiting Your Account: http://www.amazon.com/your-account

Under the Personalization section go to Seller Feedback Submitted By You, and click the Remove link next to the feedback you would like to remove.

Once feedback has been submitted, you have 60 days to remove it. It's not possible to restore or add new feedback after it's been removed, nor is it possible to edit ratings or comments.

For more information about leaving feedback, please visit our Help pages: http://www.amazon.com/gp/help/customer/display.html?nodeId=537774

We want you to buy with confidence anytime you purchase products on the Amazon.com website or use Amazon Payments. That is why we guarantee purchases from Amazon Marketplace sellers when payment is made via the Amazon.com website or when you use Amazon Payments for qualified purchases on third-party websites.

Trade-in (Top)

I’ve reviewed your trade-in # and see that the trade-in is still in transit. Once we receive the trade-in it takes about 2-3 business days for the concerned department to process and issue a gift car directly to your account.

Sometimes the trade-in may be take up to [4/6] weeks to be processed from the date of creating the label. [4 in case the customer has provided the trade-in tracking number]

I’ll personally follow up with your trade-in and will e-mail you an update once there has been an alert on this issue and you have not received any e-mail from our end.

[in case the trade-in has been sent and the period is more than 30 days, check if the customer has been issued a promotional credit for it and reply accordingly.]

It appears your submission might be lost. I'm sorry for the trouble you've had with this trade-in. [Exception being made if necessary] As a one-time exception, I'm issuing a promotional certificate to your account for $[TRADE-IN VALUE]. This amount is automatically redeemed to your Amazon.com account, and you don't need to enter any codes to make a purchase.

Trade-in status is rejected:

"According to the information provided by the Merchant processing your submission, your item didn't meet the trade-in conditions and will be returned to you. The specific reason noted is [RETURN REASON].

You can view more details and track the progress of your return package by visiting Your Trade-In Account (http://amazon.com/tradein/youraccount)."

Part payment received

You may receive multiple payment messages as we process your items as some items take longer to process than others.

If we have received all your items and your submission is accepted, an Amazon Gift Card for the quoted amount will appear on your Amazon.com account within 2 business days of receipt.

If you haven't received your gift card by [2+1 BUSINESS DAYS AFTER RECEIPT], please let us know."

[Note: You can also offer to follow up with the customer and e-mail them an update if they prefer, helps you to offer a better service to the customer and take ownership of the issue thereby reducing the customers effort]

Trade-in has been sent late

In case the submission has been approved and processed by the merchant, Amazon gift card funds for the quoted amount will be deposited in your account. If your submission arrives too late, it will be returned to you.

You can view more details and track the progress of your trade-in by visiting Your Trade-In Account (http://amazon.com/tradein/youraccount)"

I'm sorry you haven't received your payment for Trade-In order# [ID NUMBER] yet. Looking at your trade-in order, I see that it appears in "expired" status. This can happen when boxes or items in the order are not received or separated from their trade-in slip and we can't identify which order they belong to.

International trade ins

"To participate in our Trade-In Program, you must ship your products only from the United States and you must have a physical address or P.O. box located in the United States.

Products shipped from outside the United States will not be accepted or returned."

Few more points to remember:

You can add as many items as you want to a single trade-in submission; however, the total of any single trade-in submission cannot exceed $1250.

Also, you can only trade-in 2 identical items within a 3 month period."

If you want to trade-in items with a value greater than $1250, you'll need to make multiple trade-in submissions.

All the items listed in the trade-in program are below $1250.00 and in case there are any displayed above this amount, escalate the issue immediately.

The rejected trade that is returned back takes upto 14 days to be returned and in case the period of 14 days has been passed, a promotional credit may be issued. Also in case the status is recycled, the items will not be returned back since they are not eligible to be returned as per the policy.

The price of the trade-in gets locked only when the item meets the merchants conditions guidelines outlined in the terms and conditions, a trade-in label has been printed for the price and the package is marked post shipped within 7 days.

In case the item value increases or decreases, let the customer know that as a policy only the price for which the trade-in label was printed will be honored as per the merchant’s conditions guidelines outlined in the terms and conditions.

There are few more rare issues listed in the KC, here is the link to the overview:

Freight Forwarder

I'm so sorry about this. I'm going to replace this order for you at no charge. You'll receive an e-mail soon with the order details.
"Since this item was sent to a freight forwarder, I'm not able to replace or refund it unless we receive confirmation from the freight forwarder that the original item was never received.

If you'd like to contact them to ask that they get in touch with us about this, I can provide you with the fax information they'll need to follow up with us. It may take up to 24 hours after receiving the information to handle the situation."
I'm so sorry about this. I'm going to replace this order for you at no charge. You'll receive an e-mail soon with the order details.

Since this item was sent to a freight forwarder, I'm not able to replace it. You're welcome to go to our Returns Center at www.amazon.com/returns if you'd like to send it back for a refund. Also, since your order was shipped to a U.S. address, the Online Return center will print a domestic label. If you are returning internationally, you'll need to arrange your own ship method to the address on the label.

"I wanted to be sure to remind you that return shipping costs will be your responsibility since you used a freight forwarder to ship this computer outside of the United States.