Amazon Carriers Knowledge Center Account search
Kindle
Lightning
Transfer
Guide Gift
Cards Pre-Orders
Unknown
charges Act-PW
Rebate
MoM
Student
Drop
shipper Addon
SetCall
HitchRep
Hawkeye
Opening Phrases
Hello,
my name is Omkar. I'll be glad to help you today.
Hello,
my name is Omkar. How may I help you?
I'm
sorry we were disconnected. I can pick up where we left off.
Hello,
my name is Omkar. I'm sorry your previous chat disconnected. I
will try and pick up where you left off.
Authentication
phrases:
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?
Research Time (Top)
May
I have the order order number please?
May I place you on hold
for 2 minutes while I look in to this?
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
understand that you would like to return this item to us as it
arrived [damaged/defective] I'll help you with the link to print a
pre-paid mailing label to return the item to us. May I place you on
hold for 2 minutes while I generate the return mailing label? I will
also email this link to you.
Could you help me with the dates on which these amounts were charged?
Closing Phrases(Top)
You're welcome.
You’re welcome. Is there anything else I can assist you with today?
I’m
glad I was able to help.
Thank you for contacting Amazon. We
hope to see you again. Have a great rest of your day. Please click
"End Chat" to close this window.
It was a pleasure
to assist you with this. Thank you for contacting Amazon.com. We hope
to see you again. Please click "End Chat" to close this
window.
Could you please click END CHAT for me?
Idle Chat Phrases:
I hope we are still connected?
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 am sorry. I can understand that you could be busy. I request
you to please contact us once you are free and we will be happy to
help you. Have a great rest of your day!
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.
Apology And Feedback(Top)
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.
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.
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 am really glad to
know that we were able to provide you with better customer experience
to be able to be appreciated for it.
I’ll take this as a
suggestion and will pass it on to the concerned department for
further improvements. We value your feedback.
Tracking shows as delivered but did not received:
I’m
sorry you haven’t received your order, even though the delivery
date has passed.
may I know if you have checked for the
package in your surroundings or may be with your neighbors?
OR
Is it possible that a family member of yours might have received the
package on your behalf and forgot to inform you.
Upon
checking the tracking I am assuming that this might have been lost or
stolen. This usually does not happens.
Please do not
worry, I can help you with a refund or a free replacement order
considering this order to be lost.
Please let me know what
would you prefer?
If
there is a CSC date and tracking shows as delivered:
"Sometimes
a carrier will accidentally scan a package as "Delivered"
when it's still in transit or at the local carrier facility. When
this happens, the package is usually delivered within the next few
business days"
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.
Replacement and refund Phrase(Top)
I've requested a refund of $[AMOUNT] to your original payment method and same will be credited 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=[ORDER
ID]
I
am sorry to hear that an item was missing from your shipment.
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.
I am sorry to hear that you have
received the order [damaged/defective/incorrect] item.
Would
you prefer a replacement or a refund?
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
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.
Replacement
phrases:
I’ll
request for a replacement right away and will also upgrade the
shipping to the quickest one possible and will email you the details
in few minutes.
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=
Refund
phrases:
As
a compensation for the inconvenience caused, I’ll request for a
refund right away and will e-mail you the details shortly.
The
refund issued will be reflected on your bank statement in 2-3
business days.
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.
Refund
to other card:
Unfortunately,
I'm not able to reverse a refund due to credit and debit card
regulations.
If
you have another credit card with the same issuing bank, the bank can
usually apply the refund to your other credit card. If you don't have
an account with the bank anymore, they'll issue a refund check to
you. Please get in touch with the bank to ask about the options
available.
If you prefer I could go ahead and request a refund
in the form of an Amazon.com gift card as an exception, which will be
applied to your account and use towards a future purchase.
Return (Top)
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
gladly waive the shipping fee and upgrade the shipping to One day in
case you would like to place a new order.
Postship
issues:
(Top)
Only
shipping label was created:
I’m
sorry you haven’t received your order, even though the tracking
shows as delivered.
I
am sorry to know that you have not received your order. Upon checking
the tracking I see that this was shipped from us on [shipping date]
but I do not see any tracking update after it was shipped from us. I
am assuming that this could have been lost in transit by the carrier.
Please do not worry, I can send a free replacement order or
can also issue a full refund to you. Please let me know what would
you prefer?
Order
is delayed:
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.
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 with a refund or a free replacement order.
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 Kindle
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 Marketing and
Promotions team will be the perfect person to help you with this. I
see that they are only available on the email support at the moment.
Please do not worry, I will forward your concern to them and they
will reply back to you with a resolution as soon as they see my
message. However, this should not take more than 24 hours.
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.
I
am sorry, I am unable to understand you as I see that you are
chatting in Spanish language. Please give me a minute while I connect
you to a member of our Spanish support team.
Allow me a
moment to transfer this chat to my Supervisor.
Transfers
through Call:
A
member of our [team name] will be the right person to assist you. I
see that they are only available on the phone support at the moment,
May I have your phone number please, I will connect you to them and
they will help you with this.
I’ve connected a call for
you; please close the chat once you have received the call Or I can
wait on chat if you need any further help from me.
A member
of our [team] will be the right person to assist you. However they do
not have a chat or phone support. I can forward your concern to them
and they will reply back to you with a resolution by email with in 24
hours.
I’ll forward your query to the [team]
right away and they will get back to you with a resolution on this in
1 business day. 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.
Order Preship phrases(Top)
I
see that the order has been successfully placed and the estimated
delivery date is [EDD]
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. Please check the
order now.
The new estimated delivery date for the order is
now [EDD]
Authorization and canceling order–(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
or a pending charge visible on your account which will be dropped by
your bank in 2-3 business days depending upon your bank policy. You
can contact them in case if the charge is not reversed.
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.
Shipping
Soon Phrases:
(use
them when we are not able to make any changes
to an order as it is shipping soon)
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 so that we can refund
you.
You will not be charged anything for this. I’ll also
e-mail you an update on this once I’ve 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.
When
you place an order, we contact your bank for a purchase authorization
to verify your card , 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.
$1.00 authorization:
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 with the credit card for the
differential amount and then apply it to your account along with the
[Visa gift /Master gift /credit] card and you will be able to
complete the order.
This way you will be able to use your
credit card along with the gift card 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
and sometimes it can take up to 4 hours for us to email the claim
code to your email address.
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.
Gift
cards info phrases:
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
or Store card –(Top)
Visa
card:
I see that you are referring to Amazon Visa card.
Since the Amazon.com Rewards Visa card is issued by Chase Card Services, their Customer Service department is in the best position to help you.
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
Store
card:
Since
the [Amazon.com Store Card/Amazon Prime Store Card] is issued by
Synchrony Bank, their Customer Service department is in the best
position to help you.
Please contact Synchrony Bank's Amazon
Store Card Customer Service at 1-866-634-8379 (24 hours a day, 7 days
a week).
If you don't have your card number, just say "I
don't have it" or something similar to reach an
agent.
Alternatively you can also contact them using the link
below:
http://www.syncbank.com/amazon
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.
Spam email (Top)
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.
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 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.
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
Free shipping: (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.
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.
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.
Price Match: (refund only through GC)
I
see that the order was shipped on [date].
Since the order
qualifies for the price match policy, I will go ahead and issue the
refund of difference amount to your account as a gift card balance.
I understand your concern but as per our policies, we price
match and refund the amount as a gift card balance.
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.]
If
we cannot price match:
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.
If
you would like to place a new order for the item with lower price, I
can help you with a return mailing label to return the item you have
with you.
I’ll forward your feedback on this to
appropriate team for consideration.
Tv
and
cell phone (with plan) price match:
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
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.
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.
International Postship Amazon:
Packages shipped internationally are sent to the carrier's nearest regional shipping hub, and are then delivered to customers by their local postal authorities. Tracking and delivery confirmation for these local postal authorities are only available if the carrier provides it to Amazon.com.
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 as it has
to go through customs clearance, I’d request you to please wait
till [WAIT PERIOD] for the order to show up and to compensate for the
delay, I will refund the shipping charges to you.
As
compensation for the inconvenience caused, I’ll issue a full
refund of the shipping charges 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.
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.
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.
Adding items to order (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?
I am sorry I will not be able to add this item as it is sold by a third party seller and fulfilled by Amazon.
I am sorry but I will not be able to add this item to your order as, your order contains the items sold by third party sellers and fulfilled by Amazon. We can only add the items to an open order if all the items in your order are shipped and sold by Amazon.
I request you to please place a new order for the item that you want me to add to this order and I will help you with the shipping charges on your new order as a onetime exception.
Password reset: (Top)
I
am sorry to know that you are having problem with the sign in and it
is asking you to confirm the [zip code/ mobile number].
This is
for your account security.
Please do not worry, I will help
you with a password reset link, please try to reset your password
using the link in the email and it will not ask you for any security
question.
Please let me know if you are still unable to reset
the password, I will connect you to a member of our manual password
reset team so that they can help you with the password reset.
May
I have your phone number please?
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.
No
account:
I
see that you have no account associated with the e-mail address
[e-mail address]
Can you please help me with any other email
address that you use, I will check to see if an account was created
with that email address.
Multiple
accounts with same email 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.
Seller 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 48 hours to get back to you.
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=
Seller 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]
I’ve reviewed the order and see that the
order has been placed with a third party seller on our website.
I
am sorry but as this order is placed with the third party seller, I
will not have access to this order.
I request you to please
contact the seller or I can contact them on your behalf and will
request them to help you with the [issue]. Please give me a minute
while I send them a message.
Thank you for waiting.
I
have contacted seller asking them to help you with the
[issue].
Seller will reply to you directly by email. Usually the
sellers reply back as soon as they can, however sometimes there may
take up to 48 hours.
In case if seller does not reply to you in
48 hours, please do let us know, we can file
a claim against the seller for a refund.
Or you can also do
this from your end.
to file a claim please visit the link below
and enter your order number.
https://www.amazon.com/gp/a-z-guarantee/submit-claim.html
All
the orders that you place with the third party sellers are protected
by our A to Z guarantee claim. We provide 100% purchase protection
guarantee on all the seller orders that you place on our website.
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.
Filing
Claim:
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 7 to 10 business days 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.
Seller
Return:
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.
Seller
feedback:
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.
I’ve
reviewed your trade-in # and see that the trade-in has been delivered
to us. Once we receive the trade-in it takes about 15 business days
for the concerned department to process and issue a gift card
directly to your account.
We will send you an email once this
has been done. Please do not worry, I can confirm you that we have
received your trade in and are processing it.
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)."
You can view more details and track the progress of your trade-in by visiting Your Trade-In Account (http://amazon.com/tradein/youraccount)"
Trade in Info:
"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 merchant’s
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
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.