ISSUE: LATE DELIVERY
Agent: Hi! Thank you for calling Amazon. My name is Arman. How can I assist you today?
Customer: Hi, I’m calling about my order. It hasn’t arrived yet, and it was supposed to be delivered
yesterday.
Agent: Just to make sure that I got it correctly, you are calling because the package that you are supposed to
receive has not yet been delivered, is that right?
Customer: Yes!
Agent: I’m sorry to hear that your package is delayed. I understand how important it is to receive your
orders on time. Can I have your order number, please?
Customer: Sure, it’s…
Agent: Thank you for that information. One moment while I check the status of your order.
Agent: I see that your package was scheduled for delivery yesterday but appears to be delayed. This can
happen due to various reasons, such as weather conditions or high demand.
Customer: That’s frustrating. When can I expect it to arrive?
Agent: I completely understand your frustration. Well, most packages actually arrive on time. However, due
to some circumstances, orders sometimes show up after the stiated delivery date. What we can do now is to
wait for another 48 hours to allow for unexpected delays. If it doesn’t arrive after 48 hours, please feel free
to reach out to us again. We can then explore further options, such as a replacement or refund.
Customer: Okay, thank you.
Agent: You’re welcome! I apologize for the inconvenience. Is there anything else I can help you with? Or
anything that you want me to check for you before we end this call?
Customer: No, that’s all.
Agent: Thank you for calling Amazon. This is Arman, the agent who assisted you with your concern today.
Have a great day and stay safe!
ISSUE: MISSING PACKAGE BUT TAGGED AS DELIVERED
Agent: Hi! Thank you for calling Amazon. My name is Arman. How can I assist you today?
Agent: Just to make sure that I got it correctly, you are calling because you haven’t received your package
yet but it’s now tagged as delivered, is that right?
Agent: I’m sorry to hear that. Can I have your order number, please?
Agent: Thank you for that information. One moment while I check the status of your order.
Agent: I see that your package was scheduled for delivery today. Have you tried checking at the door or in
the mail box?
Agent: If you’re living with someone else, have you’re tried asking them if they have received item?
_______________________________________________________________________________________
Agent: Well, (name). Same carriers may actually deliver until 10 pm. It can actually happen, unfortunately,
that the package are tagged as delivered even though it’s still on its way to your address. Would you mind
waiting until 10 pm? And if it’s still not there, please do not hesitate to call us back again to see what else
we can do regarding this concern. Is that okay with you?
Agent: I’m so sorry to hear that. Honestly, in rare cases, packages may tag as delivered even up to 48 hours
before arrival. What we can do for now is to wait for 48 hours to allow for unexpected delays of package,
and after 48 hours and you still haven’t received it, please do not hesitate to call us back again. Is that okay
with you?
______________________________________________________________________________________
Agent: You’re welcome! I apologize for the inconvenience. Is there anything else I can help you with? Or
anything that you want me to check for you before we end this call?
Customer: No, that’s all.
Agent: Thank you for calling Amazon. This is Arman, the agent who assisted you with your concern today.
Have a great day and stay safe!
ISSUE: MISSING ITEMS IN THE PACKAGE
: Hi! Thank you for calling Amazon. My name is Arman. How can I help you?
: If I heard you correctly, you are calling because there’s a missing item in the package you received, right?
: I am sorry to hear that. I understand how frustrating that could be. That is not the experience we want you
to have from us. It is definitely important to receive your order complete. By the way, thank you for letting
us know regarding this concern. Can I have your order number pls?
: Thank you. Could you pls describe to me what’s the specific item that is missing in your package?
: Well, in our policy, if there is a reported missing item in the package, we advise them to send us an email
to better assist them. Do you have your phone with internet connection now?
: Great! Now, I will help you on what you should do or write, On the subject line, please write Missing Item
followed by the account number and order number. In the body, you may add more details regarding the
missed item and add some photos or videos for us to better assist you. After, pls send it to soscorp@[Link].
: Again, sorry for what happened to your package. We will make this right for you, okay?
: Is there anything else that I can help you with?
: You’re very much welcome. Again, this is Arman from the Amazon. Have a great day!
ISSUE: MISSING ITEMS IN THE PACKAGE
: Hi! Thank you for calling Amazon. My name is Arman. How can I help you?
: If I heard you correctly, you are calling because you are not satisfied with the item you have received and
you wanna have it returned/exchanged, right?
: I am sorry to hear that. By the way, thank you for letting us know regarding this concern. Can I have your
order number pls?
: Thank you. Could you pls describe to me what’s the specific item that is missing in your package?
: Well, in our policy, if there is our customers want to return/exchange the package, we advise them to send
us an email to better assist them. Do you have your phone with internet connection now?
: Great! Now, I will help you on what you should do or write, On the subject line, please write
Return/exchange followed by your account number and order number. In the body, you may add more
details regarding the missed item and add some photos or videos for us to better assist you. After, pls send it
to soscorp@[Link].
: Again, sorry for what happened to your package. We will make this right for you, okay?
: Is there anything else that I can help you with?
: You’re very much welcome. Again, this is Arman from the Amazon. Have a great day!
ISSUE: ORDER CANCELLATION
: Hi! Thank you for calling Amazon. My name is Arman. How can I help you?
: If I heard you correctly, you are calling because you wanna cancel the package you ordered but it’s now in
transit, right?
: May I know the reason why you wanna have it cancelled?
: I am sorry to hear that. Can I have your order number pls?
: Well, in our policy, if the customer wants to cancel the order in transit, the account specialist will be the
ones handling the issue. Meaning, your call will be transferred to this department. Is that okay?
: Great! Now, after this call, I will directly transfer you to the account specialist to better assist you.
: Is there anything else that I can help you with?
: You’re very much welcome. Again, this is Arman from the Amazon. Have a great day!
ISSUE: TEXT NOTIFICATION FOR DELIVERY
: Hi! Thank you for calling Amazon. My name is Arman. How can I help you?
: If I heard you correctly, you are calling because you wanna be notified via text message once your orders
are up for delivery, right?
: I can definitely help you with that. Please bear with me as I assist you with the step-by-step process for
this. Okay?
: On your phone, please go to your account. Look for under the one that says “communication and content
email and messaging alert”
: Once you found it already, select the one that says “shipment updates via text.”
: How was it?
: Is there anything else that I can help you with?
: You’re very much welcome. Again, this is Arman from the Amazon. Have a great day!
