VAs can effectively engage with customers highlighting the value of their purchase, and increase the likelihood of retaining their orders through proactive and customer-focused interactions by:
• Asking appropriate probing or discovery questions to create a need
• Highlighting benefits and providing recommendations to customers about how they can benefit from their purchase
Negotiation Formula: [PRICING/PROMOTION EXPLANATION IF APPLICABLE] + [FEATURES AND BENEFITS]
We would still like to make your experience better. We don’t usually offer this, but rather than canceling the order / [INSERT SKU], [INSERT SAVE OFFER]
We don’t usually offer this, but instead of cancelling, I’ll be glad to offer you a $25/$50 worth of gift card in return. With your $25/$50 gift card, you can purchase any of our other Muddy Mat variants in different sizes and colors, or other home essential products at our store!
You can use it whenever is most convenient for you. I believe this could be a great way for you to still enjoy our products and make the most of your original order. Sounds good?
We’d greatly appreciate it if you’d consider keeping the order. We truly believe it is a great fit for your needs. I can apply a 35% discount on your order. I'm confident you'll find this to be an incredible value. Will that work for you?
Thank you for reaching out, [CUSTOMER NAME].
[ACKNOWLEDGEMENT Phrase + MIRROR critical words from customer's concern]. ASSURANCE].
[CUSTOMER EDUCATION (IF NECESSARY)]
According to the tracking information, your order is already [prepared / shipped] by the warehouse on [DATE] with tracking number [TRACKING NUMBER]. The package is currently [CURRENT TRACKING STATUS] and is expected to be delivered by [ESTIMATED DELIVERY DATE].
Given that the order has already been processed, I'm afraid I'm unable to cancel the order at this point. While I know you may have had a change of plans, our cancellation window closes once an order has been processed and shipped. You may visit our website for Cancellation Policy to know more.
Please let me know if you have any other questions about the status of your order or next steps. I'm here to help in any way I can.
We don’t usually offer this, but instead of cancelling, I’ll be glad to offer you a $25/$50 worth of gift card in return. With your $25/$50 gift card, you can purchase any of our other Muddy Mat variants in different sizes and colors, or other home essential products at our store!
You can use it whenever is most convenient for you. I believe this could be a great way for you to still enjoy our products and make the most of your original order. Sounds good?
We’d greatly appreciate it if you’d consider keeping the order. We truly believe it is a great fit for your needs. I can apply a 35% discount on your order. I'm confident you'll find this to be an incredible value. Will that work for you?
We don’t usually offer this, but we truly value your business so let me offer you an exclusive [INSERTPERCENTAGE] discount and you get everything that comes with your order! Should we go ahead and take it?
Explain Reason of Fulfillment Delay: Order Status Templates
I’m happy to refund the shipping cost, which is $XX.XX. On top of that, I’m sending you a $25 gift card! You can use it whenever suits you. This is just a small way of saying sorry for the delay your package has gone through. Does that sound good?
I understand that the $25 gift card is not suitable for you. As a gesture of goodwill, I can apply an additional 35% discount to your order, effectively reducing the cost to your satisfaction. Please let me know if this meets your expectations. Additionally, as a courtesy, I will be refunding the shipping cost of $XX.XX. Would you like to proceed?
We don’t usually offer this, but we truly value your business so let me offer you an exclusive [INSERTPERCENTAGE] discount and you get everything that comes with your order! Should we go ahead and take it?
Request Void of Label, Process Request
Explain Reason of Fulfillment Delay: Order Status Templates
I’m happy to refund the shipping cost, which is $XX.XX. On top of that, I’m sending you a $25 gift card! You can use it whenever suits you. This is just a small way of saying sorry for the delay your package has gone through. Does that sound good?
I understand that the $25 gift card is not suitable for you. As a gesture of goodwill, I can apply an additional 35% discount to your order, effectively reducing the cost to your satisfaction. Please let me know if this meets your expectations. Additionally, as a courtesy, I will be refunding the shipping cost of $XX.XX. Would you like to proceed?
We don’t usually offer this, but instead of cancelling, I’ll be glad to offer you a $25/$50 worth of gift card in return. With your $25/$50 gift card, you can purchase any of our other Muddy Mat variants in different sizes and colors, or other home essential products at our store!
You can use it whenever is most convenient for you. I believe this could be a great way for you to still enjoy our products and make the most of your original order. Sounds good?
We’d greatly appreciate it if you’d consider keeping the item/s. We truly believe it is a great fit for your needs. I can apply a 35% discount on [INSERTSKU]. I'm confident you'll find this to be an incredible value. Will that work for you?
We don’t usually offer this, but we truly value your business so let me offer you an exclusive [INSERTPERCENTAGE] discount on your [INSERTSKU] and you get everything that comes with your order! Should we go ahead and take it?
Thank you for reaching out, [CUSTOMER NAME].
[ACKNOWLEDGEMENT Phrase + MIRROR critical words from customer's concern]. ASSURANCE].
[CUSTOMER EDUCATION (IF NECESSARY)]
According to the tracking information, your order is already [prepared / shipped] by the warehouse on [DATE] with tracking number [TRACKING NUMBER]. The package is currently [CURRENT TRACKING STATUS] and is expected to be delivered by [ESTIMATED DELIVERY DATE].
Given that the order has already been processed, I'm afraid I'm unable to cancel the order at this point. While I know you may have had a change of plans, our cancellation window closes once an order has been processed and shipped. You may visit our website for Cancellation Policy to know more.
Please let me know if you have any other questions about the status of your order or next steps. I'm here to help in any way I can.
We don’t usually offer this, but instead of cancelling, I’ll be glad to offer you a $25/$50 worth of gift card in return. With your $25/$50 gift card, you can purchase any of our other Muddy Mat variants in different sizes and colors, or other home essential products at our store!
You can use it whenever is most convenient for you. I believe this could be a great way for you to still enjoy our products and make the most of your original order. Sounds good?
We’d greatly appreciate it if you’d consider keeping the order. We truly believe it is a great fit for your needs. I can apply a 35% discount on your [INSERTSKU]. I'm confident you'll find this to be an incredible value. Will that work for you?
We don’t usually offer this, but we truly value your business so let me offer you an exclusive [INSERTPERCENTAGE] discount on your [INSERTSKU] and you get everything that comes with your order! Should we go ahead and take it?
Explain Reason of Fulfillment Delay: Order Status Templates
I’m happy to refund the shipping cost, which is $XX.XX. This is just a small way of saying sorry for the delay your package has gone through. Does that sound good?
As a gesture of goodwill, I can apply an additional 35% discount to your order, effectively reducing the cost to your satisfaction. Please let me know if this meets your expectations. Additionally, as a courtesy, I will be refunding the shipping cost of $XX.XX. Would you like to proceed?
We don’t usually offer this, but we truly value your business so let me offer you an exclusive [INSERTPERCENTAGE] discount and you get everything that comes with your order! Should we go ahead and take it?
Request Void of Label, Process Request
Explain Reason of Fulfillment Delay: Order Status Templates
I’m happy to refund the shipping cost, which is $XX.XX. This is just a small way of saying sorry for the delay your package has gone through. Does that sound good?
As a gesture of goodwill, I can apply an additional 35% discount to your order, effectively reducing the cost to your satisfaction. Please let me know if this meets your expectations. Additionally, as a courtesy, I will be refunding the shipping cost of $XX.XX. Would you like to proceed?
Usually, our orders come with a standard shipping fee of $6.99. This fee covers the cost of shipping, handling, and delivering your order to you. But here’s the good news: I can waive this fee and give you a refund of $6.99 back to the original payment method you used for your order.
I can see that you opted for an expedited shipment which makes the delivery timeframe shorter. This fee goes to the carrier for shipment, handling and delivery of your order. Normally all orders are charged with the standard shipping fee of $XX.XX (based on what customer saw when ordering). But here’s the good news: I can waive this fee and give you the refund back to the original payment method you used for your order.
I can see that there's an additional fee of $3.99 / $9.99 (whichever is applicable), on top of the shipping. This charge is actually the processing fee and handling fee when we fulfill and include (name of the item/SKU) in your order. This is not considered duplicate charges(s) for shipping.
But here’s the good news: I can waive this fee and give you the refund back to the original payment method you used for your order.
We usually don’t offer this, but we genuinely value your business, so I’d like to extend an exclusive 50% discount on the item’s price. This means you’ll pay half the original price of the item and receive everything included in your order. What are your thoughts? Should we go ahead with this offer?
[MIRROR critical words from customer's concern]. [LABELING EMPATHY]. [Insert ASSURANCE statement].
We still want you to try how great this product. [FEATURES AND BENEFITS]
After reviewing it, we are pleased to inform you that you are not required to return the item(s). We’ve already processed your refund without needing the item(s) back. The refund amount will be reflected in your next billing cycle according to our Refund Policy.
[INSERTREFUNDCONFIRMATION]
Refunds are always processed back to the original payment method you used to buy the order. If the amount doesn’t show up in your bank statement, just wait a bit longer for your next billing cycle. It usually takes up to one full billing cycle for the refund to be officially posted. If the refunded amount doesn’t appear in your next billing cycle, don’t hesitate to reply to this email. We’ll be happy to help you out and make sure the refund is properly credited to your account.
If you have any questions or need anything else, just let us know. We’re here to help!
Thanks again for being a valued customer!