Hi there! Thank you for calling [Brand Name]. This is [Your Name]. How can I help you today?
We appreciate your patience, and I'm happy to assist you with your order inquiry.
May I please have your name, email address and/or order number for reference?
Can you tell me when you placed the order?
Order Not Found (placed recently): If this was placed just a few minutes ago, it might not be showing up yet. Orders can take 15-30 minutes to appear in the system. Please call us back after that timeframe.
Order Totally Not Found(placed more than an hour ago): We can't seem to locate your order in our system. To investigate further, could you please provide the information associated with your order:
Your first and last name
Last 4 digits of the credit card used
Email address associated with the order
Did you receive an order confirmation with an order ID?
Has your bank charged you already? (We charge upon order creation)
Declined Order: We apologize, but it seems your order was declined due to restrictions from your bank.
Here are some options:
Contact your bank for assistance regarding the restriction, and let them know that you are authorizing this transaction with [Brand Name]
In the meantime, you can try placing the order again using a different card. We accept Visa, Mastercard, and Amex.
You can also try a different browser or wait a few minutes and try again.
( Briefly summarize the resolution you discussed.)
Do you have any other questions about your order or anything else I can help you with today?
Thank you for calling [Brand Name]. We appreciate your business. Have a wonderful day!