Hi there! Thank you for calling [Brand Name]. This is [Your Name]. How can I help you today?
I'm happy to assist you with your order inquiry.
May I please have your name, email address and/or order number for reference?
(Unfulfilled and within TAT): Great! Your order [Order Number] is currently being processed and will be shipped within 1-8 business days, excluding weekends. You'll receive a confirmation email with tracking information once it ships.
(Unfulfilled and beyond TAT): Thanks for your patience, [Customer Name]. We're experiencing some delays due to high order volume and COVID regulations. Your order is still being prepared for shipment, and you'll receive a confirmation email with tracking information as soon as it goes out.
(Unavailable Upsell Item): I apologize, but one of the items in your order, [Upsell Item], is currently out of stock due to high demand. We expect it back in a few weeks, but can't give an exact date due to supply chain issues. We'll remove the item, ship the rest of your order today, and issue a refund for the missing item within 1-10 business days.
(Stuck in Confirmed/Label Created Status): Our apologies, [Customer Name]. There seems to be an issue with your order shipment. We'd like to learn more about this to improve our service. Would you still like to receive your order? We can reship it or issue a full refund.
(Order Not in SHiphero): We sincerely apologize, [Customer Name]. It appears there was a packing error with your order. We stand by our Satisfaction Guarantee and would be happy to re-process the shipment or issue a full refund. Please let me know which option you prefer.
( Briefly summarize the resolution you discussed. If a refund has been processed, reiterate the standard crediting timeframe. Otherwise, remind about the standard timeframe for fulfillment or shipping. The second one is also applicable if we processed reshipment or manual Shiphero order creation)
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!