WHERE'S MY ORDER? (WISMO)
“I can see your order has shipped and is now On its Way. You may continue to monitor your shipment through UPS.com using your tracking number: , a delivery date will be available once UPS identifies one on their page. “
“Great news! Your package is expected to be delivered on (date).
“Thanks for reaching out! Your order has shipped and I've included the information below so you can track it right to your door.
Order:
Tracking Link: “
“Thank you for reaching out! Your order # has been received and we are working on getting it shipped out.
Our processing time before an order ships is 1-3 days. We will email you a confirmation once it ships and that will include tracking information as well.
If you have any questions in the meantime, please don't hesitate to reach out.”
“As of now, we are unable to provide you with an exact delivery date due to a number of factors that we need to consider, one of which is the time consumed for sorting and packaging of orders. Please allow us a few days to see movements in your order status. You may continue to track your shipment using your tracking number xxxx until UPS identifies a delivery date on their website.”
“Stocks for the unit were just replenished on (date) and I’m happy to say that we’ve just received confirmation from the warehouse that this will be shipped out (date). In the meantime, you may continue to track your order at the UPS website with tracking ID:”
LOST / MISSING OR DAMAGE PACKAGE
“I am sorry to hear that you have not received your order yet. I checked your order and it shows that it has been delivered.
I will coordinate with the carrier while you can also check your local post office. There are times that tracking shows an item is delivered but it doesn't get dropped off until the next day or so. If you still haven't received the item in 3 business days please let me know.
In the meantime, please don't hesitate to reach out if there is anything else we can help with.”
MUST BE STUCK
“Sorry to keep you waiting on your MA-xxx. We understand the urgency of the situation given the global crisis we are facing.
We have started shipping out MA-XXX, may we ask that you kindly give us until (provide a time frame approved by POCs/Lead) to ship your order? I will personally check on this and if I do not see any movement by then, I will get in touch with an update.
Again, we are sorry for the delays and we're hoping for your kind understanding in these trying times.”
UPS FILE A CLAIM : LOST PACKAGE
“Thank you for getting this to our attention and we're sorry to hear that you've yet to receive your package after all this time.
I took a look at this and saw that it was delivered to the address provided on your order on (enter date of delivery), attached is the proof of delivery for your reference. Please provide your complete shipping address so we may verify from our end.
May I also ask if you've already filed for a UPS claim for this incident? Is it also possible to review your CCTV on the delivery date (if you have one)?
We apologize for the inconvenience, we just need to exhaust all means in finding the package before we can send a replacement.
We will circle back for your response, rest assured that we will do our best to resolve this the soonest. Thank you and stay safe!”
UPS FILE A CLAIM : IF APPROVED TO SHIP A REPLACEMENT
“We will be shipping a new MA-xxx, and it should arrive within 7-10 business days.
We hope you will allow us to serve you again soon.”
“We will ship a replacement at no additional cost to you.”
“We will get a replacement item shipped out to you asap.”
DELAYED SHIPMENT
“We are sorry your order is taking so long to arrive! Your order has shipped, however, and is currently in-transit with USPS so you should receive it within the next few days. Here is the tracking number: [insert UPS tracking number] according to it, your order is due to arrive on [insert the new estimated arrival date]. Please accept our apologies again for the inconvenience and let us know if there’s anything else we can do to assist you.”
BUYER'S REMORSE
“We’re sorry that you weren’t completely satisfied with your purchase.
If the item arrived not as described (or was damaged in any way), then we would be happy to get you a replacement sent out asap.
If you could please let us know more about why you were not satisfied, we will do our best to address your concerns. We strive to create top-of-the-line products that our customers love, and we want you to be satisfied with everything you purchase from us.
Please let us know how you would like to proceed and our apologies again that you weren’t completely satisfied.”
IF CUSTOMER REQUESTED FOR A REFUND ONSET
“We’re sorry that you weren’t completely satisfied with your purchase.
If the item arrived not as described (or was damaged in any way), then we would be happy to get you a replacement sent out asap.
If you could please let us know more about why you were not satisfied, we will do our best to address your concerns.
Or, if you would like to proceed with a refund, then of course we can do that for you right away. We strive to create top-of-the-line products that our customers love, and we want you to be satisfied with everything you purchase from us.
Please let us know how you would like to proceed and our apologies again that you weren’t completely satisfied.”