Order Status

ACKNOWLEDGEMENT/ EMPHATHY Thank you for reaching out about your order! I will be happy to check your order status.

VERIFICATION NO DETAILS In order for me to address your concern properly, may I have the full name, email address and shipping address on your order?

AUTHENTICATED In order for me to address your concern properly, may I know who I am speaking with?

NOT AUTHENTICATED In order for me to address your concern properly, may I have the full name and shipping address on your order? Thank you for providing the information! Who the pleasure am I speaking with?

ORDER NUMBER NOT PROVIDED X, would it be okay if I asked for your order number? Please

EMAIL ADDRESS X, would it be okay if I asked for your email address? Please

HOLD 1 Thank you, XX. Do you mind holding 1-2 minutes while I check your order? Please

ALTERNATE EMAIL/PHONE X, would it be okay if I asked if you have an alternate email address or phone number? Please

UNABLE TO LOCATE Thank you for patiently waiting, XX. After thoroughly searching our records with the information you provided, we regret to inform you that we have been unable to locate the order you placed within the last 90 days. We have also reviewed the information you provided regarding the order, and we were unable to locate it using those details as well. We have exhausted all possible resources in our attempt to find your order, but it seems to have slipped through the crack.

CUSTOMER INSISTING THAT SHE WAS CHARGED FROM THE ORDER

We strongly recommend reaching out to your bank institution to verify if there have been any charges on your card related to this order. They may be able to assist you in locating the order or provide further information on any transactions made. We really appreciate your understanding.

RESOLUTION NO EMAIL CONFIRMATION RECEIVED

Thank you for patiently waiting, X. Upon checking our resources, your order is already in process and is expected to be delivered in no later than X. Here's your reference number X.

DELIVERED (Not Eligible for Lost Claim) X, I apologize and really wish you had your package. Even though it shows delivered, it could still arrive later today. We ask our customers to wait two full business days because we have found that in most of these cases, the original package arrives within the next business day or two and that's faster than I could have a replacement package delivered. If it doesn't arrive by the end of X, please give us a call the following business day and we will be happy to send a replacement package to you. We really appreciate your understanding.

IN TRANSIT SCANNED

X, I apologize and really wish that your package had arrived by the expected delivery date. I see from the tracking information that it is in transit to you. It was scanned today. Congestion and the carrier network may result in a one to three day delay for packages. Since it's on its way, my best advice is to allow an additional day as long as the package is still moving. That will get it to you faster than I could have a replacement package delivered. We really appreciate your understanding.

IN TRANSIT/ NO MOVEMENT REPLACEMENT X, I apologize and really wish that your package had arrived by the expected delivery date. I see from the tracking information that the package hasn't been scanned in a couple of days, so we can make things right. Would it be OK if we replace the order for you? We could have it to you within 4 to 8 business days.

IN TRANSIT/NO MOVEMENT/ REFUND X, I apologize and really wish that your package had arrived by the expected delivery date. I see from the tracking information that the package hasn't been scanned in a couple of days, so we can make things right. Would it be OK if we refund the order for you?

PROCESS REPLACEMENT

Thank you for patiently waiting, X. I have successfully processed the replacement and you will be able to receive a confirmation within an hour. Your package is expected to be delivered in no later than X. Here's your reference number X.

REFUND Thank you for patiently waiting, X. I have successfully processed your refund and the refund total is $. You will receive a confirmation within an hour, and the refund will reflect back on your account within 3-5 business days. Here's your reference number X.

REFUND & REPLACEMENT

Thank you for patiently waiting, X. I have successfully processed the replacement and a refund to your account. Your refund total is $ and you will be able to receive a confirmation within an hour. Your package is expected to be delivered in no later than X. Here's your reference number X. insert compliment & recommendation here

CLOSING CLOSING (QUESTIONS) Thank you so much, X! Is there anything else that I can help you with today?

You're welcome, X! Is there anything else that I can help you with today?

STATUS Thank you so much for choosing Victoria's Secret and for being our loyal customer, X. I appreciate you for allowing me to assist you with checking the status of your order. And I hope you enjoy the rest of your day!

REPLACEMENT

Thank you so much for choosing Victoria's Secret and for being our loyal customer, X. I appreciate you for allowing me to assist you with your replacement. And I hope you enjoy the rest of your day!

REFUND

Thank you so much for choosing Victoria's Secret and for being our loyal customer, X. I appreciate you for allowing me to assist you with your refund. And I hope you enjoy the rest of your day!

CLOSING (GENERAL)

Thank you for choosing Victoria's Secret and for giving us the opportunity to serve you, X. We will continue to work hard to improve our processes and provide you with the exceptional service you deserve.