Short Ship

ACKNOWLEDGEMENT/ EMPHATHY I apologized that you are having an issue and missing some items in your order package. I'll be happy to look this for you. 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 please verify the full name of the person the order is being shipped to and the shipping address on the order? Thank you for providing the information! Who the pleasure am I speaking with?

ORDER NUMBER IS PROVIDED (Ask for SKU Number instead) X, would it be okay if I asked for the SKU number of your missing items? Please X, would it be okay if I asked what item is missing from your order? Please ORDER NUMBER NOT PROVIDED X, would it be okay if I asked for your order number? Please SKU NUMBER OF MISSING ITEM/S X, could I also get the SKU number of your missing items? Please HOLD 1 Thank you, X. Do you mind holding 1-2 minutes while I check your order? Please SPLIT SHIPMENT Thank you for patiently waiting, X. Upon checking our resources, I see here that your order is in a split shipment. Would it be okay if I asked if you had not received both of your packages? RESOLUTION REPLACEMENT I am sorry that you haven't received the X. I can check if this item is still available for replacement, will that work for you? I understand how frustrating and disappointing it must be to eagerly await your order only to find it missing. In light of this unfortunate situation, I would like to offer you a replacement for your missing items. Will that work for you? HOLD 2 Do you mind holding 1-2 minutes while I process your replacement? Please REPLACEMENT (item not available) Thank you for patiently waiting, X. I apologize, item X is not available for replacement. Since your item is not available, would you like a different color instead? REPLACEMENT (more that 10 items) We regret to inform you that orders containing more than 10 items cannot be processed for a replacement, X. In exchange for your lost package, I would like to offer you a refund. Will that work for you? Items are available I appreciate your patience, X. Our resources show that the X is still available. Should I proceed processing your replacement? Items currently not available Thank you for patiently waiting, X. I apologize, item XX is not available for replacement. I can issue a refund to your account instead. REFUND (if more that 10 items) I understand how frustrating and disappointing it must be to eagerly await your order only to find it missing. In light of this unfortunate situation, I would like to offer you a refund for your missing items. HOLD 2 Do you mind holding 1-2 minutes while I process your refund? Please 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. CLAMS AFTER 60 DAYS X, I’m so sorry to hear about your lost package. I wish we were within the 60 day window that enables us to issue a credit or resend the merchandise. Should you have any concerns with your future orders, please be sure to contact us within 60 days of the order date. 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? 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.