EMAIL TRAINING DAY 2

marketplace best buy- transfer it to 3rd party

3rd party market place order-

email font size- Helvetica, 12

Dear Alby,

Thank you for contacting us back.

It saddens me to know that you still have not received your refund. My apologies for the inconvenience this has caused.

I've checked your account and upon investigation, our specialist confirmed that your returned has already been refunded. May I ask if you already double- checked it with your bank? If not, kindly do so as most likely the processing of the credit missed the posting or statement date.

I hope this information has been of assistance to you, Alby.

Thank you for Choosing HP. We appreciate your business.

Best Regards,

Heather Hp Store Email Representative

REPLY TO CX:

Dear Alby,

Thank you for your prompt response.

I appreciate you providing us with a copy of the letter from your bank. Since our warehouse team already confirmed that they have received your return, what I highly suggest is that you contact our Resolution Team.

Please call 888 4448834, Their hours of operation are between 8:00 am- 8:00 PM EST. Monday-Friday. The nature of your concern is something that they will be able to address with you.

I hope this helps.

Thank you for choosing HP, We appreciate your business

Dear Alby,

Thank you for your reply.

We completely understand your frustration and we sincerely apologize for this inconvenience.

I've escalated your case to the appropriate department for further inve4stigation. Once we have an update on your case, we will let you know right away via email.

Please know that we truly appreciate your patience and understanding, Alby.

Thank you for choosing HP. We appreciate your business.

Best Regards,

Heather HP sales representative

HOW TO SEND AN OUTBOUND EMAIL/FOLLOW UP EMAIL

-Click envelop and type hp direct email en -email add of the customer -then click green envelop icon -subject ( HP STORE) -Email link survey is only for first time email -for outbound email we used this greetings ''Greetings'' -normally outbound email only used if there's is a pending request that is for approval.

Outbound Email Greetings:

Dear Customer's Name,

Greetings!

I hope this email finds you well.

NOTE: highlight product name, product number, highlight email phone number or department whenever you are referring them to other department.

before transferring to Third party email should transfer to;

-email -interaction -title of the email -queue: where did you transfer it (special delete)

NOTE: Always click 3 dots every time you reply to cx email so that you can view the previous email history

NOTE: all transferred email should be documented on a tracker or specific file ( transfer audit file)

Dear Sharon,

Thank you for contacting the Official HP Store on Best Buy Marketplace.

I understand that you have requested your order to be refunded. To further assist you with your refund request, can you please provide us with a copy of your return receipt and return tracking number?

Once received, we will then track your return and refund request.

Thank you for choosing HP. We appreciate your business.

Best Regards,

Heather HP Store Email Representative

For third party email- we don't include tips. only for regular customers

Dear Alby,

Greetings!

I hope this email finds you well and safe. This is regarding your return refund or for your laptop order.

To expedite the case investigation, can you please send us a (copy of your billing statement from 09/05/2025 up until the present.) note: this should be highlighted.

Once received, we will have it forwarded to the appropriate department.

Thank you for choosing HO. We appreciate your business.

Best Regards,

Heather

HP

CX REPLY: WHAT BILLING STATEMENT ARE YOU REFERRING TO?

Dear Alby,

Thank you for your reply,

We are referring to your AMEX billing statement where your refund was issued. We just need to confirm

NOTE: for outbound email it should be documented to sterling and dynamics.