Spiel · Offline Notepad

ACKNOWLEDGEMENT

I'm happy to assist you with your product inquiry.

I apologize that you haven't received the email confirmation regarding your order. Let me check and assist you today.

I understand that you'd like to take advantage of the offer code! Let me look into this for you, and please know that I'm here to help you!

I understand your concern about your pickup order. I'm happy to assist you today!

I understand that you need assistance to check your order status. I'll be glad to assist.

I apologize for the confusion on the order total and for not receiving an email confirmation. Let me check and help you today.

VERIFICATION

Before we proceed, may I have your full name, full shipping address, and phone number on your order?

Before we proceed, may I have your full name, full shipping address including the country and postal code, and phone number on your order?

May I verify who I am speaking with?

ORDER MODIFICATION

I understand that you wish to change the xxx. I'll be happy to check the status of your order and see if we can still make changes.

It looks like I can make changes to the order! May I have the item number of the item you would like to add? The item number starts with the number 2. Ex. 23456789.

I have successfully changed the (item name). You will receive an updated email within one hour. You should receive this order no later than xxx.

RELEASED STATUS: I have checked your order, and I wish I could change the order for you. We only have a short window after an order is placed to make changes or cancellations, and that timeframe has already passed. The order is now being processed and prepared for shipment. However, I would be happy to place a new order honoring the same price and waive the standard shipping charge for you!

We do offer free returns for your convenience. Once you receive the order, you’re welcome to return it for a full refund. The easiest way is to visit your nearest store, but you can also create a free return label using this link: (https://bit.ly/3odjUrI).

LOST PACKAGE

I'm sorry to learn that you haven't received your package. I will be more than happy to check and assist you today.

I have checked it here, and it appears that your order is in a split shipment. May I ask if you had not received both of your packages?

XXX, according to our records, it was delivered on 02/XXXX/2026. Could it be that someone in your household or a neighbor received the package?

I’m really sorry that your order never arrived. This is not the experience we want you to have with us. I’d be happy to check availability and arrange for a replacement. We can have it delivered within 3-6 business days—does that work for you?

My only request is in the event you receive your original package, you should keep the replacement order and return the original package online or in store.

Thanks for patiently waiting, XXX! I've successfully submitted the request for replacement. Your replacement package will arrive in 3-6 business days. You will receive an email confirmation within the next business day. Here's the new order reference number: xxx.

NO STOCK: Upon checking, I found that the items in your order are no longer available in any colors or sizes. Would you prefer a refund instead?

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

MISSING ITEM:

I’m sorry to learn that you are missing an item from your order. I’ll be more than glad to check and assist you today.

May I ask for the item number of the missing item? The item number starts with the number 2. Ex. 23456789.

I’m really sorry that we left an item out of your package. This is definitely not the experience we want you to have with us. I’d be happy to check availability and arrange for a replacement. We can have it delivered within 3-6 business days—does that work for you?

NO STOCK: Upon checking, I found that the item is no longer available in any colors or sizes. Would you prefer a refund instead?

OFFER CODES

I am sorry you are having trouble redeeming the offer; it's been super popular today. I'll be happy to help you get that deal!

What is the offer code you are redeeming today? When you enter the offer code online, do you see an error message?

HOLD SPIELS Just checking in. Are we still connected?

It's been a few minutes since I've heard from you. If you need additional assistance, please chat back in or call us at 1-800-411-5116. Thank you so much for choosing Victoria's Secret! Have a great day!

3 TABS Do you mind holding for a moment while I check your order?

I'm so sorry for the wait! I'm still working on your order. I'll be back in about in a moment.

Thank you for waiting. I am still here, and I am still processing the request. Apologies for keeping you waiting. May I place you back on hold for another moment?

You have been so patient with me! I'm just about done with you processing your order. Thank you so much for letting me fix this for you!

CLOSING

My pleasure to assist you! Is there anything else I can help you with today?

If there are no additional questions, I'm so glad we were able to xxx! Thank you for choosing Victoria's Secret! Have a great day, xxx!

IF THE CUSTOMER HAS A PROBLEM IN THE FOLLOWING:

We're sharing your feedback with…

General- Internal Teams or Appropriate Teams

Product Request- Merchandising Team or Design Team

Store Experience- Store Leadership Team

Offers & Promotions- Marketing Team

Quality Issue- Quality Assurance Team

Order Issue- Fulfillment Teams

Liability Issue- Enterprise Team