customer wants to check availability of product

check through inventory inquiry
put zip code and product number

order not found

confirm order
confirm if willing to make another order
email address, if yes, there are possibilities that its for another brand
if not, instances that order didn't go through
confirm bank

customer calls about refund not received

check placed holds
say that it will take another 7-10 business days
as we will process it
and thank you for letting us know your problem

YFS (Hold)

tell customer the order is placed in hold
in order to resolve, ask informations regarding customer
tell customer that it will be processed and customer will 
have to call again to settle problems with H&D