Offline Notepad View raw

Shared snapshot

CHAT SUPPORTS

To proceed, I will need to send you a follow-up email requesting your shipping address. Please reply to that email, and I will be happy to assist you further.

If an unregistered kit and needs a replacement, okay lang if via chat mag verify ng shipping address (as long as 3 order details are verified)

If registered kit and needs a replacement, advise cx (via chat) that we'll be sending a f/u email for the best shipping address. (regardless if verified)

If needs a replacement and requesting to be shipped to a different address, move to email

My sincere apologies for the delayed response. We are currently experiencing a high volume of inquiries.

Opening Spiel

Hi! Thanks for contacting us.

I would be happy to assist you. Can you please provide me with additional information about your inquiry?

I understand that you are in need of an update with the status of your sample. No worries, I can check on it for you to give you an update.

To make sure that I will be checking on the correct account, may I know are you currently logged in to your account?

Thank you, allow me a minute to check on it.

May I please have your account email address?

Thank you for patiently waiting

I have checked the

Thank you for clarifying your concern!

Yes, this delay occurs and this is a normal process. However, we are glad to put your case on hold so we can have it monitored and we'll be sending you a follow-up email whenever there is progress with your sample so that we can give you an update.

Rest assured that your sample will still be delivered to the lab. It may just happen that there is a delay that happens.

I may not have a specific time frame on this, I hope you understand that I also just do not want to provide you any false hope that's why we'll have this monitored first.

Thank you so much. I appreciate your patience and understanding during this matter and we'll keep you posted as soon as possible.

We would like to provide you with an update regarding the sample you sent in.

I appreciate you reaching out to us about the kit you sent in unregistered. I will be glad to assist you from here.

I understand that you are having trouble trying to register the barcode kit number. I appreciate your time bringing this to our attention and I will be glad to assist you from here!

No worries, I'd be happy to look into that for you.

Please let me know if there's anything else I can help you with.

This is a follow up from 23andMe regarding your recent chat with us.

It looks like you navigated away from the chat before we could assist you.

For the meantime, is there anything else that I can further assist you with aside from that?

Thank you for bringing this to our attention. To make sure that I will be assisting you correctly,

= I'd be happy to send you a follow-up email regarding your replacement kit.

Thank you for your understanding and patience during this matter. Is there anything else I can help you with?

~ Thank you for patiently waiting Thank you for bringing this to our attention.

If you are unable to provide the needed information right now, I am going to send you a follow-up email for further assistance.

Thank you for this information, please allow me a minute to check on it.

Thank you for patiently waiting.

Thank you for providing more information to your concern.

One moment while I catch up on the conversation so far.

One moment please, while checking your information.

Thank you for verifying your account.

Thank you for providing this information. Hold on while I'll check this one out.

No worries, I can check it for you.

Alright! Thank you for providing this information.

One moment, while checking your logging information.

Perfect! I'll be sending you a follow-up message addressing your concern. Do you have any additional questions for me?

I'm sorry to hear that you haven't received your order. No worries, I can check on it for you.

= For you to avoid further inconvenience I would be happy to send you a follow up email with instructions on how to register your kit.

Thank you! One moment please while I process your replacement.

Before I close this chat, do you have any additional questions for me?

Before I close this chat and escalate your concern to our specialized team, do you have any additional questions for me?

(LOG IN/ LOG OUT)

If you are currently logged in, please log out and log back in so that I can verify your identity as the account owner.

If you are already logged in, please log out and log back in so that I can verify your identity as the account owner.

In this case I need you to log out and log back in again please.

In this case I need you to log out and log back in again please. Please make sure that you click the log out or sign out please.

Could you please do it again. I appreciate your patience during this process.

Would you mind to logout then re login as your login info is not showing on our system.

I apologize for the inconvenience. As your login info is not showing on our system.

One moment, while checking your logging information.

The system we use to access customer information is currently down.

I sincerely apologize for this inconvenience as your login info is still not showing on our system. The tools that were used to verify your account are not working but no worries. I'll be happy to send you a follow up email regarding your concern.

Please let me know once you've logged in and I'll verify on my end. Thank you!

ASSURANCE

The best person to speak with regarding your concern is our specialized team, rest assured that all of what we have tackled over chat will be forwarded to them.

The best person to speak with is our specialized team, rest assured that all of what we have tackled over chat will be forwarded to them.

Rest assured that you will receive a follow up email as soon as possible.

We are currently experiencing a high volume of inquiries.

I do apologize for this inconvenience, I understand that you have been waiting to get your results soon. We will do everything in our hands to handle the timeframe given properly.

After this chat I'm going to send you a follow-up email that contains the information

I'd be happy to look into that for you. Please give me a few minutes.

Perfect! Thank you for authorizing me to view your information on your account.

I see, please let me check this information for a minute or two

It appears that we are receiving a high volume of same concern as yours

I will be placing this concern on hold for one week for further investigations and I will send you a follow up email

I'll place your concern on hold and monitor your kit for one week for further investigation on what seems to be the problem with your kit.

I can go ahead and have your issue escalated instead to our specialized team so that they can further assist you with your concern/inquiry

It seems that my colleague already sent you a follow-up email, please try to check your email inbox and reply to her email.