EMPATHY

I sincerely apologize for the inconvenience and frustration this situation has caused. It's certainly not the experience I aim for you to have.	

I'm truly sorry to hear about that. Please accept my sincere apology for any inconvenience this has caused you.	

Your understanding in this matter is genuinely appreciated.	

I see, Alright! Here's what we can do, XXX, Since upon checking here, your order has more than 10 items, we can only process a refund for you. Would that work for you?

Certainly, could you please specify which item you did not receive? 
Additionally, providing its item number would be helpful for further assistance.

(Holding time 1)	

Please give me 1-2 minutes while I check this for you.	

Please give me 1-2 minutes while I process this for you.

(Holding time 2)

Do you mind to hold 2-3 minutes while I check this for you?	

Do you mind to hold 2-3 minutes while I process this for you?

Please give me additional 2-3 minutes while I process this for you. Thank you so much for understanding,