Thank you so much for your feedback. Our customer is very important to us. Looking forward to more orders and rest assured that we will continuously improve our services for your great shopping experience. Have a great day!

S - Cx gave positive feedback on the product with 5 stars rate. A - Acknowledged and thanked the customer. H - N/A

Dear customer, thank you for leaving us your comments, rest assured that we will do everything possible to always improve our services. Have a nice day!

-Thank you so much for leaving a rating. It's much appreciated. Please let us know what we can do for you in the future. Have a great day!

S - Cx gave neutral feedback on the product with 3 stars rate. A - Acknowledged and thanked the customer. H - N/A

CHAT MODE:*****

OPEN SPIEL:

Hello! Thank you for Contacting Seller Customer Service. This is Christian and I will be assisting you today.

Different Langauge:

-Hi, I'm using a translator software right now to communicate and help with your concern. I apologize for the incorrect grammar. Thank you for understanding.

ACKNOWLEDGE/EMPATHY:

-We do understand how urgency is this. I just want to make sure that we are on the same page. right?

-Oh no! just to make sure that I got it correct. right?

-Thanks for letting me know and for bringing this concern to our attention. Don't worry I go ahead and check this for you.

-Hi, I would be glad to help you with that. Can you tell me more abour your concern?

-For me to be able to help you with that, may I have the order number, please?

-Thanks for that information you provided with order number. It's a big help.

-Can you give me 2-3 minutes for me to check it?

-Please stay in this line with me. We will resolve this together. Hold on. I'm checking. Thank you.

-Just trust me okay. We will resolve this together. Please stay on the line. I'll be right back in a couple of minutes.

-Hi, hold on. I'm still look into it. Thank you for understanding,

-I do understand that you are having a problem with the package. No worries let me go ahead and help you with that. Please stay with me in this line. Thank you.

-Thank you for confirming. No worries, since you have me in this line, I'm here to help you. Rest assured that I'll do my best to help you. Let me go ahead and check this for you. Please stay on the line with me.

-Oh my, that sounds bad! We apologize for any inconvenience that this might've caused you. I've been a consumer myself and I get your frustration about this. This is not the experience we want for you to have.

-Thank you for providing information. Let me go ahead and check this for you.

-We Understand where you coming from, I've been customer too. I'm here to help you. I assure that we'll resolve this together.

-For me to be able to help you, can I have your order number please?

-Perfect! Thank you for letting me know, let me check my resources for you and for us to resolve this together.

-No worries about that, You'll be refunded.I promise.

-Just to set your expectations, the refund usually takes 7 to 14 working days. The bank process is already included with the said timeframe. And I promise, you'll be refunded and your money will get back to you.

INTERNAL REMARKS:

S- Cx contacted didn't arrive the order. A- Apologized/Acknowledge/informed cx current ordered was delivered in/at mailbox. H- N/a

BACK FROM HOLD:

Thank you for patiently waiting, We apologize that you..

Upon checking here...

Here's we're going to do...

Again, We do apologize for the inconvinients that we've caused you. We assure that It won't happen again.

#Limited Resouce

Here's what I'm going to do since I have limited resources here in my end. For the assurance, I will be submitting a ticket to our escalation department so they can conduct a further investigation. Please keep in mind that the estimated solution time for the investigation will be within 72 hours. Please keep your lines open. Thank you so much for understanding.

ESCALATION:

For us to resolve your concern, I will be submitting a ticket to our escalation department so they can conduct a further investigation. Please keep in mind that the estimated solution time for the investigation will be within 72 hours. Please keep your lines open. Thank you so much for understanding.

BEFORE CLOSING

Great! I just want to make sure that I have resolved everything for you today. Would there be anything else aside from this?

CLOSING SPIEL:

That's good to hear! It's been great time talking with you.

Awesome! I am glad that I am able to resolve your concern for today. I would really appreciate a few minutes of your time to get feedback where you can rate the service from 1 to 5 stars, with 5 stars being the highest. We are hoping for your participation in order for us to improve our services.

If you have any concerns and suggestions, please do not hesitate to contact us. Thank you for trusting us. Again, this is Christian. Have a wonderful day!

Upon checking here on my end since you just order this on September 5, 2023. Your package is in our export customs. I suggest to change that you have to wait your package into local logistic courier to update your address. And you will be notify when your package in the logistic courier.

Upon checking here on my end since you just order this on September 5, 2023. Your package has been completed in our export custom clearance. I suggest to change that you have to wait your package into local logistic courier to update your address. And you will be notify when your package in the logistic courier.

EMAIL TEMPLATE:

Greetings!

Thank you for Contacting Seller Customer Service.

We really appreciate for letting us know about your concern and we do apologize for any inconvenience that this has caused you. I understand that your recived a wrong package and I know that feeling because I'm a consumer too. I'm here to help you with that. However, according to the logistic, your package was delivered in/at mailbox.

Looking forward to your kind consideration and hope it helps.

If you do have any other concerns, do not hesitate to reach us back so we can further assist you.

Have a good one!

Best Regards, Christian Seller Customer Service

S- Cx recieved broken item and provided proof. A- Apologized/Acknowledge/Informed to process "return and refund". H- N/a

========EMAIL MODE

#In Transit status:

We do apologize that your order did not arrive yet. However, upon checking here on my end it's still in transit that the expected delivery date of your order is on September 1, 2023. Also, I wanna inform you that it usually takes 48 hours for order processing after it is placed, and 8-12 days for shipping. Thank you!

For the order, the shipping process may take up to 8-12 days upon placing an order.

I appreciate you waiting for me. I do see here that your order is still In Transit. and the ETA of your order is September 4, 2023

I can also send you the tracking details of your order so you can be able to properly track it on your end.

In Delivered but not recieved Status: (due to invalid address)

We do apologize that your order status was delivered however you haven't recieved your package yet due to invalid address. Here's the best option that I can suggest to you for us to resolve your concern together. You may apply a refund for your order. This is the step you're going to 1. Go to your ""Shop"" page. 2. Click the ""Order"" section at the top of the shop page and go to the ""Order Center"". 3. Go to the ""Order details"" page for your order and request a refund. 4. Select the refund type and tell us the reason for your application (with supporting evidence). 4. Click "Submit". We'll take care of the next! Remember, you have {{90 days}} from receiving your order to request a refund. The refund should be reflected within 7-14 working days.

#Item returned to warehouse:

We do understand where you're coming from and we sincerely apologize that the package you ordered did not received. Upon checking, your package couldn't be delivered and it is returning. No worries, as you will be notified once the return package arrives in our warehouse. Please be informed that the refund will automatically be credited to the payment method you used when you make the order. Nothing for you to worry, as you will be notified once the return package arrives in our warehouse.

And after that we will take care of the rest for you! Just a heads up that you have 90 days from receiving your order to request a refund. And please be informed that the refund will automatically be credited to the payment method you used when you make the order. The refund should be reflected within 7-14 working days.

#Item was sucessfully delivered but haven't recieved. (Correct address)

Questions:

-Have you check your neighborhood and your family members if ever they received your package?

-If the customer can not find the package after checking, apply for a refund only to the customers.

We appreciate you bringing this up to our attention regarding the package that you didn't received but the status says that it is delivered. Upon checking here on your previous interaction I was able to verify that you already tried all the option that the agent gave to you to check if someone received your package.

We really do apologize for the inconvenience that happened. for you to request a refund of your product I highly suggest you response on us with this email and send us a proof for your compensation.

To make your request processed effectively, please follow the steps to submit the refund, and we will process your request as soon as we can once we receive it:

1. Go to your ""Shop"" page.
2. Click the ""Order"" section at the top of the shop page and go to the ""Order Center"".
3. Go to the ""Order details"" page for your order and request a refund.
4. Select the refund type and tell us the reason for your application (with supporting evidence). Click "Submit". We'll take care of the next! Remember, you have {{90 days}} from receiving your order to request a refund.

The refund should be reflected within 7-14 working days.

(give contact information of courier)

Cancelled orders by system.

Greetings!

Thank you for Contacting Seller Customer Service.

We really appreciate for letting us know about your concern and we do apologize for any inconvenience and appreciate your patience while we researched your request. In reviewing the status of your order, please be advised that the order you have placed has been cancelled due to a logistics error. With regard to the refund, the refund of all your orders were successfully process. A full refund will be processed and it will reflected in your account within 7-14 working days.

In addition, In terms of the re-order. I wanna suggest that you can order again anything that you want to order in our shop.

Thankyou!

Looking forward to your kind consideration and hope it helps.

If you do have any other concerns, do not hesitate to reach us back so we can further assist you.

Have a good one!

Best Regards, Christian Seller Customer Service

#SF international shippment.

I advice you and I give you an effective ways to deliver your package on your correct address. You have to wait your package will be on your logistic local courier then you can correct your address once your package will be on your logistic local courier to be delivered in your designated address.

#Expedite Thanks for your patience. Upon checking here, I know that this is an important item for you and you wanted to have it as soon as possible but since the order has just been place, we are unable to expedite the shipping. To give you heads up, the order may take 8-12 days for the shipping process. I hope you understand.

Modifying address by contaacting logistic.

S- Cx contacted haven't receive an order. A-Acknowledged/Apologized/Informed that cx can modify the address by contacting the logistic/Send the contact information and tract number. H-n/a