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I understand that you have a package going to the wrong address. I'll be more than happy to check this for you.
VERIFICATION
Authenticated : In order for me to address your concern properly, may I have the email on the account?
NOT Authenticated : (change if nabigay na kay simon ang other info)
To better assist you, may I have the First and Last name, shipping address and order number?
HOLD (to check)
Thank you for providing this information. Please wait 1-2 minutes to check this for you.
IF ALLOCATED May I know the complete shipping address for your order and the new address you would like to send your package?
HOLD (If the CX says thank you)
It's my pleasure to assist you, (cx name).
HOLD (Not done in process)
May I request to put you on hold for additional 1-2 minutes. I'm still checking and working this for you.
I appreciate your patience, I'm almost done processing your (issue).
AFTER CHECKING (explanation)
I understand that we have a package going to the wrong address and I am with you on this. Since the order is already in process, as much as we love to we can no longer have it modified as we only have 30 minutes to make any changes on the order once placed. With this, we have two options to get your order to the correct address.
RESOLUTION
First option, you may place a new order to the correct address, and I will be happy to cover your shipping cost. The authorization from your original order will drop off within 3-5 business days, so you will only be charged for the new order.
Second option is to allow the order to fully process, which may take a few days. Once shipped, you will be notified, you can chat us back so we can file a replacement of available items to your updated address at no additional cost.
Which option sounds best to you?"
COMPLIMENT
Great choice, (CX name)! We sell a lot of these (perfume, bra, panty order CX).
The (CX item) in your order is very popular, (CX name)! they sell fast, so it's good you're snagging yours now!
Love this color (bra, panty in cx order), (CX name)! It's great for this season.
RECOMMENDATION
PANTY
I love the color you chose for this (panty cx order) Great choice! Would you like to check the Logo Cotton Hiphugger Panty, features our signature stretchy logo waistband. Which color or size should I get for you? Here is the link: bit.ly/48G1rvB
BRA
I'm glad to assist you today! Would you like to check our Lightly Lined Smooth Strapless Bra? since it can be worn five different ways for coverage under any top or dress, now with fully adjustable straps. What size or color shall I order for you? Here is the link: bit.ly/3NZpo7F
CLOSING SPIEL
Is there anything else I can help you with today?
Is there any other question or assistance that I may serve you I just wanted to make sure everything is covered before we part ways?
Welcome! I appreciate you allowing me to assist you with (concern of CX). We are delighted to have you as part of our Victoria's Secret family. Have a great day!
Thank you so much for choosing Victoria's Secret and for being our loyal customer, (CX name). I appreciate you allowing me to assist you with (concern). And I hope you enjoy the rest of your day!