I understand that you would like to exchange the items you ordered. Let me look into this for you and assist you from here.

NOTE: Specify how many items the customer would like to exchange.

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Review the conversation with Simone so you'll know what size you will place for the customer.

ADD THE ORIGINAL ORDER NUMBER TO THE ORDER TRANSACTION AND ENTER THE SKU OF THE ITEMS SHE IS EXCHANGING IN THE VOC COMMENTS.

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Ask for the original order number if not sent to Simone and verify the order.
 
After verifying;

You can return/exchange your items at your local Victoria’s Secret store in the US. You can also make your return by mail and receive your refund within 14–21 business days. If you make your return within 30 days, you will receive your refund back to your original form of payment, and if you make your return after 30 days from the shipped date, you will be refunded in the form of an eGift Card. You are able to print a free return label to do this at https://www.victoriassecret.com/us/account/orders/returns

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I will be glad to place a new order for you, honor the same prices, and waive the shipping fee. Will that work for you?

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Before placing the order, let the customer know that we only accept Credit Cards/VS Cards when placing orders through chat.

EX: Before I set up the new order, may I ask what payment method you would like to use? Our online payment link through chat only accept credit cards and VS Credit Cards.

You can then place the customer on hold to place the new order.

Alright! Kindly allow me 1-2 minutes to set up your new order.

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After adding the items, remember to PRICE MATCH and WAIVE THE SHIPPING using the PENCIL ICON and send your COMP/RECO SPIEL before sending the PAY-BY-LINK.

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SENDING PAY-BY-LINK GUIDE:

 I am sending a secure link in this chat for you to add your credit card information. Your order total is $XX.XX Here is the link: (send link here)

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I would appreciate if it you could add your payment information, within 2 hours. If you payment is not added within that timeframe, your order will cancel. Once your payment is complete, you will get an order confirmation email within the hour and a shipping confirmation when your order ships out. Your order number is XXORDERNOXX and it will arrive to you by ETAXX/XX.

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After sending the payment link, depending on her response, you can send your recap.

Is there anything else that I can help you with?

I'm glad that I was able to help you with the exchange. Thank you for reaching out to Victoria's Secret! We appreciate you for being a loyal customer. Take care and have a great day, CX NAME!