Lost Package

ACKNOWLEDGEMENT/ EMPHATHY I apologized that you are having an issue and haven't received your package. I'll be happy to look this for you. LOST PACKAGE (APARTMENT)

VERIFICATION

NO DETAILS

In order for me to address your concern properly, may I have the full name, email address and shipping address on your order? I have looked into the (item name and share 1-2 description) Great choice! Upon checking, tracking number shows it was delivered on 7/11 Oftentimes, packages may be mistakenly delivered to a neighbor's house or held at the building's front desk or admin. Have you already check with your neighbors or building management to see if they have any information or if the package was left with them?

AUTHENTICATED In order for me to address your concern properly, may I know who I am speaking with?

NOT AUTHENTICATED In order for me to address your concern properly, may I please verify the full name of the person the order is being shipped to and the shipping address on the order? Moving forward, you may try our Buy Online and Pick-Up option or contacting the carrier once you have received the tracking information to set your delivery references which will help you to avoid lost packages. Thank you for providing the information! Who the pleasure am I speaking with? ORDER NUMBER NOT PROVIDED X, would it be okay if I asked for your order number? Please LOST

PACKAGE (RESIDENTIAL) PROBING QUESTION I see that your package was delivered on X. Is it possible that someone in your household, or a neighbor could have accepted the package? I have looked into the (item name and share 1-2 description) Great choice! Upon checking, tracking number shows it was delivered on 6/29 Have you checked any places where the courier can leave the package to secure delivery? Oftentimes, packages may be mistakenly delivered to a neighbor's house do you happen to see if they have any information or if the package was left with them? Would you mind me asking if you have asked or checked the package with your family or neighbor. Or checked the garage or the mail box as well? Please Thank you for this information, X. Moving forward, you may try our Buy Online and Pick-Up option or contacting the carrier once you have received the tracking information to set your delivery references which will help you to avoid lost packages. HOLD 1 Thank you, X. Do you mind holding 1-2 minutes while I check your order? Please SPLIT SHIPMENT Thank you for patiently waiting, X. I have checked here and I see here that your order is in a split shipment. Would it be okay if I asked if you had not received both of your packages? RESOLUTION REPLACEMENT I am sorry that you haven't received the package. I can check if your items are still available for replacement, will that work for you? Freight Forwarder Addres I understand how frustrating and disappointing it must be to eagerly await your order only to find it missing. In light of this unfortunate situation, I would like to offer you a replacement for your lost package. Will that work for you? I am sorry to hear that your package did not arrive to your shipping address. When reviewing your tracking information, we show that your package was delivered to a Freight Forwarder address on xx/xx. I am so sorry that we are unable to process a claim or refund for your order. We ask that you reach out to the Freight Forwarding company for further support. HOLD 2 Do you mind holding 1-2 minutes while I process your replacement? Please REPLACEMENT (item not available) Thank you for patiently waiting, X. I apologize, item X is not available for replacement. Since your item is not available, would you like a different color instead? REPLACEMENT (more that 10 items) We regret to inform you that orders containing more than 10 items cannot be processed for a replacement, X. In exchange for your lost package, I would like to offer you a refund. Will that work for you? Items are available I appreciate your patience, X. Our resources show that the X is still available. Should I proceed processing your replacement? Items currently not available Thank you for patiently waiting, X. I apologize, item XX is not available for replacement. I can issue a refund to your account instead. REFUND (if more that 10 items) I understand how frustrating and disappointing it must be to eagerly await your order only to find it missing. In light of this unfortunate situation, I would like to offer you a refund for your lost package. HOLD 2 Do you mind holding 1-2 minutes while I process your refund? Please PROCESS REPLACEMENT Thank you for patiently waiting, X. I have successfully processed the replacement and you will be able to receive a confirmation within an hour. Your package is expected to be delivered in no later than X. Here's your reference number X. REFUND Thank you for patiently waiting, X. I have successfully processed your refund and the refund total is $. You will receive a confirmation within an hour, and the refund will reflect back on your account within 3-5 business days. Here's your reference number X. REFUND & REPLACEMENT Thank you for patiently waiting, X. I have successfully processed the replacement and a refund to your account. Your refund total is $ and you will be able to receive a confirmation within an hour. Your package is expected to be delivered in no later than X. Here's your reference number X. CLAMS AFTER 60 DAYS X, I’m so sorry to hear about your lost package. I wish we were within the 60 day window that enables us to issue a credit or resend the merchandise. Should you have any concerns with your future orders, please be sure to contact us within 60 days of the order date. insert compliment & recommendation here CLOSING CLOSING (QUESTIONS) Thank you so much, X! Is there anything else that I can help you with today? You're welcome, X! Is there anything else that I can help you with today? REPLACEMENT Thank you so much for choosing Victoria's Secret and for being our loyal customer, X. I appreciate you for allowing me to assist you with your replacement. And I hope you enjoy the rest of your day! REFUND Thank you so much for choosing Victoria's Secret and for being our loyal customer, X. I appreciate you for allowing me to assist you with your refund. And I hope you enjoy the rest of your day! CLOSING (GENERAL) Thank you for choosing Victoria's Secret and for giving us the opportunity to serve you, X. We will continue to work hard to improve our processes and provide you with the exceptional service you deserve.