Depending on the Authentication Status and information given to Simone, you can include the first name of the customer on the acknowledgement.

NOTE: MAKE SURE TO ADD ORDER TRANSACTION AND SPECIFY THE AMOUNT OF THE CLAIMED ITEMS IN THE CASE RESOLUTION.
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

LOST PACKAGE - DELIVERED, DID NOT RECEIVE

I'm sorry to hear that your order didn't arrive. Let me look into this for you and assist you from here.

After verifying* 

!!IMPORTANT Always offer a replacement first as resolution.

Please allow me to make this right for you. Since your order didn't arrive, I can check the availability of your items, see if they are in stock, and send you a replacement package for free! I would just like to inform you as well that the replacement may arrive to you within 4-8 business days. Are you fine with that?

You can hold to check the availability and after holding;

Thank you for waiting! I'm delighted to inform you that all of your items are available for a replacement.

I have submitted your request for a replacement. Your replacement package will arrive in 4-8 business days. You will receive an email confirmation within the next business day. Here is the new order number XXXXXXX.

***After the customer acknowledges the resolution, you can insert your compliment and product recommendation. 

Do not forget to include the RECAP (what you have done) in the closing spiel.
EX:

Is there anything else that I can assist you with?
*If the cx says nothing else;

I'm glad that I was able to help you with the _________. Thank you for choosing Victoria's Secret and have a great day, (CXNAME)!

If the customer wants a refund, you may proceed and send the appropriate spiel;

Thank you for patiently waiting. I have submitted your request for a refund. Your refund should arrive in 3-5 business days with the amount of $XX.00. You will receive an email confirmation within the next business day. Here is the new order number XXX.

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SHORT SHIP - MISSING ITEM OR ITEMS 

1 item - 
I'm sorry to hear that you're missing an item from your order. Let me assist you from here.

2+ items - 
I'm sorry to hear that you're missing items from your order. Let me assist you from here. 

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DAMAGED ITEMS - (Same with short ship, please specify how many items were damaged, use "items" or "item" not item/s

I'm sorry to hear about the damaged items we sent you. Let me look into this for you and assist you from here.

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LP WRONG ADDRESS (FULFILLED)

I'm sorry to hear that your order was sent to the wrong address. Let me look into this and assist you from here.