Script

WELCOME Hello! Thank you for choosing Harry and David. My name is Mike, and I will be happy to assist you. Please give me a moment to review your chat with the virtual assistant.

Hello! Thank you for choosing Wolferman's Bakery. My name is Mike, and I will be happy to assist you. Please give me a moment to review your chat with the virtual assistant.

Hello! Thank you for choosing Vital Choice. My name is Mike, and I will be happy to assist you. Please give me a moment to review your chat with the virtual assistant.

HOLD Thank you for patiently waiting and so sorry for the long hold May I have the order number please? May I have you phone number associated on the order please?

PRODUCT INQUIRY Thank you for contacting us. I appreciate your interest in our products.

Thank you for contacting us. I appreciate your interest in our products. I would be glad to check that item for you.

STATUS CHECK I appreciate your time to keep track of your order from us. I sincerely apologize for the inconvenience. I'll be happy to check your order and provide you with the most updated status.

QUALITY ISSUE Thank you for letting us know about the condition of the gift that you/your recipient received. I sincerely apologize that the gift arrived SPECIFY THE CONDITION OF THE ITEM and failed your expectations. Let me pull up your order and get a replacement for you.

Thank you for reaching out to us. We apologize for your dissatisfaction with SPECIFY THE COMPLAINT. I would be glad to check on that and make amends with you.

DELIVERY ISSUE I am so sorry that your order did not meet your expected delivery date due of our unexpected shortage, let me check on your order and check what is the best thing that I can do to reach your satisfaction.

TRACKING as per checking, your order was entered our shipping process /successfully delivered To check your tracking details via FedEx website please visit this link:

VERIFICATION For verification purposes, may I please confirm your full name and address?

THANK YOU VERIFYING Thank you for providing this information. Let me access your order and review it for you. Please allow me a moment.

TRANSFER Thank you for patiently waiting and so sorry for the long hold, Upon checking here, your order is from one of our sister brands and I'm afraid that I only have limited access here on my end. In order to resolve your issue to complete satisfaction today, I would like to transfer you to one of our qualified 1800flowers.com specialists who would be able to assist you. Would that be okay?

Thank you for patiently waiting and so sorry for the long hold, Upon checking here, your order is from one of our sister brands and I'm afraid that I only have limited access here on my end. In order to resolve your issue to complete satisfaction today, I would like to transfer you to one of our qualified Cheryl's Cookies specialists who would be able to assist you. Would that be okay?

Thank you for patiently waiting and so sorry for the long hold, Upon checking here, your order is from one of our sister brands and I'm afraid that I only have limited access here on my end. In order to resolve your issue to complete satisfaction today, I would like to transfer you to one of our qualified Fruit Bouquet specialists who would be able to assist you. Would that be okay?

Thank you. Please stay on chat while I transfer you. have a good day!

WANTS TO CALL I know where you are coming from and how difficult it has been for you. I am here to assist you and provide the best possible outcome to your issue. However, you may send an email to service@harryanddavid.com or you can call us at 800-547-3033. We are open 24 hrs to assist you.

PROCESS REPLACEMENT Thank you for your understanding. I will process the replacement order now. Please stay on chat.

WINE SPECIALTY I do apologize for that, as per checking, your order has a wine inclusion. we ask you to reached out with our specialty dept at 800-335-7336.

PAYMENT ISSUE We are very sorry. We were unable to process your purchase because we could not obtain authorization or approval for the bankcard charge. Please verify the bankcard or provide a different bankcard for payment.

I do apologize for that, as per checking, your order has a wine inclusion. as much as I want to help you however I only have limited access on your order. we ask you to reached out with our specialty department at 8003357336.

OUTBOUND CALL Hi! This is Matthew calling from Harry & David, I am calling you back at your request. But first, let me inform you that this call is maybe monitored for quality assurance purposes. How may I help you?

TRANSFER Upon checking here, your order is from one of our sister brands and I'm afraid that I only have limited access here on my end. In order to resolve your issue to complete satisfaction today, I would like to transfer you to one of our qualified xxxxxxxx specialists who would be able to assist you. Would that be okay?

TSP And for calling in today, we have our amazing and wonderful Classic Moose Munch Popcorn $14.99/ Peach Gardenia Room Scent Gift $29.99, would you like this one to treat yourself or someone else?

FURTHER ASSISTANCE Since your satisfaction is very important to us and we value our customers’ needs, I would like to ask if there is anything else I can assist you with.

CLOSING Once again, this is Matthew from Harry and David, thank you for doing business with us. Its been a pleasure speaking with you. Have a wonderful day ahead. Thank you for contacting us.

PENDING AUTHORIZATION?DOUBLE CHARGES Thank you for patiently waiting. I attempted to locate an order using the details you provided. The charge you are seeing is a pending authorization. Authorization holds typically take 3–5 business days to be released, depending on your financial institution. If the hold has not been removed after this period, please follow up directly with your bank or card provider.

Please accept our apology. We have searched our system and have verified that we only have one order for you for a total charge of $[Dollar Amount]. However, two pre-authorizations were made to your bank card. The duplicate pre-authorization will drop off within 5-10 business days, and only one final charge will be applied to your account.

You are very much welcome. We appreciate you choosing Harry & David for your gift-giving needs and hope this explanation was helpful. Is there anything else I can help you with?

Your satisfaction is very important to us. If we may be of further assistance, please let us know."

You are very much welcome. I hope you are extremely satisfied with the service that I've provided today. At the end of this chat, you will receive a survey link asking you to rate your experience with me and Harry and David. Please click the link that will appear at the bottom of this window when this chat ends. Thank you for choosing Harry and David and I wish you and your family a wonderful, prosperous and blessed New year!

To view the coupon codes that are currently active on our website, please visit our Coupon Code Center here: [CouponCenterLink: https://www.harryanddavid.com/h/view/harry-david-coupons, https://www.wolfermans.com/w/view/wolfermans-coupons]

We also highly recommend that you sign up for our Emailed Promotional Offers that we send out regularly, as there are many deals provided that you might not otherwise have access to. You can sign up for emails on our website [HowToSignUP: at https://www.harryanddavid.com/h/emailsignup, homepage in the bottom right corner under ""Sign up for exclusive offers""]

Another great way to save is our Celebrations Passport. This program allows you to have [Passport_Benefits_for_Brand: free 2-day delivery, flat rate shipping of $10 per recipient] for one year for a membership fee of $29.99. It applies to all [Company_Names: Harry & David, Wolferman's Bakery, Stockyards] items except for wine gifts and clubs. It also provides discounts for overnight and exact-day delivery and eliminates the surcharge for gifts to Alaska, Hawaii and PO Boxes. The Passport provides delivery charge reductions with all our Celebrations Family of Brands including 1-800-Flowers, Cheryl’s Cookies, The Popcorn Factory and more.

To order your Passport, please visit our website at [Passport_Link: https://www.harryanddavid.com/passport-harryanddavid, https://www.wolfermans.com/passport-wolfermans]

Your satisfaction is very important to us. If we can be of further assistance, please let us know."

Upon checking, there was a delay in delivering the item that you selected. My apologies for what happened. For its delay. Please allow me to process a refund of the shipping charge you paid on this order and I will expedite the delivery. In addition, I hope you will allow me to send an apology letter to the recipient for its delay. Would that be fine?

We can definitely cancel the Passport membership. This can only be processed by our Loyalty Dept. For further assistance, please call our Loyalty Dept. at 800-961-2036 or email them at PassportMembership@1800flowers.com. They will be opened 7am-10pm Eastern time, 4am-7pm Pacific time, 7 days a week.

"Thank you for your order.

Please accept our apology. Due to an unexpected shortage, the [ItemName] that you ordered for [RecipName] is not available to arrive by the original date requested. The soonest the item can be expected to arrive by is [Arrive-ByDate].

We will be happy to arrange for a different gift to be sent (such as our [Suggestion_Hyperlink] or we can arrange to ship the original item as soon as it is available. Please reply to this email with your preference or call our Customer Service Department at [Phone Number: 1-800-547-3033, 1-800-999-1910, 1-888-845-4111] and refer to order number [OrderNumber].

We apologize for any disappointment this may cause and appreciate your understanding. We look forward to hearing from you."

Thank you so much for raising us your concern. I understand that you were charged on your membership auto renewed and you already cancelled it. As much that I want to help you on this, I am afraid that I have only limited access on that. For your convenience and better service you may contact our Loyalty Department at 800-961-2036 or you may send us an email at PassportMembership@1800flowers.com

Harry & David order#

wonderful bakers best basket include 29.99 light size RRP 29.99 I am done processing the redelivery of the order. The delivery date will be by 11/20/2024. And just to make up on this inconvenience I will issue a 20% discount that you can use on your future order. The details will be send to your email address deidrekilianhw@gmail.com

EMPATHY BILLING / ORDER CHANGE/NOT RECEIVING ORDER CONFIRMATION & OTHER ISSUES

DUPLICATE CHARGES I’m very sorry to hear that you were charged twice for your order. I understand how concerning and frustrating this must be, and I appreciate you bringing it to our attention. I will immediately review your account and help you make this right. Please give me a minute. Thank you for waiting. Please accept our apology. We have searched our system and have verified that we only have one order for you for a total charge of $[Dollar Amount]. However, two pre-authorizations were made to your bank card. The duplicate pre-authorization will drop off within 5-10 business days, and only one final charge will be applied to your account. I appreciate you choosing Harry & David for your gift-giving needs and hope this explanation was helpful. Is there anything else I can help you with?

PASSPORT RENEWAL I’m so sorry to hear about the unexpected charges on your account. I understand how concerning and frustrating this must be, and I appreciate you bringing it to our attention. I will review your account right away to identify the source of these charges and ensure any errors are corrected. May I ask what is the date the transaction appears on your statement and how much was the charge is? Thank you so much for the information. Please stay with me while I am locating the transaction. Thank you for patiently waiting. After carefully reviewing your account, the charge you’re seeing is the auto-renewal of the Celebrations Passport membership that will provide free shipping fee on your purchases. This yearly subscription automatically renews once your membership expires as stated in the “Terms and Conditions”. Is there anything else I can help you with? I understand that you want to cancel the membership, we can definitely cancel the Passport membership and I am so sorry that I do not have the access on that. This can only be processed by our Loyalty Department. For further assistance, please call our Loyalty Department at 800-961-2036 or email them at PassportMembership@1800flowers.com. They will be opened 7am-10pm Eastern time, 4am-7pm Pacific time, 7 days a week. I appreciate your understanding. In the meantime, is there anything else I can help you with?

FUTURE DATED ORDER: I understand how important it is for your order to arrive as soon as possible. Thank you for reaching out about this. I’ll be happy to look at your order and see what options are available to expedite delivery. If it’s possible to send your order earlier, I’ll make those arrangements right away. If not, I’ll let you know the soonest available delivery date. Please give me a moment to review the order. Thank you for waiting, I’m so sorry your item isn’t available for delivery right now. I understand how disappointing this must be, especially if you were hoping for it to arrive on a specific date. I can help you select a similar item that’s available sooner like our, would that works for you? Thank you for your understanding. Please stay with me while I am processing the changes on your order. Thank you for waiting and so sorry for the very long wait, we are all set now. Your recipient will receive our , by. I already send you the most updated copy of this order and it will arrive shortly. I appreciate your understanding. In the meantime, is there anything else I can help you with?

SHIPPING CHARGED APPLID_PASSPORT MEMBER I’m so sorry you were charged a shipping fee even though you’re a Celebrations Passport member. I understand how frustrating this must be, and I appreciate you bringing it to my attention. Let me review your order and make sure the proper Passport benefits are applied. I’ll refund the shipping charges right away so you receive the free standard shipping you’re entitled to as a Passport member. Please give me a minute or two. Thank you for waiting and so sorry for the very long wait, we are all set now. I already refunded the shipping fee of your order amounting $. The refund will reflect shortly. Is there anything else I can help you with? Thank you for waiting and so sorry for the very long wait, as per checking here, your order has no shipping fee applied, and your Celebrations Passport membership was acknowledged on this order. The order total for this order is $. I hope this explanation was helpful. Is there anything else I can help you with?

FEDEX DELIVER CONFIRMATION LATE I understand how important it is for your gift to arrive on the scheduled date, and I’m sorry for any concern this delay may be causing. Let me check the order and help you make this right. Please give me a moment to review the order. Thank you for waiting, sometimes FedEx tracking shows an estimated delivery date that’s later than requested, but our drivers are still making every effort to deliver your package as quickly as possible. Since this is a time to time delivery update, we are still waiting for the FedEx to provide the most updated status. I will continue to track your order, and if it does not arrive within the date as you requested and we promised, please contact us immediately and we are more than willing to compensate on you. Thank you for your patience, and please let me know if there’s anything else I can do to help?

DIFFICULTY ON PLACING THE ORDER ON THE WEBSITE I'm so sorry you experienced difficulties placing your order online. I understand how frustrating that can be, and I appreciate you bringing it to my attention. Let me help you and I am more that willing to get your order placed right away over the phone. Would that be okay? Thank you. May I have your name, phone number and the item that you want to purchase? Thank you for providing the details. Please keep your line open and I can't wait to call you to place your wonderful order. Before I end up this chat I would like to ask If there anything else that I can help you with?

REFUND THAT STILL NOT REFLECTING I understand how concerning it is when a refund is still not reflecting, and I’m truly sorry for any inconvenience this has caused. Thank you for bringing this to my attention. I will review your order and the refund status right away. Rest assured, I’ll do everything I can to resolve this for you as quickly as possible. Please give me a minute to review the order. I’m very sorry you haven’t received your refund yet. I understand how frustrating this must be, and I appreciate you bringing it to our attention. I will review your order and ensure the refund is re-issued if necessary. Please give me a minute to review the order. Thank you for waiting and so sorry for the very long wait, as per checking here, previous agent already provided an assistance by refunding your order with the amount of $. The refund will reflect on your account shortly/ within 5-10 business days. I appreciate your understanding. In the meantime, is there anything else I can help you with?

PROMOTION CODE MISSED/NOT WORKING I'm so sorry the discount was not applied when you placed your order—I understand how disappointing that can be. Thank you for bringing this to my attention. I’ll review your order and, if the discount was valid at the time of purchase, I will issue a refund for the amount of the discount. If you have the discount code, please share it so I can update your order and make sure this is resolved for you. Please give me a minute to review the order. Thank you for waiting, may I ask the promotion code that you want me to apply on the order including your membership number please? Thank you. Please give me a moment. Thank you for waiting and so sorry for the very long wait, we are all set now. I already applied the discount code on the order and you have a discount of $. I hope this was handled correctly for you.

I completely understand how important it is for your discount to be applied, and I’m sorry for any frustration this has caused. Thank you for bringing this to my attention—I hear your concern and want to make this right for you. Here’s what I can do: I’ll review your order and, if the discount was valid, I will make sure it’s applied and issue a refund for the amount. Rest assured, I’m working on this right now to get it resolved, and I’ll keep you updated every step of the way. If you have the discount code, please share it so I can update your order notes and ensure this is handled correctly for you. Is there anything else that I can help you with ?

CARD MESSAGE NOT INCLUDED ON THE DELIVERY I’m so sorry your order arrived without the card and label message. I understand how disappointing this must be, especially since the message is such an important part of your gift. Thank you for bringing this to my attention. I will review your order I want to make this right for you. Please give me a moment while I am reviewing the order. Thank you for waiting, I'm so sorry your recipient received the gift without the message and sender’s name. I understand how confusing and disappointing that must be. Here’s what I can do, if that is okay with you I am more than willing reach out to your recipient to apologize for the gift arrived without the card and I will deliver your complete thoughtful message, If I failed to contact them, I will process the request for an apology letter expressing our regret that the gift arrived without the card and I will include the complete message as we have on the order. How does it sounds on you? Thank you for your understanding. Please give me a moment. Thank you for waiting and so sorry for the very long wait, we are all set now. I will call the recipient in a minute or two to let them know that the gift is from your thoughtfulness and I will deliver the exact message on the card. If I failed to contact them, I will process the request for an apology letter expressing our regret that the gift arrived without the card and I will include the complete message as we have on the order. I appreciate your understanding. Is there anything else I can help you with?

I’m so sorry your gift arrived without the card, and I understand how confusing it must be not knowing who sent it. I want to make this right for you. May I have the full name of the recipient on the order and the complete address for me to locate the order please? Thank you for that information, as per checking here, the gift include a card with the message: and this gift is from. Thank you for bringing this to my attention and I hope that the issue was handled correctly for you. Is there anything else I can help you with?

NOT RECEIVING THE ORDER CONFIRMATION I'm so sorry you haven’t received your order confirmation. I understand how concerning that must be, and I appreciate you bringing it to my attention. Let me check your order details right now and make sure you get your confirmation as soon as possible. I’m here to help resolve this quickly for you. Please give me a moment. Thank you for waiting and so sorry for the very long wait, we are all set now. I already re-send you the order confirmation and you will receive it shortly. If you are a registered user on our website, you may also view all details of your order, including any subsequent changes made online. After signing in, click "Track Your Order” at the top of our website to view previous order details. You may click "Order Details" for a more detailed order confirmation and can print out a receipt directly from your browser. Is there anything else I can help you with?

CHANGE DELIVERY DATE/ADDRESS Thank you for reaching out to us regarding your order. We acknowledge your request to change the delivery date/address. Let me help you on that and make this right for you. May I have the exact date / delivery address/ billing address that you want me to apply on your order. Thank you. Please give me a moment. Thank you for waiting and so sorry for the very long wait, we are all set now. The new delivery date/ address on your order is, thank you for shopping with us and I appreciate your understanding. Is there anything else I can help you with?

REPLACEMENT DONE Thank you for waiting and so sorry for the very long wait, we are all set now. The replacement order will deliver by. Thank you for shopping with us and I appreciate your understanding. Is there anything else I can help you with?

mjcorrigan@cs.com- change the del date

EMPATHY DELIVERY & QUALITY ISSUE

EARLY DELIVERY I'm sorry that your gift arrived earlier than expected. We ship our items at the peak of freshness and sometimes unpredictable conditions can lead to early delivery. Please allow us to resolve this for you. Do you need assistance with holding perishable items also if that is okay with you, I would like to send an apology to the recipient expressing our regret that we failed to send the gift on the date you intended, how does it sound on you? Thank you. Please give me a moment. Thank you for waiting and so sorry for the long wait, we are all set now. I already process the request for an apology letter to your recipient expressing our regret that we failed to send the gift on the date you intended. I appreciate your understanding. Is there anything else I can help you with?

I know how disappointing this must be not having the gift arrive when it is supposed to. To make sure your gift gets to your recipient on time, we delivered it early to avoid any weather delays. If you'd like, I can reach out to them to let them know. We can contact your recipient to explain why the gift was delivered early and ensure they understand it was intended for the special day. Additionally, if you’re upset about the timing, I’d like to offer you an apology letter with a 20% discount codes as a goodwill gesture that you can use for your future order with us. How does that sounds? Thank you. Please give me a moment. Thank you for waiting and so sorry for the long wait, we are all set now. I already process the request for an apology letter to your recipient expressing our regret that we failed to send the gift on the date you intended. Also I am done requesting an apology letter for you with a 20% discount that you can use for the future order from us. I appreciate your understanding. Is there anything else I can help you with?

DELIVERED LATE I’m truly sorry for the experience you’ve had. I understand how important this order was, and we didn’t meet the standard you deserved. I completely understand how frustrating this must be for you, and I’m here to help. Please give me a moment. Thank you for waiting, I apologized for the inconvenience, If that is okay with you I am more than willing to process the request for an apology letter to your recipient expressing our regret that we failed to send the gift on the date you intended or on the date we promised. How does that sounds? I understand that you are not satisfied on that, also just to make up for the inconvenience I am more than willing to process the refund of the shipping fee of your order amounting $, How does it sounds on you? Thank you for your understanding. Please give me a moment. Thank you for waiting and so sorry for the long wait, we are all set now. I already process the request for an apology letter to your recipient expressing our regret that we failed to send the gift on the date you intended or on the date we promised. Also the refund of $ will reflect on your bank card shortly. I appreciate your understanding. Is there anything else I can help you with?

LATE DELIVERY/DELAY I’m so sorry your order didn’t arrive as expected. I completely understand how disappointing this must be, especially since you wanted it delivered on time for a special occasion. I appreciate your patience and I’m here to help. Please give me a minute to check the order. Thank you for waiting, I am sorry to say it appears your gift will not arrive on time. I know how disappointing this must be. I understand how important this was to you, and I would be upset too if this happened. and I apologize for the inconvenience. If that is okay with you I’d be happy to refund your shipping charges of your order amounting $ and reach out to your recipient to apologize for the delay. How does that sounds? Thank you for your understanding. Please give me a moment. Thank you for waiting and so sorry for the long wait, we are all set now. I already process the request for an apology letter to your recipient expressing our regret that we failed to send the gift on the date you intended or on the date we promised. Also the refund of $ will reflect on your bank card shortly. I appreciate your understanding. Is there anything else I can help you with?

NON-DELIVERY I’m very sorry that your order was not delivered as expected. I completely understand how disappointing and frustrating this must be, especially if it was intended for a special occasion. Let me look into your order right away—this will just take a moment. I appreciate your patience, and I’ll work quickly to resolve this for you. Please allow me a moment. Thank you for waiting, and I apologize for the delay. Since the order was not received by your recipient, I’m more than happy to arrange a replacement for you. If you’d like, I can also contact the recipient to apologize and let them know you were thinking of them. How does that sound? Thank you for your understanding. Please give me a moment. Thank you for waiting, and I sincerely apologize for the long wait. Everything is now all set. The replacement order is scheduled to be delivered by [delivery date]. Thank you for shopping with us, and I truly appreciate your understanding. Please let me know if there’s anything else I can assist you with.

INCOMPLETE/PARTIALLY DELIVERED I’m so sorry your order arrived incomplete. I understand how disappointing this must be, especially when you were looking forward to receiving everything you ordered. Let me check your order details and see what was missing. Please stay on chat while I am reviewing the order. Thank you for waiting, as per checking here, one of your order still not ship/ is in the status of delivery. Rest assure that the order will arrive on the date you intended. I am truly sorry that the order was partially delivered.

I’ll make sure we send the missing items to you as quickly as possible, or if you prefer, I can arrange a refund or offer a credit for the inconvenience. Please let me know which option works best for you.

DELIVERED TO WRONG ADDRESS I'm very sorry to hear that your order was delivered to the wrong address. I completely understand how frustrating this situation must be. Thank you for bringing this to our attention. I will investigate this issue immediately and work to resolve it as quickly as possible. Please give me a moment. Thank you for waiting and so sorry for the long wait, since the order was delivered to the wrong address, can you please verify the delivery address and I am more than willing to process the replacement of your order. If you’d like, I can also call the recipient to apologize and let them know you were thinking of them. How does it sounds on you? Thank you for your understanding. Please give me a moment. Thank you for waiting and so sorry for the very long wait, we are all set now. The replacement order will deliver by. Thank you for shopping with us and I appreciate your understanding. Is there anything else I can help you with?

QUALITY ISSUE

DAMAGED I’m truly sorry your order didn’t arrive in perfect condition. I understand how disappointing this must be, especially since you were looking forward to enjoying your gift. I completely understand your frustration, and I’m here to help make this right for you. Please give me a moment. Thank you for waiting. We do everything we can to protect your gift during shipping, and I apologize that it didn’t arrive as expected. I’ll arrange a replacement for you right away so you can enjoy your order as intended. How does it sounds on you? Thank you for your understanding. Please give me a moment. Thank you for waiting and so sorry for the very long wait, we are all set now. The replacement order will deliver by. I’ll monitor your order to make sure the resolution is completed. Thank you again for your patience, and please let me know if there’s anything else I can do for you?

I’m truly sorry your order arrived damaged. I understand how disappointing this must be, especially since you were looking forward to receiving it. Thank you for letting us know about this issue. We’re already working on a solution for you. I can arrange a replacement right away so you can enjoy your order as intended. How does it sounds on you? Thank you for your understanding. Please give me a moment. Thank you for waiting and so sorry for the very long wait, we are all set now. The replacement order will deliver by. I’ll monitor your order to make sure the resolution is completed. Thank you again for your patience, and please let me know if there’s anything else I can do for you?

NOT AS EXPECTED I'm so sorry your order did not arrive as expected. I completely understand how disappointing this must be, and I appreciate you letting me know. Let me review your order details and make this right for you. I can arrange to send a replacement immediately, how does it sounds on you? Thank you for your understanding. Please give me a moment. Thank you for waiting and so sorry for the very long wait, we are all set now. The replacement order will deliver by. I’ll monitor your order to make sure the resolution is completed. Thank you again for your patience, and please let me know if there’s anything else I can do for you?

WRONG DELIVERY I’m very sorry that you received the wrong item. I understand how disappointing this must be, and I appreciate you bringing it to our attention. Let me review your order and make this right for you. I can arrange for the correct item to be sent out immediately. Would that work for you? Thank you for your understanding. Please allow me a moment. Thank you for waiting, and I apologize for the long wait. Everything is now all set. The replacement order is scheduled to be delivered by [delivery date]. I will continue to monitor your order to ensure the resolution is completed. Thank you again for your patience, and please let me know if there is anything else I can assist you with.

REQUESTING CANCEL ORDER I completely understand how important it is for your order to meet your needs, and I’m here to help. Just for the record, may I ask the reason for the cancellation request? I understand and so sorry for that. If you’d like to cancel your order, I’ll process the cancellation and ensure a full credit is issued, as long as the order hasn’t already been delivered or is on the truck for delivery. If the order cannot be canceled due to its status, I’ll explain the situation and offer any available options. I understand and so sorry for that. May I ask if you would like to divert the order to someone special rather than cancelling the order? I completely understand that you still want the order be cancel. I already cancelled the order as requested and you will not charge for this order. Thank you for bringing this to my attention and I hope that the issue was handled correctly for you. Is there anything else I can help you with? I completely understand that you still want the order be cancel. I already cancelled the order as requested and you will be refunded $, the refund will reflect on your bank card shortly. Thank you for bringing this to my attention and I hope that the issue was handled correctly for you. Is there anything else I can help you with?

ROTTEN I’m very sorry that your order arrived in poor condition. I completely understand how disappointing and frustrating this must be, especially since you were looking forward to enjoying your gift. I want to make this right for you. Here’s what I can do: I will arrange for a replacement to be sent out immediately so you can enjoy your order as intended. How does that sound? Thank you for your understanding. Please give me a moment. Thank you for patiently waiting. Everything is all set now. The replacement order is scheduled to be delivered by . I will continue to monitor your order to ensure the resolution is completed. Thank you again for your patience and understanding, and please let me know if there is anything else I can assist you with.

PARTIALLY ROTTEN I’m so sorry your order didn’t arrive in the condition you expected. I completely understand how disappointing and frustrating it must be to receive a gift that was partially rotten. I want to make this right for you. While we are unable to send a partial replacement of just for piece/pieces of the item, here’s what I can do: I can arrange for a replacement and I would be happy to offer you to send one of the preserves like our Oregold Peach Preserves, how does it sounds on you? I understand that you are not satisfied on the compensation that I offered. what about the replacement of the full original item, and I’ll make sure this is resolved quickly for you. How does it sounds? Thank you for your understanding. Please give me a moment. Thank you for waiting and so sorry for the very long wait, we are all set now. The replacement order will deliver by. I’ll monitor your order to make sure the resolution is completed. Thank you again for your patience and understanding, and please let me know if there’s anything else I can do for you?

MELTED I’m really sorry about that. Even with gel ice, extreme heat or direct sun can cause items to warm up in transit. I’ll be happy to set up a replacement or help you choose something less heat sensitive. How does it sounds on you? I understand and thank you for your understanding. I am more than willing to offer you our. Would the works for you? Thank you for your understanding. Please give me a moment. Thank you for waiting and so sorry for the very long wait, we are all set now. The replacement order will deliver by. I’ll monitor your order to make sure the resolution is completed. Thank you again for your patience and understanding, and please let me know if there’s anything else I can do for you?