Subject: Re: Canned Response
From: Rehan Khan <[email-masked]>
To: Ahmed Alkinj <[email-masked]>
Date: Wed, 14 Oct 2020 05:34:50 -0700 (MST)

Hi, 

Please don't copy these canned response as it is otherwise we both will be in trouble. 

This is just the idea so i request you please change some sentences as per your scenario. 

Regards 
Rehan 

From: "Rehan Khan" <[email-masked]> 
To: "Ahmed Alkinj" <[email-masked]> 
Sent: Wednesday, 14 October, 2020 18:02:14 
Subject: Canned Response 

Hi Ahmed, 

Please find the cannned response. 

1. Amount not initiate (Escalation) 

Hi Team, 

Problem Statement: Refund not initiate 
Order Date: Aug 10, 2020 
Order ID: 6215150798 
Tracking ID: 46175667160;I041053 
RMA: 24125083 
Assistance Required: Refund the amount 

Issue Description: The return item has been delivered to the warehouse but amount has not been refunded so please initiate the refund as soon as possible. 

Your Friends 
The Support Team 

2. Asking for Full Address 

Hi Kristel, 

Thank you for contacting us. 

We sincerely apologize for the inconvenience caused. 

As we can see you have placed this order on Sep 12, 2020 and your order number is 9600629691. 

We would like to inform you that as we can see you've already raised a return request for your item on Sep 14, 2020, So please provide us your full address and mobile number so we can arrange the collection for your return items. 

We are looking forward to your reply. 

Your Friends 
The Support Team 

3. Click & collect not available. 

Hi Mohamed, 

Thank you for getting in touch with us. 

We sincerely apologies for the inconvenience caused to you. 

We would request you to please check in right of the product description page under the add to basket option that click and collect option is available or not for the item which you are trying to buy. 

Few products does not fall under the category of the click and collect and those products can be purchased only as Home delivery. 

We thank you for your understanding and cooperation. 

Feel free to reach out to us if you need any further assistance. 

Your friends, 
The Support Team 

4. Delivery Time 

Hi Alva, 

Thank you for contacting us. 

As we can see that you have placed this order on Aug 28, 2020 and your order number is 9799960820. 

We would like to inform you that as we have checked your order has been placed successfully but order has not been shipped yet. 
Once the order will be shipped so it will be delivered to your place as soon as possible. 
Standard delivery orders are usually delivered within 2-3 working days. Courier partner will contact you before delivering your order. 

You can also track your order on https://www.aramex.com/ae/en and your order number is 45905846431. 

Feel free to ask any further queries in the future. 

Your Friends 
The Support Team 

5. Email Changed 

Hi Caliberme, 

Thank you for getting in touch with us. 

We’re sorry, you will not be able to change the email address you’ve used to create your existing account. If you’d like to use a different email address, you’ll have to sign up and create a new account. 

We thank you for your understanding and cooperation. Feel free to reach out to us if you need any further assistance. 

Your friends, 
The Support Team 

6. Late Collection for return item Reply 

Hi Mushabe, 

Thank you for contacting us. 

We apologize for the inconvenience caused to you. 
​ 
As we can see that you have placed this order on Aug 5, 2020 and your order number is 9795796102. 

Please be assured as we have now escalated this issue to our courier team regarding collecting your return item and they are closely working on it. 
​The Courier partner will contact you before collecting your return item. 
​ 
You can also track your return request on https://www.aramex.com/ae/en/track/shipments and your tracking number is 46034859883. 

Feel free to ask any further queries in the future. 

Your friends, 
The Support Team 

7. Update mobile number Reply 

Hi Oriyomi, 
7. Update mobile number Reply 
Thank you for contacting us. 

We apologize for the inconvenience caused to you. 
​ 
As we can see that you have placed this order on Aug 18, 2020 and your order number is 6216835585. 

We would like to inform you that your request has been submitted to our courier team regarding updating your mobile number and they are closely working on it. The courier team will contact you on your new mobile number. 

We'll update you if we will receive any information from our team. 
We thank you for your understanding and cooperation. 
​ 
Feel Free to ask any further queries in the future. 

Your friends, 
The Support Team 

8. Late Delivery Reply after Escalation 

Hi Muhammad, 

Thank you for contacting us. 

We apologize for the inconvenience caused to you. 

As we can see that you have placed this order on Sep 28, 2020 and your order number is 9604341965. 

Standard delivery orders are usually delivered within 2-3 working days. 
We can see that your order has been delayed and we know that you are waiting for your shopping to arrive soon. Please be assured as we have now escalated this issue to our courier team regarding to delivered your order as soon as possible and they are closely working on it. 
The Courier partner will contact you while delivering your order. Please allow us some time and we will get back to you soon. 
​ 
You can also track your order on https://tracking.shipadelivery.com/?bc= and your tracking number is S002405287680. 

Feel free to ask any further queries in the future. 

Your friends, 
The Support Team 

9. Link of Store Locator 

Hi Anna, 

Thank you for contacting us. 

We are providing you the link where you can select your location and then you will get the details of every stores so after getting the details of the stores you can contact and ask them regarding this item and they will surely help you to find this item. 

Here is the link of the Store Locator: https://www.centrepointstores.com/sa/en/storelocator 

Feel free to ask any further queries in the future. 

Your Friends 
The Support Team 

10. Nil Pick 

Hi Karen, 

Thanks for reaching out to us and giving us the opportunity to serve you. 

We truly apologise for the inconvenience caused. 

We would like to inform you that whenever you place an order, all the items that you want to purchase go to our quality team for a quality check to make sure they are in good condition to be sent to you. 

This order is not cancelled, during quality check, we found out that item was not in a good condition to be sold and that was the last of their stock hence we took that out of your order and refunded you for that item. You are still going to receive the remaining items. 
10. Nil Pick 
We will not be happy either if you receive bad items in your order, this is the reason why this item was cancelled and you received a notification regarding the same item. 

Our delivery partner will call you before delivering these items. 

Feel free to ask any further queries in the future. 

Your Friends 
The Support Team 

11. Order Delivered 

Hi Hanane, 

Thank you for contacting us. 

We’re really sorry if we’ve taken longer than usual to get back to you. 

As we can see that you have placed this order on Oct 2, 2020 and your order number is 6216442295. 

We would like to confirm that as we can see your order has been delivered successfully. 
​ 
Feel free to ask any further queries in the future. 
​ 
Your Friends 
The Support Team 

12. Refund Reply after escalation 

Hi Sahana, 

Thank you for contacting us. 

We apologize for the inconvenience caused to you. 

As we can see that you have placed this order on Sep 12, 2020 and your order number is 8202762870. 

Please be assured as we have now escalated this issue to our team regarding your refund and they are closely working on it. Please allow us some time and we will get back to you soon. 

Feel free to ask any further queries in the future. 

Your friends, 
The Support Team 

13. Refund Processed 

Hi Vazith, 

Thank you for contacting us. 

We sincerely apologize for the inconvenience caused. 

As we can see that you have placed this order on Aug 13, 2020 and your order number is 9797315052. 

We would like to inform you that as we have checked your amount has been processed from our side and ​the amount will be a credit to your card within 4-15 business days. You can also check with your bank regarding your refund. 

Feel Free to ask any further queries in the future. 

Your Friends 
The Support Team 

14. Return Process 

Hi Shane, 

Thank you for contacting us. 

We sincerely apologize for the inconvenience caused. 

As we can see you have placed this order on Aug 31, 2020 and your order number is 9600629691. 

We would like to inform you that as we can see you've already raised a return request on Sep 3, 2020. The Courier partner will contact you before collecting your return item. Once the item will be collected and delivered to the warehouse so after the quality check you will receive your refund within 3-5 working days to your MyCredit. 

Feel free to ask any further queries in the future. 

Your Friends 
The Support Team 

Please add some more details in these canned response as per your requirement while sending the response to the customer. 

Regards 
Rehan