Customer Service Sample Call - Product Refund

Summary

In this customer service interaction, Adam Wilson contacts Coats and Gowns regarding a refund for a returned item that was the wrong size. He expresses concern about not receiving a confirmation email or seeing the refund on his account. The representative, Sam, verifies Adam's details and checks the order status but finds that the return request is beyond the allowed timeframe. Despite this, Sam assures Adam that the issue will be forwarded to the corporate office for review, and Adam will be updated within 2-4 business days regarding the refund status.

Takeaways

• 😀 The customer, Adam Wilson, is calling to inquire about the refund status for a returned item.
• 😀 Adam mentions that he did not receive an email confirming the refund and wants to know if the payment has been refunded.
• 😀 The agent, Sam, apologizes for the inconvenience and offers to check the order details in their system.
• 😀 Sam requests the order number from Adam, but the number provided doesn't match the system, so Sam asks for additional information.
• 😀 Adam provides his first and last name (Adam Wilson) and spelling details for verification.
• 😀 Sam requests the return tracking number, but Adam is unsure of it and will search for the receipt with the tracking details.
• 😀 Sam continues to search for Adam's order by name and phone number, verifying these details to locate the account.
• 😀 Sam finds the order but notices that the request for a return was made beyond the refund timeframe.
• 😀 Sam explains that the refund is outside of the standard return window but will forward the issue to the corporate office for review.
• 😀 Adam is informed that he should expect an email within 2 to 4 business days regarding the refund status, not 3 to 5 weeks as he feared.
• 😀 Sam confirms that Adam's email address is correct (adamore Wilson atmail fence.com) and assures that the corporate office will follow up with him.
• 😀 Adam confirms he has checked his account, and no refund has been processed yet on his card, but he agrees to wait for the email update.

Q & A

What is the reason Adam is calling the coats and gowns company?

Adam is calling to inquire about a return for an item he purchased, as it was the wrong size and the size he needs is unavailable.

What is Adam concerned about regarding his payment?

Adam is concerned that he hasn't received an email confirming his refund and that the payment has not been refunded to his account yet.

Why does Sam need Adam's original online order number?

Sam needs the original order number to verify the order and check if there are any notes in the system regarding the return and refund.

What issue does Sam encounter with the order number provided by Adam?

Sam encounters an issue because the order number Adam provided doesn't match their database, so Sam asks if Adam has another order number starting with '007' or '7'.

How does Adam provide his details for verification?

Adam provides his name, phone number, and email address for Sam to manually check his information in the database.

What is the return tracking number Adam is asked about, and why is it important?

Sam asks Adam if he has the return tracking number, which is important to verify that the item was returned properly to the courier company for processing.

Why is Sam unable to find Adam's order details with the information provided?

Sam is unable to find Adam's order details because the details Adam provided do not match the system's records, and the order number doesn't work in the database.

What does Sam reveal about the timeline for Adam's refund request?

Sam reveals that Adam's request for a refund is beyond the usual timeframe for processing refunds, and they will forward the case to the corporate office for further review.

How long does Sam say it will take for Adam to receive an update about his refund?

Sam informs Adam that he should expect an email from the corporate office within 2 to 4 business days regarding his refund.

What reassures Adam about the refund process timeline?

Sam reassures Adam by clarifying that the refund process will take 2 to 4 business days, which is much shorter than Adam's initial assumption of 3 to 5 weeks.