1. New Fashion Sterling Double Dolphin Opening Adjustable Ring Gift Silver NR (PSC_CB) Order Number:303454683Reason for Escalation: Please advise if this order will still be processed as this has breached the promise date (MONITOR THIS CASE: 07266467) - a. Put the case on hold to PSC CB, to follow up on the status of the order 303454683 - b. Item for NQA2. Wrong Color - GETEK Male Female Straight Short Hair Wig Cosplay Party Anime Full Wigs Colors - intl (NQA)
escalate to 3pl (speedpost) Macro = speedpostchild case - to merge and to escalate to courier
NQA - refund (delivered status dapat always; below 30; always cehck if customer's suspicious - search e-mail)
***OMR - items NR (stuck) if breached sla, not willing to wait and wants refund (to change del status in OMS)Current OMS Status: ShippedNeeded OMS Status: Failed DeliveryOrder#: 309887813Case#: 07280549Package#: MPDS-309887813-5210Tracking number: 09003918446Shipping Provider: LGS-CNSG09Reason for changing OMS status: Breached SLA Delivery Date according to the CX: Not delivered
DOROTHY - wimo within (macro) request to have item delivered on a weekday.
***TaoBAO BREACHED And CANCELLATIONs can be escalated to PSC_CB***For Taobao breached or cancellation escalate to PSC CB. As aligned with regional, PSC CB Team will assist taobao inquiries.
***********OPENINGHello, my name is April from Lazada Singapore. I'm sorry to hear that you have encountered this issue. Let me assist you with your concern.Hello. How are you doing? Let me check on this real quick. May I place you on hold 2-3 minutes?
May I have your name, please? May I know your concern, please? Before we proceed, may I have your order number, please? Can you provide the order number so I could look it up for you?Nice to meet you here, Pleasure to meet you here, _____. I just need to take down some basic information to better assist you. Is this the item you're referring to, "Please give me 2 to 3 minutes to check this issue further.
Pulling up your account details right now.As soon as we receive an update form the relative department, we will get back to you the soonest.
MOST USED SPIELS: CLOSINGShould you have any questions, please feel free to contact us. We are open daily between 8:00 a.m. to 6:00 p.m. Thank you for contacting Lazada Singapore. Enjoy the rest of your day!
ORDER NUMBERBefore we proceed, may I have your order number, please? Order Number consists of 9 numbers. Kindly check, dear. It usually starts with the number 3. Thank you for your cooperation. Can you tell me the exact date of purchase and name of the product? So I could check it for you. Can you tell me exactly which product are you referring to?For some reason, I wasn't able to pull up your account.Are you sure you gave me the correct order number? You might have provided a different order number.
Fine, thank you for asking. How are you? I'm doing great, thank you for asking. So nice of you. Doing great, thank you for asking. So sweet of you. Perfect, I am really glad to hear that! How may I help you today? I am really sorry to hear that. We apologize for the inconvenience.
Can you please tell me more about your issue? Can you send me a screenshot of the error message? Okay, please tell me about it. I'm listening.Here's what you should know. Please pay attention.
UNDERSTANDINGJust to verify, you are referring to this order number: ___, correct? Can I have your preferred e-mail address, please? If I understand you correctly…Let me check if I have this right. Let me see if I have this correct So you are saying that ___, am I correct?Just to clarify, you would like for me to Pulling up your refund details right now.
NO RESPONSESorry to keep you waiting. I've managed to reproduce the problem. Here’s what needs to be done to fix it. One moment, please.Let me check this for you first. I'll get back to you shortly. Let's proceed with the second order, shall we?
ASSURANCEDon't worry, you've got me here. I'll fix this for you.Don't worry, you've got me here. I'll do my best to help you.I can certainly help you with that. I’m really sorry about that. Tell me what happened.No worries, you have me here. Let me help you with your concern. Rest assured that I will do all my best to help you. Okay, please tell me about it. I'm listening.Please give me a minute while I figure this out for you. I am doing my best to help you today so I am checking the best solution for you.
We're doing our best to speed up the process and we're hoping for your understanding.Your understanding is greatly appreciated! To avoid a similar inconvenience in future, may I request you to….I would suggest What I can do for you right now is What i can do for you is...
Just to clarify, you are referring to your refund?Are you referring to your refund, dear? Let me provide the refund details first, okay? You didn't receive your refund yet, correct? I can see that you have been refunded here. Please know that we're following business days and not calendar days, dear. Can you please send me a screenshot of the said error message?
You haven't placed the order yet, have you?Here's what you should know. Please make sure the order number belongs to this account :) Otherwise, we wouldn't be able to modify or pull up the details.
HOLDLet me check on this real quick. Let me just provide you all the details, all right?Please let me review your transaction history. Please bear with me for a few more minutes.I'd appreciate it a lot if you could give me 3-5 minutes to review the details of your order. May I put you on hold while I do so? Thank you for your cooperation.I'd appreciate it if you can give me 2-3 minutes to review the details of your order. May I put you on hold while I do so?Would you mind holding on for a few minutes while I pull up your account? Would you mind holding on for a few minutes while I process your request?
Actually, I'm almost done. Please give me a few more seconds. May I place you on hold while I process your request? Please bear with me for a few minutes as we're currently having network issues at the moment that's why it's taking some time to pull up your account. Thanks for your cooperation.
Please give me a minute while I figure this out for you. Please give me 2 to 3 minutes to check this issue further.Please give me a minute while I figure this out for you.Would you mind waiting for another minute or two while I do so? I will need more time to check this for you. Would that be fine? I'll need more time to check these for you as you've provided several orders. I'll start with the first order, I hope you don't mind. Please bear with me for about 2 to 3 minutes as I'll be checking more than 1 order. I will have to check the order details one-by-one. I’m sorry for the delay on my part. I am pulling up your account details. Please allow me another minute. I’ll be back with you right away. Thank you! TRACKING NUMBERI have tried to track your item. Here's what I've got. I have checked the tracking number for your package and couldn't find any tracking information. The package must have been lost during the transportation period.
UNDERSTANDINGYou did not receive your item. Did I get that right?You have not received the item yet, have you? You have an issue with your item, correct? Item was not as described, right?
We have a process to follow. We'd like to ask that you contact the shipping company and ask for the said document.Once you have it, please contact us back so we could process your courtesy refund immediately. Let me track the item for you first. The seller has sent it to the incorrect address?
So, are you saying the item is not as described? Is this the item you're referring to, Your seller does not seem to cooperate, yes?
Are you having trouble making payments? It looks like you were unable to complete the payment process. Sorry to hear that your order's been closed.
I can see that your order's been closed. Can you please send me a screenshot of the said error message?Just to clarify, you're having trouble making payments?Did you see an error message upon payment? If so, may I know the error message you've encountered? The exact error message, please so I could look it up for you.All right. I'll do my best to help you out. Let me explain the payment process as I want to make sure everything's clear before I let you go.
WHEN HE'S HITTING ON YOUI'm so sorry, we are unable to disclose any personal information. I hope you understand. So nice of you to ask though. You don't want me to get fired, do you? I have to support my family, need to keep this job.I'm from Vancouver, Canada. But I'm in China for work right now. I was sent here.I was sent here to work.
Honestly, chats are randomly routed but I have shift until ___. I just started my work week. Should you ever you chat us back, you might be routed to another representative, they can easily review our chats and do a follow up on your case.
HOW to DO SCREENSHOT - Please refer to this link for reference: https://snag.gy/
POSITIVE WORDS Definitely Absolutely Certainly Fantastic I can certainly help you with that. Great!Especially Exactly Marvelous Delightful Excellent! That's awesome!
APOLOGY and EMPATHYI understand. I apologize for the inconvenience. The previous agent must have been confused due to the large number of chats. We apologize for the trouble. People make mistakes. Thank you for your understanding. This is something we don’t want our customers to experience. Thank you for remaining so positive bout the whole thing.You're truly awesome. Absolutely. Without a doubt.
ASSURANCEI think you’ll find it’s much easier if you do ___.If I’m understanding you correctly…So, what you’re saying is…Oh, don't worry. I can fix that. First, may I have your order number, please?I’ll make sure everything will be straightened out.I'm with you on this. I'm also a customer, and I want to help you as much as I can. I sent the follow up to get the dispute close and process refund soonest.
Let me look into this and work on a resolution quickly.Rest assured, I'll do my best to help you. You're in good hands now.
I know what's causing the delay. I have seen this before, don't worry I will fix this out for you.Don't worry, I won't leave you hanging.No worries, you have me here. Let me help you with your concern. I understand the problem. I'd be happy to help you. Let’s see what we can do to make things right. Let me see what I can do to rectify the problem. Don't worry, I've got this. Don't worry, you've got me here, all right? Don't worry, you've got me here. I'd like to extend a helping hand.We do not tolerate such behavior.
We truly appreciate your patience and kind understanding while we are dealing with this. I will mark this request as very urgent and this will be my top priority for you.
It looks like you weren't able to complete the payment process.
If I were in your position, I would feel the same way.That's totally understandable. I would probably do the same thing.I see you’ve been with AliExpress/Alipay for ___years. That’s a long time!Thank you for being a valued customer.
Then how can I help you? Enlighten me please,
EMPATHY
I'm sorry that you feel that way.I'm sorry you've had such a bad experience. I'd like to try and help you out. I am sorry to hear about that. We will definitely look into your concern. I am sorry to hear that, rest assured that I can help you with this.I understand this can be upsetting. Let us work together on a resolution for this issue.I understand the frustration. I know how upset you are. I understand your frustration, and I will do my best to help you.I'm definitely willing to find ways for you. Sorry if the previous agents were ineffective. Rest assured, I'm doing the best I can to help you out as I want to make sure that everything will be resolved before I let you go.
Once again, sorry if the previous agents weren't able to process this for you.Don't worry now, I have successfully escalated this case.All I'd be asking from you now is your cooperation as well.
Let me speak with my supervisor to see how we can correct this for you.May I place you on hold while I discuss this with him? I have my supervisor with me. We're looking into your concern. I'm with my supervisor. He's seated right next to me.You're awesome. Appreciate it, I'll get back to you shortly.We'd ask you to wait for the e-mail within that period, my friend.
I know that I was not able to resolve this today but guaranteed that this will be on my priority list and we'll do our best to give resolve this immediately.
Please don't worry our chat conversation is recorded for future reference. I want to mention that this chat may be recorded for quality assurance.We want to let you know that this chat may be recorded and used for training purposes.Please be advised that all conversation in your AliExpress account including the conversation between you and the seller is automatically saved in our AliExpress system for security and quality purposes. Rest assured that your transaction in AliExpress is protected. Please do not worry about that.Thank you for allowing me to assist you with your concern.
We don't have access to any e-mail addresses platforms. we're not even allowed to bring anything inside the floor as we're handling very sensitive information of customers like you. Hope you understand. The only thing we could bring are tumblers. Nothing else.
Once I've processed the request, it will be automatically sent to our higher support team.There aren't any reference numbers. Don't worry, our chat conversation is recorded for future reference.I can send you a screenshot instead for your reference.
Let me help you to check the error and I will forward this to our relative team for further investigation.
Please know that I will be making a report on this. I will ensure that your case gets escalated right away. Please know that I will be escalating this issue to our higher support department. Don't worry, this will be taken care of immediately. Please be advised that you will be notified for any updates within 2-3 business days.
Thank you, dear for staying with me. I have already submitted a follow-up report on this case. May we advise that you please check your e-mail from time to time? Please be advised that I have flagged your case as urgent.
What I can do for you right now is that I would be escalating this case and flag it as an urgent case. It may take ___ business days to be reviewed. Rest assured, you will be receiving an e-mail from us. So, please do keep an eye on your inbox.
Please understand it will take few days for the seller to solve the issue. As the seller has to arrange the shipment or it may take some time to send the replacement. Your patience and understanding is highly appreciated.
I completely understand. If that happened to me, I'd be really upset too. I can imagine how frustrating that must be. I’m sorry you are having this issue. - We’re going to take care of this for you right now. - I can see your point.
I completely understand. That must have been frustrating for you. I understand the gravity of the situation.
APOLOGY
I’m sorry, we made a mistake and sent the invoice to the wrong email address, which is why you did not receive it. We are going to resend it now to the correct address and add a few more days to your subscription to make up for our error. Thanks for your understanding. I’m sorry, I made a mistake and gave you the wrong ___ for this item. The correct ___ is. I am truly sorry for the inconvenience.
UNSURE of the ANSWER
I’m sorry, I don’t have the information on that. May I put you on hold for a few minutes? That is a good question, let me find out for you. Please let me review your transaction history. One moment, please.I’m sorry, I don’t have the information on that. I’m not sure, but let me find out for you.“I’m sorry, this question would be out of my expertise, but ___ from the tech support department will be able to help you. Would you like me to connect you with him?”“Rob, I just wanted to let you know that we are still investigating the problem. We don’t have a solution yet. I will e-mail you as soon as we have found the bug.”
ORDERS
I’m sorry you didn’t receive your item on time. I’m sorry you didn’t receive your purchase on time. Let me find out what I can do to make it up to you.I’m sorry you are unhappy with your purchase. Let’s see what we can do to make things right.I am sorry that you haven't received the item yet.
I am sorry that you are unable to use your card at the moment. I am sorry about the issue you had with our website today. I'm so sorry to hear about this. I'm sorry about the unpleasant experience. - I know it's terrible to ... I'd be upset as well. - You are absolutely right.
************************* ************************* ******************
CUSTOMER is UNHAPPY
I'm really sorry and I understand how inconvenient this is for you.Yes, I understand your point.We respect your decision.
I have my own limitation, and my hands are tied in our process. Please know that we have a process. A process that needs to be followed. Please understand that I have limited access. Please try to understand that I am not the one who is making the decisions here.You do know that we have a process to follow, right?
Again, I'm really sorry.
**** PROCESSI do not have the necessary tools to provide you the complete details.In as much as I'd like to solve this issue, I'm afraid we do have a process. Please know that there's not much I can offer. We just comply with the company rules. I hope you understand.There's not much I can do about this. I'm sorry. Please understand that we just comply with the company rules. There's a process that needs to be followed. We’re deeply sorry about this.
We’re deeply sorry about this. Let me speak with my supervisor to see how we can correct this for you.
I really apologize for the inconvenience and frustration this has caused you. We are asking for your understanding on this matter. However, that is the only option I can give you to resolve the said issue.
ESCALATION UPDATE
Thank you for waiting. I just wanted to let you know that our technical support team's investigating the problem. We don’t have a solution yet but rest assured, you will be receiving an e-mail you as soon as we have found the bug and resolve the issue.
Please be advised that we will forward this issue to our Higher Support Team. Please know that I am making a report on this. Please know that I will be escalating this issue to our Higher Support Department. Don't worry, I will make sure that this case will be escalated to the relevant department.What I can do for you right now is that I would be escalating this case and flag it as an urgent case. It may take ____ business days to be reviewed. Rest assured, you will be receiving an e-mail from us. So, please do keep an eye on your inbox. Thank you, dear for staying with me. I have already processed the escalation report. Please understand it will take 2 business days for our higher support team to resolve the issue. You will be contacted via e-mail:
I flagged the report as an urgent case. Please understand it will take few days for our higher support team to process the request as they're doing this by batch. We'd appreciate your understanding re this matter. Let me help you to check the error and I will forward this to our relative team for further investigation. I am truly sorry for the inconvenience. Please be advised that we will forward this issue to our Higher Support Team and if the case is accepted, you will be notified for any updates within 5-7 working days. Please kindly check your e-mail.
NO RESPONSE
Are we still connected? Just trying to keep this chat session active.Let's do our best to keep this chat session active, shall we? Let's do our best to keep this chat session active, shall we? I just don't want to lose you online. If this line gets disconnected, you will be rerouted to another chat representative. Thanks for your cooperation.
Please respond promptly as this chat window will automatically be closed by the system and you will be transferred to another representative if there's no response within 2 minutes. Thanks!Kindly respond the soonest possible time as this chat window will automatically be closed by the system or you may be transferred to another representative if there's no response within 2 minutes.
Please be informed that our chat session might be disconnected automatically by the system if we're unable to receive any response from your end in 2 minutes. Just a friendly reminder. Be advised that our chat window will be automatically closed by the system if there's is no response in 2 minutes.Meanwhile, let's keep this chat session active by responding within 2 minutes. Otherwise, our chat window will automatically be closed by the system or you may be transferred to another representative. Thank you.Please be advised that if there's no response within 2 minutes, our chat window will automatically be closed by the system or you may be transferred to another representative. Thank you! We regret to inform you that if you do not reply within 2 minutes, our system will automatically be closed and the information will no longer be saved.We value your business. Please be advised that within 2-3 minutes of inactivity, this will log you off automatically by the system. We'd appreciate it if you could respond promptly. Please be informed that our chat session will be disconnected automatically by the system if we are unable to receive any response from your end in the next 2 minutes.
I don't mean to cut you off but there are currently three customers waiting on queue. Should you have any further inquiries, please do not hesitate to contact us. I sincerely apologize for the inconvenience. I totally understand how you feel about ____. I can assure you, I've done everything to resolve your concern
I'm sorry, I have provided the best solution for your case. There are currently 3 customers waiting on queue and they're waiting for my assistance. Should you have any questions, please feel free to send us a message. Thank you for shopping at AliExpress. Hope you have a fab day!
Please know that it is not intentional. That's just how our system works. I'm just trying to save this chat session from closing by the system if there hasn't been any response in 2 to 3 minutes.You have to understand, we have to respond to each messages you send us. It's standard protocol. Thanks for your cooperation.
SYSTEM DOWNTIME
I am sorry about the issue you had with our website today. Sorry for the delay, tools are kind of sluggish.
We are currently upgrading our systems to serve you better. However, this may result into an unintentional chat disconnections. Just in case this chat window gets disconnected, please note that it isn't intentional and you will automatically be transferred to another representative.
We apologize for the inconvenience. Currently, we are having a system upgrade that affects some functions in our tools. I'd be needing your patience. I'll get back to you shortly. May I please request you to stay online? Thank you.
We apologize for the inconvenience, however our systems are currently upgrading and I will be unable to access your account. Please chat us back after _____ and we'll be glad to help you. Thank you for your patience and understanding. It is highly appreciated.
Thank you for waiting. I haven’t been able to complete the verification of your account yet due to a small database issue on our server. I'd be needing your patience. Please bear with me for a couple of minutes while our support team fixes the issue. Thank you.
SYSTEM ISSUE
I apologize but we are now experiencing system issue on our tools and the Technical Department is now fixing it. Please chat us back after 2-3 hours. Again our sincere apologies for the inconvenience. We truly apologize for the inconvenience.Our website was down for maintenance earlier today and we’re sorry if it inconvenienced you at all. Due to our system upgrade at this time, we're having database issues and our technical team is fixing it as soon as possible. We are truly sorry about this and we do apologize for the inconvenience.
It may be due to mobile traffic. Nothing to worry about.
Since we've had a big event a few days ago 11:11, system might be delayed or not be updated at the moment. It might be due to network traffic. System will be up and running in a couple of hours.We apologize for the inconvenience. However, our systems are currently upgrading and I will be unable to access your account. Please chat us back after XXX hours and we'd be glad to help you out. You might want to check out our Help Center:
I’m sorry for the delay on my part as we're currently having database issues. I am pulling up your account details. Please bear with me for a few minutes. I’ll be back with you right away. Thank you.
We haven’t been able to complete the transition of your account yet due to a small database issue on our server. Our Technical Team are fixing this now and hope to have everything ready for you in a few hours. We are truly sorry for the inconvenience.
I understand the urgency of your concern however, we are currently upgrading our systems to serve you better and we would like to ask you to chat us back after 1-2 hours. We will be more than happy to serve you. Thank you for your understanding.
Thank you for waiting. I just wanted to let you know that our technical support team are still investigating the problem. We don’t have a solution yet but rest assured, you will be receiving an e-mail you as soon as we have found the bug and resolve the issue.
Our systems are currently upgrading Servers are currently busy.We currently had a big event yesterday, servers were busy. We apologize for the inconvenience. Due to system issues. You may try again at a later time. Sorry for the inconvenience.
There are certain features that cannot be accessed by AliExpress App. It would be best to log-in to your PC.
This is due to mobile traffic. I was able to verify your account, I do not see anything wrong with it at the moment. You are advised to
DOWNTIME SPIEL
I would suggest that you contact us again after an hour or so, as we are not able to access the tools needed to check on your account. Our apologies for this inconvenience. Thank you for your understanding.
WEB BROWSER
May I know the web browser you're using at the moment? Are you using Google Chrome? May we request you to change your web browser? I would suggest that you please use Google Chrome as the stability of the said browser is in line with our system. Could you please try to clear your web browser's cache as well? Thanks for your cooperation.
Have you tried clearing your web browser's cache as well?Deleting all your cookies is usually a good idea.
Please try to clear your web browser's cache? Browsing History to be exact. Please close other windows and programs/process in your PC to maximize system space for video uploading.Google Chrome with an upgraded version
Please check screenshot I sent you above for reference.
First, please click on the 3 dots on the upper right side of the browser.Second, hover your mouse to "More Tools". Last, simply select "Clear Browsing Data" then you're good to go.
Yes, usually customers experience the same thing as well.It is probably due to network traffic.When customers all over the world pay all at the same time.
CLEAR CACHE
Clearing your browser’s cache and cookies means that website settings (like usernames and passwords) will be deleted and some sites might appear to be a little slower because all of the images have to be loaded again.
If web pages aren’t displaying correctly, you can try using your browser’s incognito or “Private Browsing” mode to see if the problem is caused by something other than cache or cookies.
Cookies are files created by websites you’ve visited, and your browser’s cache, which helps pages load faster, make it easier for you to browse the web.
I apologize for the inconvenience. Let me help you to check the error and I will forward this to our relative team for further investigation.
Can you please describe the issue?What is the operation system version of your device? Are you using iOS or Android? Please try it again and send me the screenshot of the step-by-step process.Do not worry because we are doing everything to fix this for you.
Do keep an eye on your inbox, will you?
It's been great chatting with you. Good day! Was I able to resolve your issue?Was I able to provide you all the information that you need?
Should you have any more questions, please feel free to contact us. And we'd be very happy to hear from you. AliExpress Customer Service is available 24/7, dear. Don't worry about it.We currently have Chat Support at the moment.Is there anything else that I can help you with?
Should you have any questions, please feel free to send us a message. And we'd be very happy to hear from you. AliExpress Customer Service is available 24/7, dear. Don't worry about it.
I sincerely apologize for the inconvenience. I totally understand how you feel. I can assure you, I've done everything to resolve your concern.'
FEATURE
We currently have Chat Support at the moment.As for your request, You may wish to contact us during business hours.That's from 8am-5pm.It's currently 12:11am in China.
FEEDBACKI’m sorry, we don’t have this feature at moment. We do intend to add it to our service and we can notify you when it has been done. Would you like to receive an e-mail update? I understand your request. However, this process is not yet supported by Aliexpress. This option is currently unavailable. Let me see what I can do for you, instead.Let me give you the best options we have for now.
Can I have your preferred e-mail address, please?I will also include this report on our next meeting.
Please be advised that the overview of all of your payments is currently unavailable. I'll take note of your suggestion for our future upgrades and enhancements of our website. Thanks for the feedback.
SHIPPING ADDRESS
Upon checking, be advised that you can no longer modify the shipping address.
Tracking information is available within 5-10 days. Please wait for the seller to ship your item. The seller has ___ more days to process.
Hi , if I buy from different seller , will you consolidate the shipping together ?
No, payments can only be consolidated. Please note that all orders on AliExpress are displayed and processed by different sellers. Some sellers have different shipping time since some are from different cities in China. It would still be up to the seller. It would be best to directly contact the supplier.
We'd have to take stringent measures to protect the authenticity and safety of our services. Hope you understand. Thanks for your cooperation
I wouldn't be able to pull up any information about your order without it because the order number will serve as a receipt of your transaction. I hope you understand.
INVOICE RECEIPT: Please be advised that the seller should be the one to provide invoice #.
I can see here that you've placed an order You have requested to cancel the order Then the seller has agreed to your request. Our records show that your refund was successful and has been processed the same day
In order to avoid this in the future, I highly recommend that you inspect all orders carefully when they get delivered to you. If you are unsatisfied with the product, you can open a dispute before the deadline. For a step-by-step process on how to file for a dispute, please refer to screenshot above.
NOT RECEIVED GOODS I am sorry to hear that you have not received your parcel and the order is already complete. I understand how this situation caused so much inconvenience for you. Please allow me to assist you with your concern.
Since no necessary action has been done before the deadline, our system considered that there are no issues with the order and the order was automatically completed. With this, I regret to inform you that the payment had already been released to the seller.
CONFIRM DELIVERYPlease note after clicking "Confirm Order Received", your order will be closed and payment will be released to the seller. I suggest you only confirm delivery when you have received the goods and the goods are in satisfactory condition.
If the order is not received yet, please do not confirm delivery.As the order will be completed with your payment released to the seller and you will be unable to open dispute by then.
CANCELLATIONAll right. I'll do my best to help you out. Let me explain the cancellation process as I want to make sure everything's clear before I let you go.We have a cancellation process.
May I know the reason As to why you'd like to cancel the order?Please be advised that you'd be able to cancel the order before the item gets shipped out.
Be advised that we have received your payment. Upon verifying, know that the seller has ____ remaining days to ship your item. If he fails to do so, you will automatically get your refund back into your account.Upon checking, your seller has already accepted your cancellation request. Since he just approved it today, you are highly requested to wait within 24 hours since the system will require some time to update.
Please know that the seller still has ____ days to ship your item. If he fails to do that, you will automatically get a refund and it will be processed by our system. For now, I'd ask you to wait for the seller's approval of your request.
REFUNDNormally, it'll take about ___ business days from when the refund was initiated.Refund takes about ___ business days from when the refund was initiated. Kindly expect it on or before ___ of ___ depending on the clearing circle of your bank. The speed depends on the clearing circle of your bank. I can make a follow up on this, all you have to do as well is to follow up with the bank.In addition, please note that some banks may need time for fund settlement. This procedure will also depend on your bank's correspondent relationships.
I'll be sending you a screenshot for reference, okay? Please refer to the screenshot I sent you above. You might want to do that right after our chat ends though because our chat session will be disconnected and you will lose me then you'd probably be rerouted to a new chat representative.
ADJUST ITEM PRICE
Please know that after the buyer places an order, the seller can click on the "Adjust Price" page to revise the price. The buyer will be receiving a reminder once the seller has changed the price. (This is after the buyer made payment, the price cannot be adjusted anymore.)
When seller post the product, he is actually setting a USD price. When buyer chooses local currency, the system will exchange the USD price to other currency based on the exchange rate on the day.
It is based on the unit price in your local currency.
CANCELLATIONI can see that this order is already cancelled. Please wait for the cancellation to take effect as I've noticed this was only cancelled ____.Please do not worry, either way, the money will be returned back to your account.Personally, nothing to worry about. Sellers are quite busy, they usually let the shipping expiration end for it to be automatically cancelled.
WARRANTY GROUPThis warranty only applies If your device shows any mechanical or electronic defects after normal use. So far, we have provided a mobile phone warranty service just in USA.Just so you know, please know that we advise customers to be in touch with the Warranty Group. They're the only ones who could help you re this issue. We actually do not intervene with the Warranty Group's solution.
We don’t actually intervene with warranty group’s solution with this issue. Hope you understand that this is outside our scope support.
For the warranty issue, customer has to settle this with the warranty group. We don’t actually intervene with warranty group’s solution with this issue. You did the right thing on being patient and explaining that this is outside our scope support.
***REFUND
Pulling up your refund details right now.Shall we proceed with the next order?Thank you for patiently waiting. I’m glad to inform you that your refund for xAmountIncludeLocalandUSDx is being processed already. Please do not worry because it will take about 3 – 20 business days from XwhenRefundwasInitiatediniPaymentX.Normally, it'll take about 3 – 20 business days from when the refund was initiated.Refund takes about 3 – 20 business days from when the refund was initiated.Kindly expect it on or before ___ of ___ depending on the clearing of your bank.
Okay, let me verify as to what's causing the delay.
It's just that it's not updated yet on your end due to high number of processed refunds. There's nothing to be worried about. We just have to wait a little while and rest assured, it will be updated by the system.
I have seen this before, don't worry I will fix this out for you.Rest assured that I will do all my best to help you. Don't worry, you've got me here.
Please understand that each company and bank has its own process that needs to be followed. I can assure you that you will be receiving your refund as it is currently being processed. I can guarantee that you will be receiving your refund. I'm 100% sure of that.
Please do not worry, your money will be back to your account since we have already settled the refund.
I surely hope that you could get the refund the soonest possible time. We appreciate your patience and kind understanding re this matter.
Upon checking, I can guarantee that you will be receiving your refund because it has been sent to your bank already. Kindly contact your bank because the refund was completed by AliExpress so they can help you to locate it.
If you do not see the refund within that period, please do contact us back so we could escalate the issue to our higher support team and resolve your refund immediately. Thank you for your cooperation.
No worries, you have me here. Let me help you with your concern. May I have your preferred e-mail address, please?
Let me just provide you all the details, all right?Actually, I'm almost done. Please give me a few more seconds. May I place you on hold while I process your request? Excellent! Marvelous!Fantastic! Wonderful! Perfect!
Please do keep an eye on your inbox, will you? Great! Thank you, I'll get back to you shortly.
ASSURANCENo worries, you have me here. Let me help you with your concern.
ORDER NUMBER I wouldn't be able to pull up any information about your order without it because the order number will serve as a receipt of your transaction. I hope you understand.
NOT RECEIVEDI am sorry to hear that you have not received your parcel and the order is already complete. I understand how this situation caused so much inconvenience for you. Please allow me to assist you with your concern. Upon checking our database, I noticed that your Order was already marked as “Finished”.
ESCALATIONPlease know that I will be making a report on this. I will ensure that your case gets escalated right away. We are truly sorry for the inconvenience. You will be notified via e-mail within ___ business days.
What I could do is to forward this issue to our relative team so we will request for a coupon refund. It may take within 7 – 10 business days for this to be issued to your account.
Thank you, dear for staying with me. I have already submitted an escalation re your dispute case. Please be advised that I have flagged your case as urgent. It will take 2 business days for our higher support team to solve the issue. May we advise that you please check your e-mail from time to time?
REFUND Please do not worry, your money will be back to your account since we have already settled the refund.Normally, it'll take about 3 – 20 business days from when the refund was initiated.Refund takes about 3 – 20 business days from when the refund was initiated.Kindly expect it on or before ___ of ___ depending on the clearing of your bank.
It's just that it's not updated yet on your end due to high number of processed refunds. There's nothing to be worried about. We just have to wait a little while and rest assured, it will be updated by the system.
PROFANITYThat's not a very nice thing to say, is it? Okay, I sincerely understand your frustration. Well, let’s just keep this conversation professional so I can assist you better. I would definitely provide the best option to help you. I would appreciate if you can refrain from using inappropriate words in this chat window. I can assure you that I am doing everything in order to address your concerns. However, if this type of conversation continues, I will be forced to close this window. I’m so sorry if this chat conversation has to end. Please feel free to contact us as soon as you are ready to be assisted further. Unfortunately, I will be closing chat session now. Thank you for contacting AliExpress. Have a good day!
May your heart be filled with kindness.May God Bless your heart. But still, you remained calm and professional about it.
Rudeness wouldn't solve the issue.Some people tend to forget that kindness and manners are free. I'm not sure about that though. I don't really curse at someone. Not my cup of tea. Swearing is unattractive. Manners matter. Nice choice of words. Says a lot about a person :)
Thank you for your kindness and understanding. It is highly appreciated. You're still calm and cool about the whole thing.
Great. Honestly, I wish all customers are like you. I see myself in you hehe very kind and polite.I like seeing, "Please." and "Thank you." Some are just plain rude and just ahhh never mind. You are very kind so it's only appropriate to treat you with respect (:
Right now, we don't have one around since it's already __ in China.They're available during business hours from 8am-5pm.You have to understand it is standard protocol to respond immediately to the customer. We're not allowed to just wait for each message without responding.
FEATURE/FEEDBACKI’m sorry, we don’t have this feature at moment. We do intend to add it to our service and we can notify you when it has been done. Would you like to receive an e-mail update? I understand your request. However, this process is not yet supported by Aliexpress. This option is currently unavailable. Let me see what I can do for you, instead.Let me give you the best options we have for now.
Your feedback is important to us. Thank you for your feedback.I will also include this on our next meeting. Thank you for sharing this.I'll take note of your suggestion for our future upgrades and enhancements of our website. Thank you for the feedback. Please don't worry we are also raising customer concerns to our higher management to improve our services and processes.
WEB BROWSERMay I know the web browser you're using at the moment? Are you using Google Chrome? May we request you to change your web browser? I would suggest that you please use Google Chrome as the stability of the said browser is in line with our system. Could you please try to clear your web browser's cache as well? Thanks for your cooperation.
Have you tried clearing your web browser's cache as well?Deleting all your cookies is usually a good idea.
Please try to clear your web browser's cache? Browsing History to be exact. Please close other windows and programs/process in your PC to maximize system space for video uploading.Google Chrome with an upgraded version
CLEAR CACHEClearing your browser’s cache and cookies means that website settings (like usernames and passwords) will be deleted and some sites might appear to be a little slower because all of the images have to be loaded again.
If web pages aren’t displaying correctly, you can try using your browser’s incognito or “Private Browsing” mode to see if the problem is caused by something other than cache or cookies. Cookies are files created by websites you’ve visited, and your browser’s cache, which helps pages load faster, make it easier for you to browse the web.
Please check screenshot I sent you above for reference.
First, please click on the 3 dots on the upper right side of the browser.Second, hover your mouse to "More Tools". Last, simply select "Clear Browsing Data" then you're good to go.
Yes, usually customers experience the same thing as well.It is probably due to network traffic.Please be advised that there may be a delay in my responses due to our system upgrade at this time. Rest assured that our Technical Team is currently fixing the issue to better serve you.
MOBILE APPWe're truly sorry for that your previous chat session's been disconnected by the system. It may take some time while I try to pull up your previous conversation. Are you willing to wait while I do so? Thank you. We're truly sorry for that your previous chat session's been disconnected by the system. Let's do our best to keep this chat session active, shall we? Let's try to keep this chat session active. I'd be happy to check the previous conversation but right now, we're having database updates that's interfering with the tools to pull up the chat history. May I help you with something?
***********CLOSINGI want to make sure that everything will be resolved before I let you go. Should you have any more questions, please feel free to contact us. And we'd be very happy to hear from you. Absolutely. Without a doubt. It just so happened that I type really fast. Do you have any more questions for me?I get paid for that :)
Was I able to provide you all the information that you need?Do you have any more questions for me? Can I help you with any other questions?Is there anything else that I could help you with? Aside from this issue, is there anything else that I could help you with? You're most welcome. Glad to be of service. Would there be anything else? Have a great weekend! Goodbye.Thank you for being a valued customer. Have a great day! Your business means a lot to us. Thank you for shopping at Lazada. Goodbye.I wish you the same. Thank you for shopping at Lazada. Goodbye.
For reference, you may want to click on this link: https://www.lazada.sg/chinese-new-year/For future reference, kindly check this link so you can get the same information regarding Returns: https://www.lazada.sg/helpcenter/returns/?spm=a2o42.other.0.0.5c564160x46FCmFor reference, you may want to click on this link regarding refunds: https://www.lazada.sg/helpcenter/refunds/?spm=a2o42.other.0.0.5c564160CGXubbFor future reference, kindly check this link so you can get the same information regarding Payments: https://www.lazada.sg/helpcenter/payments/?spm=a2o42.other.0.0.5c564160ekRSJXFor future reference, kindly check this link so you can get the same information regarding Shipping and Delivery: https://www.lazada.sg/helpcenter/shipping_delivery/?spm=a2o42.other.0.0.5c564160bo63qn
For future reference, kindly check this link so you can get the same information regarding your Account: https://www.lazada.sg/helpcenter/my_account/?spm=a2o42.other.0.0.5c564160FTv9gn
For future reference, kindly check this link so you can get the same information regarding Products on Lazada: https://www.lazada.sg/helpcenter/products_on_lazada/?spm=a2o42.other.0.0.5c564160RDH9aS
For future reference, kindly check this link so you can get the same information as to how to place orders: https://www.lazada.sg/helpcenter/other_topics/?spm=a2o42.other.0.0.5c564160QbqPfQ
For future reference, kindly check this link so you can get the same information regarding Vouchers and Promotions: https://www.lazada.sg/helpcenter/other_topics/?spm=a2o42.other.0.0.5c564160QbqPfQ
For future reference, kindly check this link so you can get the same information regarding LiveUp: https://www.lazada.sg/helpcenter/liveup/?spm=a2o42.other.0.0.5c564160q4W8TI
If you need help in the future, please feel free to chat us again. We are open daily between 8:00 a.m. to 6:00 p.m. Thank you for contacting Lazada Singapore. Enjoy the rest of your day!
escalate to 3pl (speedpost) Macro = speedpostchild case - to merge and to escalate to courier
NQA - refund (delivered status dapat always; below 30; always cehck if customer's suspicious - search e-mail)
***OMR - items NR (stuck) if breached sla, not willing to wait and wants refund (to change del status in OMS)Current OMS Status: ShippedNeeded OMS Status: Failed DeliveryOrder#: 309887813Case#: 07280549Package#: MPDS-309887813-5210Tracking number: 09003918446Shipping Provider: LGS-CNSG09Reason for changing OMS status: Breached SLA Delivery Date according to the CX: Not delivered
DOROTHY - wimo within (macro) request to have item delivered on a weekday.
***TaoBAO BREACHED And CANCELLATIONs can be escalated to PSC_CB***For Taobao breached or cancellation escalate to PSC CB. As aligned with regional, PSC CB Team will assist taobao inquiries.
***********OPENINGHello, my name is April from Lazada Singapore. I'm sorry to hear that you have encountered this issue. Let me assist you with your concern.Hello. How are you doing? Let me check on this real quick. May I place you on hold 2-3 minutes?
May I have your name, please? May I know your concern, please? Before we proceed, may I have your order number, please? Can you provide the order number so I could look it up for you?Nice to meet you here, Pleasure to meet you here, _____. I just need to take down some basic information to better assist you. Is this the item you're referring to, "Please give me 2 to 3 minutes to check this issue further.
Pulling up your account details right now.As soon as we receive an update form the relative department, we will get back to you the soonest.
MOST USED SPIELS: CLOSINGShould you have any questions, please feel free to contact us. We are open daily between 8:00 a.m. to 6:00 p.m. Thank you for contacting Lazada Singapore. Enjoy the rest of your day!
ORDER NUMBERBefore we proceed, may I have your order number, please? Order Number consists of 9 numbers. Kindly check, dear. It usually starts with the number 3. Thank you for your cooperation. Can you tell me the exact date of purchase and name of the product? So I could check it for you. Can you tell me exactly which product are you referring to?For some reason, I wasn't able to pull up your account.Are you sure you gave me the correct order number? You might have provided a different order number.
Fine, thank you for asking. How are you? I'm doing great, thank you for asking. So nice of you. Doing great, thank you for asking. So sweet of you. Perfect, I am really glad to hear that! How may I help you today? I am really sorry to hear that. We apologize for the inconvenience.
Can you please tell me more about your issue? Can you send me a screenshot of the error message? Okay, please tell me about it. I'm listening.Here's what you should know. Please pay attention.
UNDERSTANDINGJust to verify, you are referring to this order number: ___, correct? Can I have your preferred e-mail address, please? If I understand you correctly…Let me check if I have this right. Let me see if I have this correct So you are saying that ___, am I correct?Just to clarify, you would like for me to Pulling up your refund details right now.
NO RESPONSESorry to keep you waiting. I've managed to reproduce the problem. Here’s what needs to be done to fix it. One moment, please.Let me check this for you first. I'll get back to you shortly. Let's proceed with the second order, shall we?
ASSURANCEDon't worry, you've got me here. I'll fix this for you.Don't worry, you've got me here. I'll do my best to help you.I can certainly help you with that. I’m really sorry about that. Tell me what happened.No worries, you have me here. Let me help you with your concern. Rest assured that I will do all my best to help you. Okay, please tell me about it. I'm listening.Please give me a minute while I figure this out for you. I am doing my best to help you today so I am checking the best solution for you.
We're doing our best to speed up the process and we're hoping for your understanding.Your understanding is greatly appreciated! To avoid a similar inconvenience in future, may I request you to….I would suggest What I can do for you right now is What i can do for you is...
Just to clarify, you are referring to your refund?Are you referring to your refund, dear? Let me provide the refund details first, okay? You didn't receive your refund yet, correct? I can see that you have been refunded here. Please know that we're following business days and not calendar days, dear. Can you please send me a screenshot of the said error message?
You haven't placed the order yet, have you?Here's what you should know. Please make sure the order number belongs to this account :) Otherwise, we wouldn't be able to modify or pull up the details.
HOLDLet me check on this real quick. Let me just provide you all the details, all right?Please let me review your transaction history. Please bear with me for a few more minutes.I'd appreciate it a lot if you could give me 3-5 minutes to review the details of your order. May I put you on hold while I do so? Thank you for your cooperation.I'd appreciate it if you can give me 2-3 minutes to review the details of your order. May I put you on hold while I do so?Would you mind holding on for a few minutes while I pull up your account? Would you mind holding on for a few minutes while I process your request?
Actually, I'm almost done. Please give me a few more seconds. May I place you on hold while I process your request? Please bear with me for a few minutes as we're currently having network issues at the moment that's why it's taking some time to pull up your account. Thanks for your cooperation.
Please give me a minute while I figure this out for you. Please give me 2 to 3 minutes to check this issue further.Please give me a minute while I figure this out for you.Would you mind waiting for another minute or two while I do so? I will need more time to check this for you. Would that be fine? I'll need more time to check these for you as you've provided several orders. I'll start with the first order, I hope you don't mind. Please bear with me for about 2 to 3 minutes as I'll be checking more than 1 order. I will have to check the order details one-by-one. I’m sorry for the delay on my part. I am pulling up your account details. Please allow me another minute. I’ll be back with you right away. Thank you! TRACKING NUMBERI have tried to track your item. Here's what I've got. I have checked the tracking number for your package and couldn't find any tracking information. The package must have been lost during the transportation period.
UNDERSTANDINGYou did not receive your item. Did I get that right?You have not received the item yet, have you? You have an issue with your item, correct? Item was not as described, right?
We have a process to follow. We'd like to ask that you contact the shipping company and ask for the said document.Once you have it, please contact us back so we could process your courtesy refund immediately. Let me track the item for you first. The seller has sent it to the incorrect address?
So, are you saying the item is not as described? Is this the item you're referring to, Your seller does not seem to cooperate, yes?
Are you having trouble making payments? It looks like you were unable to complete the payment process. Sorry to hear that your order's been closed.
I can see that your order's been closed. Can you please send me a screenshot of the said error message?Just to clarify, you're having trouble making payments?Did you see an error message upon payment? If so, may I know the error message you've encountered? The exact error message, please so I could look it up for you.All right. I'll do my best to help you out. Let me explain the payment process as I want to make sure everything's clear before I let you go.
WHEN HE'S HITTING ON YOUI'm so sorry, we are unable to disclose any personal information. I hope you understand. So nice of you to ask though. You don't want me to get fired, do you? I have to support my family, need to keep this job.I'm from Vancouver, Canada. But I'm in China for work right now. I was sent here.I was sent here to work.
Honestly, chats are randomly routed but I have shift until ___. I just started my work week. Should you ever you chat us back, you might be routed to another representative, they can easily review our chats and do a follow up on your case.
HOW to DO SCREENSHOT - Please refer to this link for reference: https://snag.gy/
POSITIVE WORDS Definitely Absolutely Certainly Fantastic I can certainly help you with that. Great!Especially Exactly Marvelous Delightful Excellent! That's awesome!
APOLOGY and EMPATHYI understand. I apologize for the inconvenience. The previous agent must have been confused due to the large number of chats. We apologize for the trouble. People make mistakes. Thank you for your understanding. This is something we don’t want our customers to experience. Thank you for remaining so positive bout the whole thing.You're truly awesome. Absolutely. Without a doubt.
ASSURANCEI think you’ll find it’s much easier if you do ___.If I’m understanding you correctly…So, what you’re saying is…Oh, don't worry. I can fix that. First, may I have your order number, please?I’ll make sure everything will be straightened out.I'm with you on this. I'm also a customer, and I want to help you as much as I can. I sent the follow up to get the dispute close and process refund soonest.
Let me look into this and work on a resolution quickly.Rest assured, I'll do my best to help you. You're in good hands now.
I know what's causing the delay. I have seen this before, don't worry I will fix this out for you.Don't worry, I won't leave you hanging.No worries, you have me here. Let me help you with your concern. I understand the problem. I'd be happy to help you. Let’s see what we can do to make things right. Let me see what I can do to rectify the problem. Don't worry, I've got this. Don't worry, you've got me here, all right? Don't worry, you've got me here. I'd like to extend a helping hand.We do not tolerate such behavior.
We truly appreciate your patience and kind understanding while we are dealing with this. I will mark this request as very urgent and this will be my top priority for you.
It looks like you weren't able to complete the payment process.
If I were in your position, I would feel the same way.That's totally understandable. I would probably do the same thing.I see you’ve been with AliExpress/Alipay for ___years. That’s a long time!Thank you for being a valued customer.
Then how can I help you? Enlighten me please,
EMPATHY
I'm sorry that you feel that way.I'm sorry you've had such a bad experience. I'd like to try and help you out. I am sorry to hear about that. We will definitely look into your concern. I am sorry to hear that, rest assured that I can help you with this.I understand this can be upsetting. Let us work together on a resolution for this issue.I understand the frustration. I know how upset you are. I understand your frustration, and I will do my best to help you.I'm definitely willing to find ways for you. Sorry if the previous agents were ineffective. Rest assured, I'm doing the best I can to help you out as I want to make sure that everything will be resolved before I let you go.
Once again, sorry if the previous agents weren't able to process this for you.Don't worry now, I have successfully escalated this case.All I'd be asking from you now is your cooperation as well.
Let me speak with my supervisor to see how we can correct this for you.May I place you on hold while I discuss this with him? I have my supervisor with me. We're looking into your concern. I'm with my supervisor. He's seated right next to me.You're awesome. Appreciate it, I'll get back to you shortly.We'd ask you to wait for the e-mail within that period, my friend.
I know that I was not able to resolve this today but guaranteed that this will be on my priority list and we'll do our best to give resolve this immediately.
Please don't worry our chat conversation is recorded for future reference. I want to mention that this chat may be recorded for quality assurance.We want to let you know that this chat may be recorded and used for training purposes.Please be advised that all conversation in your AliExpress account including the conversation between you and the seller is automatically saved in our AliExpress system for security and quality purposes. Rest assured that your transaction in AliExpress is protected. Please do not worry about that.Thank you for allowing me to assist you with your concern.
We don't have access to any e-mail addresses platforms. we're not even allowed to bring anything inside the floor as we're handling very sensitive information of customers like you. Hope you understand. The only thing we could bring are tumblers. Nothing else.
Once I've processed the request, it will be automatically sent to our higher support team.There aren't any reference numbers. Don't worry, our chat conversation is recorded for future reference.I can send you a screenshot instead for your reference.
Let me help you to check the error and I will forward this to our relative team for further investigation.
Please know that I will be making a report on this. I will ensure that your case gets escalated right away. Please know that I will be escalating this issue to our higher support department. Don't worry, this will be taken care of immediately. Please be advised that you will be notified for any updates within 2-3 business days.
Thank you, dear for staying with me. I have already submitted a follow-up report on this case. May we advise that you please check your e-mail from time to time? Please be advised that I have flagged your case as urgent.
What I can do for you right now is that I would be escalating this case and flag it as an urgent case. It may take ___ business days to be reviewed. Rest assured, you will be receiving an e-mail from us. So, please do keep an eye on your inbox.
Please understand it will take few days for the seller to solve the issue. As the seller has to arrange the shipment or it may take some time to send the replacement. Your patience and understanding is highly appreciated.
I completely understand. If that happened to me, I'd be really upset too. I can imagine how frustrating that must be. I’m sorry you are having this issue. - We’re going to take care of this for you right now. - I can see your point.
I completely understand. That must have been frustrating for you. I understand the gravity of the situation.
APOLOGY
I’m sorry, we made a mistake and sent the invoice to the wrong email address, which is why you did not receive it. We are going to resend it now to the correct address and add a few more days to your subscription to make up for our error. Thanks for your understanding. I’m sorry, I made a mistake and gave you the wrong ___ for this item. The correct ___ is. I am truly sorry for the inconvenience.
UNSURE of the ANSWER
I’m sorry, I don’t have the information on that. May I put you on hold for a few minutes? That is a good question, let me find out for you. Please let me review your transaction history. One moment, please.I’m sorry, I don’t have the information on that. I’m not sure, but let me find out for you.“I’m sorry, this question would be out of my expertise, but ___ from the tech support department will be able to help you. Would you like me to connect you with him?”“Rob, I just wanted to let you know that we are still investigating the problem. We don’t have a solution yet. I will e-mail you as soon as we have found the bug.”
ORDERS
I’m sorry you didn’t receive your item on time. I’m sorry you didn’t receive your purchase on time. Let me find out what I can do to make it up to you.I’m sorry you are unhappy with your purchase. Let’s see what we can do to make things right.I am sorry that you haven't received the item yet.
I am sorry that you are unable to use your card at the moment. I am sorry about the issue you had with our website today. I'm so sorry to hear about this. I'm sorry about the unpleasant experience. - I know it's terrible to ... I'd be upset as well. - You are absolutely right.
************************* ************************* ******************
CUSTOMER is UNHAPPY
I'm really sorry and I understand how inconvenient this is for you.Yes, I understand your point.We respect your decision.
I have my own limitation, and my hands are tied in our process. Please know that we have a process. A process that needs to be followed. Please understand that I have limited access. Please try to understand that I am not the one who is making the decisions here.You do know that we have a process to follow, right?
Again, I'm really sorry.
**** PROCESSI do not have the necessary tools to provide you the complete details.In as much as I'd like to solve this issue, I'm afraid we do have a process. Please know that there's not much I can offer. We just comply with the company rules. I hope you understand.There's not much I can do about this. I'm sorry. Please understand that we just comply with the company rules. There's a process that needs to be followed. We’re deeply sorry about this.
We’re deeply sorry about this. Let me speak with my supervisor to see how we can correct this for you.
I really apologize for the inconvenience and frustration this has caused you. We are asking for your understanding on this matter. However, that is the only option I can give you to resolve the said issue.
ESCALATION UPDATE
Thank you for waiting. I just wanted to let you know that our technical support team's investigating the problem. We don’t have a solution yet but rest assured, you will be receiving an e-mail you as soon as we have found the bug and resolve the issue.
Please be advised that we will forward this issue to our Higher Support Team. Please know that I am making a report on this. Please know that I will be escalating this issue to our Higher Support Department. Don't worry, I will make sure that this case will be escalated to the relevant department.What I can do for you right now is that I would be escalating this case and flag it as an urgent case. It may take ____ business days to be reviewed. Rest assured, you will be receiving an e-mail from us. So, please do keep an eye on your inbox. Thank you, dear for staying with me. I have already processed the escalation report. Please understand it will take 2 business days for our higher support team to resolve the issue. You will be contacted via e-mail:
I flagged the report as an urgent case. Please understand it will take few days for our higher support team to process the request as they're doing this by batch. We'd appreciate your understanding re this matter. Let me help you to check the error and I will forward this to our relative team for further investigation. I am truly sorry for the inconvenience. Please be advised that we will forward this issue to our Higher Support Team and if the case is accepted, you will be notified for any updates within 5-7 working days. Please kindly check your e-mail.
NO RESPONSE
Are we still connected? Just trying to keep this chat session active.Let's do our best to keep this chat session active, shall we? Let's do our best to keep this chat session active, shall we? I just don't want to lose you online. If this line gets disconnected, you will be rerouted to another chat representative. Thanks for your cooperation.
Please respond promptly as this chat window will automatically be closed by the system and you will be transferred to another representative if there's no response within 2 minutes. Thanks!Kindly respond the soonest possible time as this chat window will automatically be closed by the system or you may be transferred to another representative if there's no response within 2 minutes.
Please be informed that our chat session might be disconnected automatically by the system if we're unable to receive any response from your end in 2 minutes. Just a friendly reminder. Be advised that our chat window will be automatically closed by the system if there's is no response in 2 minutes.Meanwhile, let's keep this chat session active by responding within 2 minutes. Otherwise, our chat window will automatically be closed by the system or you may be transferred to another representative. Thank you.Please be advised that if there's no response within 2 minutes, our chat window will automatically be closed by the system or you may be transferred to another representative. Thank you! We regret to inform you that if you do not reply within 2 minutes, our system will automatically be closed and the information will no longer be saved.We value your business. Please be advised that within 2-3 minutes of inactivity, this will log you off automatically by the system. We'd appreciate it if you could respond promptly. Please be informed that our chat session will be disconnected automatically by the system if we are unable to receive any response from your end in the next 2 minutes.
I don't mean to cut you off but there are currently three customers waiting on queue. Should you have any further inquiries, please do not hesitate to contact us. I sincerely apologize for the inconvenience. I totally understand how you feel about ____. I can assure you, I've done everything to resolve your concern
I'm sorry, I have provided the best solution for your case. There are currently 3 customers waiting on queue and they're waiting for my assistance. Should you have any questions, please feel free to send us a message. Thank you for shopping at AliExpress. Hope you have a fab day!
Please know that it is not intentional. That's just how our system works. I'm just trying to save this chat session from closing by the system if there hasn't been any response in 2 to 3 minutes.You have to understand, we have to respond to each messages you send us. It's standard protocol. Thanks for your cooperation.
SYSTEM DOWNTIME
I am sorry about the issue you had with our website today. Sorry for the delay, tools are kind of sluggish.
We are currently upgrading our systems to serve you better. However, this may result into an unintentional chat disconnections. Just in case this chat window gets disconnected, please note that it isn't intentional and you will automatically be transferred to another representative.
We apologize for the inconvenience. Currently, we are having a system upgrade that affects some functions in our tools. I'd be needing your patience. I'll get back to you shortly. May I please request you to stay online? Thank you.
We apologize for the inconvenience, however our systems are currently upgrading and I will be unable to access your account. Please chat us back after _____ and we'll be glad to help you. Thank you for your patience and understanding. It is highly appreciated.
Thank you for waiting. I haven’t been able to complete the verification of your account yet due to a small database issue on our server. I'd be needing your patience. Please bear with me for a couple of minutes while our support team fixes the issue. Thank you.
SYSTEM ISSUE
I apologize but we are now experiencing system issue on our tools and the Technical Department is now fixing it. Please chat us back after 2-3 hours. Again our sincere apologies for the inconvenience. We truly apologize for the inconvenience.Our website was down for maintenance earlier today and we’re sorry if it inconvenienced you at all. Due to our system upgrade at this time, we're having database issues and our technical team is fixing it as soon as possible. We are truly sorry about this and we do apologize for the inconvenience.
It may be due to mobile traffic. Nothing to worry about.
Since we've had a big event a few days ago 11:11, system might be delayed or not be updated at the moment. It might be due to network traffic. System will be up and running in a couple of hours.We apologize for the inconvenience. However, our systems are currently upgrading and I will be unable to access your account. Please chat us back after XXX hours and we'd be glad to help you out. You might want to check out our Help Center:
I’m sorry for the delay on my part as we're currently having database issues. I am pulling up your account details. Please bear with me for a few minutes. I’ll be back with you right away. Thank you.
We haven’t been able to complete the transition of your account yet due to a small database issue on our server. Our Technical Team are fixing this now and hope to have everything ready for you in a few hours. We are truly sorry for the inconvenience.
I understand the urgency of your concern however, we are currently upgrading our systems to serve you better and we would like to ask you to chat us back after 1-2 hours. We will be more than happy to serve you. Thank you for your understanding.
Thank you for waiting. I just wanted to let you know that our technical support team are still investigating the problem. We don’t have a solution yet but rest assured, you will be receiving an e-mail you as soon as we have found the bug and resolve the issue.
Our systems are currently upgrading Servers are currently busy.We currently had a big event yesterday, servers were busy. We apologize for the inconvenience. Due to system issues. You may try again at a later time. Sorry for the inconvenience.
There are certain features that cannot be accessed by AliExpress App. It would be best to log-in to your PC.
This is due to mobile traffic. I was able to verify your account, I do not see anything wrong with it at the moment. You are advised to
DOWNTIME SPIEL
I would suggest that you contact us again after an hour or so, as we are not able to access the tools needed to check on your account. Our apologies for this inconvenience. Thank you for your understanding.
WEB BROWSER
May I know the web browser you're using at the moment? Are you using Google Chrome? May we request you to change your web browser? I would suggest that you please use Google Chrome as the stability of the said browser is in line with our system. Could you please try to clear your web browser's cache as well? Thanks for your cooperation.
Have you tried clearing your web browser's cache as well?Deleting all your cookies is usually a good idea.
Please try to clear your web browser's cache? Browsing History to be exact. Please close other windows and programs/process in your PC to maximize system space for video uploading.Google Chrome with an upgraded version
Please check screenshot I sent you above for reference.
First, please click on the 3 dots on the upper right side of the browser.Second, hover your mouse to "More Tools". Last, simply select "Clear Browsing Data" then you're good to go.
Yes, usually customers experience the same thing as well.It is probably due to network traffic.When customers all over the world pay all at the same time.
CLEAR CACHE
Clearing your browser’s cache and cookies means that website settings (like usernames and passwords) will be deleted and some sites might appear to be a little slower because all of the images have to be loaded again.
If web pages aren’t displaying correctly, you can try using your browser’s incognito or “Private Browsing” mode to see if the problem is caused by something other than cache or cookies.
Cookies are files created by websites you’ve visited, and your browser’s cache, which helps pages load faster, make it easier for you to browse the web.
I apologize for the inconvenience. Let me help you to check the error and I will forward this to our relative team for further investigation.
Can you please describe the issue?What is the operation system version of your device? Are you using iOS or Android? Please try it again and send me the screenshot of the step-by-step process.Do not worry because we are doing everything to fix this for you.
Do keep an eye on your inbox, will you?
It's been great chatting with you. Good day! Was I able to resolve your issue?Was I able to provide you all the information that you need?
Should you have any more questions, please feel free to contact us. And we'd be very happy to hear from you. AliExpress Customer Service is available 24/7, dear. Don't worry about it.We currently have Chat Support at the moment.Is there anything else that I can help you with?
Should you have any questions, please feel free to send us a message. And we'd be very happy to hear from you. AliExpress Customer Service is available 24/7, dear. Don't worry about it.
I sincerely apologize for the inconvenience. I totally understand how you feel. I can assure you, I've done everything to resolve your concern.'
FEATURE
We currently have Chat Support at the moment.As for your request, You may wish to contact us during business hours.That's from 8am-5pm.It's currently 12:11am in China.
FEEDBACKI’m sorry, we don’t have this feature at moment. We do intend to add it to our service and we can notify you when it has been done. Would you like to receive an e-mail update? I understand your request. However, this process is not yet supported by Aliexpress. This option is currently unavailable. Let me see what I can do for you, instead.Let me give you the best options we have for now.
Can I have your preferred e-mail address, please?I will also include this report on our next meeting.
Please be advised that the overview of all of your payments is currently unavailable. I'll take note of your suggestion for our future upgrades and enhancements of our website. Thanks for the feedback.
SHIPPING ADDRESS
Upon checking, be advised that you can no longer modify the shipping address.
Tracking information is available within 5-10 days. Please wait for the seller to ship your item. The seller has ___ more days to process.
Hi , if I buy from different seller , will you consolidate the shipping together ?
No, payments can only be consolidated. Please note that all orders on AliExpress are displayed and processed by different sellers. Some sellers have different shipping time since some are from different cities in China. It would still be up to the seller. It would be best to directly contact the supplier.
We'd have to take stringent measures to protect the authenticity and safety of our services. Hope you understand. Thanks for your cooperation
I wouldn't be able to pull up any information about your order without it because the order number will serve as a receipt of your transaction. I hope you understand.
INVOICE RECEIPT: Please be advised that the seller should be the one to provide invoice #.
I can see here that you've placed an order You have requested to cancel the order Then the seller has agreed to your request. Our records show that your refund was successful and has been processed the same day
In order to avoid this in the future, I highly recommend that you inspect all orders carefully when they get delivered to you. If you are unsatisfied with the product, you can open a dispute before the deadline. For a step-by-step process on how to file for a dispute, please refer to screenshot above.
NOT RECEIVED GOODS I am sorry to hear that you have not received your parcel and the order is already complete. I understand how this situation caused so much inconvenience for you. Please allow me to assist you with your concern.
Since no necessary action has been done before the deadline, our system considered that there are no issues with the order and the order was automatically completed. With this, I regret to inform you that the payment had already been released to the seller.
CONFIRM DELIVERYPlease note after clicking "Confirm Order Received", your order will be closed and payment will be released to the seller. I suggest you only confirm delivery when you have received the goods and the goods are in satisfactory condition.
If the order is not received yet, please do not confirm delivery.As the order will be completed with your payment released to the seller and you will be unable to open dispute by then.
CANCELLATIONAll right. I'll do my best to help you out. Let me explain the cancellation process as I want to make sure everything's clear before I let you go.We have a cancellation process.
May I know the reason As to why you'd like to cancel the order?Please be advised that you'd be able to cancel the order before the item gets shipped out.
Be advised that we have received your payment. Upon verifying, know that the seller has ____ remaining days to ship your item. If he fails to do so, you will automatically get your refund back into your account.Upon checking, your seller has already accepted your cancellation request. Since he just approved it today, you are highly requested to wait within 24 hours since the system will require some time to update.
Please know that the seller still has ____ days to ship your item. If he fails to do that, you will automatically get a refund and it will be processed by our system. For now, I'd ask you to wait for the seller's approval of your request.
REFUNDNormally, it'll take about ___ business days from when the refund was initiated.Refund takes about ___ business days from when the refund was initiated. Kindly expect it on or before ___ of ___ depending on the clearing circle of your bank. The speed depends on the clearing circle of your bank. I can make a follow up on this, all you have to do as well is to follow up with the bank.In addition, please note that some banks may need time for fund settlement. This procedure will also depend on your bank's correspondent relationships.
I'll be sending you a screenshot for reference, okay? Please refer to the screenshot I sent you above. You might want to do that right after our chat ends though because our chat session will be disconnected and you will lose me then you'd probably be rerouted to a new chat representative.
ADJUST ITEM PRICE
Please know that after the buyer places an order, the seller can click on the "Adjust Price" page to revise the price. The buyer will be receiving a reminder once the seller has changed the price. (This is after the buyer made payment, the price cannot be adjusted anymore.)
When seller post the product, he is actually setting a USD price. When buyer chooses local currency, the system will exchange the USD price to other currency based on the exchange rate on the day.
It is based on the unit price in your local currency.
CANCELLATIONI can see that this order is already cancelled. Please wait for the cancellation to take effect as I've noticed this was only cancelled ____.Please do not worry, either way, the money will be returned back to your account.Personally, nothing to worry about. Sellers are quite busy, they usually let the shipping expiration end for it to be automatically cancelled.
WARRANTY GROUPThis warranty only applies If your device shows any mechanical or electronic defects after normal use. So far, we have provided a mobile phone warranty service just in USA.Just so you know, please know that we advise customers to be in touch with the Warranty Group. They're the only ones who could help you re this issue. We actually do not intervene with the Warranty Group's solution.
We don’t actually intervene with warranty group’s solution with this issue. Hope you understand that this is outside our scope support.
For the warranty issue, customer has to settle this with the warranty group. We don’t actually intervene with warranty group’s solution with this issue. You did the right thing on being patient and explaining that this is outside our scope support.
***REFUND
Pulling up your refund details right now.Shall we proceed with the next order?Thank you for patiently waiting. I’m glad to inform you that your refund for xAmountIncludeLocalandUSDx is being processed already. Please do not worry because it will take about 3 – 20 business days from XwhenRefundwasInitiatediniPaymentX.Normally, it'll take about 3 – 20 business days from when the refund was initiated.Refund takes about 3 – 20 business days from when the refund was initiated.Kindly expect it on or before ___ of ___ depending on the clearing of your bank.
Okay, let me verify as to what's causing the delay.
It's just that it's not updated yet on your end due to high number of processed refunds. There's nothing to be worried about. We just have to wait a little while and rest assured, it will be updated by the system.
I have seen this before, don't worry I will fix this out for you.Rest assured that I will do all my best to help you. Don't worry, you've got me here.
Please understand that each company and bank has its own process that needs to be followed. I can assure you that you will be receiving your refund as it is currently being processed. I can guarantee that you will be receiving your refund. I'm 100% sure of that.
Please do not worry, your money will be back to your account since we have already settled the refund.
I surely hope that you could get the refund the soonest possible time. We appreciate your patience and kind understanding re this matter.
Upon checking, I can guarantee that you will be receiving your refund because it has been sent to your bank already. Kindly contact your bank because the refund was completed by AliExpress so they can help you to locate it.
If you do not see the refund within that period, please do contact us back so we could escalate the issue to our higher support team and resolve your refund immediately. Thank you for your cooperation.
No worries, you have me here. Let me help you with your concern. May I have your preferred e-mail address, please?
Let me just provide you all the details, all right?Actually, I'm almost done. Please give me a few more seconds. May I place you on hold while I process your request? Excellent! Marvelous!Fantastic! Wonderful! Perfect!
Please do keep an eye on your inbox, will you? Great! Thank you, I'll get back to you shortly.
ASSURANCENo worries, you have me here. Let me help you with your concern.
ORDER NUMBER I wouldn't be able to pull up any information about your order without it because the order number will serve as a receipt of your transaction. I hope you understand.
NOT RECEIVEDI am sorry to hear that you have not received your parcel and the order is already complete. I understand how this situation caused so much inconvenience for you. Please allow me to assist you with your concern. Upon checking our database, I noticed that your Order was already marked as “Finished”.
ESCALATIONPlease know that I will be making a report on this. I will ensure that your case gets escalated right away. We are truly sorry for the inconvenience. You will be notified via e-mail within ___ business days.
What I could do is to forward this issue to our relative team so we will request for a coupon refund. It may take within 7 – 10 business days for this to be issued to your account.
Thank you, dear for staying with me. I have already submitted an escalation re your dispute case. Please be advised that I have flagged your case as urgent. It will take 2 business days for our higher support team to solve the issue. May we advise that you please check your e-mail from time to time?
REFUND Please do not worry, your money will be back to your account since we have already settled the refund.Normally, it'll take about 3 – 20 business days from when the refund was initiated.Refund takes about 3 – 20 business days from when the refund was initiated.Kindly expect it on or before ___ of ___ depending on the clearing of your bank.
It's just that it's not updated yet on your end due to high number of processed refunds. There's nothing to be worried about. We just have to wait a little while and rest assured, it will be updated by the system.
PROFANITYThat's not a very nice thing to say, is it? Okay, I sincerely understand your frustration. Well, let’s just keep this conversation professional so I can assist you better. I would definitely provide the best option to help you. I would appreciate if you can refrain from using inappropriate words in this chat window. I can assure you that I am doing everything in order to address your concerns. However, if this type of conversation continues, I will be forced to close this window. I’m so sorry if this chat conversation has to end. Please feel free to contact us as soon as you are ready to be assisted further. Unfortunately, I will be closing chat session now. Thank you for contacting AliExpress. Have a good day!
May your heart be filled with kindness.May God Bless your heart. But still, you remained calm and professional about it.
Rudeness wouldn't solve the issue.Some people tend to forget that kindness and manners are free. I'm not sure about that though. I don't really curse at someone. Not my cup of tea. Swearing is unattractive. Manners matter. Nice choice of words. Says a lot about a person :)
Thank you for your kindness and understanding. It is highly appreciated. You're still calm and cool about the whole thing.
Great. Honestly, I wish all customers are like you. I see myself in you hehe very kind and polite.I like seeing, "Please." and "Thank you." Some are just plain rude and just ahhh never mind. You are very kind so it's only appropriate to treat you with respect (:
Right now, we don't have one around since it's already __ in China.They're available during business hours from 8am-5pm.You have to understand it is standard protocol to respond immediately to the customer. We're not allowed to just wait for each message without responding.
FEATURE/FEEDBACKI’m sorry, we don’t have this feature at moment. We do intend to add it to our service and we can notify you when it has been done. Would you like to receive an e-mail update? I understand your request. However, this process is not yet supported by Aliexpress. This option is currently unavailable. Let me see what I can do for you, instead.Let me give you the best options we have for now.
Your feedback is important to us. Thank you for your feedback.I will also include this on our next meeting. Thank you for sharing this.I'll take note of your suggestion for our future upgrades and enhancements of our website. Thank you for the feedback. Please don't worry we are also raising customer concerns to our higher management to improve our services and processes.
WEB BROWSERMay I know the web browser you're using at the moment? Are you using Google Chrome? May we request you to change your web browser? I would suggest that you please use Google Chrome as the stability of the said browser is in line with our system. Could you please try to clear your web browser's cache as well? Thanks for your cooperation.
Have you tried clearing your web browser's cache as well?Deleting all your cookies is usually a good idea.
Please try to clear your web browser's cache? Browsing History to be exact. Please close other windows and programs/process in your PC to maximize system space for video uploading.Google Chrome with an upgraded version
CLEAR CACHEClearing your browser’s cache and cookies means that website settings (like usernames and passwords) will be deleted and some sites might appear to be a little slower because all of the images have to be loaded again.
If web pages aren’t displaying correctly, you can try using your browser’s incognito or “Private Browsing” mode to see if the problem is caused by something other than cache or cookies. Cookies are files created by websites you’ve visited, and your browser’s cache, which helps pages load faster, make it easier for you to browse the web.
Please check screenshot I sent you above for reference.
First, please click on the 3 dots on the upper right side of the browser.Second, hover your mouse to "More Tools". Last, simply select "Clear Browsing Data" then you're good to go.
Yes, usually customers experience the same thing as well.It is probably due to network traffic.Please be advised that there may be a delay in my responses due to our system upgrade at this time. Rest assured that our Technical Team is currently fixing the issue to better serve you.
MOBILE APPWe're truly sorry for that your previous chat session's been disconnected by the system. It may take some time while I try to pull up your previous conversation. Are you willing to wait while I do so? Thank you. We're truly sorry for that your previous chat session's been disconnected by the system. Let's do our best to keep this chat session active, shall we? Let's try to keep this chat session active. I'd be happy to check the previous conversation but right now, we're having database updates that's interfering with the tools to pull up the chat history. May I help you with something?
***********CLOSINGI want to make sure that everything will be resolved before I let you go. Should you have any more questions, please feel free to contact us. And we'd be very happy to hear from you. Absolutely. Without a doubt. It just so happened that I type really fast. Do you have any more questions for me?I get paid for that :)
Was I able to provide you all the information that you need?Do you have any more questions for me? Can I help you with any other questions?Is there anything else that I could help you with? Aside from this issue, is there anything else that I could help you with? You're most welcome. Glad to be of service. Would there be anything else? Have a great weekend! Goodbye.Thank you for being a valued customer. Have a great day! Your business means a lot to us. Thank you for shopping at Lazada. Goodbye.I wish you the same. Thank you for shopping at Lazada. Goodbye.
For reference, you may want to click on this link: https://www.lazada.sg/chinese-new-year/For future reference, kindly check this link so you can get the same information regarding Returns: https://www.lazada.sg/helpcenter/returns/?spm=a2o42.other.0.0.5c564160x46FCmFor reference, you may want to click on this link regarding refunds: https://www.lazada.sg/helpcenter/refunds/?spm=a2o42.other.0.0.5c564160CGXubbFor future reference, kindly check this link so you can get the same information regarding Payments: https://www.lazada.sg/helpcenter/payments/?spm=a2o42.other.0.0.5c564160ekRSJXFor future reference, kindly check this link so you can get the same information regarding Shipping and Delivery: https://www.lazada.sg/helpcenter/shipping_delivery/?spm=a2o42.other.0.0.5c564160bo63qn
For future reference, kindly check this link so you can get the same information regarding your Account: https://www.lazada.sg/helpcenter/my_account/?spm=a2o42.other.0.0.5c564160FTv9gn
For future reference, kindly check this link so you can get the same information regarding Products on Lazada: https://www.lazada.sg/helpcenter/products_on_lazada/?spm=a2o42.other.0.0.5c564160RDH9aS
For future reference, kindly check this link so you can get the same information as to how to place orders: https://www.lazada.sg/helpcenter/other_topics/?spm=a2o42.other.0.0.5c564160QbqPfQ
For future reference, kindly check this link so you can get the same information regarding Vouchers and Promotions: https://www.lazada.sg/helpcenter/other_topics/?spm=a2o42.other.0.0.5c564160QbqPfQ
For future reference, kindly check this link so you can get the same information regarding LiveUp: https://www.lazada.sg/helpcenter/liveup/?spm=a2o42.other.0.0.5c564160q4W8TI
If you need help in the future, please feel free to chat us again. We are open daily between 8:00 a.m. to 6:00 p.m. Thank you for contacting Lazada Singapore. Enjoy the rest of your day!