How to reply a client if he did not receive his order within the estimated date

How to reply to a client if he did not receive his order within the estimated date

It is a very commonly asked question in an interview for customer care services. The question may vary but the main motto of the question remains the same as the below example. 

How to reply a client if he did not receive his order within the time

Imagine you are working for Amazon. And you have the power to analyze customers' orders and their payment history. Now a client has written an email to Amazon and he said " my shipment that had to arrive on the 9th of August but has not arrived till today. I have made a pre-booking for this product and now I am very disappointed. I need a refund for the same product that should be delivered asap. I should have rather chosen Flipkart. This type of pathetic service is not tolerable!!"

Now write an email to the client and resolve his query.

Hello,

First of all, we are very sorry for the inconvenience you have faced. After checking your orders and history, we have found that you have pre-booked one electronic device from our website, and as per our promise, the item should be delivered within the 9th of August. But the item has not been delivered yet. We have also checked that the item has not been dispatched from the seller still now.

At this point, I can suggest that you should cancel the current order and reorder the same item from another seller having better ratings. We are making a list of this type of unfaithful seller, and we will definitely take action against them from our side.

If you have paid earlier for your order, your refund will be initiated after the successful cancellation of the order. The whole refund will be reflected in your bank account within 7 business days for private banks and 28 business days for government banks. If you have paid through your Amazon pay account, the whole amount will be added to your Amazon pay balance within 2 hours after the successful cancellation of your order.

If you have any further questions or need any further assistance, feel free to contact Amazon. We are always here to help you out. Thank you for contacting Amazon.

Have a nice day.

Sincerely,
Snehesh Dutta
Amazon Customer Care.

Conclusion

I hope my above answer has helped you to understand how to respond to such types of questions. Always try to be respectful and calm when answering this type of question. Try not to use larger paragraphs and solve the problem as quickly as possible. I hope this blog post was quite helpful.  If you like this then do share this post with your friends.