AMANDA CLARK SCENARIO 2 / active member (DELIVERED)

Thank you for calling Best Buy, this is Perlyn. May I have your full name and phone number? Thank you.

To confirm, your email address is Amanda_clarke@yahoo.com. Is this still active? Thank you.

Amanda, how may I assist with you today?

From my own understanding, you’re calling about that you receive a notification from best buy that the
item has already been delivered, but you didn’t receive any package? Am I correct?

I'm sorry to hear that, that you haven't receive your package. I can only imagine how
inconvenient it must have been for you. But don’t worry, Amanda. I’d be glad to help you
regarding your concern. Let me check the order details and see what options we can do.
Okay, Amanda. I have located the purchase placed on Oct 25, 2021 which is for a Toshiba 15.6”
Laptop, correct? and it was delivered at 14 Dodge St. Omaha, NE (Nebraska) 78734 on Nov 1,
2021 by FedEx and was left at your front door. Have you checked outside to see if there was a
package being delivered?
Do you happen to have someone with you at home who may have picked up the package?
It’s okay don’t worry. Since you have not received the package, we have two options available
for you. First is to reship the item to the same shipping address for free which you should
expect within 2-3 business days since we will expedite the shipping for you. Next is we can
refund you the same amount you paid which is 476$ and 1 cent on the same card ending in #
5329. which will be processed within 3-5 business days on Best Buy's end. Please know that it
depends on your bank's discretion as to when the money will be posted. Which do you prefer?
Okay, Can I put you on hold Amanda, for about 2 minutes so I can process your request?
Thank you for patiently waiting Amanda. Your request for Reshipping the item is now
successfully placed and it will be ship to the same shipping address at 14 Dodge St. Omaha, NE
(Nebraska) 78734 for free and expect within 2-3 business days since we will expedite the
shipping for you. How’s that sound? Thank you.
Thank you for patiently waiting Amanda. Your request for Refund is now successfully created
with the same amount of 476$ and 1 cent. but Please know that it depends on your bank's
discretion as to when the money will be posted and will be processed within 3-5 business days
on Best Buy's end. How’s that sound?
Amanda, Would you like a case number for today’s call? This case number is your reference
number for today’s call. Do you have a pen and paper ready? Let me know when your ready.
524-173-485. Did you got it? Okay thank you.
Amanda, Have I answered all of your questions for today?
We appreciate your loyalty for being a My Best Buy Member.
Thank you for calling Best Buy. Have a great day!