IM Use Case
2.9K• Published on May 17, 2019
| Scenario | Script |
| Buyer wants to know status of the order (Handled by Seller) |
Hi, {Customername}! We just received your order and are currently preparing the item for shipment. We highly recommend that you track your order using the Lazada app so you can receive real-time updates when the order status changes. |
| Buyer wants to know status of the order (Already with courier) |
Hi! Fulfillment is done by Lazada. For real-time updates on your order, please enter your tracking number here: https://tracker.lel.asia If you haven't received your order within the estimated arrival date they provided, please contact Lazada's Customer Care at www.lazada.com.ph/contact |
| Buyer wants to confirm order | Hi! Upon checking, we have received your order and are currently preparing it. We highly recommend that you track your order using the Lazada app for real-time updates! |
| Buyer willing to cancel | We're sorry for the delay. We're doing our best to source and pack the item at the soonest time possible. If you wish to cancel your order, you may do so by contacting Lazada's Customer Care at www.lazada.com.ph/contact. |
| Buyer willing to wait | We're really sorry for the delay. We're doing our best to source and pack the item at the soonest time possible. |
| Buyer wants to know how to track the order | Hi, {customername}! You can track your order by entering your tracking number here: https://tracker.lel.asia Or, you can also use the Lazada app for tracking. Just go to Account > View All Orders and click on the order you wish to track. |
| Buyer's item was tagged as delivered but no item was received | Hi! I'm so sorry to hear that. Please contact Lazada's Customer Care right away so they can initiate an investigation on your concern: www.lazada.com.ph/contact. |
| Buyer wants to change their order (size/color) | If seller can accommodate: Hi, {Customername}. Sure! For documentation purpose, let me just confirm that you would like to change your order from {olddetails} to {newdetails}. If seller cannot accommodate: Hi, {customername}. I'm sorry but we cannot accommodate your request due to {reason}. If you need to change your order, please cancel it from your end and place another order with the correct details. |
| Buyer wants to add more item in their order | Hi! For your security, we do not have access to modify your order. If you want to add another item, you may place a separate order with the items of your choice. |
| Buyer changes his/her mind | Hi! We're sorry to inform you that we cannot cancel orders upon request. You'll need to contact Lazada's Customer Care to have your order cancelled. |
| Buyer wants to change delivery address | Hi! For your security, we do not have access to change any details in your order. If you wish to change your order details, please contact Lazada's Customer Care directly. |
| Buyer wants to change the phone number | Hi! For your security, we do not have access to change any details in your order. If you wish to change your order details, please contact Lazada's Customer Care directly. |
| Buyer wants to change the email address | Hi! For your security, we do not have access to change any details in your order. If you wish to change your order details, please contact Lazada's Customer Care directly. |
| Buyer wants to change the delivery schedule (Seller Own Fleet PH) |
Hi! Let me know when's the best time to deliver your order. |
| Buyer wants to change the delivery schedule (Regular Seller) |
Sorry, the delivery schedule of your order is arranged by the courier assigned to your order. |
| Buyer wants to know if we can deliver in their area | Hi! Lazada Philippines delivers nationwide! All areas that can be selected as shipping address in the Lazada app are serviceable by Lazada, provided there are no unforeseen logistic incidents encountered by their partner couriers. |
| Buyer received a defective item | Hi! Thank you for bringing this to our attention. Can you send us a video showing the defect of the item? IF confirmed defective - We're sorry for the inconvenience. Please return the item immediately to Lazada. Once the return process is complete, you can get a refund/replacement for the item. For further assistance, please contact their Customer Care. |
| Buyer received an expired product | Hi! Thank you for bringing this to our attention. Can you send us an image showing the expiry date of the item for us to validate? We're sorry for the inconvenience. Please return the item immediately to Lazada. Once the return process is complete, you can get a refund/replacement for the item. For further assistance, please contact their Customer Care. |
| Buyer is complaining about the item having signs of usage | Hi! Thank you for bringing this to our attention. Can you send us an image of the item you received for us to validate? Please return the item immediately to Lazada. Once the return process is complete, you can get a refund/replacement for the item. For further assistance, please contact their Customer Care. |
| Buyer would like to know the return status | Hi! Sorry, we do not have access to this type of information. Please contact Lazada's Customer Care to follow up on the status of your return. |
| Buyer would like to know the return policy | Hi! For this type of concerns, it is best that you refer to Lazada's Help Center at https://www.lazada.com.ph/helpcenter/what-is-the-return-policy-of-lazada.html or contact Lazada's Customer care |
| Buyer would like to know the refund status | Hi! Sorry, we do not have access to this type of information. Please contact Lazada's Customer Care to follow up on the status of your refund. |
| Buyer would like to know the refund policy | Hi! For this type of concerns, it is best that you contact Lazada's Customer Care as they are more informed with Lazada's policies. |
| Buyer asks about the product description | Hi! Thank you for your interest on our products! {{Provide item description}}. You can also find this information in the item's product page under 'Product details' and 'Specifications'. |
| Buyer asks on how to use the item | Pre-purchase: Hi! Thank you for your interest on our products! {{How to Use Item}}. If with manual: Don't worry! This item comes with an instruction manual so you'll know how to use it when you receive it. Post-purchase: Hi! I'm glad to hear that you received your item already! I can help you with the basics but I highly recommend that you refer to the manual that came with your item to learn more about its specific features. {{Provide details on how to use}} |
| Buyer asks on how to install the item | Hi! I can walk you through the installation process but I also highly suggest that you refer to the manual that came with your item to learn more about its specific features. {{Provide installation instructions}} |
| Buyer asks on how to assemble the item | Pre-purchase: Hi! Thank you for your interest on our products! This item comes with an instruction manual that you can use as guide to assemble it. Post-purchase: Hi! I'm glad to hear that you received your item already! As much as I want to help, it would be best if you refer to the instruction manual for guide on how to assemble the {{item name}}. |
| Buyer wants to know more about the seller | No addtional info should be provided except service centers / tech support number |
| Buyer wants to know the address of the seller | No addtional info should be provided except service centers / tech support number |
| Buyer wants to know Contact Details of seller | Hi! For security purposes, we keep our conversations with our buyers only within the Seller Center app. This is to ensure that all chats can be monitored by Lazada and validated if needed. |
| Buyer asks for the autheticity of the item | Hi! Thank you for your interest on our products! Our items come from {{describe supplier}}. We can assure you that the {{item name}} that we're selling is 100% authentic. Here are some documents that can support the authenticity of this item. {{Provide documents}} |
| Buyer asks what is included in the package | Hi! When you purchase the {{item name}}, you'll get: {{Items included in the package}}. |
| Buyer wants know the availability of the item | If available: The item is still available as of the moment. If you are interested in buying it, please make sure to check out the item and confirm your order. Placing the item in your Cart does not guarantee that the item is reserved for you. |
| Buyer is asking about the product price | Hi! Thank you for your interest on our products. The item's price is Php {{Price}}. |
| Buyer is asking why the price is different from other seller | Hi! Thank you for your interest on our products. Our price may differ from other sellers as we have different suppliers and business expenses. |
| Buyer wants to check on the warranty claim | Prepurchase: Hi! Thank you for your interest on our products. The warranty for {{item name}} is {{warranty details}}. You can bring your item for servicing in the following service centers: {{Provide service centers}} Postpurchase: Hi! The item you purchased is covered by a {{warranty details}}. You can bring your item for servicing in the following service centers: {{Provide service centers}} |
| Buyer wants to know the warranty policy | Hi! Thank you for your interest on our products. The item's price is Php {{Price}}. |
| Buyer wants to know the accredited service centers for the purchased item | Hi! You may bring your item to the following accredited service centers: {{service centers list}}. |
| Buyer is complaning on receiving an incomplete accessory | Hi! We're sorry to hear this. Please give us time to validate your order. |
| Buyer received the item but the freebie is missing | Hi! We're sorry to hear this. Please give us time to validate your order. |
| Buyer received an incorrect item | Hi! Please send us an image of the item you received so we can validate it. Please return the item to Lazada. Once the return process is complete, you will then receive a refund/replacement for your item. If you need further assistance, you may contact Lazada's Customer Care. |
| Buyer received item but different color | Hi! Please send us an image of the item you received so we can validate it. Kindly return the item to Lazada. We can send the right color once the return process is complete. For more info on how to return an item, you may check Lazada's Help Center at www.lazada.com.ph/helpcenter. |
| Buyer received the item but incorrect size | Hi! Please send us an image of the item you received so we can validate it. Kindly return the item to Lazada. We can send the right size once the return process is complete. For more info on how to return an item, you may check Lazada's Help Center at www.lazada.com.ph/helpcenter. |
| Buyer received the item but not as advertised | Hi! We're sorry that the item you received did not meet your expectations. You may choose to return the item to Lazada for either a refund or replacement. For assistance, please contact Lazada's Customer Care or check their help center: www.lazada.com.ph/helpcenter. |
| Buyer received the item but claiming that it is of poor quality | Hi! We're sorry that the item you received did not meet your expectations. You may choose to return the item to Lazada for either a refund or replacement. For assistance, please contact Lazada's Customer Care or check their help center: www.lazada.com.ph/helpcenter. |
| Buyer received the item but complaining the weight is different | Hi! We're sorry that the item you received did not meet your expectations. You may choose to return the item to Lazada for either a refund or replacement. For assistance, please contact Lazada's Customer Care or check their help center: www.lazada.com.ph/helpcenter. |
| Buyer complaining on receiving a damage packaging | Hi! Please send us an image of the damaged packaging. You may choose to return the item to Lazada for either a refund or replacement. For assistance, please contact Lazada's Customer Care or check their help center: www.lazada.com.ph/helpcenter. |
| Buyer asking for copy of Sales Invoice / Official receipt | Hi! Thank you for purchasing our product. Here's the electronic copy of your Sales Invoice. |
| Buyer asking on the new features on the check out cart due to changes in shipping fee | Lazada has implemented new shipping fee policies. For more information on Lazada's shipping fee, please refer to this link: https://www.lazada.com.ph/helpcenter/what-are-the-shipping-fees-and-rates.html |
You can copy the templated responses below or download it HERE.
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