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SCENARIO SCRIPT

Buyer ask if the item is available Good day! Yes, the item is available. Click on “Buy
Now” and proceed to checkout, if you’d like to
purchase it. Thank you!
Buyer ask if COD is available Good day! In the top right section on the page of a
product, if there is an indication “Cash on Delivery is
available”, you can purchase this product with COD.
Thank you!
Buyer wants to Good day! Thank you for reaching out. We have
know the received your order and are currently preparing the
status of the item to be delivered. You will receive a notification
order through the Shopee app once your order is on the way.
(Pending) Please make sure to always keep your notifications on
to receive real-time updates on where your order is.
Thank you for ordering with us!
Buyer wants to Good day! ! Thank you for reaching out. We’ve
know the received your order and it is ready to be shipped to
status of the you. You will receive a notification through the Shopee
order app once your order is on the way. Please make sure
(For Pick-up) to always keep your notifications on to receive real-
time updates on where your order is. Thank you for
ordering with us!
Buyer wants to Good day! Thank you for reaching out to us. Your
know status of package is already with our courier. For real-time
the order updates on your order kindly contact Shopee's
(Already with Customer Care at
courier) https://seller.shopee.ph/edu/category?sub_cat_id=98
or Telephone (Monday - Sunday, 9AM - 6PM). Call
0288805200 . Thank you!
Buyer wants to Good day! Thank you for your message. This is to
confirm order confirm that we’ve received your order. We’re
currently preparing it and will have it sent to you soon!
Please make sure to turn on your notifications in the
Shopee app to get real-time updates on the status of
your order. Thank you very much for ordering with us!
Buyer willing to Good day! We are sorry for the delay in delivering your
cancel package. We're doing our best to source and pack the
item as soon as possible. If you wish to cancel your
order, you may do so by going to your order in the app
and clicking cancel. We apologize for the
inconvenience. Thank you!
Buyer willing to Good day! We're really sorry for the delay in delivering
wait your order. We're doing our best to source and pack
the item as soon as possible. Thank you very much for
your patience. Thank you!
Buyer asking Hi {CustomerName}! Thank you for purchasing our
for copy of product. Here is the electronic copy of your Sales
Sales Invoice / Invoice/Official Receipt. We hope this helps! {{Send
Official receipt copy}}

Buyer wants to Good day! Shopee Philippines delivers nationwide! All

know if we can areas that can be selected as the shipping address in
deliver in their the Shopee app are serviceable by Shopee, provided
area that there are no unforeseen logistic incidents
encountered by their partner couriers. We hope this
helps.
Buyer wants to Hi {customername}, I'm sorry but we cannot
change their accommodate your request due to {reason}. If you
order need to change your order, please cancel it from
(size/color) your end and place another order with the correct
details. Thank you for your understanding.

Buyer wants to Hi {CustomerName}! For your security, we do not

add more item have access to modify your order. If you want to add
in their order another item, you may place a separate order with
the items of your choice. We hope this helps. Thank
you.

Buyer changes Good day! Thank you for your message. We're sorry to
his/her mind inform you that we cannot cancel orders upon request.
If you wish to cancel your order, you may do so by
going to your Shopee App: Account > View All Orders >
choose the order for cancellation > click cancel. We
hope this helps.
Buyer wants to Good day! for your security, we do not have access to
change change any details in your order. If you wish to change
delivery your delivery address, you will need to cancel your
address order by contacting Shopee Customer Care at
https://seller.shopee.ph/edu/category?sub_cat_id=98
or Telephone (Monday - Sunday, 9AM - 6PM). Call
0288805200. And then place another order with the
correct address. We hope this helps.
Buyer wants to Good day! for your security, we do not have access to
change the change any details in your order. If you wish to change
mobile number your mobile number, you will need to cancel your
order by contacting Shopee Customer Care at
https://seller.shopee.ph/edu/category?sub_cat_id=98
or Telephone (Monday - Sunday, 9AM - 6PM). Call
0288805200. And then place another order with the
correct number. We hope this helps.
Buyer wants to Good day! Thank you for reaching out. Unfortunately,
change the we are unable to change your delivery schedule as this
delivery is arranged by the courier assigned to you. You may
schedule check your Shopee App for updates on the status of
(Seller Own your order. Thank you for your understanding.
Fleet PH)

Buyer received
Good day! Thank you for bringing this to our attention.
a defective
item May you please send us a video showing the defect of
the item?
Good day! Thank you for bringing this to our attention.
Can you send us an image of the item you received in
order for us to validate?

Days of delivery Depends on location but manila area estimated of 2-5

days while outside manila 5-7 days. Thank you!