CHAT SCRIPT

IMPORTANT: You may also refer to our website zalora.com.ph to find out more
about the items (you may copy in the SKU, click on the product and see the
timeframe for the product, edit the address, and check if it is still within the
timeframe), or if the item is coming from OVERSEAS.

OPENING SPIELS SAMPLES:

Hello, this is Ciella from ZALORA PH, how can I help you today?

PROBING:

Let me check if I have this right, you would like for me to…

Tell me more about…

HOW TO SAY I DON’T KNOW:

I am sorry I don’t have the information on that. May I put you on hold for a few
minutes? I will clarify this with our manager.

I am sorry, this question is out of my expertise, but the - support department will
be able to help. Would you like me to connect you with them?

TRANSFER:
I am going to connect you over to our – department. They will be able to help you
with their problem.

KEEPING PROMISES:

If I understand correctly, you were promised that…. It appears that there has been
a mistake. Let’s figure out how we can resolve this.

CLOSING SPIELS:

Is there anything else I may help you with today.

If any other questions arise, please feel free to contact us again. Thank you for
chatting with us today. Have great day!

Alright, thank you so much for contacting ZALORA Philippines! Have a nice day and be safe! If you have
any more queries, feel free to check on our FAQ page:
zaloraphilippinesprod.freshdesk.com/support/home

EMPATHY:
I am really sorry about that. Let me see what I can do to help the situation.

ACKNOWLEDGEMENT:

Hello, I understand that… and I am happy to assist you. Let’s see what I can do.

PUTTING CUSTOMERS ON HOLD:

Can I place you on hold for 2-3 minutes to check my resources? Thank you.

I apologize for the long hold; I am still checking my records regarding your
concern. Can I place you on hold one more time to verify the details I have
gathered?

Thank you for patiently waiting and sorry for the long hold. <details from
resources>

Please bear with me for a few minutes as I am still checking my resources.

I am sorry for the delay on my part. Please allow me for a few minutes I’ll be back
with you right away.

I am sorry I will have to put you on hold again for a moment to run over some test
and replicate the problem you are facing. Would that be okay with you or would
you prefer me to email you back with the details?

ADMITTING MISTAKES:

I am sorry we made a mistake….

I am sorry I made a mistake and gave you the wrong…. The correct…

HOW TO SAY NO:

Sandwich method: Positive – Negative – Positive

Ex: I am sorry, we cannot lower/we do not have discount for this item, but we have
similar item that costs cheaper than this one because…. Would you be interested to
look at it?

ORDER TRACKING:

Hi ___, before we proceed, may I have your complete name, address, contact
number, and order number please?

Thank you for providing me that information.

As per checking our records, the order # status is shipped. Your tracking number is
___. You may track the status of your order via __.

For a detailed guideline on how to track your order, you may refer to this link:

https://zaloraphilippinesprod.freshdesk.com/support/solutions/articles/
77000478331-how-can-i-track-my-order-

DELIVERY TIMEFRAME:

Hello __, all the items that are sold by ZALORA, it takes 1-3 working days for
Greater NCR, 2-4 days in major cities, and 5-7 days for provincial areas. On the
other hand, if the items were sold by sellers, it takes 3-5 working days for Greater
NCR, 4-7 days in major cities, and 6-8 days for provincial areas.

RETURNS:

Hi ___, before we proceed, may I have your complete name, address, contact
number, and order number please?

Thank you for providing me that information.

To return an item to our warehouse, you must fill out the ZALORA online returns
form.

For a more detailed guide you may check this link below:
https://zaloraphilippinesprod.freshdesk.com/support/solutions/articles/
77000373270-how-can-i-exchange-return-refund-my-item-

We kindly ask you to pack the items for return and drop it off in LBC, 2GO, or wait
for the rider to pick your item up.

To check which drop off branch locations are near you, you may check the link
below: https://zaloraphilippinesprod.freshdesk.com/support/solutions/articles/
77000373280-where-can-i-drop-off-my-returns-

You will receive an email notification once your item arrives in the warehouse and
passes the quality check.

You will receive another email notification once the refund has been processed.
Please be informed that returns usually take 5-7 working days within Metro Manila
to return to our warehouse, an average of 7-9 working days from Luzon, and about
10-12 days from Mindanao and Visayas.

How to track returns:

Once the item/s were successfully picked up by the courier, you may track the
status of the package on their website.

Please check this link below for more details:

https://zaloraphilippinesprod.freshdesk.com/support/solutions/articles/
77000373254-how-can-i-track-my-return-items-

For drop-off, upon making a drop-off, you will be given a receipt with a Return
Tracking Number. Use this to track your returned package on the provider’s
website.

ORDER CANCELLATION

Hi ___, before we proceed, may I have your complete name, address, contact
number, and order number please?

Thank you for providing me that information.

To cancel an order, you have to select your order for cancellation in your account
and then proceed by clicking “Cancel Order”.

Once you are in the Cancel Order page, please choose the items you wish to cancel
by ticking the checkbox. If you wish to cancel the entire order, scroll down and
check “Select All” and then proceed by clicking the “Cancel selected items” button.

You will be prompted once the request has been submitted.

Please be advised that you can only cancel an order before it gets packed in the
warehouse. Otherwise, the specific item will be greyed out and pop-up message will
appear that item/order cannot be cancelled anymore. If the entire order has been
packed, the “Cancel items” will be greyed out.

DELIVERY REQUEST

Hi ___, before we proceed, may I have your registered customer’s name in your
account, address, contact number, and order number please?

Can I also have your birthdate and the specific items in that order?

Thank you for providing me that information.

How can I help you regarding your delivery request?

May I know the specific time/date you want it to be delivered?

May I know which branch of ___ you prefer for your items to be picked up?
May I know the complete address and landmark for your items to be delivered?
Please provide me the recipient’s name and contact number.

Thank you, this is noted. Your request has been coordinated to our Logistics Team.

REFUND FOLLOW UP

Hi ___, before we proceed, may I have your registered customer’s name in your
account, address, contact number, and order number please?

Can I also have your birthdate and the specific items in that order?

Thank you for providing me that information.

Upon checking our records, your refund has not been processed yet. Please be
informed that your items must reach our warehouse and pass the quality check.
You will receive an email notification once the refund has been processed.

Please note that the timeframe for this process depends on what type of refund you
have selected.

--

Upon checking our records, our warehouse team has received your item and the
refund is being processed.

Please note that the timeframe for this process depends on what type of refund you
have selected.

For wallet credit, after the returned item passed quality check, the refund will be
processed within 24 hours.

For credit card/PayPal, after ZALORA processed the reversal, you’ll see changes on
your account on your next billing statement.

For debit card, after ZALORA processed the reversal, you’ll see changes on your
account within 30-45 calendar days.

For GCash/Bank Transfer, you’ll receive a message from our payment partner but
you’ll have to wait within 3-7 working days.

For GrabPay, after ZALORA processed the reversal, you’ll see changes on your
account within 5-7 working days.

For future reference, you may check this link below:

https://zaloraphilippinesprod.freshdesk.com/support/solutions/articles/
77000373277-how-long-will-the-returns-process-take-
PAYMENT OPTIONS:

Hello, can I have your complete name and email address please before we proceed?

Thank you for providing me that information.

Our available payment methods are, Cash on Delivery, E-gift or wallet credit,
credit/debit card, PayPal, GCash, and Google Play.

HOW TO ORDER:

Hello, can I have your complete name and email address please before we proceed?

Thank you for providing me that information.

To order, please search for the item/s you want to purchase. Choose the size and
color of the item and then click the “Add to bag” button.

Review your order and check if the items you ordered are correct. If you change
your mind about an item or you want to remove it, go to your cart and click the “X”
button to the left of the item.

Proceed to checkout. If you do not have an account yet, please register an account
for easier transactions.

Please indicate the billing and shipping address, and the payment method or
voucher code (if applicable).

Once you are okay with the items you added, click the confirm order.