MACROS

Opening Spiel:
Thank you for contacting us. I will check your concern and will respond to you shortly.
I'd be happy to check on this for you. Please give me a moment while I review your previous
messages. Thank you.
Please give me a moment to review the messages you sent.
Sorry for the delay getting a live agent since we are encountering a high volume of chats today.
Our team is closely working to improve our service so we can cater all the valued customer like
you. Thank you for understanding.
Thank you for getting in touch about this problem with this. It really helps us to know these
things so we can correct them as quickly as possible. Please let me see what I can do for you.

Thank you for contacting us. Please state your concern so I can check it for you.

I sincerely apologize you are having this problem with your order. Let's see what I can do to help
the you with this situation.

I know how frustrating it can be when this happens. Please let me go ahead and check any
possible resolution for this. If you’re comfortable holding for just a moment, we’ll review your
information and have an answer for you shortly.

I would feel the same in your situation if I had [insert problem], but I will sort this out

I can only imagine how upsetting it is to have this problem with your [insert product/ service]…

I’m sorry you are having this problem with your [insert product/ service]. Let’s see what we can
do to help the situation.

Hello, and thank you for using Temu's live chat service. Is there something in particular we can
help you with?

Appease Spiel:

As much as I want to, we can only process the refund for the amount of the item. More than that
is already beyond what I’m capable of since it is a system-generated and we cannot manually
create a credit.
I apologize but what you’re asking is beyond the scope of what we can do. Here’s what I can do
instead:
I understand how you feel
I would do the same if I were in your position too
Your anger/frustration is completely justified
Apologizing spiel
I’m so sorry you are having this problem. Let’s see if there is anything we can do to help the
situation.
I can understand how you feel and I am sorry about what happened. Let me take care of this for
you right away.
I am sorry that our product/service didn’t meet your expectations. I'll do my best to help you out
here.
I apologize for the error on our end. I’m going to look into this for you right away. Thank you for
your patience.
Thank you for letting us know about the issue. I am very sorry it’s happened to you. Please, give
me a minute to make things right for you.
I’m sorry to hear that you’ve experienced this issue and apologize for the inconvenience it’s
caused. Let me look into this and I’ll have the solution for you shortly. Thank you for your
patience.
We apologize for not being able to complete your request right now. I’m sorry to hear that you’ve
experienced this issue and apologize for the inconvenience it’s caused.
I understand how you feel, I’m very sorry. We're going to take care of this for you right now.
I’m deeply sorry about *Issue*. Let me speak with my supervisor to see how we can correct this
for you.
Thank you for bringing this to our attention. As much as I want to tell you the exact details, the
feedback will come from our supervisor. Rest assured that they will give an update after 24–48
hours.
I understand your concern, I have been a customer before, however, I have to follow our policy
with regards to refund. As much as I want to give you the refund you are asking for, the
feedback will come from our supervisor. Rest assured that they will give an update after 24–48
hours.
We are prioritizing our customers' order and make sure that they will be able to get their order at
the estimated delivery date. We would be gladly to process express delivery to your order, if its
available. We are sorry to inform you that as of the moment, we don't offer express delivery in
your area. Rest assured that our courier are doing their best to deliver your order at the
estimated delivery date. Thank you for your understanding.
I regret to inform you that we are unable to offer a refund or resend the missing package since
the logistic record indicates that the package was delivered to the address consistent with the
shipping information.
In accordance with Section 11.1 of our Terms of Use, as cited here, " When a purchase is made
pursuant to a shipping contract, the risk of loss and title for Product pass to you upon delivery of
the Product to the carrier. " You can find more information about our policy on our website at
https://www.temu.com/terms-of-use.html.
In light of the above, we recommend checking your mailbox, around your house, and other
potential locations for the package. If you are still unable to locate it, please contact the carrier
directly for further assistance.
Thank you for your understanding.
We apologize for any inconvenience this may have caused you. Rest assured that we are doing
everything we can to ensure that your package arrives as soon as possible. As this is handled
by our third party services, we recommend reaching out to the courier directly to track your
package. You can easily send them a message through their platform and they will provide you
with the most up-to-date information on the status of your delivery. We appreciate your patience
and understanding during this time and thank you for choosing our services.
Unfortunately, I'm afraid I don't have the ability to accommodate your request. As much as I
would like to give you the credit that you are asking for, my access to it is also limited. Please
coordinate with your courier to get more information of your parcel.

Clarify spiel:
I am not quite sure I understand what you mean, could you clarify your concern
If I understand you correctly you’d like to
To avoid misunderstanding, could you confirm
If I’ve understood what you’re saying correctly, you’re facing/having trouble with {customer’s
issue}
Please let me know if my understanding of your problem is accurate - {customer’s issue}
To sum up, {customer’s issue}
Just to be clear, {customer concern}

Item Confirmation
May I confirm with you which item(s) in your order you need our help with？
Can you give us more details about the problem you are experiencing? We will do our best to
help you resolve this issue.
May I confirm the order number you need assistance with?

May I confirm the item you need assistance with?

If it's okay with you, we'll need to collect a little bit of additional information before we proceed to
the next steps.

Can you please provide your order number associated with the purchase?

Order Number Spiel:

I got you. Please give me a few minutes to check what happened.
Thank you so much for confirming the order number. Please hold on for a moment while I check
the order for you.

Thank you so much for confirming the item you need assistance with. Please hold on for a
moment while I check the item.

Thank you so much for confirming the orders you need assistance with.

Thank you so much for confirming the items you need assistance with.

Great, thank you for the confirmation. Let me process it right away for you!
Asking for more info script:
If it's okay with you, we'll need to collect a little bit of additional information before we proceed.
Regarding the issue you mentioned, I will check it for you. Could you please provide some
relevant information (screenshot)? Thank you for your cooperation.
Before we proceed, we'll need to collect some additional info, if you don’t mind.

I hear you. That stuff can be hard to find. If you don’t have access to that, would you mind
providing [other verification information]?

To meet your needs, we’ll need to verify some of your information.

For security purposes I need to verify your identity before we continue. What is the phone
number attached to your account?
If you give me your account number, I can look up your information.
I’ll need either your date of birth or the last four digits of your social security number to proceed.

Upset spiel:
I know it’s frustrating when you receive a faulty product. Could you describe exactly what’s
wrong?
I understand why you’re upset. Can you please tell me a little bit more about the problem?

Transfer spiel:
Unfortunately, I’m afraid I don’t have the ability to accommodate your request. Currently, your
issue is being verified and processed, and I have already expedited the progress for you. Once
we have a resolution, we will get back to you as soon as possible. You can also leave a
message in the ticket and communicate directly with our customer service representatives.
We’re sorry about the [issue]. Let me have a word with our support team to find out how we can
fix this for you.
Hold Spiel:
My sincere apologies for the delay and the inconvenience this may have caused you. Please
bear with me for another 2-3 minutes while I maximize my resources here to provide you an
accurate information.
We do apologize for the inconvenience that it has caused you. Let me assist you with this.
Please give me a minute or two while I check on this.
Please bear with me for another 2-3 minutes, while I further investigate on your case. Would
that be fine?
My apologies for the long wait and hope you have a nice day ahead! Stay safe.
Sure. I'm sorry for the long wait. I don't want to let you go without any resolution. I really
appreciate your patience.
Please stay on the line as we are verifying and checking this concern. I appreciate your
patience. Thank you.
I’m going to have to double-check this with my supervisor. Can you please wait a moment while
I do so?
May I please take a moment to find out?
Let me check this for you. It will take a minute or two. Please hold on.
It may take us a moment to review that information — may we put you on hold?
I have already raised your concern. Please stay connected.
It may take us a moment to review that information—may we put you on hold?
Do you mind waiting for a moment while I double check the order transaction?

Thanks for waiting script:

We appreciate your patience for holding and apologize about the wait time. I’ve already raised
your concern with our supervisor.
I'm going to proceed as follows. I'll follow up on your complaint with our supervisor so they are
aware of it.
Long reply Q&A
This is just to provide update, as of the moment our support team is checking your query.
I have confirmation with our support team.
Changing address script:
Shipped: With regards to changing the address, name, or contact number, we follow a policy
that once the status of the order is shipped, we won’t be able to change the address, name, or
contact number due to the fact that it’s already handled by our third-party courier. What we can
offer you is a refund, but there is a possibility that the items will be delivered, or we can give you
the information details of the courier and contact them. This is not the experience that we want
you to have.
Unable to meet request spiel:
I’m really sorry but what you’re asking is beyond the scope of what we can do. Here’s what I can
do:
I apologize, but at this time we’re unable to meet that request.
Thank you for reaching out to us about the situation and I understand how disappointing it must
be for you that you have not been able to use the product as you had planned. However, I am
sorry to let you know that I am unable to process your refund/return/exchange request because
the product was damaged after delivery. Unfortunately, it is not in our company policy.
We are extremely sorry but your request is beyond the scope of what we could do. Is there
anything else I can help you with?
I am sorry, but it’s not possible to fulfill your request at this time because [provide reason]. Is it
ok if I speak to my team and reach back out when we come up with a resolution?
I can totally appreciate how frustrating it is to be waiting for your delivery. Upon checking on our
system, you should receive delivery on <date>, according to their last update. If there's still no
update, please free to contact us again.
I completely understand how frustrating it is to be waiting for your delivery. According to their
most recent update, you should receive delivery on date>, according to our system. If there is
still no change from the last update, please do not hesitate to contact us again.
We are sorry to hear that you are having a hard time returning the item due to your location.
Please be advised that returns without a refund are not available on our end, as it is also stated
in our return policy that customers have to return items within a specified timeframe. If you are
not satisfied with what you bought on Temu, you may be eligible to return it and get a refund.
AFTER RE-ISSUE THE TICKET

I noticed there is an open ticket here, what I can do for you is I will write you demand and I will
expedite it to notify our supervisor as I am not authorized to do you request, he will be the one
who will be handling this request for you. Would that help?
Please be advised that I already urged the ticket and I have written your demands. I hope that
helps, for the meantime do you have any more questions I can help you with?
As mentioned earlier, we have already made a follow up and added a note on the account that
this matter is urgent. Thanks for your patience.
Your request is under review and processing by our supervisor. We will get back to you once we
have verified the results.
I completely understand how you feel and I really want to help you resolve this issue as soon as
possible. Currently, your issue is being verified and processed, and I have already expedited the
progress for you. Once we have a resolution, we will get back to you as soon as possible. You
can also leave a message in the ticket and communicate directly with our supervisor.
Since this is already handled by the assigned team, they are the one to notify you once they are
done reviewing it and it will discuss it for you. Don't worry, I already urge your ticket here on this
matter. Rest assured that this will be handled with the utmost importance.

Unresponsive Script:
I haven't received any response from you for 3 minutes. May I ask if we're still connected?
It has been a while since we heard from you. Are we still connected?

It seems that I haven't received any response. Are we still connected?

Please be advised that if the system detects that there's no response from your end after 5
minutes, this chat window will be automatically closed. No worries, You'll be assisted by the next
agent and continue where you left off once you come back. Thank you for choosing Temu. Have
a great day!
Hello, it seems that you’re no longer responding. I will have to close the chat for now. If you still
need my help, you can request a chat again. Thanks for stopping by
As much as I want to stay connected with you, however the system detects an unresponsive
response from you I'm afraid I need to end this chat now so I can able to assist other customer,
no worries once you get back you don't need to repeat yourself as I have fully documented this
concern to save your time. Feel free to reach us back again we are more than willing to assist
you.
Closing Spiel:
We haven't received a response from you. Once that you are available, feel free to send us the
link of the item so that we can further assist you with the item details. Thank you and have a
great day.
You're very much welcome! Thank you for taking the time to message us with your inquiry. I will
now close this chat window for you because I need to be the last person to send a message on
this conversation for this chat to be closed. Feel free to reach us out anytime if you have other
questions or concerns. We're more than happy to assist you! Thank you for choosing Temu!
Thank you very much for your patience. I am glad I was able to assist you with your concern,
please be on the look-out for a short survey that you will receive at the end of this chat
conversation.

Thank you for your support and understanding, we will continue to provide you with better
shopping experience.

Thank you very much for your patience. I am glad I was able to assist you with your concern. If
you have the time, please be on the look-out for a short survey that you will receive at the end of
this chat conversation. Feel free to reach us out anytime if you have other questions or
concerns. We're more than happy to assist you! Thank you for choosing Temu!
Thank you very much for your patience. I'd like to thank your time. It's a pleasure that I was able
to help with your concerns.

Thank you so much for taking the time to message us. If you have the time, please be on the
look-out for a short survey that you will receive at the end of this chat conversation.

Thank you very much, no worries, you do not have to respond to the last message as I need to
close the chat for you. Have a nice day!

Thank you for your response, kindly refrain from replying to the chat so that we can close this
chat window for you. Take care!

Thank you for using our live chat service. I am now closing this chat. If you have any more
concern, please don't hesitate to let us know. Have a great day!

Fraud/Scam Spiel:
We can assure you that TEMU has no intention to scam people. Temu is an online marketplace
that connects consumers with millions of sellers, manufacturers and brands around the world
with the mission to empower them to live their best lives. Temu is committed to offering the most
affordable quality products to enable consumers and sellers to fulfill their dreams in an inclusive
environment. Temu was founded in Boston, Massachusetts in 2022.

Referral/Promos Spiel:
We fully understand that your feelings about our campaigns. But please understand that all our
campaigns are trustworthy, fair and transparent. Many users earn the reward by following the
campaign rules. We suggest you follow the campaign rules on the promotion page step by step.
They can be found by clicking "Rules" in the top right corner of the app. Thank you for your
understanding and support!
Thank you for reaching out to the Temu Customer Service Team. We are sorry for the
inconvenience this may have caused. We would like to remind you that to earn the reward,
users need to invite enough users according to the campaigns rules on the promotion page.
Your friends must download the Temu app for the first time via the link you shared and register a
Temu account to accept your invitation on the referral programs page.
Once your friends download the Temu app and register an account via the link you shared, they
will be transferred to the referral programs page automatically. New User means a real person,
who did not previously have an account on Temu App, downloaded Temu App, registered an
account on Temu App and joined the Referral Program within 24 hours of the device’s first
downloading.
We apologize for any confusion or frustration caused by our referral program. We
understand that you may be disappointed with the rewards you received for your referrals and
we would like to clarify the terms of the program.
We appreciate your efforts in sharing our referral program and getting your friends to sign up. As
a gesture of goodwill, we would like to offer you a [20% coupon, up €20] coupon to use towards
any of your future orders on our platform. We hope this gesture shows our commitment to your
satisfaction and helps to make up for any inconvenience caused.