Greetings:

Good Morning, Thank You for chatting with Lazada Malaysia, I am Nurul. How may I help
you?

Hi, Thank You for chatting with Lazada Malaysia, I am XXX. How are you today?

Perfect, I am really glad to hear that! How may I help you today?

Hi, May I address you as XXX?

Empathy and Acknowledge:

I understand your concern. I'll be happy to assist you.

I understand the problem and will be happy to help you. Let's see what I can do.

I am really sorry this has happened. Let me see if I can find a solution to it.

I'm sorry you are having this problem. Let's see if there is anything we can do to help the
situation.

I'm sorry you are not happy with our xxxx. Let's see what we can do to make things right.

Sure. I'd be delighted to help you today.

Before we proceed, may get your order number for further checking?

Hold :

Thank you for the information provided. Would you mind staying on the line for 2-3 minutes
while I am checking on this?

Thanks for the order number. Can I place your chat on hold for 2 to 3 minutes while I check
on this for you?

Let me review your order and case history. Please bear with me for a few more minutes.

I'm sorry for the delay on my part. I am pulling up your order details. Please allow me
another minute. I'll be back with you right away.

Clarifying :

Thanks for staying on the line, may I know which are the item that you referring to in this
order?
Thanks for staying on the line, may I confirm with you if you are referring to the item xxxx?

Provide Information:

Alright, thanks for the confirmation. As I checked, this item

Thanks for the confirmation. As I checked, this item still with our courier side at this time.
But, since there is no update from them about the status of the item, I will help you with this.

Thank you for your kind understanding.

Due to the item being shipped from overseas, the delivery time frame is considerably longer
compared to a domestic delivery.

Your welcome. I will personally highlight and push this issue to our relevant department and
hope that you will receive your item soonest.

One of our agents already escalates this issue to our relevant department. As for now, we are
still waiting for our relevant department to revert back to us. Once we get their feedback, we
will inform you via email immediately.

Thank you. I truly appreciate your patience in this. We will surely take the necessary action
to solve this issue as soon as possible.

But since you claim that you didn't receive the item, I will help you on this.

Your frustration is very acceptable. I get you. Don't worry I’ll check the options to rectify the
problem.

I’d be upset too if that happened to me. Don't worry I will check the options/alternative we
can offer for you.

As much as I would love to Mr/ Ms XXX, unfortunately, I am not able to guarantee that to
you.

Escalation Required:

What I am going to do right now is to escalate this concern to our xxx team for updates. Rest
assured that I will give you feedback within 24-48 hours via email for your references. Please
check your email in the next couple of days. You may revert back to us via the same email if
you have any further concerns.

I will escalate this issue to our relevant department first and I will revert back to you within
24 to 48 hours via email. Is that okay with you?

Closing:
Is there anything else I can assist you on?

Would you like me to assist you with anything else?

Aside from the above inquiry, Is there anything else I can assist you with?

Your welcome. It's my pleasure to assist you today.

Your welcome. I'm glad that I will be able to help you today.

Noted and you are welcome. If you have any further inquiries. Please feel free to chat with us

If any other questions arise, please feel free to contact us at any time. Thanks so much for
spending your time with us.

Thank you for your continuous support and have a good day ahead!

Thank you for your feedback. We value our customers and will ensure your feedback
considered to improve our customer experience. We apologize for the inconvenience caused
and are committed to doing better next time.

You are welcome. I hope my service was satisfactory today. Thank you for chatting with
Lazada Malaysia. Have a nice day!

Closing if no response :

We truly sorry that we have to disconnect the chat due to no response received from you.
Please be informed that as you agreed, I will escalate this issue to the relevant team and get
back to you via email.

We truly sorry that we have to disconnect the chat due to no response received from you.
Please be informed that I will get back to you via email for any follow up or updates on your
concern.

We truly sorry that we have to disconnect the chat due to no response received from you.
Kindly be informed that I will provide the discussed information via email to xxxx. If you
have further inquiries, feel free to chat with us again.

Survey:

I hope I have been able to resolve your query to my best ability. You will be receiving an
email today with a survey to rate my service rendered to you today. I hope you could spare
just a minute to rate my service. Thank you for your feedback. Have a nice day.
Other Scenarios :

Within Get by Date:

Out for delivery - Based on the system, the order is on its way to the registered address. The best
way to keep track of the item would be by clicking on "My Order" from your Lazada App. This would
provide the more current item status.

Shipped - Based on the system, your parcel has been handed over to the courier and soon will be
delivered to the registered address. The best way to keep track of the item would be by clicking on
"My Order" from your Lazada App. This would provide the more current item status.

Seller - Upon checking in the system, it appears the item is still being processed by the
seller/warehouse. Just to inform that, if the order is not sent over to the courier team on day 8 of
the order created and there is a delay, the purchase will be cancelled and refund will be processed.
This is just to make sure to expedite the refund process and you would be able to reorder the item.

We are sorry to inform you due to sales season we have received a high volume of order and our
courier partners are experiencing large shipment workload. Rest assured, our courier partners are
working diligently to deliver your packages. If you have not received the purchased item within the
promised time frame provided by Lazada, feel free to contact us again.

As shown in the system here, your items are still within the delivery time frame which is from xxx to
xxx. Our courier partner is determined to deliver within this time frame. They usually will contact
you before heading your way. However, that is not a mandatory step. If you do not receive your item
within the time frame, kindly revert back to us for further assistance.

Upon checking here on our system, your parcel has been inbounded at the logistics facility on xxx.

Beyond Get by Date:

We apologize for the inconvenience and understand that this is frustrating. Would you prefer to wait
for the order or would you prefer to cancel the order?

Payment :

It appears payment has successfully gone through and the order has been processed. Everything is
good from our end.
The payment was unsuccessful and no payment was received from your account. Kindly make the
payment again to place an order by clicking on the 'Pay Now' option. If there is any duplicate amount
deducted from your account, please be informed that the bounced amount will be reverted to your
account within 24-48 hours.

Product Information :

We are sorry to inform you that free gifts are based on first come, first serve basis. It is likely that the
free gifts had run out for your order.

We are truly sorry, this item is currently out of stock. We are working to get the stock available soon.
You may add this product to your wishlist in order to get a notification on your Lazada app once the
stock is available.

Shipping :

We are sorry to inform you that Lazada does not allow any changes to the order once the payment is
confirmed. Nevertheless, you may choose to cancel the order prior to the item being delivered by
rejecting the parcel.

We are sorry to inform you that Lazada does not allow any updates after payment has been made.
This is an action taken to ensure our customer's information is secured. Nevertheless, you may
choose to cancel the order prior to the item being delivered by rejecting the parcel and re-order the
item once the address details are updated.

We are sorry to inform you that once a package has been tagged as 'return to sender', we would not
be able to re-deliver the package as the order has been cancelled by the courier partner. Lazada
would proceed to process a full refund (based on PAID price only) once the item is delivered back to
Lazada Warehouse.

As I can see here in my system, our courier partner should be delivering your items to you by xxx.
However, if they are unable to deliver by the promised date, your order will be automatically
cancelled and the refund will be processed. This is to ensure that you are protected in the event our
courier partners are unable to deliver your package on time.

I certainly understand your concern. Unfortunately, we are unable to accommodate the scheduling
of deliveries. Our courier partners are determined to deliver all parcels that have left the hub. You
may track your parcel by using the track & trace link in your Lazada app.

Voucher :

We are sorry to inform that the collectible vouchers issued are based on first come, first serve basis.