Northwind Home Goods
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SUP-4821
Maya Torres
Support
04:37
Lena Park
Order #48190 · return
12m
Dana Whitfield
Chat · Support
0:14
Offer paused — on a call
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MT Maya TorresOrder #48213 · web chat + SMS
Task SUP-4821
Support queue
Connected
04:37
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AI Assist
Customer asks about the refund on the original order → check refund status on #48213.
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Blocked while on a call (queue rule)
9:15 AM
Inbound call · live 04:37RECAsking about the refund on the original
Live transcription
Maya9:15The replacement came this morning, thank you. I'm asking about the refund on the original.— calm, positive
You9:16I can see the replacement shipped last night, tracking 1Z 84A 221. Let me check the refund on the original.— neutral, professional
Maya9:16Great. The box it came in was completely crushed
Yesterday · Sep 23
8:43 PM
SMS · outbound Replacement shipped · tracking 1Z 84A 221
Your replacement for order #48213 is on the way. Tracking: 1Z 84A 221. Northwind Home Goods
Sent by Order Support Bot · delivered
8:41 PM
Order Support Bot BOTSupport queue · worked by a bot
Looked up order #48213 · store system · 3 items, delivered today
Sorry it arrived damaged, Maya. I can ship a replacement tonight or refund you. Which would you like?
Replacement please
Customer chose replacement · replacement order created
8:40 PM
Web chat · inbound northwindhome.com · order help
My order arrived crushed
IMG_2231.jpg · photo of the boxView
8:40 PM
Task SUP-4821 created — web chat · routed from Support queue to Order Support Bot
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Replacement shipped by Order Support Bot · 1Z 84A 221.
Customer asking about the refund on the original.
Playbook · Damaged delivery
Agent 3/4 Customer 1/2
Verify order
Confirm photo
Offer fix
Confirm shipping
Script
Step 4 of 6
Confirm the replacement
"Your replacement shipped last night, tracking 1Z 84A 221, and it's due Thursday. Let me check the refund on the original order for you now."
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Check refund on the original
Offer a return label
Confirm resolution
Wrap up & disposition
MT
Maya Torres
Customer · Northwind Home Goods
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