04:23 PM PST Mustafa(Amazon): Hello, my name is Mustafa. I'm here to help you today.
checking
04:25 PM PST Mustafa: are they ship one 4 items books
04:26 PM PST Hannah Hall: I don't know what is in the package. All I know is that it contains items from my wishlist and that I have not received it.
04:28 PM PST Hannah Hall: ?
04:29 PM PST Mustafa: what is your address to confirm
04:29 PM PST ADDRESS REDACTED
04:30 PM PST Mustafa: yes that is the address that is showing as delivered
04:30 PM PST Hannah Hall: But it hasn't been delivered...
04:31 PM PST Mustafa: okay let mecheck with my team and get a replacement sent to you
04:32 PM PST Hannah Hall: Thank you.
04:39 PM PST Mustafa: sorry for the delay getting it done through my team
04:43 PM PST Mustafa: arew econnected
04:43 PM PST Hannah Hall: I'm here.
04:43 PM PST Mustafa: sure getting it done
04:49 PM PST Mustafa: just get you to my team
04:50 PM PST Mehul(Amazon): Hello, my name is Mehul. Please give me a moment to review the previous correspondence.
04:51 PM PST Mehul: Hannah, may I have the details of the account from where the order was placed?
04:52 PM PST Hannah Hall: What "details?"
04:52 PM PST Mehul: The billing address, the email address and who the account belongs to
04:53 PM PST Hannah Hall: This was done through an anonymous Secret Santa thing. I'm not sure why you need this info. He reached out to me after reaching out to you guys about this.
04:56 PM PST Mehul: I understand, however since the account does not belong to you
04:57 PM PST Mehul: We will need to verify that you at least know the person
04:57 PM PST Hannah Hall: Amazon told him to get me to contact you all.
What?
04:57 PM PST Mehul: I do not know who told him to tell you to contact us via your account
04:57 PM PST Hannah Hall: We use screen names. I'm not going to invade his personal space by asking for that sort of information.
You could, I don't know, look up the order number.
04:58 PM PST Mehul: Because I will not be able to enter his account without me being able to authenticate the information that is necessary
I can only enter an account if the customer provides me the three details I asked you above
04:58 PM PST Hannah Hall: But why do you need to enter his account?
04:59 PM PST Hannah Hall: Someone else in the group had this issue and NONE of this was needed.
04:59 PM PST Mehul: To check the order details and raise the necessary escalation
04:59 PM PST Hannah Hall: You have the order details because I gave you the order number.
04:59 PM PST Mehul: I cannot check someone else's account unless you can provide me the details
Until then the order number is not enough
04:59 PM PST Hannah Hall: So, you're telling me...
05:00 PM PST Mehul: If you can verify the details on the account, only then can ANYONE at Amazon check the account.
05:00 PM PST Hannah Hall: Every single time a gift package goes missing through the wishlist, the giftee has to know this much personal information about the gifter?
05:02 PM PST Mehul: Please ask the person who placed the order to get in touch with us. We are unable to help further unless either you can authenticate the information or the concerned person contacts us.
05:02 PM PST Hannah Hall: He did.
05:03 PM PST Hannah Hall: Wouldn't I be the concerned person since the package, you know, was sent to me?
05:04 PM PST Mehul: I can give you a transcript of this chat. Please ask any associate who you/your friend speak to refer to this. I do not know who asked your friend to tell you to contact us. We are only authorized to take action on account when the contacting person can verify the information on the account.
And kindly inform the next associate that you have been informed so by the Specialist Investigation department
05:05 PM PST Hannah Hall: Just give me this transcript...
05:05 PM PST Mehul: Sure Hannah. Allow me a moment.