For Wave 30

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|		  HobbyKing Chat Speil			|
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*************************LOGINS*************************

Comm100 Username : COMM100 USERNAME HERE
Password: PASSWORD HERE

Database Username: PHCS_AGENTNAME
Password: PASSWORD HERE

*************************SUPPORT EMAIL*************************

support@hobbyking.zendesk.com

*************************GENERAL SPEIL*************************

My apology that I leave you on the chat, I waited for you to response to my question. Unfortunately, I wasn't able to receive a response. If you have any other questions, please feel free to contact us again through Live Chat or send us an email by simply following this guide:

1. Login to your account at hobbyking.com
2. Click on 24 Hour Support Center link at the right hand side of the webpage
3. Click on "Submit a request" link in the HobbyKing Help Center to create a ticket for your concern or inquiry.

For self help on your HobbyKing inquiries, you may also check our Help Center by clicking "24 hour Support Centre" on the upper right part of our website.

Again, thank you for choosing HobbyKing. Have a great day!

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Give me a moment to look for an available product specialist.

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Looking at your order it is now in Printed status where in changes can no longer be done system will no longer allow.

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Be advised that if an order is in pending status you need to contact us for cancellation.

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Thank you for the given information. Kindly stay on the line as I verify the details.

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Thank you for patiently waiting. I am going to ask for more of your time for me to be able to finish your request, it's just that the system is longer than usual. Please bear with me.

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May I know if you're referring to this order 200XXXXXXX?

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Please give me a moment to check your order.

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Please give me a moment to check your Transaction ID.

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It would highly appreciated if you provide your order number, please.

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Please bare with me while I pull up all the information from our system.

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Thank you for patiently waiting. Can I ask for more of your time for me to be able to finish to process your request?

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Is this email address related to the order, (ORDER ID HERE)?

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May I clarify what is you concern please? For me to avoid mistake in giving you information.

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It's my pleasure assisting you. Thanks for your time.

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Have a nice day ahead of you for I wish you all the best in life! Cheers!

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Thank you so much for your patience and understanding.

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Is there anything else I can help you with?

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Are we still connected?

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No worries! You are very much welcome!

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Have a great day ahead!

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My apologies for the inconvenience, I would probably feel the same way if I am in your situation, but rest assured that all your concern will be address and not be taken for granted.

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I would like to apologize once more and hope to have you as customer in spite of this issue.

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Thank you for that clarification. Kindly stay on the line as I process your request. May I ask how would you wanted to be refunded, via bonus points or back to your PayPal account?

*************************COURIER SPEIL*************************

It may take approximately 7-10 days for the tracking status to be updated by our postal service provider. Please check back at a later time for updates.

No need to worry your order is still within transit time.

Looks like that the shipping courier  has not yet updated the tracking site . You may try checking in a later time for the updated tracking details.

Your order has been dispatched from our warehouse on 18/03/2015 and was shipped via Singapore Post with transit time frame of 14 to 39 calendar days.

Thank you for your coordination and assistance in resolving this concern.
Should you need any further information and assistance, please do not hesitate to contact us back through our live chat support for real time response or through email if you have any other concern. Rest assured that we will assist you to the best of our knowledge to give you satisfaction.

*************************TRACKING SPEIL*************************

Upon carefully checking, your order  has been dispatched from the warehouse with the following details:

Posted: (POSTED DATE HERE)
Shipping: (COURIER NAME HERE)
Transit Time: (TRANSIT TIME HERE)
Tracking #: (TRACKING # HERE)
Tracking Site: (TRACKING URL HERE)



Be reminded that we can process changes and modification on orders if the status is in In print queue status. and 4 instances only.

*************************CLOSING SPEIL*************************

For self help on your HobbyKing inquiries, you may also check our Help Center by clicking "24 hour Support Centre" on the upper right part of our website.

Have a great day ahead

Again, thank you for choosing HobbyKing. Have a great day!

*************************CAN'T LOG-IN*************************

Have you tried retrieving the password on your end?

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Kindly check you pop up blocker and deactivate it. Log in again to your account, look for the concern order number and click pay now.

Here's the step on how to turn off the pop up blocker.
1. In the top-right corner of Chrome, click the Chrome menu .
2. Select Settings.
3. Click Show advanced settings.
4. Under "Privacy," click the Content settings button.
5. Under "Pop-ups," click allow all sites to show pop ups.

Click here to Reply or Forward

*************************ACCOUNT VERIFICATION*************************

I understand that you cannot access your account. Please note that we can reset your password. For us to do this, we will need to verify first your account. Kindly provide the following information for us to verify your account and reset your password.

Name:
Address:
Email Address:
Phone Number:

And also kindly provide us a valid id for verification purposes

We are requesting for an id for verification purposes for us to be sure that it is the account holder itself requesting for the activation of the account to avoid unusual transaction.

*************************PASSWORD RETRIEVAL*************************

Thank  you for waiting my response. I would like to inform you that after I verified your account, your new password is your phone number. Please do log in and once you login to your HobbyKing account, click "Account Settings & Tools" under Customer Type. Then click "Modify personal information" to change the password. Please try accessing your account.

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I have retrieved your password on my end. Kindly check if you have received an email notification. If not, I will be resetting your password manually.

To help to avoid this from happening again, please send us an email at support@hobbyking.zendesk.com using your email account registered in HobbyKing.com. We look forward for your cooperation for this process. The title of the email should be TEST FOR ACCOUNT PASSWORD.

*************************SEND MONEY REQUEST*************************

For now it looks like we have a system interruption with PayPal.
Would you like me to send you a money request to your PayPal account for you to be able to settle the payment for your order?

*************************BACK ON STOCKS*************************

For now that we cannot provide the time when will the item be back on stocks where in it will depend on the supplier. But once the item is back on stocks it will be automatically reserved on your order and it will be process. Be reminded that the standard processing time of orders is within 2 to 3 business days. You will receive an email notification and your tracking details once it is in POSTED status. POSTED means it was already dispatched at the warehouse.

Disclaimer:

Due to high demands, we apologize that some items are on back-order. We usually replenish our stocks after every 30 days, but has no guarantee.

We strongly advise to include the back-ordered item/s on your wishlist so you will be notified once the item/s become/s on stock.

*************************PRODUCT SPECIALIST*************************

For that one it would be best if a product specialist will assist you for I only have limited knowledge regarding the item. The product specialist has the specialization in that field.

Would you like me to transfer you to them?

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Unfortunately we have no Product Specialist available to assist you at this moment as they are handling their maximum chat, would you mind contacting us again after an 30 minutes?

Or if you want I can make a ticket for you so that your concern will be forwarded to the Products Specialist directly. Which one do you prefer?

*************************MODIFICATION*************************

<b> ADDED ITEM </b>
<b> CANCELLED ITEM </b>
<b> HOLD ORDER - PLEASE DECLARE xx% </b>
<b> HOLD ORDER - ADD  FREE GIFT </b>
<b> HOLD ORDER - ADD INVOICE TO PACKAGE </b>
<b> ORDER FOR COLLECTION </b>
<b> CHANGE SHIPPING ADDRESS </b>
<b> From: </b>
<b> To: </b>
<b> SHIPPING METHOD UPDATE </b>
<b> From: </b>
<b> To: </b>

*************************CANCELLATION*************************

CANCELLATION:

<b> CANCELLED ORDER </b>
(Reason for Cancellation)
Requested Refund $XX
via Chat

<b> CANCELLED ORDER </b>
(Reason for Cancellation)
Stored Bonus Points $XX
via Chat

<b> CANCELLED ORDER </b>
(Reason for Cancellation)
Requested Refund $XX
Stored Bonus Points $XX
via Chat

<b> CANCELLED ORDER </b>
(Reason for Cancellation)
Waiting for Approval
via Chat

<b> REQUEST TO CANCEL ORDER </b>
(Reason for Cancellation)
Checking with Order Processing Officer
via Chat

POSTED:
<b> REQUEST TO CANCEL ORDER </b>
(Reason for Cancellation)
Customer contacted to cancel the order on (DATE)
via Chat

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<b>  </b>
<b> ADDED ITEM/CANCELED ITEM </b>
<b> HOLD ORDER - CUSTOMER REQUESTED TO CANCEL ORDER </b>
<b> CUSTOMER REQUESTED TO SHIP ORDER INSTEAD OF SELF-COLLECTION </b>
<b> CUSTOMER REQUESTED REFUND INSTEAD OF BONUS POINTS </b>
<b> CUSTOMER REQUESTED TO CREDIT BONUS POINTS INSTEAD OF REFUND </b>
<b> REQUESTED MANUFACTURER / SUPPLIER FOR REPLACEMENT </b>
<b> DUPLICATED PAYMENT </b>
<b> CUSTOMER REQUESTED TO DEACTIVATE ACCOUNT </b>
<b> Russia Direct Entry -- No tracking Number </b>

<b> REQUEST TO MODIFY ORDER </b>
Checking with Order Processing Officer
via Chat

<b> Informed customer that item SKU: XXXXXXX is on backorder status </b>
via Chat

*************************FOLLOW UP*************************

FOLLOW UP:

<b> DELAYED ORDER </b>
Checking with Order Processing Officer
via Chat

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Following up refund for order#

Following up refund for transaction (INSERT TXN ID HERE)
Checking with Accounting Department
via Chat

*************************PAYMENT VERIFICATION*************************

PAYMENT VERIFICAION:

<b> BANK STATEMENT NEEDED </b>
Name / Address did not match
via Chat

Payment details match
OK to process

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<b> FOR CC CHECK </b>
via Chat

Payment details match
OK to process

*************************INVESTIGATION*************************

INVESTIGATION:

Customer claimed that he/she has not received the parcel
Advised the customer to contact local post and customs office
via Chat

<b> REQUEST FOR AN INVESTIGATION </b>
Customer hasn't receive the parcel yet
No Updates from tracking info. Local Post Office and Customs
(INSERT LAST TRACKING INFORMATION)
via Chat

<b> NO UPDATES ON REQUESTED INVESTIGATION after 30days </b>
Stored Bonus Points $XXX.XX
via Chat

<b> NO UPDATES FOR REQUESTED INVESTIGATION for 30days </b>
Requested Full Refund $XXX.XX
via Chat

RECEIVED:
<b> CUSTOMER RECEIVED PARCEL </b>
Please disregard investigation
via Chat

REFUNDED:
<b> CUSTOMER RECEIVED REFUNDED PARCEL </b>

Waiting for Settlement (If not Paid)
Deducted Bonus Points (If Paid)
via Chat

*************************ORDER ISSUES*************************

ORDER ISSUES:

BOUNCE BACK PARCEL:
<b> Parcel to return to Warehouse </b>
(INSERT TRACKING INFORMATION)
Checking with Order Processing Officer regarding return
via Chat

SENDING BOUNCED BACK PARCEL (Items not cancelled)
<b> Please send items in order 200XXXXXXX </b>
200XXXXXXX COPY of:200XXXXXXX

SENDING BOUNCED BACK PARCEL (Items Cancelled)
<b> Sending items from order 200XXXXXXX </b>

200XXXXXXX COPY of:200XXXXXXX

SYSTEM GLITCH
<b> MISSING ITEMS IN ORDER </b> - System Glitch
Manually added items
via Chat

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AUSPOST and RUSSIA DIRECT (w/o Tracking Number):

Parcel exceeded transit time

No tracking number

Requested Full Refund
via Chat

*************************ISSUED REFUND*************************

<b> Issued a partial refund, cannot cancel the battery item </b>

<b> Issued refund, cannot cancel the whole order with battery </b>

<b> Issued refund, cannot cancel and unpaid the whole order with battery </b>

<b> Issued a partial refund, cannot cancel the over allocated item </b>

*************************SPLIT ORDER*************************

SPLIT ORDER:

MSP:
Please send 1X PRODUCT ID once available from order 200XXXXXXX in 200XXXXXXX
via Chat


Old:
<b> Split Order to 200XXXXXXX </b>
Please send PRODUCT ID: 200XXXXXXX as a replacement

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<b> Split Order to 200XXXXXXX </b>
Shipping Difference $XXX.XX/No Shipping Difference
Waiting for settlement/Deduct $XXX.XX from BP

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New:
<b> Split Order  from order 200XXXXXXX </b>
Please send PRODUCT ID: 200XXXXXXX as a replacement

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<b> Split Order to 200XXXXXXX </b>
Shipping Difference $XXX.XX/No Shipping Difference
Waiting for settlement/Deduct $XXX.XX from BP

*************************COMBINE ORDER*************************

COMBINE ORDER:

Old:
Combine order to 200XXXXXXX
Shipping Difference $XXX.XX / No Shipping Difference
Waiting for settlement of $XXX.XX/ Deducted $XXX.XX from BP or
Stored $XXX.XX BP / Requested Partial Refund of $XXX.XX

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New:
Combine order to 200XXXXXXX
200XXXXXXX - XXXg
200XXXXXXX - XXXg
200XXXXXXX - XXXg
Total weight: XXXg

Shipping Method Chosen:
International (Registered) Air Mail XXX-XXXg $XXX.XX

Shipping Difference $XXX.XX / No Shipping Difference
Waiting for settlement of $XXX.XX / Deducted $XXX.XX from BP or
Stored $XX BP / Requested Partial Refund of $XXX.XX

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<b> ONE TIME ONLY COURTESY </b>
<b> BONUS POINTS ADJUSTMENTS </b>
<b> BOUNCED BACK PARCEL </b>
<b> DISPUTE CLOSED </b>
<b> DUPLICATED PAYMENT </b>
<b> SHIPPING FEE REBATE </b>

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<b> Assigned_Job (Accounting Department) </b>
Transaction is > 120 days + customer haven't received the refund yet after 3 weeks

<b> Request refund for remaining balances in order ID 200XXXXXXX </b>
Requested Partial Refund of $XXX.XX

*************************CANCELLATION REASONS*************************

Cheaper alternative elsewhere
Changed mind
Insufficient payment information (CC and BS)
Incorrect Order
Item not needed
Failure of credit card payment (e.g. Not 3D enabled)
Paid order appears as unpaid
Duplicated payment
Order Delay
Expensive Shipping
Order from incorrect warehouse
BK items
Discontinued items
Modification cannot be processed (After Printed)
Shipping Restrictions
Overweight/oversize
Parcel not collected within specified time-frame
Upgraded shipping (e.g. DHL/FedEx)
No alternative items for BK
Price difference for alternative item
Shipping difference due to modified order
Parcel returned - Addressee cannot be found
Parcel returned - Incorrect address
Parcel returned - Parcel rejected due to damaged packaging
Parcel returned - Parcel rejected due to customs charges
Parcel returned - Return to sender (No reason specified)
Shipping address cannot be changed (IPQ)
Over payment/ Price Discrepancy in Payment
Cancel Item - order from incorrect warehouse
Cancel Item - added wrong item (correct warehouse)
Cancel Order - added wrong items (correct warehouse)
Parcel Returned - Unclaimed (product cost only)
No Order Generated