Service Hub — Wilma Agent Workspace

Live Transcript

Real-time transcription & intent detection

Live call 00:00

On call

Order #WF-4471928 Tracking 1Z-88E-KL2 SKU KNT-24BV-WHT

Hi, I ordered a bathroom vanity set and it arrived with a big crack down the side.

I'm really sorry to hear that. Can you confirm the order number for me?

Yeah, it's WF-4471928. I have photos of the damage if that helps.

Perfect, that helps a lot. Give me one second, I'm going to pull up the full order history.

Thanks for hanging on. Looks like you messaged us a few days ago about the delivery window too, so I know this has already been a longer wait than it should've been.

Yeah, honestly I was really hoping it would just show up in one piece at this point.

Completely fair. Good news is shipping damage like this is covered without you needing to send anything back, so let's get this fixed properly.

Sure, no rush. Just want this sorted before the weekend if possible.

Oh, perfect, thank you so much for actually taking care of this instead of just making me ship it back.

Wilma

Real-time summary, zero manual lookup

Issue Summary

Customer received a Knutsen 24" bathroom vanity set with visible shipping damage (cracked side panel). Photo evidence offered. Customer wants a refund, would like it resolved before the weekend.

Order Details, Extracted

Order

#WF-4471928

Product

Knutsen 24" Vanity

Order date

Apr 1, 2024

Delivery status

Delivered, damagedPhoto pending

Also in this order: Assembly Service

Scheduled Apr 3, 2024 · unaffected by the damaged panel

Included

After-Call Work, drafted automatically

Ready to review

Disposition and CRM fields, edit before submitting or approve as drafted

Disposition: Damaged item / Refund issued. Confirmation email sent, summary and CRM fields auto-filled from this conversation.

Policy & Response

Surfaced proactively, nothing searched for

Active Policy: Damaged Item Refund

Surfaced automatically from the live conversation

Pre-approved: full refund, no return required with photo evidence

$25 goodwill credit authorized without escalation

Confirm photo evidence received

Process refund to original payment method

Offer goodwill credit, log disposition

Wilma's draft

Confirmation email

Sent to the customer's email on file once this call wraps, not read aloud on the line

Thank you for sending those photos over. I can see the vanity arrived damaged, and I'm sorry about that. I've gone ahead and processed a full refund, no need to send anything back, and added a $25 credit to your account for the trouble. You'll see the refund in 3-5 business days.

Order #WF-4471928

Placed Apr 1, 2024 · $412.00 total · 1 item

Conversation History

Chat · 3 days agoResolved

Asked about the delivery ETA for this order.

This call · live nowIn progress

Reported shipping damage, requesting refund.

Shipping

Carrier

UPS · Ground

Tracking

1Z-88E-KL2

Delivered

Apr 1, 2024

Status

DeliveredDamage reported

Payment & Credits

Original price

$412.00

Method

Visa ···· 4432

Status

Settled

Prior credits

None on file

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