query: Quick question: Good morning, quick question for you.

intent: general

sentiment: neutral

difficulty: easy

answer: Thanks for reaching out - how can I help you today?


query: Quick question: How do I escalate a complaint to a senior agent?

intent: policy

sentiment: neutral

difficulty: easy

answer: Certain categories are excluded from standard returns regardless of condition - for example, items purchased through Amazon Pharmacy are not returnable or refundable. Gift cards, once purchased, cannot be cancelled or returned due to regulatory restrictions.


query: I want to cancel order before it ships.

intent: cancellation

sentiment: neutral

difficulty: easy

answer: If multiple orders are combined into a single shipment with one shared tracking number, cancelling one item in that shipment will cancel the entire combined shipment, not just the selected item.


query: I'm quite upset - Thanks for your help earlier!

intent: general

sentiment: negative

difficulty: easy

answer: Thanks for reaching out - how can I help you today?


query: Honestly, this is unacceptable - Thanks for your help earlier!

intent: general

sentiment: negative

difficulty: easy

answer: Thanks for reaching out - how can I help you today?


query: Honestly, this is unacceptable - An item is missing from my order ORD10013.

sentiment: negative

difficulty: medium

answer: For orders sold and fulfilled by a third-party seller, the A-to-Z Guarantee covers both late delivery and item condition issues. If a return request is not authorised by the seller, or an authorised return does not result in the expected refund within seven days of the seller receiving it back, the customer can file an A-to-Z Guarantee claim directly with Amazon.


query: An item is missing from my order ORD10001.

sentiment: neutral

difficulty: medium

answer: Most items can be returned for a refund or replacement within 30 days of delivery, provided they are in original, unused condition. The exact return window and whether replacement is offered varies by product category and is shown on the product detail page before purchase.


query: Quick question: When will my refund for order be processed?

intent: refund

sentiment: neutral

difficulty: easy

answer: If no instalment has been paid yet on an Amazon Pay Later order, the total order value is credited back to the Pay Later limit on return. If an instalment was already paid, the amount is credited to the linked bank account and the credit limit is reinstated. For credit card EMI orders, any instalment already paid is refunded to the card and the loan is cancelled.


query: Quick question: How do I escalate a complaint to a senior agent?

intent: policy

sentiment: neutral

difficulty: easy

answer: Amazon does not offer unlimited or automatically-free returns. Accounts with an unusually high pattern of returns, cancellations, or refused deliveries may be charged a return processing fee, or have their account access suspended, blocked, or terminated.


query: The size is wrong for the item in order.

sentiment: neutral

difficulty: easy

answer: Items that are Fulfilled by Amazon, Prime-eligible, or specific seller-fulfilled listings are eligible for a free replacement through the Online Returns Centre if: the item is within its return window, the received item is defective or does not work properly, and the same item is back in stock with the same seller. If the exact item is not available from the same seller, only a refund can be issued, not a replacement.


query: When will my refund for order ORD10011 be processed?

intent: refund

sentiment: neutral

difficulty: medium

answer: For prepaid orders, the refund is credited back to the original payment method used at checkout. For Pay on Delivery orders, the refund is issued either to the customer's bank account via NEFT or as Amazon Pay balance, depending on what the customer selects.


query: Hope you're doing well - An item is missing from my order ORD10010.

sentiment: positive

difficulty: medium

answer: Items that are Fulfilled by Amazon, Prime-eligible, or specific seller-fulfilled listings are eligible for a free replacement through the Online Returns Centre if: the item is within its return window, the received item is defective or does not work properly, and the same item is back in stock with the same seller. If the exact item is not available from the same seller, only a refund can be issued, not a replacement.


query: Quick question: What languages does customer support work in?

intent: policy

sentiment: neutral

difficulty: easy

answer: Amazon Customer Service is available every day, with round-the-clock phone callback support for account, order, and payment issues. Response times for email and chat can vary by query type and volume.


query: I want to cancel order ORD10004 before it ships.

intent: cancellation

sentiment: neutral

difficulty: medium

answer: Amazon does not charge customers for cancelled orders. Any amount authorised or charged at checkout for a subsequently cancelled order is released or refunded in full.


query: When will my refund for order ORD10024 be processed?

intent: refund

sentiment: neutral

difficulty: medium

answer: Refund status can be checked under Your Orders by selecting the returned item, or under Amazon Pay in the Transactions history. If a refund does not arrive within the stated timeframe despite the order showing as refunded, customers should contact their bank directly using the Refund Reference Number (RRN) shown in the Transactions history.


query: Hello, is anyone available to help?

intent: general

sentiment: neutral

difficulty: easy

answer: Thanks for reaching out - how can I help you today?


query: Quick question: Is cash on delivery available for large orders?

intent: policy

sentiment: neutral

difficulty: easy

answer: Prime membership affects shipping speed and cost, not the return window for most products - return eligibility and the length of the return window are determined by product category and seller, not by membership tier. Prime membership itself can be viewed, managed, or cancelled from the Manage Prime section of the customer's account.


query: Honestly, this is unacceptable - I'm not sure who to ask about this.

intent: general

sentiment: negative

difficulty: easy

answer: Thanks for reaching out - how can I help you today?


query: Hope you're doing well - I received the wrong product for order ORD10011.

sentiment: positive

difficulty: medium

answer: Amazon Devices (such as e-readers, streaming devices, and smart speakers) carry a separate one-year limited warranty in addition to the standard replacement window. A defective device can be reported for repair or replacement under this warranty even after the standard replacement period has passed.


query: Hope you're doing well - What languages does customer support work in?

intent: policy

sentiment: positive

difficulty: easy

answer: Amazon.in help content and customer service support multiple Indian languages. Customers can select their preferred language from the language switcher on the Amazon.in website, and request a callback in that language through the Contact Us page.


query: Quick question: Can I get a GST invoice for my purchase?

intent: policy

sentiment: neutral

difficulty: easy

answer: Certain categories are excluded from standard returns regardless of condition - for example, items purchased through Amazon Pharmacy are not returnable or refundable. Gift cards, once purchased, cannot be cancelled or returned due to regulatory restrictions.


query: No rush, but Can I get a refund for my order?

intent: refund

sentiment: positive

difficulty: easy

answer: For prepaid orders, the refund is credited back to the original payment method used at checkout. For Pay on Delivery orders, the refund is issued either to the customer's bank account via NEFT or as Amazon Pay balance, depending on what the customer selects.


query: I need to cancel just one item from order ORD10025, not the whole thing.

intent: cancellation

sentiment: neutral

difficulty: medium

answer: For Fulfilled by Amazon (FBA) orders, items can be cancelled from Your Orders at any point before the order enters the shipping/dispatch process. Once an order has been dispatched, it can no longer be cancelled and must instead be returned after delivery under the standard return policy.