query: Good morning, quick question for you.

intent: general

sentiment: neutral

difficulty: easy

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


query: This is really frustrating - How do I cancel a cash on delivery order?

intent: cancellation

sentiment: negative

difficulty: easy

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.


query: I'm quite upset - An item is missing from my order.

sentiment: negative

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: Can I still cancel ORD10008 even though it already shipped?

intent: cancellation

sentiment: neutral

difficulty: medium

answer: For orders shipped directly by a third-party seller, customers can cancel free of charge within 30 minutes of placing the order via Your Orders > View order details > Cancel Item. After 30 minutes and until the order ships, customers can still request cancellation directly from the seller, who will process the cancellation and refund if payment was already made.


query: How long is the return window for loyalty members?

intent: policy

sentiment: neutral

difficulty: easy

answer: If an issue is not resolved through the standard Contact Us channel, customers can request that their case be escalated to a senior representative or ask for a callback specifically about the unresolved case, referencing the original case number so the escalation has full context of prior interactions.


query: Order ORD10002 was cancelled automatically, why did that happen?

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.


query: Thanks in advance! I received the wrong product for order.

sentiment: positive

difficulty: easy

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: Thanks in advance! I'm not sure who to ask about this.

intent: general

sentiment: positive

difficulty: easy

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


query: Hope you're doing well - I want to cancel order ORD10001 before it ships.

intent: cancellation

sentiment: positive

difficulty: medium

answer: For orders shipped directly by a third-party seller, customers can cancel free of charge within 30 minutes of placing the order via Your Orders > View order details > Cancel Item. After 30 minutes and until the order ships, customers can still request cancellation directly from the seller, who will process the cancellation and refund if payment was already made.


query: No rush, but I'm not sure who to ask about this.

intent: general

sentiment: positive

difficulty: easy

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


query: Quick question: I'd like store credit instead of a refund for ORD10007, is that possible?

intent: refund

sentiment: neutral

difficulty: hard

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: This is really frustrating - Can I get an advance exchange for the wrong item in order?

sentiment: negative

difficulty: easy

answer: If the item received does not match what was ordered, or an item is missing from the package, the customer should initiate a return or report the issue within the applicable return window and provide the order ID and a description of the discrepancy, so Amazon or the seller can arrange a replacement, refund, or send the missing item separately.


query: This is really frustrating - I need to cancel just one item from order ORD10009, not the whole thing.

intent: cancellation

sentiment: negative

difficulty: hard

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.


query: I'm quite upset - What languages does customer support work in?

intent: policy

sentiment: negative

difficulty: easy

answer: Items sold by Amazon or a participating seller that display 'GST invoice' on the product detail page come with a downloadable invoice. The invoice becomes available around 24 hours after the order ships and can be downloaded from Your Orders by selecting Invoice next to the relevant order.


query: No rush, but Can I get an advance exchange for the wrong item in order ORD10022?

sentiment: positive

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: 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: The delivery for ORD10017 is delayed, when will it actually come?

intent: delay

sentiment: neutral

difficulty: medium

answer: If a package has not arrived by its estimated delivery date, customers are advised to wait 48 hours - most delayed packages arrive within this window, and Amazon typically sends a notification if a delay is expected. If there is no tracking update after 48 hours and no delivery notification has been received, customers should contact Customer Service.


query: I'm quite upset - Will I be compensated for the delay on order ORD10017?

intent: delay

sentiment: negative

difficulty: medium

answer: Certain delivery speeds and products carry a guaranteed delivery date shown at checkout. If Amazon does not attempt delivery by that date, the shipping fees paid for that order are refunded. This guarantee does not apply if the delay is caused by circumstances outside Amazon's control, such as a strike, natural disaster, or severe weather.


query: Quick question: When will my refund for order ORD10022 be processed?

intent: refund

sentiment: neutral

difficulty: medium

answer: For items that are Fulfilled by Amazon or Prime-eligible, return shipping costs of up to Rs. 100 are refunded. For seller-fulfilled orders, shipping charges are generally not refunded for remorse-based returns (for example, the item is unwanted rather than defective).


query: I need to cancel just one item from order ORD10012, not the whole thing.

intent: cancellation

sentiment: neutral

difficulty: medium

answer: If only part of a multi-item order is cancelled, the refund for the cancelled portion is issued once the remaining items in the order have been fulfilled, not immediately at the time of cancellation.


query: This is really frustrating - I need to cancel just one item from order, not the whole thing.

intent: cancellation

sentiment: negative

difficulty: easy

answer: If only part of a multi-item order is cancelled, the refund for the cancelled portion is issued once the remaining items in the order have been fulfilled, not immediately at the time of cancellation.


query: No rush, but Why hasn't order ORD10021 arrived yet?

intent: delay

sentiment: positive

difficulty: medium

answer: If a package has not arrived by its estimated delivery date, customers are advised to wait 48 hours - most delayed packages arrive within this window, and Amazon typically sends a notification if a delay is expected. If there is no tracking update after 48 hours and no delivery notification has been received, customers should contact Customer Service.