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You’re more than welcome to not believe your tracking information

So, I work in chat (messaging) and have been getting some doozies lately (is there something in the water?). We have a policy where if someone’s package is in transit and they ask where it is, they have to wait 4 business days past the estimated delivery date to ensure the items are not on the way. I’m on mobile so excuse any formatting issues.

M= me, C= customer

M: Hello! How can I help you today?

C: My package is so late, I need this for vacation. I am not happy.

M: Oh no! I’m sorry your package is late, can I have the order number? I am happy to help.

C: *gives order info and verified her information*

M: Thank you! I see your items are set to arrive in 3 days and have been accepted by the post office! Please let us know if you don’t receive the package by then and we are happy to help!

C: I AM GOING ON VACATION, DOES YOUR STUPID BRAIN COMPREHEND THAT? IT’S AT THE WRONG POST OFFICE. YOU HAVE TO CONTACT THEM BECAUSE I DIDNT LOSE THE PACKAGE ITS NOT MY FAULT

M: *sends our aggressive text asking if the customer would like to chat with us at a different time*

C: I AM TALKING TO YOU RIGHT NOW!? This is ridiculous, you are horrible.

M: I do see your package is in another post office than the one in your town, however I cannot contact USPS on your behalf, you will need to contact them to discuss the whereabouts of your package.

C: I want a refund for this, you guys lost my package and I shouldn’t have to take time from my busy day and go and be nice to someone with USPS for my package. You guys screwed up.

M: I am very sorry for the confusion and inconvenience, I would be happy to refund you $15 from the order as a courtesy for the issues, but I highly suggest contacting USPS to check on your order.

C: I WANT A FULL REFUND, THIS PACKAGE IS CAUSING ME SO MUCH GRIEF. Where is your manager. I don’t believe the tracking, why would the package be at a different post office?!

M: You’re more than welcome not to believe the tracking, however I am seeing on the USPS website that your order shows to have to been dropped off to the post office in *the wrong state*.

C: *disconnects*

What do you think?

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Quick question

Just need to get it out of my system, but of all the repeat callers my centre has, management decided to block the most harmless one and its effected my moral hard.