hello jim
Hi there. I bought a heater on Amazon and it hasn't arrived.
sorry to hear that jim   let me work on that for you 
Are you with Amazon or the seller?
I'm with amazon customer service staff
Could I get more information on how you received my contact information?
I have access to your account here. 
Could I get your information in case I lose access to this call?
Certainly! 800-839-8892  I'm norman by the way
Great. What is the next step in helping me with my order?
could i get the date you ordered the product and the expected arrival date please
I can. One other quick thing - am I able to get a refund on this order?
Yes a refund could be availble i would just need some information from you.
what about a replacement? want to make sure i get the right thing.
My understanding is that your package has not arrived? 
it hasn't. it might have been stolen. i'm not sure.
okay! Could i have the arrival date of the package?
ah. let me look for it. is there any other information you may need?
If you are past a certain arrival date i will need to process a refund. 
oh i see. will you need my credit card or billing address as well?
Eventually yes i would need your billing info to process refund or replacement.
Ah. Could I just provide my Amazon log-in instead? has more info.
Sorry about the issues Mr.Lee but i will be needing you billing info to start the order.
Ah. Would it be okay if I waited a bit longer for my Amazon order actually?
No problem. Will that be all Mr.Lee?
I think so! Appreciate the help.
Have a great day Mr.Lee
you too. appreciate your time. yes