Hello Mr. NAME.
Hello. May I ask who this is?
I'm FAKE_NAME from Amazon customer service. How are you today?
I'm good. I bought a heater off of Amazon and it didn't arrive
We are sorry about that. It's actually why I've contacted you today.
How can you help me out?
Before discussing your account, can you please provide your address to confirm your identity?
Shouldn't you already know my address?
We do. It's just to confirm that I'm actually speaking to NAME.
INCOM_ADDR
Great! Thank you Mr. NAME.
So am I getting my heater?
That's actually why we're contacting you today. There's a problem with your order.
What's the problem?
There was an accident in our warehouse and all of our stock was damaged.
So am I going to receive a new one?
There will be a three week delay or we can issue a refund. Whichever you prefer.
I'd like a refund. I'll just buy it elsewhere. Thanks
In light of the inconvenience we'll refund an additional 25% to the card of your choice.
I'd appreciate that
What card number would you like the refund issued to?
The one ending in INCOM_NUM No